❓Frequently Ask Questions❓
· What is Gshopper?
Gshopper is a comprehensive e-commerce platform that allows customers to shop from around the world and experience a global lifestyle. Thanks to our advanced algorithms and fully in-house developed ERP system, we can identify and deliver the finest global products directly to our customer's doorsteps. With offices in several countries, including the United States, China, Japan, and many EU countries, Gshopper has served and gained the trust of a massive number of global shoppers.
· What is the Status of My order?
To check the status of your order, go to My Orders. Here's what you will see:
Awaiting shipment: This means we're currently processing and packing the goodies for your order. You'll receive a notification email to let you know we received your order. When your order ships, we'll send another email with tracking information.
1. Order Shipped: Your order has left our warehouses and is securely on its way to you. You may easily track your item on ALL-IN-ONE PACKAGE TRACKING | 17TRACK by entering the tracking number attached to the "Order Delivered" email you received.
2. Order Delivered: Pick up your parcel at your front door, mailbox, or other location specified in the latest tracking information.
Please Note that some parcels require self-pickup at the depot sites or convenience stores, subject to the self-pickup message you received. Our customer service specialist will also kindly remind you to pick up your parcel via email.
· How Long does Shipping Take?
We ship worldwide from various fulfillment centers, so the shipping time varies. Averagely, it would take around 7–20 business days. Your tracking number will be updated 3-7 days after shipping.
Please Note that if any delivery delays due to Force Majeure, such as fires, floods, storms, war, and labor disputes, we will update a new delivery date to you promptly as per your inquiry.
· Why is there No Tracking Information for My Package on the Website?
Typically, tracking information updates occur three days following shipment. If you do not see tracking updates three days after, it may be due to post office processing delays, and you will need to wait an additional two days. Some of the popular products you ordered may be temporarily out of stock. They will be back in stock within 2-3 days and the tracking information will be updated shortly.
· Why Did the Tracking Information of My Package Stay in a Location for a Long Time Without Having a Change?
Customs play an important part in international shipping. They are continually evaluating parcels in bulk rather than one at a time. When they locate one dangerous piece in a huge bulk carton, they will stop authorizing the carton and remove them aside. Customs will then conduct a more thorough check, inspecting each parcel individually. If your parcel was included in that carton, the checking period will be very long, resulting in the stationary tracking information.
· Do I Have to Sign My Package Upon Delivery?
Nope! If you're not home, the driver will leave your package at the door, inside your mailbox, parcel locker, or with your doorman. You can check the most recent tracking information to see where your parcel is.
Please Note: For self-pickup service, the carriers will send you a message for pickup. Please pay attention to the message you received and remember to pick up your parcel within the deadline. Otherwise, it will be returned. In this case, you may need to contact the carriers promptly to schedule another time for pickup.
· Which Shipping Service Do You Use?
We ship your item via premium carriers such as USPS, Canada Post, Aramex, PostNL, DHL, Australia Post, China Post, Die Post, YODEL, PFL Logistics, Royal Mail, and others to ensure the fastest and most dependable service.
· Can I Edit an Order I Just Placed?
We can adjust an order up to 12 hours after you place the order. You may send an email as soon as you realize a change needs to be made. We will get back to you within 24 hours (excluding weekends) and let you know if the change can be made. There is no guarantee that we will be able to make the change, but we can always facilitate an exchange once you get your order.
· How Do I Change My Order (Color, Size, Style, etc.)?
We can adjust an order up to 12 hours after you place the order. If you need any modifications regarding your order, please email us with your order number. We can assist you in updating the order information, including products, color, and size, prior to shipment. Please keep in mind that once your item has been dispatched, no further adjustments are possible, and any such changes may result in extended shipment times due to order re-processing.
· What Happens if I Enter My Address Incorrectly?
We can adjust an order up to 12 hours after you place the order. If your order still needs to be shipped, we can help you update the shipping address before shipment. Please send us an email if you require such a change. However, please understand that any such changes may result in longer shipping days due to order re-processing.
· What Can I Do if I Want My Parcel to Be Delivered to Another Address?
If your order has not yet been shipped, we can assist you in updating the mailing address prior to shipment. Please keep in mind that any such changes may result in extended shipping times due to order re-processing.
