FAQ

Welcome to the SGTradingInc.com Help Center – Your Complete Guide to Shopping, Shipping, Returns, Product Information, and Customer Support

Find detailed answers to common questions about online shopping, order processing, payment methods, shipping and delivery, return policies, product safety, account management, and more. Our comprehensive FAQ is designed to help you shop with confidence at SGTradingInc.com.

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Shopping & Ordering

How do I place an order on SGTradingInc.com?

Ordering from our online store is simple and secure. Follow these steps:

Step 1: Browse Our Product Categories

  • Explore our eight curated categories: Home & Kitchen, Home Decor, Stationery & Craft, Garden & Outdoor, Beauty & Care, Cleaning & Storage, Tools & Maintenance, and Pet Supplies
  • Use the search bar to find specific products
  • Filter by price, category, or customer ratings

Step 2: Select Your Product

  • Click on any product to view detailed descriptions, specifications, images, and customer reviews
  • Review product dimensions, materials, features, and care instructions
  • Check customer ratings and reviews for real user feedback

Step 3: Add to Shopping Cart

  • Select product options (size, color, quantity) if applicable
  • Click “Add to Cart” button
  • Continue shopping or proceed to checkout

Step 4: Review Your Cart

  • View all items in your shopping cart
  • Update quantities or remove items if needed
  • Apply discount codes or promotional offers if available
  • Review subtotal before proceeding

Step 5: Secure Checkout

  • Enter or select shipping address (must be complete and accurate)
  • Choose shipping method (Standard, Expedited, or Express if available)
  • Enter payment information (all major credit and debit cards accepted)
  • Review order summary, shipping costs, taxes, and total amount

Step 6: Place Your Order

  • Review and agree to our Terms of Service, Privacy Policy, Return Policy, and Shipping Policy
  • Click “Place Order” or “Complete Purchase”
  • Receive immediate order confirmation via email

Important: By placing an order, you acknowledge that you have read, understood, and agreed to all our terms and conditions, including our return policy, shipping policy, and product use disclaimers.

Can I modify or cancel my order after placing it?

Order modifications and cancellations depend on order status and processing timeline.

BEFORE Order is Shipped (Processing Stage):

If your order has not yet been shipped, modifications or cancellations may be possible:

How to Request Cancellation:

  1. Use our Contact Us page immediately
  2. Subject line: “URGENT – Order Cancellation Request”
  3. Include: Full name, order number, email address used for order
  4. Specify: Complete cancellation or specific item removal

Processing Timeline:

  • Orders placed Monday-Friday are typically processed within 24-48 hours
  • Orders placed on weekends are processed on the next business day
  • Processing includes payment verification, inventory allocation, packaging preparation, and carrier coordination

Important Notes:

  • Cancellation requests are processed in the order received
  • If your order has already entered fulfillment processing, cancellation may not be possible
  • We will notify you via email whether cancellation was successful
  • Successful cancellations receive full refunds within 5-7 business days

AFTER Order is Shipped:

Once your order has shipped and you receive tracking information, cancellation is NO longer possible.

Your options after shipment:

Option 1: Refuse Delivery

  • When the carrier attempts delivery, refuse to accept the package
  • Package will be returned to sender
  • Once returned to our facility, we will process a refund according to our Refund Policy terms
  • Deductions apply: Original shipping cost (non-refundable) + 25% restocking fee

Option 2: Accept Delivery and Return According to Policy

  • Accept the package when delivered
  • Inspect items upon receipt
  • If eligible for return (unopened, unused, within 14 days), follow our return process
  • Standard return terms apply: 25% restocking fee, customer pays return shipping, original shipping non-refundable

Address Changes After Order Placed:

Before shipment: Contact us immediately via our Contact Us page with “URGENT – Address Change” in the subject line. We will attempt to update the address if the order has not been processed for shipment.

After shipment: Address changes are generally not possible once the package is in transit. Contact the shipping carrier directly using your tracking number to request address correction (carrier may charge fees of $10-$30, and changes are not guaranteed).

Liability Disclaimer: We are not responsible for packages delivered to incorrect addresses provided by customers. Providing an accurate, complete shipping address is the customer’s sole responsibility.

What items are available for purchase on SGTradingInc.com?

We offer a carefully curated selection of quality products across eight diverse categories designed to meet your everyday needs.

🏠 Home & Kitchen Products

  • Kitchen gadgets, utensils, and cooking tools
  • Cookware, bakeware, and food storage containers
  • Kitchen organization and space-saving solutions
  • Dining accessories and tableware
  • Small kitchen appliances and innovative cooking aids

🎨 Home Decor & Interior Design

  • Wall art, canvas prints, and decorative wall hangings
  • Decorative pillows, throws, and textiles
  • Lighting solutions including lamps and LED lights
  • Vases, planters, and decorative centerpieces
  • Seasonal decor and home accent pieces

✏️ Stationery & Craft Supplies

  • Art supplies for drawing, painting, and crafting
  • Notebooks, planners, journals, and organizers
  • Writing instruments including pens, markers, and pencils
  • Craft materials for DIY projects
  • School and office supplies

🌿 Garden & Outdoor Essentials

  • Gardening tools and equipment
  • Planters, pots, and plant accessories
  • Garden decor and outdoor ornaments
  • Watering systems and gardening aids
  • Outdoor organization and storage

💄 Beauty & Personal Care

  • Skincare products and facial care items
  • Beauty tools and accessories
  • Hair care products and styling tools
  • Personal grooming and hygiene products
  • Wellness and self-care items

🧹 Cleaning & Storage Solutions

  • Cleaning supplies and household cleaners
  • Organization systems and storage containers
  • Space-saving storage solutions
  • Closet organizers and drawer systems
  • Laundry and household maintenance products

🔧 Tools & Home Maintenance

  • Hand tools and power tool accessories
  • Hardware and fasteners
  • Home repair and maintenance supplies
  • DIY project essentials
  • Workshop and garage organization

🐾 Pet Supplies for Dogs, Cats & Other Pets

  • Pet toys and entertainment
  • Grooming tools and accessories
  • Pet care and hygiene products
  • Pet accessories and supplies
  • Feeding and watering solutions

Product Sourcing & Quality Standards:

All products sold on SGTradingInc.com are sourced from various manufacturers and suppliers. We act as a retailer, not the manufacturer. Product quality, safety standards, specifications, and warranties are determined by the respective manufacturers.

Important Product Disclaimers:

⚠️ Products are sold “AS IS” without warranties – We do not guarantee product performance, suitability for specific purposes, or fitness for particular uses

⚠️ No guarantees on product results – Individual results may vary based on usage, conditions, and individual circumstances

⚠️ Customer responsibility – You are solely responsible for selecting appropriate products for your needs, reading all product information, following manufacturer instructions, and using products safely and as intended

⚠️ Manufacturer responsibility – Product defects, design flaws, safety issues, recalls, and quality concerns are the responsibility of the manufacturer, not SGTradingInc.com (except as specifically stated in our Refund & Return Policy for defective items within 7 days of delivery)

Payment Methods & Security

What payment methods are accepted at SGTradingInc.com?

We accept all major credit cards and debit cards for secure online payment processing.

