FAQ
FAQ - Frequently Asked Questions
SHIPPING & DELIVERY
1. How much does shipping cost?
We offer free standard shipping for all U.S. and Canadian orders over USD 100. For orders below this amount or international shipping, please contact us at popilushshop01@gmail.com for more information.
2. How long will it take to receive my order?
- U.S. Shipping: 2-5 business days (after processing)
- International Shipping: 20-25 business days (after processing)
- All orders go through a 1-3 business day processing period before shipment.
3. When will my order be shipped?
Orders typically ship on the next business day. Orders placed between Friday and Sunday will be shipped the following Monday. We do not ship on Saturdays, Sundays, or holidays.
4. How do I track my order?
Once your order ships, you will receive an email with your tracking number and instructions for checking your shipment status.
5. Do you deliver to P.O. Boxes or APO/FPO addresses?
No, we do not deliver to P.O. Boxes or APO/FPO addresses.
6. What should I do if my package was lost or stolen?
Please contact us immediately at popilushshop01@gmail.com. We will assist you in investigating and resolving the issue.
7. Is Popilush responsible for delivery delays?
While we make every effort to ensure your order arrives on time, we cannot be held responsible for delays due to circumstances beyond our control, such as severe weather conditions or carrier service interruptions.
RETURNS & REFUNDS
8. What is the return window?
You have 30 calendar days from the date you receive your item to request a return or refund.
9. What items cannot be returned?
We do not accept returns on:
- Final sale items or clearance products
- Customized, personalized, or made-to-order items
- Items that have been worn, washed, damaged, or are missing original tags/packaging
10. How do I start a return?
- Contact us at popilushshop01@gmail.com with your order number and reason for return
- Wait for our confirmation and return authorization
- After approval, you'll receive instructions and a return shipping address
- Ship the item back to us
- Once we receive and inspect your item, we'll notify you of the refund approval or rejection
11. Who pays for return shipping?
For general returns (change of mind, wrong size, etc.), the customer is responsible for return shipping costs. If the item is defective, damaged, or we sent the wrong item, we will provide a prepaid return label or reimburse the return shipping cost after approval.
12. When will I receive my refund?
If your return is approved, your refund will be processed within 7 business days to your original payment method. Please note that it may take additional time for your bank or credit card provider to post the refund to your account.
13. Do you offer exchanges?
We only replace items if they are defective or damaged. If you need to exchange an item, contact us at popilushshop01@gmail.com and we'll guide you through the process.
14. Are there any restocking fees?
In some cases, we may apply a restocking fee or grant only partial refunds (for example, if an item is not in its original condition or is damaged). We will clearly disclose any fees when approving your return.
ORDERS & PAYMENTS
15. How do I apply a discount code?
Enter your discount code on the final checkout page before clicking "Complete Order." Click "Apply" to update your total. Note that discount codes can only be used once per order and cannot be combined with other promotions.
16. Can I cancel or modify my order?
Since orders typically ship on the next business day, please contact us immediately at popilushshop01@gmail.com if you need to cancel or modify your order. We'll do our best to accommodate your request if the order hasn't shipped yet.
17. What payment methods do you accept?
We accept major credit cards, PayPal, and other payment methods available at checkout. All credit card information is always encrypted during transfer over networks.
18. Who is responsible for customs duties and taxes on international orders?
Popilush is not responsible for any customs duties, taxes, or other charges on international orders. These fees are the responsibility of the customer.
GENERAL
19. How can I contact customer service?
You can reach our customer service team at popilushshop01@gmail.com for any questions or concerns about your order, shipping, returns, or products.
20. Where can I find your policies?
You can review our complete Terms and Conditions, Return Policy, and Shipping Policy on our website. We recommend reading these policies before making a purchase to ensure you understand our processes and your rights as a customer.