Frequently Asked Questions
Quick Answers to Common Questions Regarding Our Merchandise
What is a preorder and when will I be charged?
A preorder allows you to reserve an item before it’s available for general sale. You’ll be charged at the time of placing the preorder to confirm your reservation. The estimated shipping date for each item is listed on the product page.
What shipping options do you offer? (Where is EMS?)
So far, we have been able to connect with multiple shipping providers including:
- USPS
- UPS
- FedEx
We are trying our best to connect with more shipping providers, and will add them to the site when we are able. However, we can’t guarantee that additional shipping options will be available before the preorder cutoff.
As we are a U.S. based company, our EMS (Express Mail Service) shipping option is only available through USPS. If you prefer EMS shipping, please choose “USPS Priority Mail Express International” during your checkout.
Do you ship internationally and how much does it cost?
We offer worldwide shipping, as long as your country accepts international shipments on a regular basis. The shipping costs will vary based on the destination and the weight of the package, and these costs will be calculated during the checkout process. We ultilize multiple shipping providers to ensure your delivery is reliable and efficient to your expectations. Please choose a carrier you haven’t had issues with in the past.
Will I have to pay customs fees on my order?
We will be shipping out all items from the United States, so if your delivery address is in the United States, then you won’t need to pay any customs fee.
Depending on your country’s customs laws, you may be required to pay a tax before receiving your package. Please check your country’s customs policies before placing your order.
How can I contact customer service?
You can reach our customer service team by emailing us at moc.iarukasuuhs@troppus. We aim to respond to all inquiries within 48 hours.
What is your Return/Refund Policy?
While we do not provide refunds or accept returns of items from customers, there are certain exceptions to this. We may provide refunds in the following rare scenarios:
- If one or more of the items you purchased are lost by one of our shipping providers.
- There is a problem during delivery that is not due to an error by the customer.
- There is major damage to a purchased item on arrival.
If a delivery is returned to our return address due to a problem with shipping, we will reach out to the customer’s provided email address, providing the option for us to attempt shipment a second time, provided that the customer pays the shipping price.
For more information, please read the dedicated page: Return/Refund Policy.
What is the maximum quantity of an item that I can purchase?
To ensure that all of our customers have an opportunity to enjoy our products, we have a preorder limit in place. You can preorder up to 3 units of each item per address. This is to prevent reselling of merch and provide a fair shopping experience for everyone. Thank you for your understanding and cooperation.