Frequently asked questions

FAQs

SHIPPING

HOW DO YOU SHIP AND WHAT IS THE PRICING?

Shipping costs depend on order weight and destination. They will be calculated during check out. Unless your cart exceeds the amount of $50! Then you’ll get your order right on your doorstep free of charge for shipping! However, free items don’t qualify for free shipping and may arrive in separate packages.

WHY DID MY ORDER NOT ARRIVE IN ONE PACKAGE?

We ship your orders from various international warehouses (US, Canada, Malaysia, and Singapore, Russia, Turkey, China). 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.

WHICH DESTINATIONS YOU SHIP TO?

We are providing worldwide shipping to most places in the world. However, due to 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.

SHIPPING AND TRACKING

WHERE IS MY SHIPPING CONFIRMATION E-MAIL?

In case you are missing any sort of E-Mail correspondence, such as your shipping confirmation E-Mail, please, especially as G-Mail user, always check your promotions TAB on the top right, next to your primary inbox. Most of our E-Mails are landing there.

Check your Promotions TAB!

Tutorial on how to whitelist our E-Mails:

Whitelist our E-Mails

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED

United States

We ship out from multiple international warehouses. Depending on the Warehouse, demand, and current stock, it usually takes 4-10 Business Days, until you’ll receive your order. It depends on the location and product. Some products may require some handcrafting work in advance, which will delay the shipping by a few days.

Outside the United States:

Please allow us a timeframe of 4-15 Business Days for shipping the goods to you. Exceptions are countries like Peru and South America, where shipping can take up to 30 Business Days.

We apologize for any inconvenience 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).

HOW CAN I TRACK MY ORDER?

When your item has been shipped out, you will receive a confirmation E-Mail right after.

If you have received a tracking code, then please go HERE or directly to the couriers website.

If tracking does not work, please try it again by visiting www.17track.net.

In the unlikely event, a package gets lost, we will either resend the item or refund you the full amount.

Note: International delivery to some countries and its couriers do not offer tracking codes, in some exceptional cases.

WHEN WILL MY TRACKING INFORMATION APPEAR?

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.

WHERE DO YOU SHIP FROM?

We have warehouses all around the globe, but most of our items are being shipped from the US, Canada, Malaysia, and Singapore, Russia, Turkey, China, HongKong. 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.

MISSING ORDER – TRACKING SAYS DELIVERED

Please check around your neighborhood 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.

CANCELING ORDER AFTER SHIPPING

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.

I AM FROM THE UK AND CANT TRACK MY ORDER?

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.

PAYMENT

PAYMENT METHOD

HOW CAN I PAY FOR MY ORDER?

We accept payments via:

1) Credit Card

2) Debit Card

3) COD (in Pakistan only)

SECURITY

IS MY PAYMENT SECURED?

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.

CURRENCY

WHAT CURRENCY ARE YOU USING?

All our products are listed in the US Dollar. If you are paying in a different currency, currency exchange fees might be applied.

REFUND

DO YOU OFFER REFUNDS?

REFUNDS FOR RETAIL ITEMS

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 of 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.

REFUNDS FOR ACCIDENTAL ORDERS

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.

ORDERS AND RETURNS

ORDER

HOW TO PLACE AN ORDER?

Simply visit our webpage on www.onlinephonez.com and choose your desired products. Add them to cart and once you have them all together, click on “checkout”, fill in your contact and shipping information, proceed to the payment and either pay

1) with Credit Card

2) with a Debit Card

and that’s it!

You will receive a confirmation E-Mail right after, that your order has been placed.

In case you should encounter some technical issues, we are always happy to help. Just reach out via E-Mail to [email protected]

HOW CAN I MODIFY MY ORDER?

In case you’ve chosen the wrong model or variant or a product accidentally got into your cart and you didn’t recognize it but you’d followed through with the payment.

Please send us an E-Mail to [email protected] and make your corrections.

Corrections are only applicable, as long as your item hasn’t been shipped out yet.

HOW CAN I RETURN MY ITEM(S)?

According to our refund and return policy, you can make use of your 30-day money-back guarantee and return the goods, if you are not satisfied with your order. Send us an E-Mail to [email protected] and we will provide you the returning address [email protected]

Returning costs are being paid by the customer and once we received your items back in our warehouse, we will send you a full refund.