What is your return policy?
Because most of our products are personalized, we are unable to accept returns, also we do not accept return if there is a delay in delivery due to clearance by your country customs or local delivery service in your country, but If you feel your order faulty in any way, we ask for proof, eg a photo, of your complaint. We review it and will ideally re-make the bad items or refund you.
How do I get in touch with someone if I have a problem with my order?
Once you place your order online, an account manager handles the process, including any complaints you might have. If you feel you are not getting a satisfactory response, kindly email Sales@PapaChina.com with your order # and complaint details. We will then review it. My order arrived and the print quality is unacceptable - what do I do? You are protected by our guarantees so don’t worry. We have quality checking procedures in place to minimise the chance of products being despatched with poor quality print. However, in the unlikely event that print quality is poor, simply contact your account manager.
My order arrived and the products are damaged - what do I do?
You are protected by our guarantees so don’t worry. At the time of despatch, our checking procedures ensure your products are in good condition. Should your order arrive in a damaged state, then it was likely caused during transit. If this happens, remove the damaged units and we will arrange a refund for them or replace at no extra cost.What if I receive more or less than I ordered? We strive to ship you the exact quantity you order. However, due to occasional variations in the identification process, an underrun of an order quantity may occur. We will arrange a refund against the fewer number of units or send more at no cost to you.
What do I do if my shipment says it has been delivered but has been missing or stolen?
If the shipment gets delivered and then stolen from the delivery location, then the receiver will need to file a complaint with the shipping company or your local police, in this type of case, we will NOT be making a re-make of order or refund, because the shipment was stolen when delivered, which is beyond our control, this a more localized problem, this also why we use reputable shipping company such as DHL, FedEx, and UPS. These shipping companies allow you to file a claim, and if they investigate, you will be entitled to get compensation on the shipment invoice for the stolen item, to have secure delivery, which is why we do NOT use postal service.
My shipment was lost in transit, what should I do?
If we ship your order and it is missing in transit, it is our responsibility to coordinate with the shipping carrier to resolve the issue and ensure that your order is shipped as promised. If they fail to deliver or the shipment is missing in transit, we will either re-make your order again or refund (Note - This ONLY apply to an item which gets missing in transit, NOT delivered missing item or stolen).
Note- Return time frame for any delivered order, is 30 days, this starts to count from the day of delivery if pass 30 days, the product can no longer be returned or refund process for any complaints or issues
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