Accepted Payment Cards:

  • ✅ Visa (credit and debit)
  • ✅ Mastercard (credit and debit)
  • ✅ American Express
  • ✅ Discover
  • ✅ Debit cards with Visa, Mastercard, American Express, or Discover logos

Payment Processing:

All payment transactions are processed securely through Stripe, a leading PCI-DSS Level 1 certified payment processor trusted by millions of businesses worldwide. Stripe provides bank-level security and fraud protection for all transactions.

We do NOT accept:

  • ❌ Cash or money orders
  • ❌ Checks or bank transfers
  • ❌ Cryptocurrency or digital currencies
  • ❌ Third-party payment services (PayPal, Venmo, etc.) at this time
  • ❌ Purchase orders or invoicing
  • ❌ Buy now, pay later services

Payment Authorization:

When you place an order:

  1. Your payment information is securely transmitted to Stripe for authorization
  2. Your bank or card issuer authorizes the transaction
  3. Payment is immediately charged to your card
  4. You receive order confirmation once payment is successfully processed

Payment is required in full at the time of order placement. We do not offer payment plans, installments, or deferred payment options.

Is my payment information secure when shopping online?

Yes. We implement industry-leading security measures to protect your payment information and personal data.

Security Technologies & Protocols:

🔒 256-bit SSL/TLS Encryption

  • All data transmitted between your browser and our website is encrypted using advanced SSL (Secure Sockets Lock) technology
  • Your payment information is never transmitted in plain text
  • Look for the padlock icon in your browser’s address bar

🔒 PCI-DSS Compliance

  • We are compliant with Payment Card Industry Data Security Standards (PCI-DSS)
  • Stripe, our payment processor, maintains PCI-DSS Level 1 certification (the highest level of security)
  • Regular security audits and compliance assessments

🔒 Tokenization & Secure Storage

  • Your complete credit card information is NEVER stored on our servers
  • Stripe uses tokenization to convert sensitive data into secure tokens
  • Only Stripe has access to your actual payment card details
  • We receive only order confirmation and transaction status

🔒 Fraud Detection & Prevention

  • Advanced fraud detection algorithms monitor all transactions
  • Suspicious transactions are flagged for manual review
  • Address verification and CVV verification for all orders
  • Velocity checks to prevent multiple fraudulent attempts

🔒 Secure Infrastructure

  • Secure hosting with 24/7 monitoring and intrusion detection
  • Regular security patches and system updates
  • Firewall protection and DDoS mitigation
  • Access controls and authentication protocols

What We Do NOT Store:

  • ❌ Complete credit card numbers
  • ❌ CVV/security codes
  • ❌ Card PINs or passwords
  • ❌ Bank account information

Your Responsibility for Account Security:

To maintain the security of your account:

  • ✅ Use strong, unique passwords (combination of letters, numbers, symbols)
  • ✅ Never share your account credentials with anyone
  • ✅ Log out after using shared or public computers
  • ✅ Keep your email account secure (password recovery depends on email access)
  • ✅ Monitor your account for unauthorized activity
  • ✅ Report suspicious activity immediately via our Contact Us page

Security Limitations:

While we implement comprehensive security measures, no online transaction or data transmission is 100% secure. You acknowledge that you provide your information at your own risk and that we cannot guarantee absolute security against all potential threats, including sophisticated hacking attempts, data breaches, or other unauthorized access despite our best efforts.

Liability Disclaimer: We are not liable for unauthorized access to your information resulting from factors beyond our reasonable control, including but not limited to third-party hacking, your failure to maintain password security, compromised email accounts, or use of shared/public computers without proper logout procedures.

For complete information on data protection, please review our Privacy Policy.

Why was my payment declined or not accepted?

Payment declines can occur for various reasons related to your bank, card issuer, or the transaction itself. We do not control payment authorization decisions.

Common Reasons for Payment Decline:

1. Insufficient Funds

  • Your account balance is insufficient to cover the purchase amount
  • Available credit limit has been exceeded
  • Overdraft protection is not enabled or has been exhausted

2. Incorrect Payment Information

  • Credit card number was entered incorrectly
  • Expiration date is wrong or card has expired
  • CVV/security code is incorrect or missing
  • Name on card does not match billing information

3. Billing Address Mismatch

  • Billing address entered does not match the address on file with your bank or card issuer
  • ZIP code or postal code is incorrect
  • Address verification system (AVS) flagged the mismatch

4. Card Restrictions or Limitations

  • Card has not been activated
  • Card has been reported lost or stolen
  • Card has been frozen or suspended by the issuer
  • Daily spending limit has been reached
  • Transaction amount exceeds single-transaction limit

5. Fraud Prevention & Security Holds

  • Your bank flagged the transaction as potentially fraudulent
  • Unusual purchasing pattern triggered fraud alerts
  • International transaction restrictions (if applicable)
  • New card or recent address change triggering extra verification

6. Technical or System Issues

  • Temporary payment processing system error
  • Network connectivity issue during transaction
  • Browser compatibility or cached data causing problems

What To Do If Your Payment is Declined:

Step 1: Verify All Payment Information

  • Double-check card number, expiration date, and CVV code
  • Ensure billing address exactly matches your card statement
  • Verify ZIP/postal code is correct

Step 2: Contact Your Bank or Card Issuer

  • Call the customer service number on the back of your card
  • Ask why the transaction was declined
  • Request authorization for the transaction
  • Verify your card is active and in good standing
  • Confirm there are no holds or restrictions on your account

Step 3: Try Alternative Payment Method

  • Use a different credit or debit card
  • Ensure the alternative card has sufficient funds/credit

Step 4: Clear Browser Cache and Retry

  • Clear your browser’s cache and cookies
  • Try a different web browser
  • Disable browser extensions that might interfere
  • Ensure you have a stable internet connection

Step 5: Contact Our Support Team If the issue persists after trying the above steps, use our Contact Us page and include:

  • Your name and email address
  • Order attempt details (date, time, approximate amount)
  • Description of error message received (if any)
  • Confirmation that you contacted your bank

Important Information:

⚠️ We do NOT have access to your bank account or specific decline reasons – Your bank or card issuer controls authorization decisions and can provide detailed information about why a transaction was declined

⚠️ We cannot override payment declines – Authorization must come from your financial institution

⚠️ Multiple decline attempts may trigger fraud alerts – If your payment is declined multiple times, wait before trying again or contact your bank first

⚠️ We are not responsible for payment processing delays or failures caused by your bank, card issuer, network issues, or incorrect information provided by you

How do sales tax and additional fees work?

Sales tax and applicable fees are calculated automatically at checkout based on your shipping destination and applicable laws.

