FAQ

SHIPPING FAQs

·WHEN WILL MY ORDER BE SHIPPED?

Orders are shipped within 2 to 4 business days from the date payment for your order is received. You will be emailed a tracking number once your order has been shipped.

·I NEED TO CANCEL OR MODIFY MY ORDER.

We will try our best to accommodate your request, but please be aware that if your order has been processed already, we might not be able to cancel your order. If you placed your order within the last 24 hours, please submit an urgent request. If you placed your order more than 24 hours ago, please submit a request, chat with us online, or mail to us.

·HOW DO I TRACK MY ORDER?

You will receive an email with your tracking number once your order has been shipped. You may also contact to us to get the tracking number. 

·WHY IS MY TRACKING INFORMATION ISN'T UPDATING?

Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately, please try to track again later.

The carrier hasn't accepted your package yet.
The carrier hasn't scanned and entered tracking information for your package yet.
Your tracking number is incorrect or invalid.
The item was posted a long time ago, info not available anymore.
We ship all our merchandise directly from China through the Chinese Postal Service and your orders will arrive in your country by your government postal service. Please contact us.

·THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?

We really apologize that your item was not delivered to you. As much as we would like to have all the items be shipped smoothly, we really do not have control over other possible reasons/factors why an item did not arrive in one's mailbox. What we can recommend is that you can check with neighbors to see if they possibly have the package or check your local post office.

Most customers who have the same situation as you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the local postal service once it’s been shipped. You may contact them directly.

Please make sure that you have entered your correct and complete shipping details when you ordered. We will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.

·UPON TRACKING MY PACKAGE, IT SAYS "DELIVERY FAILED". WHAT SHOULD I DO?

Item was attempted for delivery but failed, this may due to several reasons. Please contact the carrier for clarification. Please be informed that we will NOT be held responsible for packages that have failed to deliver due to:

  • Item refused by the addressee
  • Incorrect / Illegible / Incomplete address
  • Expired Retention Period - in some countries, receivers are advised to claim their packages in the local post office. If left unclaimed, the parcel will be sent back to our warehouse.
  • Addressee Absence - Addressee not available at the time of delivery
  • Customs Policies, Rules, and Regulations

If you haven't received your package, we'd advise you to contact your local post office to arrange a re-delivery or collect your item right away. Generally, the carrier has collection deadline, we'd advise you pick up your package at once, or it might be returned to our warehouse.

If this happens, we will have to wait to see if the package gets returned back to us and only then can we give you 2 options:

  1. Resend the package but with additional shipping fee
  2. PARTIAL refund deducting the previous shipment and restocking fees

·WHAT IF I RECEIVE A WRONG OR DAMAGED ORDER?

Let us make it right for you. Please contact us.

·I HAVE ANOTHER QUESTION ABOUT MY ORDER.

We would love to hear from you. Please contact us.

 

PAYMENT METHODS AND BILLING

·CAN I PAY WITH MY CREDIT/DEBIT CARD?

Yes, you can pay with your credit and/or debit card! To pay with your card, please checkout using the PayPal or Secure Payment checkout options.

·CAN I PAY WITH PAYPAL?

Yes, you can pay with PayPal! PayPal is the preferred payment method. You do not need a PayPal account to use PayPal, and you can still use your Debit or Credit card.

·WHAT IS PAYPAL?

For more information about PayPal, please visit PayPal’s website: www.PayPal.com. You may also reach their customer service team by phone at (1) 888-221-1161 (USA & Canada). International customers, please visit PayPal's website for more customer service information.

·DO YOU ACCEPT INTERNATIONAL CREDIT CARDS?

Swagmesecret accepts international credit cards via PayPal for all international orders.

 

RETURN & EXCHANGE

·HOW DO I CANCEL MY ORDER?

Cancellation of an order is possible as long as the order hasn't been shipped yet. 
Cancellation of an order is not possible for orders that have already been shipped.

·HOW LONG WILL IT TAKE TO RECEIVE MY REFUND FOR MY RETURN?

We process all returns within 1 to 2 weeks from the date we receive your return. On average, it takes about 2 to 3 weeks from the date you mail your return before the refund is posted in your account.

·CAN I RETURN AN ORDER FOR A REFUND?

Yes. We will gladly refund your order as long as you meet our return guidelines. Please be aware that we will not be able to accept returns for items that are marked as final sale. 

 

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