FAQs
Frequently Asked Questions (FAQ)
Answers to the most common questions about orders, shipping, returns, and support.
1. What shipping methods do you offer and how fast is delivery?
We offer a variety of fast shipping options worldwide, including express courier services and tracked standard shipping. Typical delivery times depend on the destination and the shipping option chosen at checkout — most orders arrive within 5–15 business days. Expedited options are available at checkout for faster delivery.
2. Do you provide tracking information?
Yes — once your order ships we send a tracking number by email (and SMS if provided). You can use that number to follow the parcel on the carrier’s tracking site. If you don’t receive tracking details within 48 hours of shipping, contact our support team.
3. How much does shipping cost?
Shipping costs vary by product weight, destination, and shipping speed. Exact shipping fees are calculated at checkout. We run promotions offering free or reduced-rate shipping for qualifying orders — check the banner or shipping section at checkout.
4. Will I have to pay customs, duties, or taxes?
Orders shipped internationally may be subject to customs fees, import duties, or local taxes — these are determined by your country and are the buyer’s responsibility unless otherwise noted. We recommend checking with your local customs office for details.
5. What is your return policy and money-back guarantee?
We offer a hassle-free money-back guarantee on most items within 30 days of delivery. If the product is damaged, defective, or not as described, you may request a return or refund. Some categories (like personalized items) may have different terms — see our Returns & Refunds page for full details.
6. How do I start a return or request a refund?
Open a return request via your order page or email support@ashsda.com with your order number and photos (if applicable). Our team will respond within 24 hours with instructions and a return shipping label if eligible. Refunds are processed after we receive and inspect the returned item.
7. What happens if my order is lost or arrives damaged?
If your parcel is lost in transit or arrives damaged, contact our support immediately with photos and the tracking number. We’ll investigate with the carrier and arrange a refund or replacement based on the investigation results and product availability.
8. How do you ensure product quality?
We carefully select suppliers, require product samples, and monitor quality through customer feedback and regular checks. If you receive an item that doesn't meet your expectations, our money-back guarantee and return process protect you.
9. What payment methods do you accept?
We accept major credit/debit cards, PayPal, and other regionally popular payment methods shown at checkout. All payments are processed through secure, encrypted gateways — we never store your full payment details on our servers.
10. Can I cancel or change my order after it’s been placed?
Orders can usually be canceled or edited within a short window (typically within 1–2 hours) while the order is being processed. Contact support immediately with your order number — if the order has already shipped, we’ll advise return options.
11. Is your customer support really available 24 hours?
Yes — we provide 24-hour support through our chat and email channels. Response times may vary by channel and volume, but we strive to reply to all inquiries within 24 hours. For urgent issues, include "URGENT" and your order number to help us prioritize.
12. How can I contact support?
Contact us via live chat on the site, email at support@yourstore.com, or through the contact form in your account. Include your order number and a clear description (photos help when reporting damage).
13. Do you offer bulk orders, wholesale, or business accounts?
Yes — we support bulk and wholesale inquiries. Please contact business@yourstore.com with details about products, quantities, and shipping destination. We’ll respond with pricing, lead times, and terms.
14. My package is stuck in customs — what should I do?
If tracking indicates customs hold, reach out to your local customs office for specifics and any required documentation. You can also contact our support team with the tracking number — we’ll assist by liaising with the carrier and providing any seller-side documents needed.