Sales Tax Collection:

We collect sales tax where required by law, including:

  • United States state and local sales taxes
  • Canadian provincial sales taxes (GST, PST, HST, QST as applicable)
  • Other jurisdiction-specific taxes based on delivery address

Tax Calculation Factors:

  • Your shipping address (determines tax jurisdiction)
  • Product type and tax classification
  • Current tax rates in your location
  • Local tax laws and regulations

Tax Amount Display:

  • Tax is calculated and displayed at checkout before you complete your purchase
  • No hidden tax charges – you see the exact total including tax before payment
  • Tax amount appears as a separate line item on your order confirmation and receipt

Your Tax Responsibility:

You are solely responsible for all applicable taxes, including:

  • ✅ Sales tax, use tax, VAT, GST, PST, HST, or other consumption taxes
  • ✅ Any additional taxes required by your local jurisdiction
  • ✅ Customs duties and import taxes (if applicable for international orders in the future)

International Orders (If Applicable):

For international orders (if we expand beyond USA/Canada in the future):

  • Customs duties, import taxes, and brokerage fees are the customer’s responsibility
  • These fees are charged by your country’s customs authority, not by us
  • Fees must be paid to receive your package
  • We have no control over customs fees or processing times
  • Refusing a package due to customs fees does not entitle you to a full refund

Additional Fees:

Shipping Fees:

  • Calculated at checkout based on destination, weight, and selected shipping method
  • Displayed before you complete your purchase
  • Non-refundable (except for defective or incorrectly shipped items)

Restocking Fees:

  • 25% restocking fee applies to all non-defective returns
  • Deducted from your refund amount
  • See our Refund & Return Policy for complete details

Important Disclaimer:

We make reasonable efforts to calculate accurate tax amounts based on the information available. However, you acknowledge that:

  • Tax rates and regulations may change
  • Tax calculations are estimates and may vary
  • You are ultimately responsible for determining your tax obligations
  • Errors in tax calculation do not entitle you to refuse payment or return products beyond our standard return policy terms

For tax-related questions specific to your situation, consult a tax professional or your local tax authority.

Shipping & Delivery Information

What countries and regions does SGTradingInc.com ship to?

We currently provide shipping services to the United States and Canada, covering all states, provinces, and territories within these two countries.

✅ United States Shipping Coverage:

  • All 50 states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming
  • Washington D.C. (District of Columbia)
  • Most residential and commercial addresses

✅ Canada Shipping Coverage:

  • All provinces: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec, Saskatchewan
  • All territories: Northwest Territories, Nunavut, Yukon
  • Both English and French-speaking regions

❌ Locations We Do NOT Ship To:

P.O. Boxes:

  • We require a physical street address for delivery
  • P.O. Box addresses are not accepted and orders will be canceled

APO/FPO/DPO Addresses:

  • Military addresses (Army Post Office, Fleet Post Office, Diplomatic Post Office) are not currently supported
  • We may add military address support in the future

U.S. Territories:

  • Puerto Rico, Guam, U.S. Virgin Islands, American Samoa, Northern Mariana Islands
  • These may be added in the future with additional shipping time and cost

International Destinations:

  • Countries outside the United States and Canada are not currently serviced
  • International shipping may be offered in the future with extended delivery times and additional costs

Remote or Restricted Areas:

Some remote or restricted areas within the U.S. and Canada may have:

  • Limited carrier service availability
  • Extended delivery timeframes
  • Additional shipping surcharges
  • Delivery to the nearest accessible location only

We will notify you if your address falls within a restricted or remote area that may affect delivery.

Address Requirements:

All shipping addresses must include:

  • ✅ Full recipient name (first and last name)
  • ✅ Complete street address (no P.O. Boxes)
  • ✅ Apartment, suite, or unit number (if applicable)
  • ✅ City and state/province
  • ✅ Valid ZIP code (U.S.) or postal code (Canada)
  • ✅ Country (United States or Canada)
  • ✅ Phone number (for carrier contact if delivery issues arise)

Providing Accurate Addresses is Your Sole Responsibility:

You are responsible for providing complete, accurate, and deliverable shipping addresses. We are not responsible for:

  • ❌ Orders delivered to incorrect addresses provided by you
  • ❌ Delays caused by incomplete or inaccurate address information
  • ❌ Additional costs for address corrections or reshipment
  • ❌ Lost or undeliverable packages due to address errors

Future Expansion:

We are continuously evaluating opportunities to expand our shipping coverage. If you are interested in international shipping or service to currently unsupported areas, you may express your interest via our Contact Us page. However, we cannot provide timelines or guarantees for service expansion.

How long does shipping and delivery take?

Total delivery time consists of two separate phases: order processing time and shipping transit time. Understanding both components helps you estimate when your order will arrive.

PHASE 1: Order Processing Time

Processing Duration: 2-5 business days

What happens during processing:

  • Payment verification and authorization confirmation
  • Fraud and security screening
  • Inventory allocation and availability confirmation
  • Order preparation and quality check
  • Packaging and labeling
  • Coordination with fulfillment partners
  • Carrier pickup scheduling

Processing Timeline Based on Order Placement:

When Order is Placed

Expected Processing Start

Typical Ship Date

Monday-Friday before 12:00 PM EST

Same or next business day

1-2 business days

Monday-Friday after 12:00 PM EST

Next business day

2-3 business days

Saturday or Sunday

Following Monday

3-5 business days

During holidays

Next business day after holiday

3-6 business days

Business Days Defined:

  • Business days are Monday through Friday
  • Excludes weekends (Saturday and Sunday)
  • Excludes U.S. federal holidays and Canadian statutory holidays
  • Holidays observed: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, Canada Day, Civic Holiday, Boxing Day

Factors That May Extend Processing Time:

  • High order volume during sales, promotions, or holiday seasons (Black Friday, Cyber Monday, Christmas)
  • Product availability or inventory delays
  • Payment verification delays or holds
  • Address verification requirements
  • Large or oversized items requiring special handling
  • Peak shopping seasons (November-January, back-to-school)
  • Force majeure events (weather emergencies, pandemics, natural disasters)

PHASE 2: Shipping Transit Time

After your order ships, transit time depends on the shipping method selected:

Standard Shipping: 7-15 business days

  • Most economical option
  • Ground shipping via USPS, UPS, FedEx, or regional carriers
  • Delivery speed varies by distance and destination
  • Remote areas may take longer

Expedited Shipping: 5-10 business days (if available)

  • Faster processing priority
  • Priority shipping methods
  • May not be available for all products or destinations
  • Additional cost calculated at checkout

Express Shipping: 3-7 business days (if available)

  • Fastest available option
  • Express carrier services
  • May not be available for all products, destinations, or oversized items
  • Highest shipping cost

TOTAL DELIVERY TIME CALCULATION:

Shipping Method

Processing Time

+ Transit Time

= Total Time Range

Standard

2-5 business days

+ 7-15 business days

= 9-20 business days

Expedited

2-5 business days

+ 5-10 business days

= 7-15 business days

Express

2-5 business days

+ 3-7 business days

= 5-12 business days

Example Calculation (Standard Shipping):

  • Order placed: Monday, November 3rd
  • Processing: November 3-7 (2-5 business days)
  • Ships: November 7th
  • Transit: November 7-26 (7-15 business days)
  • Estimated delivery window: November 14-26

⚠️ CRITICAL: Delivery Times Are Estimates Only – NOT Guarantees

All delivery timeframes are estimates based on typical conditions and are NOT guaranteed delivery dates.

