Frequently Asked Questions

Yes, we use industry standard SSL encryption to protect your personal details. Potentially sensitive information such as your name and address are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. 

Your Credit Card information is NOT processed in our server, upon checkout, your are redirected to a Secure PayPal Page where you can either user your PayPal account or enter your credit card details securely. 

If you have a PayPal account, you are eligible to customer protection by PayPal. 

Not directly. We also don’t ship to PO Boxes. We are working on enabling international shipping. Please join our newsletter you get notifications. 

It takes items and average of 8-15 business days to arrive. 

Orders are manually reviewed and processed in the next 24hrs after they are placed. If we notice anything out of place, we will attempt to contact you by email or phone call depending on the time of the day. 

Once reviewed, orders are dispatched to T-Y Group & Harbor Linen Global Distribution Center. You will receive an email when this happens. From this point, it takes the order about 8 business days to get prepared and picked up by the carrier ( FedEx ) 

Once your order is picked by FedEx, we get a notification and we manually request and update your tracking number in the system. Some orders arrive before we update the system with the tracking number. 

Not at the moment. We are constantly studying & and receiving customer feedback. Please let us know if you need your order to be expedited at an additional cost. Keep in mind that the smaller packaging has the following specs: 

Dimensions: 19x18x18 in. Weight: 6lbs. 

 

Less than 1% of the packages are lost by FedEx. Most of the time they are delivered and someone takes them out of the door. 

If your package is reported as delivered by FedEx but have not seen it, you need to contact file up a claim at FedEx and forward it to us by e-mail. 

This ensures FedEx will investigate with their driver and cover up to $120 USD if they fail in favor of the claim ( they decide the claim is valid ). 

If the amount of the goods that were lost by FedEx exceed $120 USD, we will issue a one time DISCOUNT COUPON that matches the difference for your order, so you can buy the same item(s) again. 

The emission of the discount coupon is subject to the claim being approved by FedEx. For this, you need to send us a picture of the FedEx refund check when you receive it by mail.   

If you want to expedite the reposition of the lost items, you need to place a new order, and send us the order number along the FedEx claim. If the claim turns out in your favor, we will issue a refund via PayPal for the difference to match the 100% of the cost of the items lost. Refunds are only issued upon a 2nd order acting as deposit. 

If FedEx fails to recognize the claim, we will still evaluate your case and arguments and issue a maximum of 50% the value of the goods in the form of one time DISCOUNT COUPON. 

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