WHAT IF THE CUSTOMER PICKED THE WRONG SIZE OR COLOR, CAN I CHANGE IT?
Our production facility is automated for processing orders as fast as possible so your customer gets the order ASAP. Unfortunately, because of our automated process, any requests to change an order must be submitted before the item has entered production. We offer for sellers the ability within your own CC app dashboard to put an order on hold by clicking the green circular button . This prevents it from being ordered and put into production, which allows customer service an opportunity to make any changes. Once the change is made, the order is taken off hold and put back into the system. If it already says ‘Being Fulfilled’ though, it is too late to put it on hold. Once an order has entered production, it is going to be decorated and we are no longer able to edit the order. Please utilize the size charts and have a detailed explanation available to your customers.
WHO PAYS THE CUSTOMS DUTIES & TAXES?
International shipments may incur customs fees depending on the country and their regulations. Any customs fees are to be paid to the appropriate customs agency by the customer.
HOW LONG DOES IT TAKE FOR BUYERS TO RECEIVE THEIR MERCHANDISE?
On average, merchandise is produced and shipped from our facility 2-3 business days after purchase. Standard shipping/transit times apply (1-7 days for domestic and 4-15 days for international).
HOW CAN I CHECK THE STATUS OF AN ORDER AND SEE HOW MUCH I WAS CHARGED FOR FULFILLMENT?
You can view the status of an order by navigating to your CustomCat App dashboard. If you notice an order in your Shopify dashboard that doesn’t appear in your CustomCat dashboard, you will want to wait 2 hours at most before contacting us. CustomCat batches your Shopify orders every 2 hours (half past the hour). The order will show "unfulfilled" until the shipping label is printed and the package is ready to ship. At this point the status will change to "fulfilled" and the tracking number will be displayed for your use. Keep in mind that the customer is also sent the tracking automatically via Shopify's email confirmation.
WHAT IS THE RETURN ADDRESS LISTED ON THE PACKING SLIP? WHERE WILL THE PACKAGE BE SENT?
Be aware that the return address listed on the shipping label is for our production facility, MyLocker.net (DBA CustomCat) but your store name will be listed as the sender. We’ll notify you in the case of a return and decide the best way to move forward.
WHY WOULD A PACKAGE BE RETURNED?
Most likely the package was returned due to an undeliverable address. Other instances include the package remaining unclaimed or refused/returned by your customer. We will contact you once the order arrives back to our facility. We would advise contacting your customer to see if they would like to proceed with the order and would wish to have the product reshipped. We may need an updated address or other information to complete the order.
WHAT IS YOUR REPLACEMENT/RETURN POLICY?
We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.
Customs & Regulations
You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.
How can I track my order?
We will send you the tracking code of your orders to the e-mail provided within 5-7 business days after the purchase. This email will also guide you how to track your package. Please note that the tracking information will be displayed 8-10 business days after you receiving that e-mail.
Please contact us at firstname.lastname@example.org if you do not receive tracking confirmation within those days.
Why I’m not able to track my order?
Please note that tracking information will be displayed 8-10 business days after being updated due to Customs. If a tracking number is not searchable after this period of time, there are several possible causes:
The shipping company has not yet updated the most recent delivery information on their website; the tracking code is wrong; the parcel has been delivered a long time ago and the shipping company has removed it from the tracking code history.
We suggest you can contact our Customer Service at email@example.com in those situations and we will provide you with your tracking number. We will contact the delivery company on your behalf and you will be informed once there is further information.
The courier tried to deliver the package but I wasn't at home, what should I do?
Please contact the courier. Usually, they will resent your package on the next working day, but sometimes they just ask you to pick up your package at their office.
I ordered multiple items but I have only received one/some of them. Why?
We do our best to reduce costs on your end so that you do not have to pay high taxes/premiums to get your items! If you ordered multiple items from us, it is highly likely that the goods will be shipped in several packages. Please allow some time for all of your items to arrive.
I tracked down my order and the status says Return to Sender, what should I do?
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement.
As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or courier otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any refund or replacement for free and you may need to place the order again.
The tracking site says Delivered but I haven’t received my order yet.
Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service at firstname.lastname@example.org further assistance. We are not responsible for any stolen packages.
Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.
Will I be charged with customs and taxes?
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 at its final destination, which is 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.