We do NOT guarantee delivery by a specific date or within a specific timeframe. Actual delivery times may vary significantly due to factors beyond our control, including but not limited to:

❌ Shipping carrier delays or service disruptions
❌ Weather events and natural disasters
❌ Holiday and peak season volume
❌ Customs delays (if applicable)
❌ Address verification or correction requirements
❌ Remote area delivery challenges
❌ Carrier operational issues, route changes, or staffing shortages
❌ Government restrictions or regulatory delays
❌ Pandemics, public health emergencies, or force majeure events
❌ Traffic, road closures, or transportation infrastructure issues
❌ Incorrect or incomplete address information
❌ Recipient unavailability requiring redelivery attempts

We are NOT responsible for:

  • Shipping delays of any duration or cause
  • Missed events, deadlines, or occasions due to delays
  • Consequential damages resulting from delayed delivery
  • Refunds or compensation for late deliveries
  • Carrier performance or service failures

Peak Season Delays:

Expect significantly longer delivery times during:

  • November-December: Holiday shopping season (Black Friday, Cyber Monday, Christmas)
  • January: Post-holiday returns and exchanges
  • August-September: Back-to-school season
  • February: Valentine’s Day
  • May: Mother’s Day
  • June: Father’s Day
  • Promotional sale events: Flash sales, clearance events

During peak periods:

  • Processing time may extend to 5-7 business days
  • Carrier transit times may increase by 1-2 weeks
  • Tracking updates may be delayed
  • Customer service response times may be longer

We strongly recommend placing orders well in advance of important dates or deadlines, especially during peak seasons. Orders placed close to holidays or special occasions may not arrive in time.

For Time-Sensitive Needs:

If you need an item by a specific date:

  • Order as early as possible
  • Choose expedited or express shipping (if available)
  • Add extra time beyond the estimated delivery range
  • Understand that we cannot guarantee delivery by any specific date
  • Consider purchasing from a local retailer if time is critical

Delivery estimates and shipping methods shown at checkout are for reference only and do not constitute a delivery promise or guarantee.

How can I track my order and shipment?

Order tracking provides real-time visibility into your order status from processing through delivery, helping you monitor your package’s journey and estimated arrival.

STEP 1: Order Confirmation Email (Immediate After Purchase)

When: Sent immediately after you successfully complete your order

What it contains:

  • Order number (save this for all future reference)
  • Items ordered with quantities and prices
  • Shipping address confirmation
  • Payment method and amount charged
  • Order subtotal, shipping cost, tax, and total
  • Estimated processing timeframe

Important: Save this email. You’ll need your order number for tracking, customer support inquiries, and returns.

If you don’t receive order confirmation within 1 hour:

  • Check your spam, junk, or promotions folder
  • Verify the email address you provided is correct
  • Check for typos in your email address
  • Add support@sgtradinginc.com to your email contacts
  • Use our Contact Us page if confirmation is still not received after 24 hours

STEP 2: Shipping Confirmation Email (When Order Ships)

When: Sent within 2-5 business days after order placement, once your package is handed to the shipping carrier

What it contains:

  • Confirmation that your order has shipped
  • Tracking number for your package
  • Shipping carrier name (USPS, UPS, FedEx, DHL, Canada Post, etc.)
  • Direct link to track your package on the carrier’s website
  • Estimated delivery date (subject to change by carrier)
  • Shipment date and time

STEP 3: Tracking Your Package

Method 1: Using the Email Link

  • Open your shipping confirmation email
  • Click the tracking link provided
  • You’ll be directed to the carrier’s tracking page
  • View real-time tracking updates

Method 2: Carrier Website Tracking

  • Visit the carrier’s official website (examples: usps.com, ups.com, fedex.com)
  • Locate the “Track Package” or “Tracking” section
  • Enter your tracking number exactly as shown in the email
  • Click “Track” or “Search”
  • View detailed tracking information

Method 3: Carrier Mobile Apps

  • Download the carrier’s official app (USPS, UPS, FedEx apps available)
  • Enter your tracking number
  • Enable push notifications for delivery updates
  • Some apps offer photo proof of delivery and delivery time windows

Tracking Information Updates:

Allow 24-48 hours after shipment for tracking to begin showing updates. Initial tracking may show “Label Created” or “Shipping Information Received” before the carrier physically scans the package.

Common Tracking Status Updates:

Status

Meaning

Label Created / Shipping Info Received

Shipping label generated, package awaiting carrier pickup

Accepted / Picked Up

Carrier has received the package

In Transit

Package is moving through carrier network

Out for Delivery

Package is on delivery vehicle, delivery expected today

Delivered

Package successfully delivered to address

Delivery Attempted

Delivery attempt made, notice left, or held for pickup

Held at Location

Package available for pickup at carrier facility

Exception / Delay

Issue occurred (weather, address problem, etc.)

Return to Sender

Package being returned (undeliverable, refused, etc.)

Tracking Delays or Issues:

“Tracking hasn’t updated in several days”

  • Common during transit, especially for ground shipping over long distances
  • Packages may move through carrier network without scans at every checkpoint
  • If no update for 5+ days past estimated delivery, contact carrier

“Tracking says delivered but I didn’t receive package”

  • Check all delivery locations (front, back, side doors, mailbox, garage, porch)
  • Ask household members, neighbors, or building staff
  • Check for delivery notice or slip
  • Carrier may have photo proof of delivery (check app or website)
  • Wait 24-48 hours (sometimes marked delivered early)
  • Contact carrier to confirm delivery location
  • See “Lost or Missing Packages” section below for next steps

“Tracking shows exception or delay”

  • Contact carrier directly for specific reason and updated delivery estimate
  • Common causes: weather, incorrect address, access issues, volume delays
  • Package typically continues to destination after delay is resolved

“Wrong or invalid tracking number”

  • Verify you copied the entire tracking number correctly
  • Ensure no extra spaces before or after the number
  • Try the carrier website directly instead of third-party tracking sites
  • Contact us via Contact Us page if tracking number doesn’t work after 48 hours

STEP 4: Delivery Confirmation

When your package is delivered:

  • Tracking will update to “Delivered” status
  • Carrier may provide delivery time and location details
  • Some carriers offer photo proof of delivery
  • You may receive delivery notification email or text (if enrolled with carrier)

Your Responsibilities Upon Delivery:

✅ Inspect package immediately – Check for visible damage to box or contents
✅ Verify all items received – Compare against your order confirmation
✅ Report damage within 48 hours – Take photos and contact us via Contact Us page
✅ Report defects within 7 days – Follow our return policy for defective items
✅ Secure your delivery location – Bring packages inside promptly to prevent theft

Multiple Packages (Split Shipments):

If you ordered multiple items, they may ship separately in different packages with different tracking numbers. You will receive a separate shipping confirmation email for each package with its own tracking number. Packages may arrive on different days and may ship from different locations using different carriers.

Do not contact us if only part of your order has arrived – Check your email for additional tracking numbers for remaining items.

Tracking Limitations and Disclaimer:

⚠️ We do not control carrier tracking systems – Tracking information is provided by independent shipping carriers (USPS, UPS, FedEx, etc.)

