FAQs
Shipping
- Whem will I receive my order?
All orders are processed within 1-2 business days. From the date of shipment, you can expect your order within 6-15 business days, depending on carrier availability and location.
Shipping delays may occur if the shipment requires customs clearance or inspection, or if a shipping delay is caused by carrier service. For
delays, we apologize in advance.
Shipping delays may occur if the shipment requires customs clearance or inspection, or if a shipping delay is caused by carrier service. For
delays, we apologize in advance.
Order history
- What if my order contains missing or defective products?
In case of missing or incorrectly labeled items, please contact us at the following email address:
support@etray.co
Please include your transaction reference number (order number) and send us a proof (the size of the image file should be less than 1 MB). We will solve the problem as soon as possible.
- How do I know that my order has been successfully submitted?
You will receive a confirmation email with the order number and details of your purchase.
- I would like to change my order. What should I do?
You can change your order until 12:00pm the next day of your order at the latest. You can contact us at support@etray.co to request a change.
- Can my order be delivered to another address?
Yes, of course. Make sure you provide the correct information at checkout and check that your desired address is correct.
- I have not received a confirmation email for my order.
It is possible that our email has ended up in your spam folder. Please check this and see if our e-mail is there. If you still can't find the email, please contact us and we will resend it.
- How long does it take to receive my package?
The processing takes 1-2 business days, the shipping of your product 6-15 working days.
- How can I track my order?
To track your order live at any time, we will send you a tracking ID by email. You can insert this ID on the page calls "Tracker" or click the link in the email, so that you can always see where your order is on its way. If you have any questions about your order status or any issues with your tracking, please contact our support any time!
Products
- Where can I find more information about the product?
All information and product benefits can be found on the product page. There you will find a brief description of the product. If you scroll down the page, you will see additional details highlighting the benefits, as well as pictures and other information. If you have any further questions, please feel free to contact us. Our support will be happy to answer you.
- The product I'm looking for is no longer available :(
Our store carries a wide range of products. Many of our products are
saisondle exclusive products and will most likely be discontinued as soon as they are sold out. Occasionally, an item in our standard assortment is temporarily out of stock, so we recommend checking weekly. Our website may contain inaccuracies regarding availability. In these cases, an item or order may be cancelled. We apologize for any inconvenience caused. We do not currently have a backorder system.
saisondle exclusive products and will most likely be discontinued as soon as they are sold out. Occasionally, an item in our standard assortment is temporarily out of stock, so we recommend checking weekly. Our website may contain inaccuracies regarding availability. In these cases, an item or order may be cancelled. We apologize for any inconvenience caused. We do not currently have a backorder system.
- What if my order contains missing or defective products?
In case of missing or incorrectly labeled items, please contact us at the following email address:
support@etray.co
Please include your transaction reference number (order number) and send us a proof (the size of the image file should be less than 1 MB). We will solve the problem as soon as possible.
- Damage or lost products.
If the product you ordered arrived damaged or was lost in transit, you can request a replacement or refund.
All you have to do is send us a photo of the product in the condition it was in when you received it before you send it back. When you return the product to us, you must use a tracking number.
Otherwise, we will not be able to issue a refund.
All you have to do is send us a photo of the product in the condition it was in when you received it before you send it back. When you return the product to us, you must use a tracking number.
Otherwise, we will not be able to issue a refund.
- Any fees that may be incurred that must be covered.
You are responsible for the shipping costs of returning the product to our warehouse. These fees are non-refundable. The restocking fee is 1$ if this applies to your product.
If you return a product and it is received by us in the appropriate condition, you are entitled to a replacement product, refund or credit.
If you return a product and it is received by us in the appropriate condition, you are entitled to a replacement product, refund or credit.
Replacement product: Once you have selected the desired product, it will take approx.
7-10 business days for it to arrive.
Refund: You will receive the money directly to your account (or another payment method) after 2-5 business days as soon as bank(or another payment system) approved that transaction.
7-10 business days for it to arrive.
Refund: You will receive the money directly to your account (or another payment method) after 2-5 business days as soon as bank(or another payment system) approved that transaction.
Payments
- What means of payment are accepted?
We accept four major credit cards (MasterCard, Visa, American Express and Discover) as well as PayPal, DIRECT and Apple Pay.
- How do I pay with PayPal?
PayPal is the easiest way to pay online. When you have added all the items to your shopping cart and want to complete the transaction, you can click on the "PayPal" button. You will be redirected to the PayPal website. Be sure to enter your correct information to ensure a quick and hassle-free payment process.
Recall
- What is the procedure in case of cancellation?
Cancellation of an order is possible until 12:00 pm noon of the following day at the latest. After that time, cancellation is no longer possible. You can reach us via email:
support@etray.co
- What are the cancellation and exchange conditions?
You can find more information on our "Return & Refund" page. Our
support is at your disposal and will be happy to answer your questions.
support is at your disposal and will be happy to answer your questions.
- How can I return an item?
You can find more information on our "Return & Refund" page. For more information, please contact our customer support at Email:
support@etray.co
support@etray.co
- How can I exercise my right of withdrawal?
If for any reason you want to return or exchange your order for any reason, we are here for you! We offer you the option of a return or exchange within 14 days of receiving your order. You can exchange your product for store credit, another product, or receive a refund on your original payment method.
Please note the following exceptions to our Return and Exchange Policy
Discounted items cannot be returned or exchanged.
Returned items must still have tags on them and be returned in their original packaging.
Returned items must not show any visible signs of wear or use.
Personalized items are not eligible for exchange.
To initiate a return or exchange, please contact us.
Please note the following exceptions to our Return and Exchange Policy
Discounted items cannot be returned or exchanged.
Returned items must still have tags on them and be returned in their original packaging.
Returned items must not show any visible signs of wear or use.
Personalized items are not eligible for exchange.
To initiate a return or exchange, please contact us.
