MY ORDER INCLUDED MULTIPLE ITEMS. WHY DID I ONLY RECEIVE ONE?
When a customer purchases multiple items, there are many times when we utilise different distribution channels to fulfil the item of the order. Because of this, some of your items will be processed and shipped separately. You may receive one before the next. If this happens please don't panic! If you don't receive them all at once, please be assured they will get to you as quickly as possible.
HELP! I ORDERED AN ITEM BUT I DIDN'T RECEIVE A CONFIRMATION EMAIL.
This can happen in cases where there is a typing error in your email. There are also many online email providers whose SPAM filter are pretty high. If this is the case please check your SPAM folder to see if your confirmation and shipping details has ended up in there.
MY ITEM HASN'T ARRIVED YET ...
Sometimes when we ship to other countries on occasions the package can take awhile to process through your country's own customs. Once cleared they are delivered to your address through local carriers. You should be able to see this on the tracking information if available. We have a delivery guarantee for our items so please be assured your item is on its way and will arrive soon.
I WANT TO RETURN MY ITEM. WHAT'S YOUR REFUND AND EXCHANGE POLICY?
Should you experience a problem with your order (defective or incorrect item, etc...), please return it to us in its original packaging within 14 days of receiving your order. We will be happy to issue a refund or replacement. Please contact us before shipping it back so we may issue with a Return Address.
Please Note: Many of our items ship out from our warehouse. However, certain "special order" items ship out directly from the manufacturer in China or Other Countries and will arrive by USPS/China Post. For these type of items and orders, please allow 3-5 weeks for your order.
If you require an exchange, please email us first to see what we can do email@example.com. Please bear in mind that exchanges are slightly more difficult than a straight return. We tend to order just enough of the exact quantities of what we need. On occasions we order extras, but they go extremely fast because of the high demand for them.
Please Note: Customers are responsible for paying all return shipping on exchanges. In our experience, USPS has the best shipping rates, but choice of carrier is ultimately up to you, our valued customer.
** Should you have any questions about your exchanges or returns, simply email us at firstname.lastname@example.org. One of our highly skilled support team will assist you. **
WHAT IS YOUR SHIPPING POLICY AND DELIVERY TIMES?
All of our regular item orders will be processed within 3-5 business days of purchase. Delivery time frames depends on your country, the item ordered and the speed of the custom checks. For some items, please allow 3-5 weeks for delivery as they are usually in high demand and we may need to order more from our exclusive warehouses in China.
We currently ship to the USA, Canada, United Kingdom, Australia and New Zealand. If you are outside of these regions and really want an item, please contact us to ask if we will make a special exception email@example.com.
DO YOUR PRODUCTS COME WITH A WARRANTY?
In general we do not offer a warranty on our products beyond our return/exchange period. If it is beyond that period we recommend contacting the manufacturer directly instead.