GENERAL QUESTIONS
MY QUESTION WAS NOT IN THIS LIST, HOW CAN I CONTACT YOU?
We are happy to answer any questions you may have. You can reach us through Facebook Messenger. You can also send us an email at https://floatingairpot.com/contact/ and we will get back to you as soon as possible.
HOW QUICKLY CAN YOU ANSWER MY EMAIL?
We answer emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving an email, but if there is an increased volume of inquiries it may take us 2-3 business days to get back to you. To help us respond to you faster, please only send one email per inquiry.
HOW DO I USE A COUPON CODE?
Lucky you! To use your coupon code, add all of your glam goodies to your shopping cart and begin the check-out process. There will be a box to enter your code, then just click ”apply”. Please note that only one promotion code can be entered for a given order from Charming Animals. Coupon code cannot be used on orders already placed.
HOW DO I OPT OUT OF EMAILS?
Why would you want to?! Our charming Animals fans receive all kinds of perks and special gifts. But if you must, just click the ‘Unsubscribe’ link at the bottom of any email.
SHIPPING
HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
Orders typically process within 2 business days (Monday-Friday) and transit time is typically 12 – 27 business days, since we are a small startup fulfilling from multiple locations for our customers, as well as fluctuating demand. You’ll receive an email notification when your package has shipped. (Exceptions being if we are waiting on more stock, if you’ve ordered multiple items and one is a pre-order or not in stock).
We partner with vendors all over the world, so shipping times will also vary depending on the product. For complete information visit the Shipping & delivery page.
Standard Shipping Times:
- USA: 5 – 20 days
- Oceania: 7 – 21 days
- Europe: 9 – 21 days
- Latin America: 10 – 25 days
- Rest of the world: 14 – 50 days
Disclaimer:
We are currently experiencing a high volume of orders and shipping may be delayed. All orders will be processed in the order they are received, except Priority Shipping orders. If you have any questions, please feel free to contact our customer support team. Customer support representatives are standing by to answer your questions via email and social media. We appreciate your patience and are doing our best to ship orders on time.
Unexpected Delays:
In some instances, the delivery may take longer than the standard shipping times stated above. Most of these delays are caused by international customs processing. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.
HOW DO I TRACK MY ORDER?
When your items are shipped out, you should receive an automatic notification via email providing you with a tracking number. If you haven’t received one or if the tracking number doesn’t work, no worries. Contact us and our support team will help you track your order. We’ve actually made this super simple! You can click here to see the status of your order.
MY TRACKING NUMBER ISN’T WORKING.
Tracking numbers can take 2-4 days to appear in the shipping carrier’s system.
WHERE IS MY PACKAGE? THE TRACKING INFORMATION HASN’T UPDATED IN A LONG TIME. CAN YOU TELL ME WHERE IT IS?
Unfortunately, We only see the same tracking information as you. In some cases, international orders can take up to 4 weeks to clear customs. If the tracking information was last departed from the warehouse and has not updated recently, it is more than likely still making its way overseas. Once it arrives at that next overseas destination, the package will be scanned and the tracking information will update. If it has been over 4 weeks since it has been updated, let us know and we can try shipping your order again.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally to ensure that every customer will enjoy his or her shopping experience with us. Please read our shipping and delivery page. At checkout, make sure to enter your entire international address in English characters. Don’t forget the Postal Code!
HOW MUCH DOES SHIPPING COST?
We offer FREE INTERNATIONAL SHIPPING to everywhere in the world – no matter where you are, you can buy from us!
I ACCIDENTALLY PROVIDED THE WRONG SHIPPING ADDRESS!
If you catch this error quickly, and if we haven’t shipped your order yet, please contact us with your order number and the correct mailing address. We’ll make the change on our end and ship to your new address. If we’ve already shipped your order to the incorrect address you accidentally provided, we’ll have to wait for the order to be returned to us and you’ll need to pay for re-shipping the item to your new address. In either scenario, please email us with your order info and new address!
WHERE ARE MY PRODUCTS SHIPPED FROM?
Floating air pot partners with global merchants in order to provide you the best prices and a unique global shopping experience. Primarily we ship out from fulfillment centers in the United States, Eastern Asia, and Western Europe. If the item you purchased is out of inventory in your nearest location we’ll send it directly from our production lines at the same delivery times as stated in our shipping section. Our products are efficiently packaged by our expert handling team to ensure they arrive in perfect condition regardless of how far they go.
