HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24-72 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff could pack and ship out your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email/message us ASAP with your name and order # so we can try to make any necessary corrections to your package before it departs. There's no guarantee we can make it, especially once it leaves our
warehouse, but we'll do everything we can to make it right!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1-3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may go up to 8 business days following the day you placed your order. If your order has been processing for more than 10 business days (oops!), please contact us at info@aceofgnomes.com and we'll help you get it all sorted out.
PROCESSING & SHIPPING TIMES?
Our warehouse processes and ships out all orders Mondays-Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1-3 days after your order is placed, and you will receive an email with the tracking number shortly after. E-packet is our primary carrier for U.S customers, Depending on where you live, packages are delivered within 5~35 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~3 business days apart.
OUT OF STOCK/BACKORDERED ITEMS?
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
DO YOU SHIP INTERNATIONALLY?
We offer international shipping to nearly anywhere! Please be aware, though, that international shipments have an estimated transit time of 7-21 days, and often take even longer. Tracking will be provided by the USPS, but once it leaves the border it is then up to your local carrier to provide additional tracking, so details will likely be limited or unreliable during transit.
All international orders are subject to customs and duty fees as determined by the respective country of acceptance, and any additional customs fees are the responsibility of you, the buyer. Customs fees cannot be determined in advance and are not covered in the price of international shipping.
We are not responsible for any items lost in international transit. We do not offer refunds, returns or exchanges on any international orders.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in flawless condition! Please contact us with your name and order number for further assistance.
CAN I TRACK MY ORDERS?
When we dispatch your order from our warehouse we will send you tracking information for your order via email.
If you have any further questions or concerns, please shoot us an email at info@aceofgnomes.com
