1. Q: Are all your items in stock?
A: Generally speaking, all of our items listed on the website are available. But occasionally some items may be out of order due to strong demand. If you pickup and item and pay for it, but for any reason it is not available, we will contact you as quickly as possible, and either suggest you to choose the other similar item or process a promptly refund to your account.
2. Q: Can I change my order after my credit card is charged?
A: Please be advised that once an order has been placed and processed, it is difficult to make modification and cancellation. If you want to change your order, please email us or contact our online-support directly with your order number. We shall do our best to accommodate your situation. But once your order has been shipped, the order cannot be changed or canceled.
3. Q: Can I cancel my order?
A: Please contact our Customer Service Department via email or live chat within 6 hours of purchasing. But please be advised that sometimes the items are shipped within 6 hours after the placement of the order, depending on the time you place the order – the closer to the parcel pick-up time (by shipping companies), the faster the items are shipped.
4. Q: What are the shipping options and delivery timeframes for orders placed on www.MascotsBuy.com ?
A: The time for delivering depends on your location, the item(s) you ordered. Please note that as a custom made shop, all the products are handmade after your order (including custome size made and standard size). The total delivery time is separated into two parts: processing time and shipping time. Processing Time: The time it takes to prepare your item(s) to ship from our warehouse. For those customized item(s), 3 to 5 extra working days will be demanded. Shipping Time: The time your item(s) to travel from our warehouse to your destination. 1. Standard Delivery: Processing time + 7-12 working days shipping time. (Free shipping) 2. Express Delivery: Processing time + 2-4 working days shipping time.
5. Q: How can I track my order?
A: We will send a tracking number to your email once we send the order. Please note that you should have the order number and e-mail address to track the order status. We will e-mail the tracking number to you. You can also track your order status on carrier's website. Please note that carriers may not update the records and parcel status in time.
6. Q: What should I do if my order never arrived?
A: Please use the tracking number to check. Be sure that all of your orders have shipped already. If your order displays your package has been sent, and you don't receive it in 2 weeks. Please contact customer service for assistance.