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F.A.Qs

SHIPPING

HOW MUCH DO YOU CHARGE FOR SHIPPING?
Shipping is free on every order when you sign up for a free account 

DO YOU SHIP TO MY COUNTRY?
At this time we only ship to the USA, Canada, Australia and United Kingdom. However, we are excited to tell you that this option will come available to all our future international customers soon   

DO I HAVE TO PAY CUSTOMS & DUTIES FEES?
Most of the time there isn’t any customs fees to pay however this will depend on your exact location, you might be charged a small custom fee or import tax for the final delivery. In this case, please kindly pay the required fee to receive your order  

WHERE ARE YOUR ITEMS SHIPPED FROM?
Most of our orders are dispatched from our North American warehouses, however if an item isn't in stock your order might dispatch from our Hong Kong warehouse. In most cases this won't affect shipping times, if it does you will be notified by email
 
I NEED EXPEDITED SHIPPING. DO YOU OFFER THIS SERVICE?
No, in order to offer all our customers free shipping, all orders are shipped regular ground with tracking which is fairly quick, at this time we are not offering expedited shipping

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
We will notify you by email when your order have been shipped. Please allow 24-72 hours after your order has been placed for tracking information to be generated and emailed to you. You can also conveniently track your shipments directly on our website in the track your order section

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Shipping is usually between 6-10 days. Please note due to covid, shipping might be slightly delayed and that all orders have a processing time of between 1-3 days, so processing time plus shipping time = arrival time. We cannot be responsible for custom delays or any delays due to postal service. If you order does not arrive within 15 days please contact our support team 

HOW DO I TRACK MY ORDER?
Tracking information will be emailed to the same email you provided when placing your order. Please allow 24-72 hours after your order has been placed for tracking information to be generated and emailed to you. You can also conveniently track your shipments directly on our website in the track your order section

ORDER STATUS SAYS RETURN TO SENDER, WHAT SHOULD I DO?
In the event that the shipping company was unable to deliver your order and parcels were returned to us, please contact us immediately so we can arrange to re-send you a replacement 

WHY IS MY SHIPMENT STATUS UNCHANGED?
Shipment delays sometimes happen and can be due to several factors including, weather incidents, customs inspections, backlogs or wrong shipping information. Please be patient and if status hasn’t changed or you haven’t received your order please contact your local post office or shipping company and provide them with your tracking information

TRACKING SAYS DELIVERED BUT I HAVEN’T RECEIVED MY ORDER YET?
Sometimes postal services mark an order as delivered when it has reached your local post office even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may be holding the item for you

I ORDERED MORE THAN ONE ITEM BUT HAVE ONLY RECEIVED ONE OF THEM. WHY?
Most items ship from our warehouses in the USA and Canada, if an item is not in stock we will ship from our Hong Kong warehouses. If this is the case then it is not uncommon to receive a few packages from us at different times. If you did not receive a tracking number for an item you are expecting, please contact our customer support at support@myshopppy.com   

MY PACKAGE IS STUCK IN CUSTOMS. WHAT CAN I DO?
Customs, Postal Services and MyShopppy are different entities, we are not liable for any delays caused by customs or local post services and cannot be made responsible for the customs services in your country. Payment of customs and/or taxes is the responsibility of the recipient and will not be covered by us. For further details of charges or if your order is being held up at customs, we suggest calling your country's customs department directly and asking them to release your items, most of time items are released with one simple call

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER IS PLACED?After an order has been placed shipping address cannot be changed if you need to make any changes to your shipping address, please contact our customer service within 12 hours of placing the order and we might be able to take care of it but can’t guarantee it. Please ensure that all the information you have provided is correct before submitting your order to prevent mishaps from happening

NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us

 

RETURNS AND REFUND

WHAT IF I RECEIVE A DAMAGED OR FAULTY PRODUCT?
Don't worry you’re covered! If you have received a damaged or faulty product, please send us photographic, or video proof of the damage at support@myshopppy.com within 5 days of receiving your products and we will send you a new working item free of charge. Please refer to our warranty section for more information 

WHAT IF I AM UNHAPPY WITH MY ORDER AND WANT TO RETURN IT FOR A REFUND?
We believe in our products and offer a 30 day satisfaction refund policy. If you're unhappy with your purchase, send us the product back in working condition with original packaging and we'll refund your money excluding shipping, please refer to our refund page for more information

WHAT DO I DO IF I HAVEN’T RECEIVED MY REFUND?
Please allow 3-10 days for any refunds to be posted to your account. Here are the steps to follow if your refund is late or missing, if you’ve done these steps listed below and still haven't received your refund please contact us at support@myshopppy.com 

  1. Contact your credit card company to verify how long it takes for refund to be posted
  2. Contact your bank there is often some processing time before a refund is posted
  3. Call or email us to double check date was refunded