⚠️ We are not responsible for – Tracking errors, delays in tracking updates, inaccurate carrier information, missing scans, or tracking system failures

⚠️ Carrier contact for tracking issues – For the most accurate and up-to-date information about your package’s location and status, contact the shipping carrier directly using the phone number on their website

Contact Us for Tracking Assistance:

Use our Contact Us page if:

  • You haven’t received shipping confirmation after 5 business days
  • Tracking number doesn’t work after 48 hours from receipt
  • Package hasn’t been delivered 10+ business days past estimated delivery date
  • You need assistance investigating a lost or delayed package

Include in your inquiry:

  • Order number
  • Tracking number (if available)
  • Date order was placed
  • Current tracking status
  • Description of the issue

What should I do if my package is lost, stolen, or hasn’t arrived?

Package delivery issues can occur due to various factors. Follow these steps to locate your package or resolve delivery problems.

SCENARIO 1: Tracking Shows “Delivered” But You Don’t Have the Package

Immediate Actions (First 48 Hours):

Step 1: Check All Possible Delivery Locations

  • Front door, back door, side entrance
  • Porch, patio, deck, garage
  • Mailbox or parcel locker
  • Behind bushes, planters, or outdoor furniture
  • Inside screen door or covered areas
  • Basement entrance or service entrance
  • Package room or mailroom (for apartments/condos)

Step 2: Check with Others

  • Household members, roommates, or family
  • Neighbors (package may have been delivered to wrong address)
  • Building staff, property manager, or front desk (for apartments, condos, offices)
  • Delivery services or concierge (if applicable)

Step 3: Look for Delivery Notice

  • Carrier may have left a notice indicating where package was left
  • Check door, mailbox, or common area for delivery slip

Step 4: Check Carrier Information

  • Visit carrier’s website with your tracking number
  • Some carriers provide photo proof of delivery showing exact location
  • Some carriers provide GPS coordinates of delivery location
  • Carrier tracking may show signature or who received package

Step 5: Contact the Shipping Carrier

  • Call carrier customer service immediately
  • Provide tracking number and request delivery details
  • Ask for GPS location, photo proof, or signature information
  • Request investigation if package cannot be located

Step 6: Wait 24-48 Hours

  • Sometimes packages are marked “delivered” before actual delivery
  • Carrier may deliver later the same day or next day
  • Package may have been delivered to secure location you haven’t checked yet

After 48 Hours – If Package Still Not Located:

Step 7: File Police Report (If Theft Suspected)

  • Contact local police to report package theft
  • Obtain police report number for your records
  • Porch piracy (package theft after delivery) is a crime in most jurisdictions

Step 8: Contact Us Use our Contact Us page and provide:

  • Order number
  • Tracking number
  • Delivery date shown in tracking
  • Confirmation that you’ve checked all locations and contacted carrier
  • Police report number (if theft suspected)
  • Description of situation

Important Liability Information:

⚠️ We are NOT responsible for packages marked as “delivered” by the carrier

Once the carrier’s tracking confirms successful delivery to your address:

  • ❌ We are not liable for stolen packages (porch piracy)
  • ❌ We are not responsible for packages you cannot locate
  • ❌ We are not responsible for packages delivered to incorrect address if you provided that address
  • ❌ We are not obligated to provide refunds or replacements for delivered packages

Delivered packages are considered successfully fulfilled orders. Package theft after delivery is a criminal matter between you and local law enforcement, not a merchant responsibility.

However, we understand package theft is frustrating and may assist in investigating with the carrier on a case-by-case basis. Resolution is at our sole discretion and not guaranteed.

Prevention Tips for Future Orders:

  • Require signature delivery (additional fee may apply)
  • Ship to secure location (workplace, friend/family member who is home)
  • Install doorbell camera or security camera
  • Use package locker services (Amazon Hub, UPS Access Point, FedEx locations)
  • Arrange to be home on expected delivery date
  • Request “hold at location” with carrier for pickup

SCENARIO 2: Package is Lost in Transit (Tracking Shows No Delivery)

If tracking shows package has not been delivered and is lost in carrier system:

Step 1: Check Tracking Status

  • View current tracking status on carrier website
  • Note last known location and scan date
  • Check for “exception” or “delay” messages

Step 2: Wait for Reasonable Time

  • Allow at least 5-7 business days past estimated delivery date
  • Packages may experience delays without tracking updates
  • Carrier systems may have scanning delays

Step 3: Contact Shipping Carrier

  • Call carrier customer service after 7 business days past estimated delivery
  • Request investigation and package search
  • Obtain case number or investigation number
  • Ask for estimated resolution timeline

Step 4: Contact Us After 10 Business Days Past Estimated Delivery

If package is not delivered 10+ business days past the estimated delivery date, use our Contact Us page:

Provide:

  • Order number
  • Tracking number
  • Date order was shipped
  • Estimated delivery date
  • Current tracking status
  • Carrier investigation case number (if you’ve contacted them)

Resolution Process:

  • We will coordinate with the shipping carrier
  • Carrier investigation typically takes 7-14 business days
  • Once carrier confirms package is lost, we may provide replacement or refund
  • Resolution depends on carrier investigation results
  • Carrier’s determination is final

Liability for Lost Packages:

We are not responsible for packages lost due to:

  • ❌ Carrier delays, misrouting, or lost packages in transit
  • ❌ Weather events, natural disasters, or force majeure
  • ❌ Carrier operational failures or service disruptions
  • ❌ Incorrect address provided by customer
  • ❌ Address verification failures or undeliverable addresses

Lost package claims are subject to carrier investigation and approval. We cannot guarantee replacement or refund for lost packages, but we will work with the carrier to investigate.

SCENARIO 3: Package Damaged During Shipping

If your package arrives visibly damaged:

Immediate Actions:

Step 1: Document Damage Immediately 📷 Take multiple photos:

  • Shipping box exterior (all sides showing damage)
  • Shipping label and tracking information
  • Damaged items inside box
  • Any packing materials
  • All packaging components

Step 2: Do NOT Discard Packaging

  • Keep all boxes, packing materials, and damaged items
  • Carrier may need to inspect for damage claim
  • Do not throw anything away until claim is resolved

Step 3: Contact Us Within 48 Hours

Use our Contact Us page IMMEDIATELY (within 48 hours of delivery):

Subject: “Damaged Package – Order #[Your Order Number]”

Include:

  • Order number
  • Tracking number
  • Date package was delivered
  • Clear photos of damage (exterior and interior)
  • Detailed description of damage

Step 4: Resolution Process

We will:

  • Review your damage claim and photos
  • Coordinate with shipping carrier if necessary
  • File carrier damage claim if applicable
  • Provide replacement or refund according to our Refund & Return Policy Section 3 (Defective or Damaged Items)

Timeline: Damage claims typically take 5-10 business days to process

Important: Damage claims must be reported within 48 hours of delivery. Claims reported after 48 hours may be denied.

Can I change my shipping address after placing an order?

Address changes depend on order processing status and timing. The earlier you contact us, the better chance of updating the address.

