Q: How can I get a refund?
A: To be eligible for a refund, please ensure that:
- The item is unused and in the same condition that you received it.
- The item is in its original packaging.
- You have a receipt or proof of purchase (including a tracking number).
- The item was received less than 30 days ago. To initiate a refund, contact us at support@towtrek.shop with your order number, tracking number, and a photo of the item if it is damaged.
Q: How do I return an item?
A: If you need to return an item, please contact us via email or our contact form with:
- The reason for your return or refund request.
- Your order number.
- Your tracking number. We will provide you with the necessary steps to return your package.
Q: What should I do if I received a damaged item?
A: We’re sorry to hear that your item arrived damaged. Please send us an image of the damaged item to support@towtrek.shop, and we will send you a replacement as soon as possible.
Q: Why haven’t I received my order yet?
A: We apologize for any delays. International shipping can sometimes be delayed by customs, but you can track your order on our tracking page. If you need further assistance, please contact us at support@towtrek.shop.
Q: Can I cancel my order?
A: Orders are processed quickly to ensure prompt delivery, which sometimes means they cannot be cancelled. However, if you need to cancel an order, please contact us immediately at support@towtrek.shop with your order number, and we will do our best to accommodate your request. If the cancellation is possible, we will process your refund immediately.
Q: What payment methods are accepted?
A: We currently accept PayPal for all transactions.
Q: What are the shipping times for your products?
A: Orders are processed the same day they are placed and typically take 5 to 8 days for delivery. Shipping times can vary depending on demand and the time of year. If you do not receive your order within 30 days, we guarantee a full refund.
Q: How do refunds work?
A: Our refund policy lasts 30 days for all physical items. Digital products are non-refundable. If 30 days have passed since you received your item, we cannot offer a refund or exchange. To qualify for a refund, your item must be unused, in the same condition that you received it, and in its original packaging. You must also have a receipt or proof of purchase and have received your item less than 30 days ago.
For any additional questions, please do not hesitate to contact us at support@towtrek.shop.