PAYMENT

What should I do if my card was declined when placing an order?

You need to contact your bank. We are not able to help with any credit card issues.

We offer our customers top-class customer support in order to provide the best shopping experience possible. Feel free to provide us with your feedback so that we can improve our services accordingly.

What payment options does sqooop.com accept?

We accept Visa, Amex, Master Card,Diners, Discover, JCB & PayPal (we hope to be adding more payment methods in the near future).

Is entering my Credit Card details online safe?

All payments made for our products over the Internet are processed through a secure server, which means that your card details are specially encrypted before we send them to our payment provider. Once you are happy with an order in your shopping basket, press the checkout button. Select which payment option you would like to use. After making this selection you will be taken to a secure page to enter your credit card details.

We do not have access to your credit card details, so we do not store any of these data on our servers.

RETURN & REFUND

What is the requirement for a refund?

Requirements for Refund:

  • Must include a VIDEO or IMAGE shows that the items we sent was defected.
  • Refund request without VIDEO will not be Entertain as we need the proof to claim it back from our suppliers.
  • Refund process will takes up to 2 weeks progression for verification purpose.
  • Shipping Fees will not be refund back to customers as we shipped the item out.
  • Full Refund will be given if customers provided Full Information regarding defected item.
  • Full Refund if the parcel not deliver within our promised delivery time frame.
I would like to cancel my order, how to proceed?

If you need to cancel your order,  please email us within 12 hours of placing your order and we will be happy to make cancellation. If your order has already been shipped we will not be able to cancel it. 

Please email us at shipping@sqooop.com for any changes request you may have. 

What is the requirement for a return?

Requirements for Returns:

  • Must include a valid original purchase order number provided by www.Sqooop.com(All purchases made outside of www.sqooop.com must contact their seller regarding returns.) 
  • Returned products must be in their original packaging without any missing contents.
  • Returned products that are not in their original packaging with missing contents are subject to a minimum 15% restocking fee.
  • Cost of return at are clients charge.

Refunds will be issued after the returns are received.

No Refunds (After 5 calendar days received parcel)

We do not accept refunds AFTER 5 DAYS RECEIVED THE PARCEL. If you receive a damaged item, please contact us at refund@sqooop.com within 5 days received the parcel and provide the following information:

  • Order Number
  • Date of purchase
  • Date of reception of the goods
  • Photo of the package with visible label
  • Large Photo of the object
  • Close-up of the damage
How to ask for a refund?

Kindly follow the format given for refund process.

Subject: [Order Number] Refund ex. 12345 Refund

Body: Attach clear photos that show the damage

We will apply a refund to the original method of payment within the next 24 hours if you are eligible. Crediting to your account could take up to 7 business days depending on your bank.

We reserve the right to refuse a refund if it has been over 5 calendar days since product was delivered or there’s evidence that the damage is due to regular use or in any way caused by the customer.

 

When will I get my refund?

Every refund request will be investigate by our fulfilment department and it will takes 2 – 3 working days to process due to high volume of orders. 

If your goods were not sent, we will apply a refund to the original method of payment within the next 48 hours if you are eligible. Crediting to your account could take up to 7 working days depending on your bank.

If the goods were shipped, we will need to receive the goods back in their original package. We reserve the right to refuse a refund if it has been over 5 calendar days since product was delivered or there’s evidence that the damage is due to regular use or in any way caused by the customer.

SHIPPING

Is my package stolen or lost?

Kindly note that we are not responsible for any lost, stolen or undelivered packages. Once the package is already assigned to your local post office for dispatch we no longer have any physical control of the product and post office will be the new entity responsible for the delivery.

In an event of mail carrier failure, Please contact your local carrier directly with any concerns or questions.   

How to contact you?

If you have any questions that are not on this FAQ page, please email us info@sqooop.com where we will promptly get back to you 🙂 ! You can also use our contact form.

I entered an incorrect shipping address, what to do?

Once your order has been submitted, please send us a message via email at shipping@sqooop.com with subject: “Shipping adress – Order N° 12345” for any correction to the address you provided. Correction requests after 12 hours will not be entertained and may result to undelivered packages. Any packages returned due to a wrong or incorrect address will be reshipped at the cost of the purchaser.

Quick! Take a glance or two and double check your address is right. Though we check all orders very carefully before shipping, we cannot be responsible for incorrect information like credit card entries or addresses. 

Please review your order carefully before submitting your order.   

 

I have not received any order confirmation details?

Most times this is because our customers have accidentally entered their email in wrong. Throughout the process we send 3-4 emails, including an order conformation, a fulfillment notice, and a shipping notice.

If you believe you may have entered your email wrong please contact us at shipping@sqooop.com and we will fix it for you.

I ordered several items, I just received one ! What should I do?

We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. 

You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way 🙂

Where can I find my tracking number?

We will provide tracking number by email after processing your order. We will update the tracking number once our system updated and we offer 100% satisfaction guarantee if you are having a problem with your order. This tracking number will be send to you by mail and will also be available on your Sqooop account if you created one. If you have no account, you can enter your tracking number here to check the status of your shipping: https://sqooop.com/tracking

Do not panic if late delivery and email us at shipping@sqooop.com only if you have not received your package after 25 working days.

How can I change my order?

If you need to make changes to your order, please email us within 12 hours of placing your order and we will be happy to make the required changes. 

Email us at shipping@sqooop.com with subject: Order change – Order n°1234

If your order has already been shipped we will not be able to change it unfortunately. Please make sure to check you have selected the right size and color to avoid disappointment.

How long does it take for my goods to arrive?

USA
Standard Secured Shipping & Insurance takes 15 – 25 Working Day for delivery (IF YOUR ITEM IS IN STOCK)

CANADA , AUSTRALIA & New Zealand
Standard Secured Shipping & Insurance takes 15 – 25 Working Day for delivery (IF YOUR ITEM IS IN STOCK)

U.K & EU
Standard Secured Shipping & Insurance takes 15 – 25 Working Day for delivery (IF YOUR ITEM IS IN STOCK)

Others Countries
Standard Secured Shipping & Insurance takes 20 – 35 Working Day for delivery (IF YOUR ITEM IS IN STOCK)

** except Saturdays, Sunday and holidays
**Some product might shipped out separately and arrive on difference time because we have warehouse from difference location. **
**Check the product page for delivery time frame of the product. **

Please email us at shipping@sqooop.com, if you require tracking number.

Due to the high volume of orders we are receiving, your shipment may take longer than usual. Rest assured, we are working hard to get everything out ASAP. We know it may be frustrating to wait longer than expected for your order, but the one thing we don’t want to do is sacrifice the quality of our products. Thanks for understanding.

 

What is the handling time?

Due to the high volume of orders we are receiving, your shipment may take longer than usual. Rest assured, we are working hard to get everything out ASAP. We will takes up to 2 – to maximun 10 working days to process the orders

What are the shipping costs?

We are offering Flat Shipping Rate for different country zone as below : 

USA = $4.99 | FREE SHIPPING over $70 or special actions.

AU/CA/UK/NZ = $6.99

Other Countries = $6.99

SOme periods we do Offer FREE WORLDWIDE SHIPPING

Free Shipping
30 Days Return
12 Month Warranty
100% Secure Checkout