SHIPPING & REFUND

SHIPPING POLICY

WHAT IS YOUR POLICY ON SHIPPING? 

Our ultimate goal is to offer you the best shipping options, no matter where you live. In the near future, we hope to deliver to customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.

We work with multiple vendors to bring you the best and latest at an affordable price point. This means that if you have ordered multiple items, your order may arrive in separate packages (no worries, most arrive at the very same time 🙂 ).

CAN I COMBINE MY ORDERS?

Yes of course. We provide Flat Shipping Rate Worldwide with tracking number. The number of packages and total shipping cost is displayed in the cart prior to checkout.

MY ORDER ARRIVED DAMAGED / DEFECT / INCORRECT ITEM?

If you believed the item has been damaged during transit please send us a photo of the item(s) and describe the condition to hello@noveltygifts2u.com. We will review and send you an replacement.

I WAS CHARGED MORE THAN ONCE FOR MY ORDER

For duplicate charges on your card please contact us with your order number(s) and personal details so we can locate the transactions and act accordingly.

MISSING ITEMS FROM MY ORDER

Different products ship from different locations and are split into different orders so it may still be on the way.

HOW DO I CHANGE THE ADDRESS ON MY ORDER?

We will only be able to update the shipping address on an order so long as the order has not yet shipped. Please contact our support team immediately so we can attempt to adjust the order in time.

CAN I SHIP TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?

During Checkout, you can specify a different shipping address than your billing address.

WHY HAVEN’T I RECEIVED MY TRACKING NUMBER YET? 

Items can take 2-5 days to be processed and shipped from warehouse which does not include transit time. (the time it takes our carrier to deliver your package). Once your item has been shipped, you will receive an e-mail with your tracking number. Just remember that it will still take some time before tracking results become available to you. Typical delivery is 10-30 days after your order has been shipped, but customs delays do occasionally happen. Transit may take longer if the parcel was delayed due to carrier mishandling, customs delay, or other circumstances beyond our control.  The shipping times given are estimates and not guaranteed.

If you have any concerns on where your order is, please first check your order using our Track Order page. We ask that customers do not email/call asking for an update because all updates are view-able on our Track Order page. If the page has no updates then there are no updates available yet. If unfulfilled then please be patient as this means that we’re more than likely awaiting on a re-stock from our supplier so we can ship out your item and we will not have any additional information.

HOW IS YOUR SHIPPING DONE? 

The time frame for order delivery is divided into two parts:

Processing time:Order verification, tailoring, quality check and packaging.

All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and shipping company process the orders, which takes an additional 2–5 days.

Shipping time:This refers to the time it takes for items to be shipped from our warehouse to the destination.

Arrival time for international orders will vary by location. Estimated delivery dates are provided in your confirmation email.

Typical delivery is 10-30 days after your order has been shipped, but customs delays do occasionally happen. Transit may take longer if the parcel was delayed due to carrier mishandling, customs delay, or other circumstances beyond our control.

If you have not received your international order within 30 days please contact our customer service.

We cannot always guarantee availability of products. If you have ordered an item that is not available or that is delayed, we will do our best to notify you of this via email. Most often, it will be noted in the item description if it is out of stock. If you have any questions regarding the status of your order at anytime, please email us at hello@noveltygifts2u.com

We are not responsible for incorrect addresses. Please note that any packages that need to be re-routed are subject to a small fee.

We make every effort to deliver your package to you as soon as possible. However, there are some conditions which may cause delays:

Credit Card Approval: Inconsistent credit card, billing and/or shipping information may delay your order. Should your order not arrive in a timely manner, we would appreciate your patience while we resolve the issue with the carrier’s claim process which can take anywhere from 6-8 weeks.

HOW DO I CHECK MY ORDER STATUS?

  • You can check the status of your order by clicking on the “Order Status” link in your order confirmation email.
  • If you don’t see any tracking data for your shipment, your package should still arrive within 10-30 days. Please email us if you have not received the item within 30 days of the ship date and we will take further action.
  • You can track your package on your Order Confirmation page. We sent a link to this page in your Shipping Confirmation Email. If you are still unable to locate your Order Confirmation page please email us and we will help you locate it. It typically takes 2-3 days after your order ships for tracking information to become available.

