FAQs

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Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us here or send an email at [email protected][/vc_column_text][/vc_column][/vc_row][vc_row equal_height=”yes” css_animation=”fadeIn” css=”.vc_custom_1494510617612{margin-right: -50px !important;margin-left: -50px !important;}”][vc_column css=”.vc_custom_1496938621896{margin-bottom: 20px !important;border-right-width: 1px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;border-right-color: #e8e8e8 !important;border-right-style: solid !important;}” offset=”vc_col-lg-6 vc_col-md-6″][vc_column_text]

[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”Do I need to create an account to order?” tab_id=”1484652030151-41d816a1-ec06″][vc_column_text text_larger=”no”]

You can order as a guest. However, we recommend that you create an account for quick access to your history, order tracking, and to receive our latest news, and benefit of using member discount on several products.

[/vc_column_text][vc_tta_section title=”What if I typed the wrong email address?” tab_id=”1561130465938-a6040161-0d87″][vc_column_text text_larger=”no”]Please contact us so we can change your email address.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How long will delivery take?” tab_id=”1484652030190-407b08ef-5de7″][vc_column_text text_larger=”no”]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.[/vc_column_text][/vc_tta_section][vc_tta_section title=”What payment methods do you accept?” tab_id=”1484652030219-c6960c7e-ee62″][vc_column_text text_larger=”no”]We accept all major credit cards (VISA, Mastercard, AMEX),  and PayPal.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How secure is my online order?” tab_id=”1484652030238-302a2c7c-fe6f”][vc_column_text text_larger=”no”]When purchasing online using your credit card, all of your information is entered into a 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 authorized and approved. Your credit card information is not stored on our servers.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I change or cancel my order?” tab_id=”1484652030262-e10da133-51b0″][vc_column_text text_larger=”no”]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 authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Please note that any orders that have already been packed or shipped cannot be cancelled. Once orders are shipped we cannot make changes to delivery address, or make any product changes.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I set my shipping address?” tab_id=”1560444802810-6eed3e0b-5d59″][vc_column_text text_larger=”no”]Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “?” to “c”.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Can I change my shipping address after placing an order?” tab_id=”1560444838870-752652ad-861d”][vc_column_text text_larger=”no”]Please be advised that in very small instances, we can change your shipping address within the next 3-4 hours of your order. However, any long than that, your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination’s customs department will have the package on hold.[/vc_column_text][/vc_tta_section][vc_tta_section title=”When will my order arrive?” tab_id=”1560444841649-1d802848-f4d5″][vc_column_text text_larger=”no”]All items in store take 1-5 business days to process, and depending on your location, 7-20 working days to be delivered. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country. Please also note that during high volume periods such as the holidays, processing and delivery times may increase and unfortunately this is not in our realm of control. Check out our Shipping Info page.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I track my order?” tab_id=”1560444844142-7d2a1c75-5b50″][vc_column_text text_larger=”no”]We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order. Check our Track Order page.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Can I use several discount codes in one order?” tab_id=”1560444846393-bb6632c4-86dd”][vc_column_text text_larger=”no”]Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.[/vc_column_text][/vc_tta_section][vc_tta_section title=”What do I do if I have missing items in my order?” tab_id=”1560444848800-20b83840-caf1″][vc_column_text text_larger=”no”]If something is still missing, please contact us immediately.[/vc_column_text][/vc_tta_section][/vc_column][vc_column css=”.vc_custom_1496938627545{margin-bottom: 20px !important;padding-top: 15px !important;padding-right: 50px !important;padding-left: 50px !important;}” offset=”vc_col-lg-6 vc_col-md-6″][vc_column_text]

[vc_tta_accordion shape=”square” color=”white” c_icon=”chevron” c_position=”right” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”When will my order be processed?” tab_id=”1″][vc_column_text text_larger=”no”]We processes orders between Monday and Friday. Orders will be processed within 1-5 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends. Please allow extra time for your order to be processed during holidays and sale seasons. Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

[/vc_column_text][vc_tta_section title=”Will I be charged with customs and taxes?” tab_id=”1484056430132-f06cc1b5-a7ca”][vc_column_text text_larger=”no”]The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office[/vc_column_text][/vc_tta_section][vc_tta_section title=”Is my order eligible for free shipping?” tab_id=”1484049984302-e0b553b6-82dc”][vc_column_text text_larger=”no”]Free shipping can be applied to orders that are part of our free shipping promotions excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I change my shipping address?” tab_id=”1484057271889-b3b2ad15-15f7″][vc_column_text text_larger=”no”]If your order has not been shipped out yet, please contact us as soon as possible so that we can change your shipping address. Once your order is shipped out your shipping details cannot be changed. WhyOw.com is not responsible for incorrect shipping information and we do not provide refunds in these situations.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I track the status of my order?” tab_id=”1484056425804-e857e9fe-0c57″][vc_column_text text_larger=”no”]You will be provided with a tracking code for your order as soon as it gets shipped out.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Will my items come in one package?” tab_id=”1560445188689-018d7d91-cf5a”][vc_column_text text_larger=”no”]In some cases your order will be shipped in multiple packages. Shipping remains free in every case![/vc_column_text][/vc_tta_section][vc_tta_section title=”Do you ship to my country?” tab_id=”1560445190269-ed157db4-5c70″][vc_column_text text_larger=”no”]We ship worldwide. In case there is a problem with shipping to your destination, we will contact you and provide you with a full refund if delivery isn’t possible.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I receive customer support?” tab_id=”1560445191861-3d289908-5435″][vc_column_text text_larger=”no”]Our customer support is always ready to provide you with the service you need. You can contact us through e-mail and send us a message through the contact form.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How do I return an item?” tab_id=”1560445186752-5768bf42-5a68″][vc_column_text text_larger=”no”]If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return and a photo. Our customer service team will review the return request and will send further instructions if the return is approved.[/vc_column_text][/vc_tta_section][vc_tta_section title=”When will I receive my refund?” tab_id=”1560445295972-831358d2-429e”][vc_column_text text_larger=”no”]All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.[/vc_column_text][/vc_tta_section][vc_tta_section title=”How long is the returns process?” tab_id=”1560445297728-36e66d89-7ce3″][vc_column_text text_larger=”no”]Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.[/vc_column_text][/vc_tta_section][vc_tta_section title=”What if the item(s) I received are defective/incorrect/damaged?” tab_id=”1560445299418-e435a1e8-00b8″][vc_column_text text_larger=”no”]Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.[/vc_column_text][/vc_tta_section][vc_tta_section title=”Will shipping be covered for my returns?” tab_id=”1560445301320-4f795a7c-5957″][vc_column_text text_larger=”no”]All return shipping fees and other miscellaneous fees are the responsibility of the customer.[/vc_column_text][/vc_tta_section][/vc_column][/vc_row]