Frequently Asked Questions (FAQ)
Got questions? We’ve got answers.
This page covers everything you need to know about orders, shipping, payments, reshipments, and more. We highly recommend reading through the entire FAQ and our Refund Policy before placing your order, it will help avoid confusion and make sure everything goes smoothly.
If you don’t see your question listed here, feel free to reach out. We’re always happy to help!
Frequently Asked Questions (FAQ)
Got questions? We've got answers.
This page covers everything you need to know about orders, shipping, payments, reshipments, and more. We highly recommend reading through the entire FAQ and our Refund Policy before placing your order, it will help avoid confusion and make sure everything goes smoothly.
If you don’t see your question listed here, feel free to reach out. We’re always happy to help!
FAQ.
General Information
How can I reach customer support for more questions?
For support, please email us at [email protected] or message us on our WhatsApp number.
How do I utilize the store credits I've earned?
When checking out, you can apply the in-store credit to any of our products. Plus, it can be combined with our promotions to help you get the most value from our in-store credit.
Order & Billing
When will I receive my invoice and tracking details?
After verifying your payment, we will promptly issue an invoice. Once your package is processed, we will provide the tracking number. Please allow up to 1-72 hours for orders on weekdays. And for orders during weekend, we will provide the tracking number on Monday.
What discounts and coupons are currently available?
Currently, we’re offering a $5 discount. Just use the coupon code “5OFF” at checkout to avail of this special offer.
What are the accepted payment methods on your platform?
We currently accept payments via PayPal, Bitcoin, and Ethereum, Algorand, Decentraland, Tether USDT, USDC Coin. We’re also actively working to introduce more convenient payment methods to enhance your shopping experience with us.
I encountered a payment error. How should I proceed?
Please contact our customer care at [email protected] or message us on our WhatsApp number.
Why do I see handling fees, and how are they determined?
Handling fees are additional charges that cover the costs associated with processing, packing, and preparing items for shipment. These fees help businesses recoup the expenses they incur to ensure your order is safely and correctly handled from the warehouse to your door. Factors determining handling fees might include:
- Labor Costs: Time and effort spent picking, packing, and processing orders.
- Packaging Materials: Costs of boxes, bubble wrap, packing peanuts, tape, etc.
- Special Handling: Fragile, perishable, or hazardous items may require special care or materials, adding to the cost.
- Order Complexity: Larger or multi-item orders might take more time and materials to process.
- Warehouse Overheads: The costs of maintaining a warehouse, including utilities, rent, and equipment.
- System and Software: Expenses associated with order management and inventory software.
Shipping and Delivery
Do you offer shipping to my country?
At the moment, we only offer domestic shipping, primarily to our customers in the US.
Can you explain the different shipping methods, their costs, and delivery times?
Here’s a breakdown of the different shipping methods available, their estimated delivery times, and associated costs:
World-Wide Express
- Estimated Delivery Time: 10-25 Business Days
- Cost: $40 USD
- Details: This is a global shipping option, suitable for international shipments. It offers a broader range, covering multiple countries, but has a longer delivery time compared to country-specific options.
USA to USA
- Estimated Delivery Time: 2-4 Business Days
- Cost: $30 USD
- Details: This option is specific for shipments within the United States. It offers a fast turnaround, making it ideal for domestic shipping needs.
EU to EU
- Estimated Delivery Time: 5-12 Business Days
- Cost: $35 USD
- Details: Designed for shipments within the European Union. This method ensures quicker deliveries within the EU member countries.
UK to UK
- Estimated Delivery Time: 4-10 Business Days
- Cost: $35 USD
- Details: Exclusively for shipments within the United Kingdom, it provides a fast domestic shipping option for UK residents.
Choosing the right shipping method depends on the origin and destination of your parcel, as well as how quickly you need it delivered. Always factor in potential customs delays or other unforeseen circumstances when considering international shipping.
Does my package needs a signature upon delivery?
No, your package will not require a signature upon delivery. It may be left in your mailbox. Please ensure you keep an eye out for your package to avoid any potential misplacement or theft.
What actions should I take if my order is held by customs?
If your order is held by customs, please follow these steps:
Stay Patient: Customs holds can be a standard procedure, and many packages are released after a short review. Wait a little longer to see if the package is released.
Stay Informed: It’s essential to keep track of any notifications or communications from the customs department. They might require additional information or documentation from you to process the package further.
Reach Out to Us: If you’ve been waiting for an extended period or received a specific notice from customs that you don’t understand, please contact our customer service team. We’ll help clarify the situation and provide guidance on next steps.
You’re Covered: Rest assured, if there’s an issue and the package isn’t released, we’ve got your back. Depending on the situation, we will either refund your purchase or reship the package to ensure you receive your order.
Remember, while customs holds can be frustrating, they are a normal part of international shipping. We appreciate your patience and understanding in these situations.
If my order is seized by customs, is there any legal risk for me?
No, based on our records and experience, no one has faced legal action from customs for orders placed with us. While customs may seize packages for various reasons, such as incorrect paperwork.
When can I expect the delivery?
Your package will be processed as soon as we confirm your payment. It might take 8-10 business days for your package to arrive in your door-step.
Can I expect the tracking number on weekend?
All orders paid over the weekend will be processed on right away. However, the tracking numbers will be available on Monday.
Return and Refund Policies
Can you explain your refund and re-shipping policies?
You can find detailed information regarding our refund and re-shipping policies on our website. Please visit the following link to get all the specifics: https://promocaremeds.to/refund_returns/