DID NOT RECEIVE ORDER CONFIRMATION EMAIL

  • Please check your spam folder and any other email addresses that you may have used.
  • If you still unable to locate a confirmation email, just contact us with your first and last name, date you placed the order and the order # and we will lookup your order for you.
  • Under some error condition if you have charged and order did not went through. Don’t worry. It will be automatically cancelled and refunded and you can place your order again.

 

SHIPPING – INTERNATIONAL

INTERNATIONAL SHIPPING COSTS ARE FLAT RATE $8.50 WITH TRACKING DEPENDING ON WEIGHT OF PACKAGE AND SHIPPING DESTINATION.  

Arrival time for international orders will vary by location. Estimated delivery dates are provided in your confirmation email.

International shipping charges DO NOT INCLUDE any applicable import taxes, customs duties and fees that are due upon entry into the destination country. All duties, fees and taxes are the responsibility of the recipient, and are levied once a shipment reaches the recipient’s country. Customs policies vary widely from country to country and can cause delays beyond our original delivery estimates. Please contact your local customs office for more information.

We use Singapore Post, Hong Kong Post or China Post for all our International deliveries. Once your package passes through customs it will be delivered by your local post office.

Typical delivery is 10-30  days after your order has been shipped, but customs delays do occasionally happen. Transit may take longer if the parcel was delayed due to carrier mishandling, customs delay, or other circumstances beyond our control.

If you have not received your international order within 30 days please contact our customer service.

**Neither our shipping carrier or company can guarantee delivery dates.

RETURNS

HOW DO I RETURN MY ORDER?

We are happy to accept returns as long as the products are still in their original packaging and unused condition.

What you will need to do is send the products to:

Open Sesame Pty Ltd

38 flora drive #04-50

Singapore 506895

Please email us your tracking number to hello@noveltygifts2u.com. Then once the package has arrived safely and inspected we can process your refund!
PLEASE NOTE: Returns must be initiated within 30 days upon delivery of the order and you will be responsible for any costs associated with returning the item to us.

EXCHANGE & REFUND 

REFUND (IF APPLICABLE)

Once your return is received by us, you will received an email notification and we will notify you if you are eligible for the refund.

If your refund is approved we will reverse the fund back to the original payment methods. (Take up to 7 days to be reflected into your account). Please contact your bank to check with the refund if you haven’t received it after 7-14 days.

Only partial refunds or no refund will be provided if; item not in original condition / damaged or missing during delivery.

If your order is damaged in transit or simply does not meet your satisfaction we are happy to offer a full refund as long as you email us within 30 days of receiving your order. Please be aware that simply returning to the sending address will not result in a refund of your transaction.

In the instance of a damaged or defective item, please attach a picture of the item when contacting our customer service team.

If you need to cancel an order once placed, please contact us immediately as we are unable to change the status of your order once it left our distribution center.

Bear in mind that SHIPPING fee is not eligible for refund.

EXCHANGE (IF APPLICABLE)

I CHANGED MY MIND, CAN I REFUND OR EXCHANGE THE PRODUCTS?

Unfortunately, we do not accept exchange and refund for change of mind, incorrect purchases or any personal feeling or subjective reason.

You will be responsible for any costs associated with returning the item to us and the delivery charges to you again.

Once we have received your return item and confirmed it meets the conditions above, we will ship you the item you requested to exchange for or process your refund using the original payment method. You will receive your funds in 1-3 working days, please contact your bank if you did not receive it within this time frame.

WHAT DO I DO IF I HAVE NOT RECEIVED MY ORDER?

Once your order has been sent, you will receive a dispatch confirmation email which will advise your estimated delivery date.

Please note that this is only an estimated date and before contacting us can you check the following:

  • Sign into your account to check we have the correct delivery address for your order and your contact details are up to date
  • Check your mailbox to see if you have a delivery card from your local Postal Service. Your parcel may be awaiting collection at a local post office or you may need to arrange re-delivery.
  • Check with your neighbor(s) to see if they have accepted the parcel on your behalf.
  • Look in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

After your order has been dispatched, please allow up to 30 days for parcel to reach. If your order has not arrived after this time, and you are certain that it isn’t with a neighbor or another member of your household, please contact us at hello@noveltygifts2u.com and we will investigate further and arrange a replacement item to be sent.