FAQ

1. Where's my order?

Please contact us here with your order no. so we can check it and provide the tracking information for you.


2. I ordered multiple items, why did I only receive one?

For logistical reasons, items in the same order will sometimes be sent in separate packages so they get to you faster. You may receive one itembefore the next. So don’t panic if you don’t receive all of your items at once…they are on the way!

3.  Can I cancel/change my address/order?

By placing an order, you agree that in case your shipping information needs an update or you wish to cancel your order, you have a right to do so in the first 3 hours after placing an order. If 3 hours have passed, we have sent your order to our fulfilment facility and any new change
requests will not be fulfilled. When the order is in "in process", no refunds will be made on the basis of wrong shipping information. If you have any questions about returns or exchanges, please contact us here.

4. What payment methods do you accept?

We accept all major credit cards through the Stripe powered Shopify Payment system. We also accept PayPal.

5. Is there any money back guarantee?

You may return undamaged items to us postmarked within 45 calendar days of delivery. If the return is not a result of our error, customers will be required to cover shipping cost both ways. Please make sure the item is returned in the original condition, with the original packaging and accessories.

Please note that shipping and handling charges apply if returns are not results of our error.

6. Is there any warranty on your products?

Unless otherwise noted on the product page, product warranty is 6 months counted from the date of initial shipment of order.

• Within 3 months after initial shipment of order:
  Upon returning, defective items are replaced and shipped back to customers for free. Return shipping reimbursement is USD 40 or 50% of the item's price, whichever is lower.
• 3 to 6 months after initial shipment of order:
  Upon returning, defective items are replaced and shipped back to customers for free. Return shipping reimbursement is unavailable.
• Afterwards:
  Customers may still send defective items back to TheValueStoreHQ. TheValueStoreHQ passes those items back to their manufacturers and helps coordinating the repair. Customers are responsible for shipping charges both ways.
  
  Depending on the problem, fees may be assessed by the manufacturers. TheValueStoreHQ will contact customers before committing the repairs.