Hello! Welcome to our Frequently Asked Questions section. We hope you find these FAQ’s helpful, however, if you don't find the answers to your questions listed below, please feel free to send us an email at firstname.lastname@example.org
Q. HOW SECURE IS MY PERSONAL INFORMATION?
A. Phoola uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline in our privately run secure datacenter.
Q. MY ORDER HAS BEEN SENT, WHY DON'T I SEE THE TRACKING INFORMATION?
A. Your order has been sent, but sometimes it takes up to 48 hours for tracking information to show up in the tracking system. In some cases, tracking information won't load in a timely manner. This is often the case with our USPS global shipping partners. If your order has a tracking number but has not updated, please rest assured that you will be taken care of. It is our responsibility to take good care of and we take that responsibility very seriously.
Q. DO I NEED TO HAVE AN ACCOUNT TO ORDER?
A. No, you can place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process.
Easily view your order status and order history.
Receive updates detailing our new releases and special promotions.
Q. WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
A. Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
Q. ARE THERE ANY EXCHANGE RATES?
A. All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Q. WHAT PAYMENT METHODS DO YOU ACCEPT?
A. We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
Q. HOW SECURE IS MY ONLINE ORDER?
A. When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored.
Q. HOW DO I CHANGE OR CANCEL MY ORDER?
A. We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Any cancellation made after an order has been placed will be subject to a cancellation fee of $1.00 regardless of the time order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled.
Q. HOW DO I SET MY SHIPPING ADDRESS?
A. Since our website and service are based on English, all the information that you type/enter is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.
Q. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
A. Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department holds the package.
Q. WHEN WILL MY ORDER ARRIVE?
A. The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information the next day. Tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.
Q. HOW DO I TRACK MY ORDER?
A. We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1-3 days after we have shipped your order. You can track your order on our website.
Q. CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
A. Promotion and discount codes cannot be used in conjunction with any other promotions and discounts unless stated otherwise.
Q. WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
A. If something is still missing, please contact us immediately.
Q. ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?
A. We have a large assortment of products and when you order multiple items at a time, they may be shipped separately so they get to you faster. Typically there is no cause for concern if you don't receive all of your items at once... Rest assured that they are on the way :)
SHIPPING & CUSTOMS
Q. WHEN WILL MY ORDER BE PROCESSED?
A. All orders are handled and shipped out from our warehouse locations in the US, UK or China. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Please contact us if you do not receive a shipping notificaiton email after 5 business days from the day you completed your payment.
Q. WILL I BE CHARGED CUSTOMS AND TAXES?
A. 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.
Q. IS MY ORDER ELIGIBLE FOR FREE SHIPPING?
A. Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products. Your order will ship using economy shipping. Please check the product page if the product is eligible for free shipping.
Q. MY ORDER STILL HASN'T ARRIVED, I THINK IT IS LOST?
A. If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier.
Q. HOW DO I RETURN AN ITEM?
A. All returns must be made within 365 days of the order delivery. If you are not happy with your purchase and wish to return an item, please contact us. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send instructions.
Q. WHAT IF THE ITEMS I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?
A. Firstly, please accept our sincerest apologies. Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, damaged, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to correct your order as soon as possible.
Q. HOW LONG IS THE RETURNS PROCESS?
A. Processing returns may take up to 14 business days from the day we receive your return. A confirmation is sent when your return has been processed.
Q. WHEN WILL I RECEIVE MY REFUND?
A. All refunds will be credited to your original form of payment. If you paid by credit or debit card refunds will be sent to the card issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, please contact your bank or credit card company. It may take some time before the refund is posted to your account.
Q. WHERE ARE YOU BASED?
A. We are based in the United States. To expedite delivery times, our products are stored in multiple fulfillment centers around the world.
Q. I AM HAVING TROUBLE PLACING AN ORDER ONLINE, DO YOU TAKE PHONE ORDERS?
A. Unfortunately, we are unable to take orders over the phone. You can try placing your order on a different device or browser. If you are still experiencing problems, we are happy to speak with you and assist with troubleshooting orders.
Q. I SENT YOU AN EMAIL, WHEN WILL YOU REPLY?
A. We make every effort to reply to emails within 24 hours. Our office is closed on weekends, so we will get back to you on the next business day.