Frequently Asked Questions
How do I know if my order was placed successfully?
If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order.
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us: Quick checkout process Easily view your order status and order history Receive updates detailing our new releases and special promotions
Why I can't receive my order confirmation email?
If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.
How can I make changes to my order?
Simply email us within 12 hours. Be sure to include your order number! please also include the URL or name of the item and (type,colors..) that you would like to change, please also let us know the details in email.
When will I receive my order?
Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 2 to 3 days after we have shipped the order. The shipping time will depend on your exact location.
ESTIMATED DELIVERY TIME:
- United States, Canada: 7-20 Business days*
- Australia, New Zealand: 15-25 Business days*
- Europe: 7-20 Business days*
- Russia, South America: 25 - 30 Business days*
- Other Locations: 15-45 Business days*
*This does not include our 1-3 days processing time
Please allow extra time for your order to be processed during public holidays and busy periods. Customs and Postal Service may also require extra time to work on the processing / delivery during peak season or before major festivals. For details on public holidays in the destination country, please refer to the local government website. Please also note that delays may occur as a result of pending payment authorizations.
We are not responsible for delays caused by the customs department in your country.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
How long does STORETRONE take to ship?
Shipping time depends on the product you purchase and the destination country as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination country on the checkout page to get an idea of the approximate timeframe.
How do I track my order?
Sign in to your Account (the one that you made your order with) and click on Track Order. In some instances, carrier's tracking information may only be available in 1-3 business days after the order is shipped.
Will COVID-19 affect my order?
In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays. Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!
Will my package be delivered to my house or to the post office for me to pick it up?
Your package will arrive at your house. There may be exceptions that door-to-door delivery service is not provided in particular cities / areas / countries, though this is rare.
I have received the wrong product/size – what do i do?
If you receive your package and it is not what you ordered, please contact us immediately and provide us with :
- Picture of the item(s) you received together with the delivery note (Please make sure that the details are clear and visible)
We will do everything we can to correct our mistake as quickly as possible.
I ordered two products, but have received only one... what's happening?
Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other. Also you will get Tracking code for every item sent separately.
What about customs and wrong delivery information?
Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.
Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.
IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package in such cases will be invoiced to the customer.
If the order arrives at your country and...
- The customer refuses to accept the package
- No attempt is made in the country of destination to deliver the package.
Storetrone reserves the right to abandon the package(s) and will not be responsible for any refund.
Is there any customs charges or taxes i should pay?
You may be liable to pay for import taxes, duties and related customs fees, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us.
All products purchased could involve customs and taxes. Storetrone.com is not responsible for this, and all extra fees will be paid by the customer.
How do I return an item?
If your purchase came defective/incorrect/damaged and wish to return it, please contact us within 7 days from receiving your order. Please include your order number, photographs of the item(s) and all related references upon receiving your package. Our customer service will do their best to resolve your case as soon as possible and will send further instructions.
All returns must be in original condition with packaging intact.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
Why Is Storetrone So Trusted?
Your information is completely hidden. Even from us!
We at Storetrone follow the industry's best practices and make sure our store follows the current laws set for E-commerce.If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
Can You See My Credit Card Information?
Our store is hosted on Shopify Inc. They provide us with an online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall.
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement