FAQs

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your payment information every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal information.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished choosing your items, you can proceed to your shopping cart and check out. Please double check to ensure that all information is correct before confirming your purchases and payment.

1.4 I am having problems adding items to my shopping cart.

You will be able to add any item as long as it is available. There could be an instance where a particular item is in someone else’s shopping cart hence the status of that item is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to double check your order before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

 

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on Eastern Time.

2.2 How long will it take for me to receive my order?

Delivery of your items will vary depending on your location and designated shipping method. Typically, items leave our warehouse within 2 business days and arrive 5-10 business days after they have shipped. Business days are Monday-Friday, excluding federal holidays within the United States. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our local delivery affiliates, such as USPS, UPS, FEDEX or any international courier.

2.4 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure that you provide the correct shipping address.

2.5 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at contact@420friends.com and we will get back to you as soon as we can.

2.6 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at contact@420friends.com with a snapshot of the product and we will get back to you as soon as we can.

2.7 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at contact@420friends.com and we will get back to you as soon as we can.

2.8 I’ve purchased the wrong size or color.

We do not provide exchanges for size or color. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

2.9 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at contact@420friends.com if you have not received your parcel after 10 working days and we will assist you accordingly.