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FAQ

ORDERING

Q: What payment methods do you accept?

A: We accept all major credit and debit cards and you can also pay with Paypal. We do not offer the option to pay on delivery. 

Q: My credit card has been declined, what can I do?

A: All payments are processed via secure payment gateway called Stripe. Stripe has full control over what payment method or if the card is allowed or declined and there is nothing we can do about your card being declined for payment. You do, however, have the option to use Paypal to make a payment. 

Q:  How can I change or cancel my order? 

A: Our orders are processed the very same day they are placed and they are subject to a handling period of 1 - 3 business days. We are happy to make changes to your order or cancel it if you notify us immediately, within 24 hours of placing your order. Once the orders have been processed and forwarded for fulfillment, unfortunately, there is nothing we can do at that point.  

Q: I placed an order but have not received a confirmation email?

A: Please check your spam folder and make sure you typed your email address correctly. If you can't find your confirmation email, please get in touch with us and we will resend it to you. 

Q: Is your website secure to use for payments?

When making a purchase on our website, your information is entered into an SSL secure web page which is then encrypted and sent directly to our credit card provider's network. In there, your card is authorized and approved. Your credit card or payment information is not stored on our servers and is 100% protected.

Q: I have a discount code that doesn't work on your website.

A: Our discount codes are subject to expiry period and they also cannot be combined together with other discount codes. If this is one of the cases, then your code will be declined. If you think the code should be working, please feel free to get in touch with us and we will check for you. 

 

SHIPPING

Q: How long are the delivery times?

A: Pepperhive.com partnered with international merchants to give you the best products at the most affordable prices. That means that our products are shipped directly from the manufacturer to your address, leaving out any middle-men. This reflects in the delivery time between 10 to 20 business days (in high demand products this can be longer - 14 to 24 business days).

For full details about our international delivery times please check our delivery information page.

Q: Do you offer international shipping?

A: Yes we do, please check the delivery page for details. 

Q: I have ordered a few things and only a part of the items arrived. What is happening?

A: No need to panic. Due to logistical reasons and our products being stocked in different warehouses, the items might be sent in separate packages. This is protecting you from paying high import taxes on your end. There are no additional shipping costs associated with receiving multiple packages.

Q: Will there be any customs charges or duties that I have to pay?

A: Import taxes and duties may be due once the order arrives at the final destination. These charges are determined by your local customs office. Our products and their prices do not include such costs and they have to be paid by the customer. 

Due to different handling period and efficiency in customs department, there may be delays in releasing your order from customs. We cannot be held responsible for such delays. 

Q: Will I receive a tracking number and if so yes?

A: Tracking number is currently available only for orders in the US. The tracking code is sent once the products have been dispatched. 

Q: My tracking status doesn't update!

A: In some cases, it may take time for the status to update as this is being handled by the postal office of your country. If you do not see any update on your status, it usually means the order is on its way to you. The status will update as soon as the package has been scanned by domestic delivery. 

Q: My order still hasn't arrived even though it was supposed to.

A: If you think your order is delayed, please contact our customer support at support@pepperhive.com stating your order number. 

 

REFUNDS AND RETURNS

Q: When can I get a refund?

A: According to our refund policy, you are entitled to a refund if there is a serious manufacturing problem on the product you ordered, or if the product arrived damaged or broken due to delivery. You are also entitled to refund if the product delivered is a different size, color or type than the one you order and also if the product wasn't delivered to the address provided even though days have passed since the due delivery date.

If you qualify for a refund, please email us right away to support@pepperhive.com and we will arrange a refund. 

Please note refunds take a few business days to process and reach your bank account and this is out of our control. 

Q: I got a wrong size or color item, can I get a replacement?

A: If you ordered a wrong size or color by mistake, unfortunately, this was an error not caused by us and we will not offer a replacement. However, if the product delivered was a different size, color or type to the one you ordered, we are happy to provide replacement or refund. 

 

If you have any questions that we have not answered here, please feel free to email us at info@pepperhive.com.

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