BEFORE Order Ships:

Immediate Action Required:

If you realize your shipping address is incorrect IMMEDIATELY after placing your order:

Step 1: Use our Contact Us page IMMEDIATELY

Subject Line: “URGENT – ADDRESS CHANGE REQUIRED – Order #[Number]”

Include:

  • Order number
  • Current (incorrect) address shown on order
  • New (correct) address with complete details
  • Your name and email used for order
  • Phone number for quick contact

Step 2: We Will Attempt to Update

  • If order has NOT yet been processed for shipment, we will update the address
  • No additional fees for address changes before shipment
  • You’ll receive confirmation email with corrected address
  • New shipping confirmation will show updated address when shipped

Important Timing:

  • Orders are typically processed within 24-48 hours
  • Weekend and after-hours orders are processed next business day
  • The faster you contact us, the higher likelihood of successful address change

Likelihood of Success:

  • Within 2-4 hours of order: High likelihood of change
  • Within 12-24 hours of order: Moderate likelihood
  • After 24 hours: Lower likelihood (may already be in fulfillment)
  • After receiving shipping confirmation: Not possible

AFTER Order Ships:

Once you receive shipping confirmation email with tracking number, address changes are generally NOT possible through us.

Your Options:

Option 1: Contact Shipping Carrier Directly

Contact the carrier immediately using your tracking number:

  • USPS: 1-800-ASK-USPS (1-800-275-8777) or usps.com
  • UPS: 1-800-742-5877 or ups.com
  • FedEx: 1-800-463-3339 or fedex.com
  • Canada Post: 1-866-607-6301 or canadapost.ca

Request “Package Intercept” or “Address Correction”:

  • Provide tracking number and new address
  • Carrier may charge fees ($10-$30 depending on carrier and location)
  • Success is NOT guaranteed – Depends on package location and carrier policies
  • Additional delivery delays may occur
  • You are responsible for all carrier-imposed address change fees

Option 2: Refuse Delivery

When the carrier attempts delivery to the incorrect address:

  • Refuse to accept the package
  • Tell carrier “Return to Sender”
  • Package will be returned to our facility
  • Once returned, we will issue refund minus:
  • Original shipping cost (non-refundable)
  • 25% restocking fee
  • Possible return shipping costs

Option 3: Accept at Original Address and Forward Yourself

  • Accept delivery at the original (incorrect) address
  • Arrange forwarding or re-delivery yourself
  • All costs and risks are your responsibility

Customer Responsibility for Accurate Addresses:

⚠️ YOU are solely responsible for providing accurate, complete, and deliverable shipping addresses

This includes:

  • Correct street number and name
  • Apartment, suite, or unit number (if applicable)
  • Correct city, state/province, ZIP/postal code
  • Current residential or business address (not old addresses)
  • Deliverable address (not P.O. Boxes unless accepted)

We are NOT responsible for:

  • ❌ Packages delivered to incorrect addresses YOU provided
  • ❌ Delays caused by address corrections or changes
  • ❌ Additional costs for carrier address correction services
  • ❌ Packages lost due to undeliverable or incomplete addresses
  • ❌ Return shipping costs for packages sent to wrong address
  • ❌ Restocking fees for returned packages due to address errors

Orders delivered to the address you provided at checkout are considered successfully delivered, regardless of whether you can retrieve the package.

Prevention Tips:

  • ✅ Double-check address before submitting order
  • ✅ Use autofill carefully – Verify it populated correctly
  • ✅ Include apartment/suite number if applicable
  • ✅ Use address exactly as it appears on official mail
  • ✅ Update address if you’ve recently moved
  • ✅ Ship to workplace if you won’t be home
  • ✅ Ship to friend/family member if address is uncertain

Returns, Refunds & Exchanges

What is your return policy and how do returns work?

Our return policy is designed to be clear, fair, and protective of both customer satisfaction and business operations. Please read carefully before making a purchase, as many items are not eligible for return.

⚠️ IMPORTANT: All returns are subject to strict eligibility requirements, time limits, fees, and conditions outlined in our complete Refund & Return Policy. The following is a summary. For full terms, review the Refund & Return Policy.

RETURN ELIGIBILITY REQUIREMENTS:

To be eligible for return, ALL of the following conditions must be met:

✅ 14-Day Return Window

  • Return request must be submitted within 14 days from delivery date
  • Day 1 = delivery date confirmed by carrier tracking
  • Requests after 14 days are automatically denied

✅ Completely Unused and Unopened

  • Product must be in brand-new, sealed condition
  • Original packaging must be 100% intact with all seals, shrink wrap, stickers
  • No signs of opening, use, wear, testing, or handling
  • Appears exactly as received from manufacturer

✅ Original Packaging and Components

  • All original packaging materials included
  • All tags, labels, and stickers attached and unremoved
  • All accessories, manuals, parts, and inserts included
  • Original shipping box (if possible) or secure alternative packaging

✅ Return Authorization Obtained

  • Must contact us FIRST via Contact Us page
  • Receive written return authorization before shipping
  • Unauthorized returns will be refused with no refund

✅ Not a Final Sale Item

  • See “Non-Returnable Items” section below
  • Many categories are FINAL SALE with no returns allowed

NON-RETURNABLE ITEMS (FINAL SALE):

The following items CANNOT be returned under ANY circumstances except manufacturer defect verified within 7 days:

❌ ALL Beauty & Personal Care Products

  • Skincare, cosmetics, makeup, serums, creams, lotions
  • Haircare products, shampoos, conditioners, styling products
  • Bath and body products, soaps, bath bombs
  • Perfumes, fragrances, colognes
  • Beauty tools and accessories
  • These are FINAL SALE even if completely unopened and unused

❌ ALL Health & Wellness Products

  • Vitamins, supplements, dietary products
  • Health monitoring devices
  • First aid items and medical supplies
  • Thermometers, blood pressure monitors
  • Personal health and wellness items

❌ Personal Hygiene Items

  • Toothbrushes, razors, grooming tools
  • Intimate care products
  • Feminine hygiene items

❌ Undergarments & Intimate Apparel (if added in future)

  • Underwear, bras, socks, hosiery
  • Swimwear, lingerie

❌ Opened or Used Items

  • Any product with broken seals
  • Any product showing signs of use, wear, or testing
  • Items with missing or removed tags
  • Items with damaged or missing packaging

❌ Custom or Personalized Items

  • Made-to-order products
  • Engraved, monogrammed, or customized items
  • Special orders

❌ Clearance and Sale Items

  • Products marked “Final Sale,” “As-Is,” or “Clearance”
  • Items purchased at significant discount
  • End-of-season sales

❌ Digital Products

  • Downloadable content
  • E-books, digital files
  • Gift cards, vouchers

❌ Perishable Goods (if added in future)

  • Food items, beverages
  • Plants, flowers

These restrictions are firm and non-negotiable. Do not purchase these items if you are uncertain about your purchase.

