Frequently Asked Questions
Common queries answered
Orders
You will have 2 hours after placing an order to cancel it yourself. After this timeframe, if you wish to cancel, please chat with us. We will verify and confirm if the order can still be canceled.
*Please keep in mind that any cancellation after 6 hours upon approval of the order will no longer be allowed.
We are a US-based company operating with several fulfillment centers around the world. We have warehouses in the U.S., UK, EU, China, and Vietnam.
All orders are shipped from the warehouse closest to the shipping address as long as it has sufficient stock.
Currently, it is not possible to contain a receipt or a gift card in a package. We will make sure to add the gift card option in the near future along with the package.
Unfortunately, each order will be shipped to only 1 shipping address. If you want your items shipped to different addresses, please make separate orders.
Shipping
There could be many reasons for this to happen. We have listed down some main reasons that could happen to your package being in transit for days. Even though what happens during the shipment is out of our control, we still try our best to support you if there are any issues.
Weather conditions or traffic – It is not so rare that during busy periods, such as holidays, or heavy snow, the parcel would take longer to arrive at its destination.
Wrong or incomplete address – This is the most common cause for undeliverable shipments. You should always double–check if your address has all the necessary details for it to be transported at checkout. Contact the courier company on your order tracking link once you have realized that your order has some incomplete or wrong details written. The courier company will review it and make the changes if possible.
Improper packaging – This does not only apply for the safety of the goods, but also for the safety of the staff taking care of your package. Therefore, if your package shows any signs of damaged or broken items inside, the courier will most likely stop its transit. We always have replacement & refund policy for this case.
Lost package – This is something you would not want to hear. But unfortunately, it is something that could indeed happen. You can start a claim procedure if your package is lost and ask for a replacement/refund.
Customs clearance – In general, items shipped to/from countries within the US/GB/EU/AU, do not need special documentation, unless the shipment is a matter of state monopoly or contains prohibited and restricted items. However, if the package is shipped from/to a country outside of the US, EU, then the customs declaration should be provided. Failure to provide the necessary documentation will have your shipment further stuck in transit.
Still have more questions? Don’t hesitate to contact us and get further support.
For standard shipping, we use different couriers below:
- DHL
- UPS
- USPS
- FEDEX
*Note: Carriers can be impacted by different events in certain areas. Check for known shipping delays in your area using the links below:
For any other concerns about pickup, delivery, and shipping delays, please chat with us using the chat button or go to our contact us page.
Tracking information may not be updated immediately for some reasons, such as:
– The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website’s updates.
– The package may not be scanned until it reaches the regional hub near the destination.
– The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.
We suggest waiting for 5-7 business days & recheck the tracking link after that. However, if your tracking status has not been updated for over 10 business days, please contact us to be supported right away.
Refund & Exchange
Tracking information may not be updated immediately for some reasons, such as:
– The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website’s updates.
– The package may not be scanned until it reaches the regional hub near the destination.
– The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.
We suggest waiting for 5-7 business days & recheck the tracking link after that. However, if your tracking status has not been updated for over 10 business days, please contact us to be supported right away.
1. Refund
Once the refund has been processed, an email will be sent to you to confirm this information.
After Sapelle.com agent confirmed that the refund has been done, the refund amount will be reflected on your payment account within 3-7 business days with PayPal and 8 -15 business days with your Credit Card, depending on the process of your bank.
2. Replacement
If you agree with the estimated delivery time, we will proceed with the replacement for you right away.
Please be noted that the processing time for personalized items takes 5 to 7 business days. The estimated shipping time is 7-14 business days for the United States/Canada/the UK and 10-20 business days for other countries.