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RETURN POLICY
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Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample shown to you;
- Not what you ordered;
You can return it within 20 days following the delivery date.
Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
Please contact our Customer Support team to start the complaint process. Please include the following information:
- Order number
- Video or photo of the faulty product
- Complete delivery address
- Contact telephone number
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed
- You will be responsible for paying for your own shipping costs for returning your item(s).
SHIPPING POLICY
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Due to the impact of the COVID-19 pandemic. Some packages to certain countries may be delayed. Therefore, international packages may take 5-10 days longer than expected. Thanks for your understanding.
How much does shipping cost?
Shipping costs vary depending on the shipping destination and the number of items that you purchase. You can get a calculation of your exact shipping charges by adding items to your cart, proceeding to checkout, and entering your mailing address. The shipping cost will automatically update and display in your total costs.
Shipping fees are based also on the size, weight, and number of the packages in an order. Larger products and additional items will incur slight shipping surcharges. Total shipping charges are shown on the checkout page.
How long will it take for the buyer to receive their order?
Please notice to fill full information (including house number, apartment number...) on your shipping address. We will not offer the replacement or refund for the order with wrong/insufficient address provided by customers.
To estimate when you can expect your order, please refer to the time-frame below. It includes our most popular products and these following time periods:
- Production time: The time when your order waits in production queue until being produced
- Shipping time: From the time package is handed over to the delivery company to when it arrives at its destination.
Estimated delivery date = Processing time + Shipping time
- Processing time: Orders are typically processed within 3-7 business days before shipping – excluding weekends and holidays. During Holidays processing times may take up to 14 days.
- Shipping time: 7-21 business days. Tracking and secure check out are provided for all orders.
Note: There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; delivery issue is the responsibility of the shipping company.
Can the order be delivered to multiple addresses?
We do not offer shipping to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately.
Do you offer delivery to PO Boxes or Military APO/FPO addresses?
Yes, we can send shipments to PO Boxes and Military APO/FPO addresses.
Orders shipped to APO addresses are done so via DHL Globalmail, and then are turned over to USPS for final delivery (through the military mail system). Shipments to APOs can take up to 45 additional days to arrive.
Unfortunately, once the package enters the military mail system, tracking ceases to update for military security reasons. This means that we no longer have visibility of your order and cannot provide tracking information.
Will I be charged VAT taxes?
Items shipping internationally from the US are shipped DDU (Delivered Duty Unpaid) and we do not collect VAT (Value Added Taxes). All taxes, duties, and customs fees are the responsibility of the recipient of the package.
Depending on the receiving country, your package may incur local customs or VAT charges. We recommend contacting your local customs office for more information regarding your country’s customs policies.
