FAQ

RETURNS

My product came damaged, what do I do?
-If your item is damaged upon delivery, please contact us immediately for a
replacement. We will send you a return shipping label and send you out a new one
ASAP.

Can I return/exchange my order?
-All sales are final.

What if my order was returned to sender?
-If your package is returned to us for any reason you will be responsible for paying for the package to be sent again.


SHIPPING

What carriers do you use?
-USPS and FedEX, for international we use Asendia

When will my order ship?
-Unless otherwise noted, your order is packed and shipped within 1-2 business days of
your purchase.

How long does shipping take in the USA?
-Average delivery time for domestic orders is 3-7 business days

How long does international shipping take?
-Average delivery time for international orders is 7-21 business days.
Delivery time is not guaranteed for Standard Shipping as there are lot of factors affecting its speed. The above are estimated time required by the postal service and does not include the processing time of the Customs in the destination country. In some cases the local Customs office of your country may require additional documents and time to have your package cleared, and this may also cause further delay on the delivery and pay any extra fee’s.

My order is lost in the mail, what do I do?
-After your order is shipped from our warehouse, it is out of our hands. We are not responsible for lost packages, missed deliveries or undeliverable addresses. If you have a question concerning tracking or shipping please contact ASCENDIA, DHL or FedEX.

How can I track my order?
-A tracking number will be provided when your order has been shipped. If you still haven't received it, please contact us with your order #; full name at
customercare@notreallystrangers.com. Please be patient, as tracking information can take a few days to update.

Do you ship to my country?
-Most likely yes, with a few exceptions. You can proceed to the checkout and our system will let you know.

What if I entered the wrong shipping address?
-If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address.

What if my order was returned to sender?
-If your package is returned to us for any reason you will be responsible for paying for the package to be sent again.

Will I have to pay any taxes or duties?
-Our main warehouse ships orders directly from the United Stated. Regulations for import duties and taxes vary from country to country. We have no control over these charges and we cannot predict their amount. Unless otherwise stated, our product prices and shipping costs are exclusive of all import duties and taxes. WNRS does not cover any duties, taxes or associated handling fees which may be applied to your order by your local government. Please be aware that you will be responsible for payment of these costs upon delivery of your order. Please contact your local customs office for more information. Our prices are charged in US Dollars (USD). Please be aware of your local currency conversion rates when calculating the value of your order. 


ORDERS

What is my order status?
-You will receive an order status page when you checkout, feel free to save that page or email us for it. You can also email us with your order # via our contact page and just ask. Please contact customercarenotreallystrangers.com

How can I cancel my order?
-If your order has not been shipped you may cancel your order.

What if I received the wrong order?
-If you received the incorrect item, please let our customer service team know by contacting us. Please add your Name and Order # in an email and a member of our Support Team will get back to you as soon as possible. In the rare case that you received the incorrect item, we will be happy to send you the correct one at no additional cost, along with a return label for the incorrect item.

When do you ship?
-We ship Monday - Friday with the exception of US holidays.


PAYMENT

What payments do you accept?
-We accept Paypal and most major credit cards.

Do you accept Paypal?
-Yes, we accept Paypal.