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FAQs

General

1. Where is Store located?

Elephanthairbraceletpro.com is a global company. We sell via our online store rather than retail shops. We keep our prices low by being both the designer, manufacturer and retailer.

2. How long do support requests take?

Respond to all support requests within 12-48 hours.

Orders

1. I ordered something, but want to cancel

Once an order is purchased, it is automatically sent to our processing hub for dispatch.

Please select carefully before placing an order.

You can read more about our Returns & Refunds here.

2. I ordered something, but want to change the order

You must contact us within 1 hour of placing the order to arrange an item change.

You can do this by emailing support@elephanthairbraceletpro.com with your order number as the subject.

You can read more about our Returns & Exchanges here.

3. My order arrived, but the items were wrong

Please email us at support@elephanthairbraceletpro.com with a photo of your items and the order #.

If we’re at fault, we’ll send you out the correct items at our cost.

You can read more about Returns & Exchanges here.

4. My order arrived and I need to change the size

Please contact us at support@elephanthairbraceletpro.com and provide us with your order number.

You can send us your item back and we will send you a new item with the updated size.

*Postage costs will be at your expense.

You can read more about Returns & Exchanges here.

5. How does the Satisfaction Guarantee work?

If you’re not happy for any reason, send us an email at support@elephanthairbraceletpro.com and provide your order number. If you post us back your items, we’ll send you a replacement free of charge.

*Postage costs will be at your expense.

You can read more about our Returns & Exchanges policy here.

Payment details

1. What types of payment do you accept?

We accept Visa and Mastercard, American Express, Paypal. We also accept Visa Debit and Debit Mastercard. If you are having trouble with debit cards, read our article here.

Shipping

1. Do you deliver to my country?

We offer 100% free shipping to every country…

But, we have customs & shipping problems when sending to FPO or APO Addresses.

2. How long will it take to get my order?

US orders are the fastest. We ship via e-packet, which is a US postal service product. US orders usually take between 7 and 14 business days or a bit more to arrive at their destination, but can take longer from time to time or during holidays.

All other Global orders ship by EMS and take 7 to 30 business days. In rare cases it can take a bit longer depending on where you are in the World, your local postal service & customs policy and other circumstances.

3. Sales taxes & duties

When you purchase an item from us for delivery, your order may be subject to local import duties and taxes which are levied once the package reaches your delivery country. Unfortunately we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country, so for further information we advise you to contact your local customs office. You will be liable for all import duties, customs and taxes levied by your country your order is being shipped to. These will be due at the point of, or after delivery. We are not liable for these charges, and they unfortunately can not be reimbursed or refunded by elephanthairbraceletpro.com.

If you abandon your order, we will not re-ship it for free.

Additionally, please note that when ordering from elephanthairbraceletpro.com, you are considered to be the ‘Importer of Record’ and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.

Important Tracking Information

1. Who is the shipping company?

We use one of 4 shipping companies.

We use USPS, SF Express, China Post, China EMS.

Depending on levels of stock and demand, we ship from one of 4 warehouses across the globe.

2. My tracking says “no information available at the moment”.

All orders are dispatched within 24 hours, however for some shipping companies, it takes 3-5 business days for the tracking information to update on the system.

If your order was placed more than 5 business days ago and there is still no information on your tracking number, please email support@elephanthairbraceletpro.com and we’ll respond within the day.

3. How do I stay updated about my order tracking?

When you put in your tracking number, you can enter your email and click the “Notify” button. You will be sent an email every time a shipping update it made.

 

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