FAQ

Frequently Asked Questions


1) FAQ about product

• 
Is there a discount for wholesale if I want to buy a large number of products?
If you want to order a large quantity of goods - please contact us, we will calculate the best price and shipping cost to your country. 

You can also see discounts and promotions in the section "Discounts"

• I want to order a product but it is out of stock. How can I find out when the product will be available and order it?
You can subscribe to the newsletter by mail about the store's news, we will inform you about all changes, as well as the receipt and new goods. (Usually newsletter by mail take place no more than once a month)

• 
If I still have questions about a product - how can I ask them?
Under each product there is a Question-answer section. It is best to ask the question there, it will help other customers to get an answer to the popular question. You can also contact us in a convenient way.


• If I received an item of the wrong size, did not receive an item from the order, or received a broken item - how can we correct this mistake?
The probability of an order mistake is very low, but if you suddenly did not receive any product from the order or received the wrong size or the product was broken - just contact us. We either refund the money for this product, or send another package (if you need a product not very urgently, we can add the missing product to a new order). Please send confirmation photos.


 I would like to receive several samples for some products in my order.Is this possible and how can I inform you about it?
Usually, we put sample products on all orders. If this is your first order, we will try to put as many sample items as possible in your order to implement new ideas and developments. If you have already made orders before and have not received samples - let us know about it in your next order (in the comment to the order). When new products appear on sale, we also try to add samples to your orders.

2) Shipping FAQ
• How can I place an order and calculate the shipping cost to my country?
To place an order and calculate the cost of shipping - you need to add the goods to the basket, then in the "Shipping address" section, indicate which country you need shipping to. At the next point, you can choose which method you need to delivery by air or by land.


• In the "Shipping method" section I can't choose the "Post method", how can I place an order?
If you cannot select the "Shipping Method", just below there is a "Fallback option" in case an error occurs during automatic calculation. As a rule, this is due to a temporary lack of delivery to your country. Due to the pandemic, some countries are temporarily closing the possibility of shipping to their country.
If choose the "Fallback option", we will check the possibility of delivery to your country. And if delivery is available, we will process your order. If the delivery really does not work at the moment, we can postpone your order until the delivery starts working. (Order payment is made upon possibility to send the order to your country)

• I made an order and paid it for but it has not been shipped for several days. How soon will my order be shipped?
We usually ship the order within 1-3 days. Rarely, but there are situations when your order was paid but after a few days delivery to your country became unavailable (now this may happen due to restrictions due to the pandemic). In this case, we immediately notify the customer about the delay in sending the order. As a rule, we expect the availability of delivery and send the order with a delay. (the delay is usually from several days to a month, it all depends on the restrictions on the reception of packages in your country)

• 
If I do not receive my order, will you refund my money?
Unfortunately, we do not participate in the delivery in any way, the post service is engaged in this. Very rarely, but this cannot be ruled out, there are losses of orders during delivery. We insure all orders. If you do not receive your order within 90 days from the date of dispatch, we will refund you the money for the order or send another one again of your choice. 


• How do I know where my package is? Will you send me a tracking number?
After sending the order - we send the track number to the email and you can also see it in your account on our website in the information about your order.
You can track the approximate location your order on the website: 17track.net.


• Is there a problem with customs in my country? Is there any additional tax to pay for customs in my country?
As a rule, small orders are valued in small amounts and you don't need to pay taxes to customs. All countries have their own laws on the import of goods, so we can not know for sure whether you will have to pay taxes to customs. For larger orders, we will usually agree on the declared value with the customer.

• Will there be any information about pyro on the parcel? My country's customs don't like the pyro indication and I am afraid not to receive my order.
The parcels will not contain information about pyrotechnics. Usually there are no difficulties with the passage of such parcels at customs, since there is nothing illegal among our goods for almost all countries.

3
) Payment FAQ

• I placed an order, but did not receive payment data. How can I pay for the order?
After processing your order (usually it takes from half an hour to several hours) we send the data for payment. For PayPal, this is my email for transferring to a PayPal account. Western Union is the recipient's full name, phone number and recipient country. For a bank transfer, this is the full name, account number, SWIFT code, phone number and email.

• Do I need to indicate the order number or some other data in the comments to the payment?
We don't have as many orders as in large online stores - therefore, you can leave nothing in the comments to the payment. We will see your payment according to the amount that we receive to the account.

• How can I understand that you have received my payment?
You will receive an email notification about the order status to change to "Order has been paid", and you can also check it in your personal account in the "View your order history" section and select the order which you interest.


• I need a printed version invoice for my order, can I get it?

Yes, we can send an invoice for your order if necessary. If you need to change any data for invoice, address or company name - please indicate it.




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