Hello! Welcome to our Frequently Asked Questions section. We hope you find these FAQ’s helpful, however, if you don't find the answers to your questions listed below, please feel free to send us an email at email@example.com.
Q. Is my personal information secure?
A. We use the industry standard privacy protection, we don't sell, lease or otherwise distribute any personal customer information.
Q. My order has shipped but I don't see any tracking information?
A. Sometimes it takes up to 48 hours for tracking information to show up in the tracking system. If your order has a tracking number but has not updated, please rest assured that you will be taken care of. It is our responsibility to take good care of you and your order so don't worry we will resolve any issue swiftly.
Q. Are there any exchange rates?
A. All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Q. What payment methods do you accept?
A. We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
Q. HOW SECURE IS MY ONLINE ORDER?
A. When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorised and approved. Your credit card information is not stored. W are Level 1 PCI DSS compliant.
Q. How do I change or cancel my order?
A. We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorised.
If the credit card has already been authorised for the purchase and the order is cancelled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed will be subject to a cancellation fee of $2.00 regardless of the time order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Q. What if I Refuse Delivery?
A. If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you will be responsible for the postage charges.
Any fees and charges incurred due to a package being refused will be deducted from your merchandise refund.
The same will apply if the tracking states that delivery has been attempted and the item is awaiting collection from a postal depot, and item is not collected.
Please note that any orders that have already been packed or shipped cannot be cancelled.
Q. Can I change my shipping address after i nave placed my order?
A. Please be advised that your shipping address cannot be revised after the order has been processed or shipped.
Q. When will my order arrive?
A. Please check out our shipping policy, times may vary but we endeavour to get your order to you as fast and safely as possible.
Q. How can I track my order?
A. We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1-3 days after we have shipped your order. You can track your order on our website.
Q. Can i stack several discount codes in one order?
A. Promotion and discount codes cannot be used in conjunction with any other promotions and discounts unless stated otherwise.
Q. What do I do if I have missing items in my order??
A. If something is still missing, please contact us immediately.
Q. I ordered several items in my order but have only received one of my items?
A. We have a large assortment of products and when you order multiple items at a time, they may be shipped separately so they get to you faster. Typically there is no cause for concern if you don't receive all of your items at once... Rest assured that they are on the way :)
Q. What About Customs TAX/VAT?
A. Our price includes product cost and TAX/VAT if applicable. It does not include Customs duty TAX, it is charged by your government not by us. Unfortunately we are not responsible for delays caused by the customs, import duties, taxes or other customs charges.
Q. I have a question that wasn't answered, can you please help?
Absolutely! We are here to help you make your online shopping experience a great one! Please send us an email to firstname.lastname@example.org and we will be happy to assist you in any way we can.
We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.
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