Awaken Sleeping Heart Necklace
FAQs
1. How long does shipping take?
Shipping time depends on your location:
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United States: 7–9 business days
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Other countries: 10–20 business days
Please note that processing time (1–5 business days) is not included in shipping time.
2. Where is my order? How can I track it?
Once your order has been shipped, you can track it here:
👉 https://www.17track.net/en
Simply enter your tracking number to view the latest shipping status.
3. What is my tracking number?
After your order is shipped, you will receive a shipping confirmation email that includes your tracking number.
If you don’t see it, please check your spam or promotions folder.
4. What is the current status of my order?
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After placing an order, you will receive an order confirmation email.
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Order processing usually takes 1–5 business days.
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Once shipped, you will receive a shipping confirmation email with tracking information.
You can track your order anytime at:
👉 https://www.17track.net/en
5. I didn’t receive any confirmation email. What should I do?
If you did not receive an order or shipping confirmation email, please contact us at:
📧 service@kumapop.com
Be sure to include your order ID so we can assist you faster.
6. How do I request a return or refund?
Please review our Return Policy before submitting a request.
If you still wish to proceed, contact us at:
📧 service@kumapop.com
Please include your order ID, and our support team will assist you accordingly.
7. How do I use a discount code?
When entering a discount code, please:
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Make sure all letters and numbers are entered correctly
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Do not include extra spaces
If the code still doesn’t work, contact us at:
📧 service@kumapop.com
RETURN / EXCHANGES
Returns & Refund & Exchanges Policy
We have a 7 business days return policy, which means you have 7 business days after receiving your item to request a return.
The return shipping costs paid by the customer are as follows:
The customer did not see the size chart clearly, resulting in a mismatch in the size of the product.
Returns due to personal preferences (unless there is a defect or misrepresentation in the product).
The circumstances under which we bear the return shipping costs are as follows:
The item doesn’t match product images or descriptions.
The product has defects or quality problems.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at service@kumapop.com. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at service@kumapop.com.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like customized products(such as special orders or personalized shirts). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return & Exchange address
We're available to support you via
Email: service@kumapop.com
We strive to respond to your questions within 24 hours
All delivery times are estimated, and Kumapop is not responsible for delays due to some unpredicted factors (weather, courier factors, customer error, holiday-related delays) or any other unforeseen factors.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method and the refund should arrive within 5-10 business days. If it has been longer than two weeks, please contact us at service@kumapop.com
Cancel
Cancel within 24 hours:
If you decide to cancel your order within 24 hours of purchase, you will be eligible for a full refund. Please notify us of your cancellation request within this timeframe to initiate the refund process.
Cancel more than 24 hours after purchase:
For cancellation requests received more than 24 hours after purchase but before the order has been shipped, you may be eligible for a partial refund. The refund amount will be determined on a case-by-case basis, taking into account any expenses incurred in processing your order up to the cancellation date.
If you run into any issues, feel free to drop us an email at service@kumapop.com.
SHIPPING & DELIVERY
1.Delivery Time
- Delivery Time=Processing Time+Shipping Time
- Delivery time may vary depending on the destination country/region.
- We provide a free, fast delivery service for all orders over $79 that are shipped to the US. All international orders will incur a small amount of shipping, which is reflected in the checkout.
- