How fast is the shipping time for express?
- Estimated normal delivery without delays is 6 - 10 days, just to be sure 8 - 12 days. Please note, order processing time is not included in the shipping time.
How about the standard shipping?
- Average shipping time is within 2 - 4 weeks, please check our policy page to see the shipping time chart.
Why my UPS and USPS tracking number is not updating?
- Most packages will come from abroad, courier will pick it up and deliver once it arrives in a US Port or Post Office. Once they have the package the tracking number will update.
- If you want to know the status of your package while en-route, please contact us we'd be happy to check the tracking system that is not visible to the customers and will let you know any update firstname.lastname@example.org.
Customs clearance, how long will it take?
- For smaller items it is faster but for large and $100 above items it will take a few days, for example the tanks.
- For the Tanks, due to the weight and amount, customs clearance will take a few days longer than other items. Please allow a few days extension for your order to arrive. Thank you for understanding and sincere apologies for the inconvenience.
- All our prices is in USD.
How about the duties and taxes?
- All packages that we shipped are all duties/taxes paid. But some few locations charges additional duties/taxes, the laws around taxability of shipping charges varies and not universal.
- Once the packagae has been received, additional duties/taxes that needs to be paid are customers responsibility. Best to contact your Post Office regarding this matter.
How to install the Tanks?
- To download the PDF instruction, please click here.
How long is the order processing time?
- For small and easy to ship items, order processing tme is within 1 - 3 days then it will be shipped out.
- For bigger items like the tanks, order processing time is within 3 - 7 days before shipment.
I’ve received part of my order but not all. Where is the rest?
- Some items get shipped separately, rest assured that the remaining items in your order are on the way and will be following close behind.
Where do you ship to?
- Most products we ship worldwide. Some products cannot be shipped to a limited set of countries. If we cannot ship to your country we will refund your money.
How long does it take to refund money?
- We will refund within 3 days of receiving items back.
However, the time for your refund to show up on your statements depends on your bank / payment method. In most cases, it takes 1-2 weeks before your refunded money shows up on your account statement.
Status delivered but I didn't receive my package?
- We'd be happy to resend your order once we confirmed that it wasn't receive. Unfortunately we CANNOT give a refund for this issue.
How to return?
- Please contact us first before returning, email@example.com. DO NOT send it back to the addresses on the package.
- We can provide full refund or credit voucher, this varies depending on the issue and reason for returning the item.
- For the tanks we charge a 20% restocking fee once returned. You'll be refunded 80% of your paid amount.
Do you ship to PO Boxes?
- Yes we do.
How can I cancel my order?
- We allow cancellation of orders within 24 hours after placing them, however once the order is already processed we CANNOT cancel or refund the order.
- If the order has already been shipped, it CANNOT be cancelled. You are responsible for shipping it back and shipping cost cannot be refunded. Please contact us by email for any cancellations, firstname.lastname@example.org.
My package didn't arrive. What do I need to do?
- Check the shipping times first. Many packages ship internationally from our suppliers it can sometimes take 2 to 4 weeks to arrive (97% of our package arrive on time however sometimes it just takes a bit more time due to customs, shipping delays and such, so give it a couple of more days). If the time has passed please send an email to email@example.com with your order number, and we will do our best to sort it out.
My package arrived, but it is damaged/incomplete. What do I need to do?
- Please contact us immediately if this happens so we can sort this out. Take a picture and save the package. Also take a picture of the package label. This will help us follow up with our supplier. Please contact us as soon as possible at firstname.lastname@example.org with the damaged information.
What if I do not want my package anymore after it has been shipped?
- If the item is already shipped, please wait for it to arrive and return it and we will refund you. Contact email@example.com for instructions on returns.
- If you refuse delivery it will go back to the courier and it becomes very difficult for us to refund your money. Refused packages are NOT eligible for refund.
I want my package faster but I do not see an option for that?
- Please contact us at firstname.lastname@example.org - specify the product and the zip, country it has to be delivered to. In many cases, we are able to ship faster than the standard shipping. Extra cost does apply.
Do I receive tracking and how long does it take to get a package to me?
- Yes, you do receive tracking for most packages (there are some country exceptions). If you don't get a tracking please email us at email@example.com and we will send your tracking info. Some tracking will show all the way to delivery, while other tracking shows the shipping time and partial tracking. This depends on the country it is going to. How long a package takes depends on where you live. Most orders take 1-7 business days to ship out and 2-4 weeks to receive.(97% of our packages arrive on time however sometimes it just takes a bit more time due to customs, shipper delay and such, so give it a couple of more days).
- Estimated 2 - 4 weeks shipping time. Due to factors that often effects international shipments, such as holiday, customs, weather, we can only offer an estimate of shipping times.
You said it takes 1-7 days to ship (depending on the order), why do I get my tracking later?
- Keep in mind that weekends do not count. Shipping happens only during business days, weekdays. Also, holidays do not count. Items take usually 1-7 business days to process depending on the item(s) ordered.
Updating to the tracking systems is sometimes delayed and can take 7-10 days to show correctly.
Sometimes shipping emails go to trash or spam folders. During the busy holiday season, it's always good to order early. Email us if you need tracking info and we will send it again.
Can I ship with my own Fedex/UPS account?
- Yes, please contact us at firstname.lastname@example.org then we'll provide a link that you'll need to pay for expedited shipping.
What is the best way to contact you?
You can contact us by email: email@example.com