FAQ / Help

WEBSITE RELATED

  • WHAT METHODS ARE USED TO PREVENT FRAUD?
    • All the products are delivered to customers on providing the online invoice generated after successful payment.
    • All the delivery addresses are recorded in the order history and verified before delivery by our respective departments.
    • If the system detected any transaction as fraud, we verify the transaction by taking some details from buyer and if authentication failed in verification then the transaction will be canceled and refunded within 7 working days.
  • HOW DO I KNOW YOU WORK IN SECURE ECOMMERCE ENVIRONMENT?
    • All the payment transaction pages are secured by approved SSL certificates.
    • SSL Certificate can be verified by the following https://www.guncelkal.net
    • All our payment transactions are done on the provider website, which are well known and authorized providers.
  • WHEN CAN I CONTACT CUSTOMER CARE AND HOW?
    • You can email/live chat with us anytime with the details provided on ‘Contact Us‘ page.
  • WHAT DO YOU MEAN BY FULFILLED AND NON FULFILLED PRODUCTS?
    • Ufulfilled products are those products for which sellers are available within the US and such products usually get deliver as per shipping method you choose.Non fulfilled products are those products for which sellers belong to out of US. And that is why such products take a minimum of 20 days and upto 45 days in delivery. We do expedite the deliveries as soon as we receive them from the sellers.
  • DO YOU HAVE PHYSICAL STORE?
    • We operate as E-commerce only. So we do not have any physical store as of now. All our items are sourced internationally.

ORDER & DELIVERY

  • WHAT IS THE ESTIMATED TIME OF DELIVERY FOR THE PRODUCTS?
    • In general, you will receive your item within the chosen shipping method (5-9 Business days/ 14-20 Business days).*Not fulfilled products are not covered under above shipping time frame. Such products take a minimum of 20 days and up to 45 days in delivery. We expedite the deliveries of such products as soon as we receive them from the sellers.
  • CAN I CHANGE PRODUCT IN ORDER?
    • We are sorry to say that we cannot change the product in order once placed.
  • HOW DO I TRACK MY ORDER?
    • You will receive Track order link inside the order confirmation email to track your order. You can also track order on our website, just scroll down on the website and click on link under the “Guide” Section.

CUSTOMS CLEARANCE & CANCELLATION

  • WILL I GET COMPLETE REFUND ON ORDER CANCELLATION?
    • There are three scenarios for order cancellation:
      • If the shipment has been created/processed from the seller: Partial shipping fees will be deducted and rest of the amount will be refunded.
      • If the shipment has not been created/ processed by the seller: Full refund will be processed.
      • If the shipment left for your country, we cannot cancel your order.
  • HOW DO I CANCEL ORDER?
    • You need to contact our customer service for order cancellation. You can contact us through email or chat.
  • DO I NEED TO PAY EXTRA AMOUNT FOR CUSTOMS AFTER PLACING AN ORDER?
    • You don’t have to pay any extra amount to the customs authority at the time of clearance. In case, they ask for any extra amount for clearance, you need to “Contact Us” immediately.
  • WHO WILL BE RESPONSIBLE FOR CUSTOMS CLEARANCE?
    • Shipping company will take care of customs clearance procedure but in case, there is a need for declaration or additional documents, you need to provide those documents to the shipping company so they can present it to customs authority.
  • WHAT WILL HAPPEN IF SHIPMENT STUCK IN CUSTOMS?
    • In rare cases, a shipment can be stuck in customs and there is a need for declaration or additional documents from you. If you are failed to provide the requested declaration or additional documents then we will not be able to offer any refund from our side because the shipment will be confiscated by the customs authorities.

RETURN & REFUNDS

  • WHAT IS THE PROCEDURE IN CASE OF MISSING PRODUCT IN PARCEL?
    • After receiving the shipment, if you find any product is missing then you have 3 days to inform us. In case, if you did not receive your order within 90 days from purchase date, please “Contact Us” immediately. We might not accept the concern if received beyond this timeframe.
  • HOW SHOULD REFUND PROCESS ON RETURN?
    • Once your product returned, we will send you an email to notify you that we have received your returned product. The product will be then inspected and on that basis the approval or rejection of refund determines. Once it’s approved, your refund will be processed to original method of payment. Transaction settlement will take couple of days depending on your card issuer’s policy.
  • DO YOU HAVE EXCHANGE POLICY?
    • Regrettably, we do not have an exchange policy, we can only provide refund in case you received damaged/defective or wrong product after complete investigation done by the concerned department.
  • WHAT IS YOUR RETURN PROCEDURE?
    • If product delivered is damaged/defective or wrong, you need to inform us within 7 days from the day it was delivered. We may request you to share images or a video with order number (The link to upload Pictures and video will be given to you on your registered email address). The issue will then escalate to the concerned department who deals with shipping company and the seller.
      Points to remember:
      • If you received a damaged product then you have to inform the shipping company within 3 days from the day it was delivered.
      • Please make sure that all returned products are packed securely to prevent any loss or damage during transit.
  • WHICH PRODUCTS ARE NOT RETURNABLE?
    • Following products are not returnable:
      • Products not in the same condition as received.
      • Specific categories like innerwear, lingerie, Beauty products, perfumes/deodorant, pants, socks and clothing freebies, grocery & gourmet, Jewelry and Pet Supplies etc.
      • Products which have been used or installed.
      • Products with tampered or missing serial numbers.
      • Products with missing labels or accessories.
      • Digital products.
  • WHAT IS YOUR RETURN POLICY?
    • In the unlikely event, if product delivered is damaged/defective or wrong, you can return your product. The product should be returned in a resalable & unused condition. The item must be in the original packaging and returned with any accessories or free gifts within 7 days from the day it was delivered.