Don’t panic if you don’t receive all of your items at once…they will get to you!
Do I have to pay customs?
No, you will not have to pay any customs fees in most countries. However, in certain regions, you will have to pay a small customs fee. 99% of our customers do not pay customs.
PAYMENTS
IN WHAT CURRENCY WILL I BE CHARGED?
All transactions in our store will be charged in USD. Other displayed currency is only an estimated guide from the live currency exchange rate. Your bank will charge you in your local currency according to their exchange rate on the day. Please note that some banks charge a small transaction fee due to a different currency.
HOW DO I PAY FOR MY ORDER? is it secure?
The checkout process uses PayPal and Stripe – the most trusted online payment solutions on the web. You can either pay using PayPal balance or any credit cards.
The payment gateway we use has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
IS YOUR WEBSITE SECURE WITH MY PERSONAL INFORMATION?
Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged.
WHY WAS MY CREDIT CARD DECLINED?
Please verify that the credit card number, expiration date, CVV number, and zip code are accurate. If it still doesn’t work, please try another payment method or email us at support@floatingairpot.com.
ORDERS
HOW DO I ORDER ON YOUR WEBSITE?
Simply find the product you’d want, select your options and click the ‘Add To Cart’ button. Fill in your shipping and billing information and we’ll have your order shipped to you as soon as possible!
DOES Floating air pot™ PROVIDE A QUALITY GUARANTEE FOR ALL THE PRODUCTS BEING SOLD?
Absolutely! If you do not like the product or find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us on support@floatingairpot.com and we’ll get it addressed!
I MADE A MISTAKE ON MY ORDER, HOW DO I FIX IT?
If your order hasn’t yet shipped, please email us directly at support@floatingairpot.com.
I’D LIKE TO CANCEL MY ORDER.
You can do so at any time before your order is shipped out. Simply email us your order number and your cancel request at support@floatingairpot.com. We’ll promptly refund you in full. If your order has already been shipped out, we can still refund your order, however we will need to wait for your parcel to return to us before we can process the refund.
I’M HAVING ISSUES PLACING AN ORDER.
We’re sorry to hear that you’re unable to place an order. Please contact Customer Service https://floatingairpot.com/contact/ and we will work on resolving the issue as quickly as possible.
RETURN/REFUND POLICY
WHAT’S YOUR RETURN POLICY? HOW DO I RETURN SOMETHING?
We hope that you love your items from us, however, if for any reason you’re not happy with your order we offer a return policy to all customers. The items must be in their original condition, we must be informed before sending items back. Floating air pot cannot accept returns on used or damaged merchandise. We also accept exchange within 30 days of receipt. Simply contact us within 30 days of receipt, and return the item for a full refund of the purchase price. (Return shipping fee and original shipping fees will not be refunded).
We offer a 30 day free replacement based on the following cases:
- The item has arrived damaged
- Your order gets lost in transit
- Your items break within 30 days of purchase
We will provide you with a return address but you will be responsible for return shipping costs. Exceptions apply for accidental orders, we are not held responsible and do not offer refunds in this case. For additional information, please see our returns policy.
To complete your exchange we require photo or video evidence that your items are damaged (if applicable).
Please email your replacement request to support@floatingairpot.com. Partial exchanges will be issued if parts of your order are damaged or missing.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Once we receive your return package, it will typically take up to 5 business days from the time we receive your package for your payment to be refunded back to the payment method on your account.
WHAT IF MY ITEM RECEIVED IS DAMAGED/DEFECTIVE/INCORRECT?
If an item is damaged or faulty on arrival, please take a photo of the item’s condition then let us know asap within 3 days. We will refund or replace your order as soon as we have your photo and email.
What is your refund policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund.
We offer a 30 day refund guarantee based on the following cases:
- The item has arrived damaged
- Your order gets lost in transit
- Your items break within 30 days of purchase
- You cancel your order within 3 hours of purchase.
To complete your refund we require photo or video evidence that your items are damaged (if applicable).
Please email your refund request to support@floatingairpot.com. Partial refunds will be issued if parts of your order are damaged or missing.