RETURN FEES AND COSTS:

25% Restocking Fee:

  • Applied to ALL non-defective returns (no exceptions)
  • Deducted from your refund amount
  • Covers inspection, repackaging, and administrative costs
  • Non-negotiable and non-waivable

Return Shipping Cost:

  • YOU pay to ship the item back to us
  • Typically $10-$30 depending on size, weight, and distance
  • Must use trackable, insured shipping method
  • Return shipping cost is NOT refunded

Original Shipping Cost:

  • NEVER refunded (except for defective/wrong items sent by us)
  • Deducted from refund even if you received “free shipping” promotion

Example Refund Calculation:

Item

Amount

Original Item Price

$100.00

Original Shipping Paid

$10.00

Total You Paid

$110.00

Item Price Eligible for Refund

$100.00

LESS: 25% Restocking Fee

-$25.00

LESS: Original Shipping (non-refundable)

-$10.00

LESS: Return Shipping (you paid separately)

$0.00 (not refunded)

Total Refund You Receive

$65.00

Your Total Cost for Return

$45.00 + return shipping

HOW TO INITIATE A RETURN:

Step 1: Contact Us for Authorization (Required)

Use our Contact Us page within 14 days of delivery

Subject: “Return Request – Order #[Your Order Number]”

Include:

  • Your full name
  • Order number
  • Email address used for order
  • Item(s) you wish to return
  • Reason for return (be specific)
  • Photos showing item is unopened/unused in original condition
  • Preferred resolution (refund or exchange)

Step 2: Await Return Authorization (2-3 Business Days)

We will review your request and respond with:

  • ✅ Approved: Return authorization number, return address, and detailed instructions
  • ❌ Denied: Explanation of why return doesn’t meet eligibility requirements

Common denial reasons:

  • Item is final sale category
  • Return window expired (over 14 days)
  • Item appears opened, used, or damaged based on photos
  • Missing packaging or tags
  • No proof of purchase

Step 3: Package Item Securely

Once you receive return authorization:

  • Pack item in original packaging if possible
  • Include all components, accessories, manuals
  • Add printed copy of order confirmation or note with order number
  • Use sturdy shipping box with adequate protection
  • Seal securely

Step 4: Ship to Return Address Provided

  • Ship ONLY to the return address in your authorization email
  • Use trackable shipping method (USPS, UPS, FedEx with tracking)
  • Purchase shipping insurance (recommended for items over $50)
  • Keep shipping receipt and tracking number
  • Email us the tracking number immediately after shipping

Important: You are responsible for safe return of the item. We are NOT responsible for items lost or damaged during return shipping if you did not use tracking or insurance.

Step 5: Inspection and Refund Processing

Once we receive your return:

  • Inspection: 2-3 business days to verify condition meets return standards
  • Refund approval: 1 business day if inspection passes
  • Refund issued: 5-7 business days to original payment method
  • Appears in your account: 5-10 business days (depends on your bank)

Total timeline: 10-20 business days from when we receive your return

DEFECTIVE OR DAMAGED ITEMS (Different Process):

If you received a defective, damaged, or incorrect item, different terms apply:

Report Within 7 Days of Delivery

Use our Contact Us page immediately

Subject: “Defective Item – Order #[Your Order Number]”

Provide:

  • Order number and tracking number
  • Clear, detailed photos of the defect or damage
  • Photos of packaging (if shipping damage)
  • Description of the problem

Resolution:

  • ✅ Full refund INCLUDING original shipping cost, OR
  • ✅ Free replacement item shipped at no charge
  • ✅ We provide prepaid return label (you don’t pay return shipping)
  • ✅ NO 25% restocking fee applied

This is the ONLY scenario where original shipping is refunded and restocking fee does not apply.

What Qualifies as Defective:

  • Item does not function as designed or described
  • Broken or missing parts upon arrival
  • Significant manufacturing defect
  • Item significantly different from product description
  • Wrong item sent (our error)

What Does NOT Qualify as Defective:

  • You changed your mind
  • Item doesn’t meet your expectations
  • Color looks different than on screen
  • Size is smaller/larger than you imagined
  • You ordered wrong item by mistake
  • Buyer’s remorse

EXCHANGES:

We offer exchanges for different size, color, or style of the same product (subject to availability).

Exchange Requirements:

  • Item must meet all return eligibility requirements
  • Requested item must be in stock
  • Exchange must be of equal or greater value
  • Within 14-day return window

Exchange Process:

  1. Request exchange via Contact Us page
  2. Return original item (you pay return shipping)
  3. We inspect returned item
  4. If approved, we ship exchange item (we pay shipping)

Price Differences:

  • Exchange item costs MORE: You pay the difference + any additional shipping
  • Exchange item costs LESS: We refund difference MINUS 25% restocking fee

If Exchange Item Unavailable:

  • We offer full refund (minus 25% restocking fee + shipping) OR
  • We offer store credit for full amount (no restocking fee) OR
  • We notify you of restock timeline (no guarantee)

STORE CREDIT OPTION (Better Alternative):

Choose store credit instead of cash refund to avoid the 25% restocking fee!

Benefits:

  • ✅ Receive 100% of item value (NO 25% restocking fee deducted)
  • ✅ Never expires
  • ✅ Use on any future purchase
  • ✅ Faster processing (issued within 2-3 days)

Example:

  • $100 item returned for cash refund = $65 (after fees)
  • $100 item returned for store credit = $100 (no restocking fee)

How It Works:

  • Request store credit when initiating return
  • We issue unique promo code via email
  • Enter code at checkout on next order
  • Credit applied to order total

Store credits are non-transferable, non-refundable, and cannot be redeemed for cash.

REFUSED DELIVERIES:

If you refuse delivery without authorization:

  • Package returned to our facility
  • Refund processed minus original shipping + 25% restocking fee
  • Same as standard return process

Do not refuse packages without contacting us first.

RETURN POLICY VIOLATIONS:

We reserve the right to:

  • Refuse returns that don’t meet our standards
  • Issue partial refunds for items returned in unsatisfactory condition
  • Charge additional restocking fees (up to 50% total) for damaged returns
  • Ban customers with excessive return rates (>40% of orders)
  • Deny future orders from customers who abuse return policy
  • Take legal action for return fraud

Return fraud includes:

  • Returning used items as “new”
  • Returning different items than purchased
  • False defect claims
  • Excessive or abusive return patterns

How long does it take to receive my refund?

Refund processing involves multiple steps and parties (us, payment processor, your bank). Understanding the complete timeline helps set realistic expectations.

COMPLETE REFUND TIMELINE:

Phase 1: Return Shipping (Your Responsibility)

  • Time: Varies (3-10 days typically)
  • You ship item back to us using carrier of your choice
  • Time depends on shipping method and distance

Phase 2: Delivery to Our Facility

  • Time: Confirmed by return tracking
  • We receive the returned package

Phase 3: Inspection & Verification

  • Time: 2-3 business days
  • We inspect item to verify it meets return standards
  • Check that item is unused, unopened, complete with all packaging
  • Verify condition matches return authorization

Phase 4: Refund Approval Decision

  • Time: 1 business day
  • If inspection passes: Refund approved
  • If inspection fails: We contact you with options (partial refund, return to you at your expense, donate item)

Phase 5: Refund Issued to Payment Processor

  • Time: 5-7 business days
  • We process refund to Stripe (our payment processor)
  • Refund amount calculated (item price minus 25% restocking fee minus original shipping)
  • Stripe initiates refund to your original payment method

Phase 6: Bank/Card Issuer Processing

  • Time: 5-10 business days
  • Your bank or credit card company processes the refund
  • Refund posts to your account statement
  • Timeline varies by financial institution

