FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Payment & Billing
Why is my card not working?
There are several reasons why your credit card might not be working:
- The card details may have been entered incorrectly.
- Insufficient funds or the card is locked.
- Your bank may have flagged the transaction for security reasons.
What payment methods do you accept?
We use Shopify Payments, so there are different options like:
- Credit and debit cards (Visa, Mastercard, American Express, Discover).
- Apple Pay / Google Pay.
- Shop Pay
Why was my payment declined?
If your payment was declined, possible reasons include:
- Insufficient funds in your account.
- Your bank blocked the transaction for security reasons.
- The billing address does not match the one associated with your card.
- Your card has reached its daily spending limit.
Does Shipofy charge sales tax?
Sales tax is calculated based on your shipping address and applicable tax regulations. The final tax amount will be displayed during checkout before completing your order.
Do you offer payment plans or financing?
Shop Pay allows to pay in full or in installments.
Orders
Can I add another item to an existing order?
Unfortunately, we cannot add items to an order once it has been placed. You will need to create a new order for additional items.
My order status says ‘Processing.’ What does that mean?
If your order status is "Processing," it means we have received your order and are preparing it for shipment. Orders typically take 1-2 business days to process before being shipped.
Can I change the items in my order before it ships?
Use this text to answer questions in as much detail as possible for your customers.
What if my order is delayed?
If your order is taking longer than expected, please check your tracking information first. If there are no updates or if your package is significantly delayed, contact us so we can assist you.
Shipping & Delivery
How much does shipping cost?
We offer UPS shipping options depending on your location. You can see the shipping cost by adding items to your cart and selecting your shipping method at checkout.
What are the estimated delivery times?
It depends on the service you choose. It could be 2-3 business days for Express Shipping, 5-10 business days for Standard Shipping.
Do you offer free shipping?
We do not offer free shipping; however, we provide multiple shipping options at different rates to suit your needs. Shipping costs vary depending on the selected service, delivery speed, and destination. You can view all available options and pricing at checkout.
How can I change shipping address on an order I already placed?
If you have put the wrong shipping address on your order you can contact us please include your order number and your correct shipping address.
You only have a short window to change the shipping address to an order and once an order has been shipped there is no way for us to make any changes. So please make sure to double check all information when placing your order.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number. You can use this number to track your package on our Order Tracking Page or through the shipping carrier’s website.
What if my package is marked as delivered but I haven't received it?
If your tracking information shows that your package was delivered, but you haven't received it:
- Check your mailbox, front door, or any secure delivery location.
- Ask neighbors, building management, or the front desk if they accepted the package.
- Contact the shipping carrier to confirm the delivery details.
If you still can't locate your package, please contact us with your order number, and we’ll assist you.
