We have items we charge shipping for and items that qualify - no matter the price tag of the product - for Free Shipping, right from the beginning, without crossing our $39 threshold, where any shipping fee is waived. You can usually see if the item qualifies for Free Shipping or not at the headline, at the top of the product page. If its saying "Free Shipping Worldwide" , then no shipping charge is applied.
We ship your orders from various international warehouses (US, Canada, Malaysia and Singapore). Our stock is spread out over multiple fulfillment centers in order to grant a fast receiving. This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So don't panic, if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.
We are providing worldwide shipping to most places in the world. However, due to the security reasons, we can’t deliver a shipment to the military area. Neither do we ship to South Africa and some countries in Latin America, as the local carriers have been proven to be unreliable and cause failed deliveries or the shipping time takes way too long.
We do hope you are all well and staying safe, sound and healthy. The impact of this outbreak has hit many of you, and it hit us as well. We are aware that some issues have been occurring, as a result of the COVID-19 crisis.
Possible COVID-19 impact on your order:
1) Shipping times are longer and deliveries can be delayed by up to 4-8 weeks
2) Tracking code updates take longer than usual, due to limited workforce and cargo traffic in the logistics sector. During transit times, it can take a few weeks, until the tracking code will update
We do hope that you are understanding and if there is something you want to address or enquire about, just send us an E-Mail at firstname.lastname@example.org and we will do our best to help you as fast as possible
We ship out from multiple international warehouses. Depending on the Warehouse, demand and current stock, it usually takes 14-28Business Days, until you'll receive your order. It depends on the location and product. Some products may require some handcrafting work in advance, that will delay the shipping by a few days.
Outside United States: Please allow us a timeframe of 18-36 Business Days for shipping the goods to you. Exceptions are countries like Peru and South America, where shipping can take up to58 Business Days.
We apologize for any inconviniences that may occur, as in individual cases, we may run out of stock on products we've had plenty of orders on and have to re-order them. Thus, Shipping, though infrequently, can be delayed.
Mexico and South America: As the parcel has to travel around the entire globe, delivery can take 30-90 Business Days (90 in the worst case).
In case you've received a tracking code (read what it needs to qualify to get a code in "HOW CAN I TRACK MY ORDER?") - it will take 48-72 hours for the tracking ID to appear on the page of the carrier, for example USPS.
The reason for the time delay is caused by the fact, the first tracking event only shows up, once the shipment was handed over to us, i.e. - once the shipment has left the fulfillment center of your online store.
We have warehouses all around the globe, but most of our items are being shipped from HongKong or Singapore. That means that your order is coming from overseas and it will demand a longer delivery than a domestic delivery. Delivery times within Asia or locations nearby demand shorter delivery times - whereas - locations like Canada and South America demand the longest delivery times.
Please check around your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
We will always do our best to assist you, but STORE does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.
As we do not have control once we hand out the package to the carrier, a refund will not be granted in case it is being suggested, that the parcel was not delivered.
Unfortunately, we are unable to cancel your order as it has already been shipped and you should have received a confirmation email with your tracking number. If you so wish, you may return your order for a full refund, the instructions for which, you can find in the 'Refunds' section of our website.
In case you are from the UK and you were unsuccessful tracking your parcel on our page or straight on www.17track.net or on other tracking pages, please try http://en.4px.com/ - We mostly use this carrier for UK orders and those tracking codes can encounter issues, when trying to be tracked and traced on other tracking sites.
We are using the highest security standards and all your sensitive payment information - i.e. Credit Card details - that are being transmitted during the checkout process, will be encrypted. So you don't have to worry, that any unauthorized party will get access to your payment details.
We offer you a 30-day refund guarantee, given the following cases:
1) You are not satisfied with your item and it derives from the product description
2) The item has arrived damaged
3) You have changed your mind for various reasons
If the item is damaged, we request you to send us photos, to prove case number 2). Once we have evaluated the case, we will E-Mail you back and approve or disapprove the refund.
We will provide you the return address, but costs for delivery are being taken by the customer.
Exceptions apply for accidental orders, where we are not held being responsible and do not offer a refund.
There are 2 clear rules, where an order is NOT ELIGIBLE for a refund:
1) When the tracking code for the order indicates that the order has been delivered, as we would otherwise open the doors widely for fraudulent practices.
2) When it has come clear that delivery failed, due to the customer has been providing a wrong address. We will only resend the same item again to the corrected address, but we are not being held liable for such cases and will not issue a refund.
In case you have mistakenly ordered the wrong item or the wrong variant and the item has not yet been shipped out, please send us an E-Mail and make your corrections accordingly.
In case it has been shipped out already, we will offer you to re-order the same exact item by sending you a private link. The price will be a fraction of the actual retail price. In those cases, we are not held being responsible and do not offer a refund. But to get you the item that you actually want, we want to give you the chance to re-order your desired item but just being charged a little.
As we are being charged for such refunds, we will apply a refund fee that varies and depends on the refund amount that has been requested.
Please send us an E-Mail to email@example.com express your concern , before filing a dispute / chargeback with your bank. It does cost you and us extra sweat and tears and by explaining the concern to us via E-Mail, we are trying our best to resolve the case in both parties best interest.
Once the goods are sent out and the parcel is willingly being rejected up on receipt, the parcel will be send back to the post office. Our policy dictates, that, in order to receive a refund, you have to send the parcel back to us first. That means, in case you did not accept delivery of the parcel on your doorstep, your order is ineligible to receive a refund.
In case you will not receive a response from us within 12-48 hours, your E-Mail might have landed in OUR or YOUR spam folder of the E-Mail inbox. Please check your spam folder first and make sure that you whitelist our E-Mail firstname.lastname@example.org
It might also happen, that it does land in our spam folder or our customer support has accidentally overlooked your E-Mail and failed to respond. We apologise dearly for such mistakes but we are humans as you are and such mistakes can occur, even though at a very low frequency. So your best bet is to just send out another E-Mail and try it once again.