TOTAL REFUND TIMELINE: Approximately 10-25 business days from when we receive your return to when refund appears in your account

Breakdown:

  • Our processing: 8-11 business days (inspection + refund issuance)
  • Bank processing: 5-10 business days
  • Plus your return shipping time

REFUND AMOUNT CALCULATION:

Your refund will include:

  • ✅ Item purchase price

Your refund will NOT include:

  • ❌ Original shipping cost (non-refundable except defective items)
  • ❌ Return shipping cost (you paid this separately)
  • ❌ 25% restocking fee (deducted from item price)

Example Scenarios:

Scenario 1: Standard Non-Defective Return

  • Item price: $80
  • Original shipping: $12
  • Total paid: $92
  • Refund: $80 – $20 (25% restocking fee) = $60
  • Plus you paid return shipping separately (~$10-15)

Scenario 2: Defective Item Return

  • Item price: $80
  • Original shipping: $12
  • Total paid: $92
  • Refund: $80 + $12 (shipping refunded for defects) = $92 (full refund)
  • We provide prepaid return label (free return shipping)

REFUND METHOD:

Refunds are issued ONLY to the original payment method used for purchase:

💳 Credit Card: Refund to the same credit card
💳 Debit Card: Refund to the same debit card

We do NOT issue refunds via:

  • ❌ Cash
  • ❌ Check or money order
  • ❌ Bank transfer or wire
  • ❌ Different credit/debit card
  • ❌ PayPal, Venmo, or other services
  • ❌ Gift cards

If your original payment card:

  • Has expired: Refund still processes to the card account
  • Has been replaced: Contact your bank – Refunds typically still post to your account
  • Has been closed: Contact your bank for refund recovery options

TRACKING YOUR REFUND:

Step 1: Return Received Confirmation

  • We send email when we receive your return
  • Confirms we have the package and will begin inspection

Step 2: Refund Approved Notification

  • We send email once inspection is complete and refund is approved
  • Includes refund amount and expected timeline

Step 3: Refund Issued Confirmation

  • We send email when refund is processed to payment processor
  • Confirms refund is on its way to your account

Step 4: Check Your Account

  • Monitor your credit card or bank account statement
  • Refund typically appears as a credit with merchant name
  • May show as “SGTradingInc” or payment processor name

If You Don’t See Your Refund:

  • Check all recent transactions carefully
  • Look for credits from merchant name or payment processor
  • Allow full processing time (up to 25 business days total)
  • Contact your bank to inquire about pending credits
  • Use our Contact Us page if refund still not received after full timeline

PARTIAL REFUNDS:

We may issue partial refunds (reduced amount) if:

  • Item returned with signs of use or wear
  • Item missing components, accessories, or packaging
  • Item damaged during return shipping (if uninsured)
  • Tags or labels removed
  • Original packaging damaged or discarded

Partial refund amounts:

  • 40-70% of item price (depending on condition)
  • At our sole discretion based on resale value
  • Final decision, not negotiable

We will contact you before issuing partial refund with:

  • Photos of item condition issues
  • Proposed partial refund amount
  • Option to have item returned to you (at your expense) instead

REFUND DELAYS:

Common reasons for refund delays beyond standard timeline:

  • Return not yet received at our facility
  • Inspection reveals condition issues requiring further review
  • Missing or incorrect return authorization
  • Item sent to wrong return address
  • Incorrect or outdated payment card information
  • Bank processing delays (especially for international banks)
  • Holidays or weekends (business days only for processing)
  • High volume periods (post-holiday returns)

If your refund is significantly delayed beyond stated timeline:

Use our Contact Us page with:

  • Order number
  • Return tracking number
  • Date we confirmed receipt of return
  • Date refund was supposed to be issued
  • Confirmation you’ve checked with your bank

IMPORTANT DISCLAIMERS:

⚠️ We do not control bank processing times – Once refund is issued to the payment processor, timeline depends on your financial institution

⚠️ Refunds are not issued until returned item is received and inspected – Do not expect refund before we physically have the item

⚠️ Refund timelines are estimates – Actual processing may take longer during high-volume periods, holidays, or due to unforeseen delays

⚠️ We are not responsible for – Bank delays, payment processor delays, incorrect payment information provided by you, closed or expired cards, international bank processing times

Product Information & Safety

Are the products on your website safe to use?

Product safety is primarily the responsibility of the manufacturer, and safe usage requires that you read and follow all product instructions, warnings, and safety information provided with each item.

⚠️ CRITICAL SAFETY DISCLAIMER:

WE DO NOT MANUFACTURE the products sold on our website. We are a retailer that sources products from various third-party manufacturers and suppliers. Product safety, quality control, testing, certifications, and compliance with safety regulations are the responsibility of the respective manufacturers, not SGTradingInc.com.

YOUR RESPONSIBILITY FOR SAFE PRODUCT USE:

By purchasing any product from SGTradingInc.com, you acknowledge and agree that:

✅ YOU are solely responsible for determining whether a product is safe and suitable for your intended use

✅ YOU must read and follow ALL manufacturer instructions, warnings, labels, and safety information before using any product

✅ YOU purchase and use all products entirely at your own risk

✅ YOU assume all liability for injuries, damages, adverse effects, or harm resulting from product use or misuse

MANDATORY SAFETY STEPS BEFORE USING ANY PRODUCT:

Step 1: Read ALL Product Information

  • Read every label, warning, and instruction on the product packaging
  • Review all safety warnings and precautions
  • Understand proper usage instructions
  • Note any age restrictions or user limitations
  • Check expiration dates (if applicable)

Step 2: Check Ingredient Lists (Health/Beauty/Personal Care)

  • Review complete ingredient lists
  • Identify potential allergens or irritants
  • Research unfamiliar ingredients if concerned
  • Compare against your known allergies or sensitivities

Step 3: Consult Appropriate Professionals

For Health, Wellness, or Supplement Products:

  • ✅ Consult your physician or healthcare provider BEFORE use
  • Especially important if you are pregnant, nursing, taking medications, have medical conditions, or are under 18
  • Discuss potential drug interactions
  • Verify product is safe for your specific health situation

For Beauty, Skincare, or Personal Care Products:

  • ✅ Perform patch test – Apply small amount to inner wrist or behind ear, wait 24-48 hours
  • ✅ Consult dermatologist if you have sensitive skin, eczema, psoriasis, or other skin conditions
  • ✅ Check for allergic reactions before full application

For Pet Products:

  • ✅ Consult your veterinarian before using any pet health, wellness, or dietary products
  • Verify product is safe for your pet’s species, breed, age, and weight
  • Check for pet-specific allergens or contraindications

Step 4: Follow Usage Instructions Exactly

  • Use product only as directed by manufacturer
  • Do not exceed recommended dosage or application frequency
  • Follow all safety precautions and warnings
  • Store product properly according to instructions
  • Dispose of product safely according to local regulations

Step 5: Monitor for Adverse Reactions

  • Watch for any signs of allergic reactions, irritation, or negative effects
  • Discontinue use immediately if adverse reaction occurs
  • Seek medical attention if severe reaction occurs

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