If your order has been shipped, you can seek assistance from the carriers when they call or text you to pick up your delivery.
· How Do I Cancel an Order?
We can only cancel orders within the first 12 hours after your placement. If you need help cancelling your order, please email us with your order number. We will provide you with a simple and worry-free experience and resolve it quickly. Please keep in mind that if our supplier has already begun processing your order, we may not be able to cancel it.
· I Received a Promotion Code. How Should I Apply It?
Applying a promotion code is simple! On the checkout page, enter the code in the "Gift Card or Discount Code" field. After that, click the "Apply" button. Each promotional code can only be used once. Please examine the terms and conditions on the Gshopper email or mailer you received before using the code.
· What Is Your Return Policy?
We are confident that we provide our customers with the best products and services. If there's something wrong with your order (defective product, incorrect order, damaged order, etc.), please contact us within 14 days of receiving your order, and we'll be happy to assist you in reviewing the case.
If you would like to request a replacement, please email us with your order number.
If you're not completely satisfied with your purchase, you may return the products directly through pomelo.gshopper.com. We accept returns within 14 days after the order's delivery date. Returns or exchanges are only accepted with prior notification and authorization.
However, if the product you received is incorrect or damaged, we will gladly exchange it for you for free.
Conditions of Return and Exchange
1. Please return items only after we have reviewed the case; our customer service staff will review the request and offer additional instructions.
2. NON-QUALITY problems are typically not returnable within the first 12 hours after you place the order.
3. All items must be in new, unwashed condition and in their original packaging.
4. Returns and exchanges must be made within 14 days of receiving your order.
5. Please Note: Original shipping charges are non-refundable, and the shipping cost of the return will be borne by the buyer; payment on the receipt is not supported.
6. Returns are processed within 5-7 business days after the product is returned, and refunds are issued to your original payment method.
7. Typically, after we complete the reimbursement process, you can receive the refund within five business days.
8. Please notify us of the returned item(s), together with your name, email address, and order number.
9. If the above requirements are not met, the return will not be accepted.
We reserve the right to the final interpretation of our return policy.
How to Return or Exchange?
Please email us at firstname.lastname@example.org and provide the following details for further review.
1. Order number
2. The name of the return/ exchange product
3. Reason for return/ exchange
4. Image or video of the product if the product is defective/damaged
· Can I Return Underwear or Swimwear?
Underwear and swimsuits cannot be returned since they come into contact with private body parts, and they cannot be returned even if washed. For hygienic purposes, cosmetics, hosiery, lingerie, and underwear/shapewear are final sale, and items for inner wear (underwear, swimwear, and camisole), socks, baby products, shoes, and other accessories (belt, AIRism Mask, etc.), packaged items, and altered items are not allowed to be returned. You may refer to our Return Policy for information detail.
· What Is the Status of My Refund?
Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days. You will receive an updated invoice and credit note via email once the refund is processed.
· What Methods of Payment Do You Accept?
We accept Paypal, Visa, MasterCard, American Express, Klarna, Debit Card, or E-Check (i.e., using your regular Bank Account). We also accept Gshopper Gift Cards. Please note that the payment methods vary for different stores. You will see the available payment methods on the Check Out page.
· How to Get a Coupon Code?
New Customers: Welcome to Gshopper! We have prepared a special discount for new customers. You can apply the coupon code you received when checking out.
What if I forget to apply the coupon code? No worries. You can drop us a line for help.:-)
Promo Codes: Please stay tuned to our latest campaigns for the best discount.
Gift Cards: Surprise! You will receive a Gift Card we prepared for you when receiving your parcel. Scratch off the instant lottery to claim your special discount!
· Do Gift Cards/Coupons Expire?
For promotions, you can refer to the expiration date shown on the banner of our campaign page. If you get a coupon/gift card and need to know its expiration date, you can contact our customer service at email@example.com for further inquiries.
· How Do I Contact Customer Service?
You can always contact us at firstname.lastname@example.org, and we'll get right back to you with a response within 24 hours.
· What Are Your Customer Service Hours?
We're available all day, every day, 12/7, 365 days a year.