FREQUENTLY ASKED QUESTIONS
COVID19 UPDATE & SHIPPING INFORMATION
HOW THE PANDEMIC SITUATION AFFECTS MY ORDER?
Demand for our kits has been growing in the past 3 months and we have received over 5 times our normal order volume over the last 4 weeks. Every order is guaranteed to be delivered, but with the global pandemic, production times and shipping times are much slower, so it will take longer than usual for your kit to ship and arrive. We really appreciate your patience with us during these very difficult times.
HOW LONG WILL IT TAKE TO GET MY PACKAGE?
If you have received a shipping confirmation email, your order has shipped and is on its way! If you are getting an error or no information on your tracking number, please give it a few more days. It takes our mail carriers some time to scan the shipping label and for the tracking system to update. Once shipped we expect parcels to take about 4 - 6 weeks. We rely on passenger flights to ship our packages. As flights are reduced right now, orders volume is higher and many shipping companies have reduced staff, there is a lot of unpredictability in shipping times. This is a global situation, not only affecting our packages or customers. We can not control this situation. What we can guarantee you, is that we will always stand by you, and you will get your package. Your satisfaction is our priority.
DO YOU SHIP INTERNATIONALLY?
We ship mostly all over the world except a few places. Shipping is FREE for all orders.
Is it safe to get deliveries during COVID?
According to the CDC, yes! They simply recommend washing your hands afterward and making sure to stay 6 feet away from the delivery person. https://www.cdc.gov/coronavirus/2019-ncov/daily-life-coping/essential-goods-services.html
IS BUYING ON THIS WEBSITE SAFE?
Yes, it is. It is totally safe to buy with us. We use Stripe as our Payment Gateway for cards, besides services like Paypal, Apple Pay and Amazon Pay. We don't see your payment details at any moment, as they are processed through the different gateways mentioned before. When you introduce your card details in our website, you are actually doing it on Stripe platform, so it is completely safe to buy with us.
WHAT PAYMENT METHODS ARE ACCEPTED?
We currently accept VISA, Mastercard and American Express cards. We also accept PayPal, Apple Pay and Amazon Pay. We are currently woking to accept more payments methods in the future.
Orders and Returns
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
No, you don't. You can check out as a guest and that is totally fine.
HOW DO I PLACE AN ORDER?
1. Add the products you want to purchase to your cart.
2. Once you are ready to make your purchase, head to your cart and click on Secure Checkout button. Carefully fill your Contact Information and Shipping address so we can send your package without any issues.
3. After filling Shipping Address click on "Go to FREE shipping" for next step.
4. Click on "Continue to Payment" to select your payment method and introduce your card details if paying by card.
5. Click on "Review order" to do so at next step. You won't be charged yet.
6. Review all your contact and shipping information. If there is anything you need to change, you can do by clicking on "Change" next to the field you want to change. Double check your delivery address and contact details, once your order has shipped we cannot change it's destination.
7. Click on "Complete Order" to complete your purchase. You will be charged and get a Order Confirmation email, after your payment has cleared.
WHO SHOULD I TO CONTACT IF I HAVE ANY QUERIES?
We can be contacted on the website, Facebook or Instagram chat normally from 9:00-17:00 GMT. You can also send us a email clicking here. We usually answer in less than 24 hrs. You also can give us a phone call at +447380276966. We will be more than happy to talk to you.
HOW CAN I CANCEL OR CHANGE MY ORDER?
If you wish to cancel your order, please do it so in the next 24 hours after payment. You can click here to send us a message with the subject CANCEL ORDER and your order number. We usually fulfil orders in 2-5 days depending on stock and demand. If you request your order cancellation after 24 hours, we may have shipped your items already.
In that case, you would need to wait to receive them, ship them back or reject the delivery. Once we receive the items, we will issue a refund within 24 hours.
For custom kits, we will need 7 days to produce the kit. We kindly ask to cancel your order in the next 24 hours after payment. If we have already started production, it will not be possible to cancel it since the time and resources are already being used.
HOW DO I TRACK MY ORDER?
When your order has shipped, we will send you a tracking number. This number you can track after a few days in your local post office: USPS for the US, Canada Post for Canada, Royal Mail for UK, Australia Post for Australia and so on. We do follow every package we have out for delivery. Feel free to get in touch if you want to know about the status of your order. We will be more than happy to help you.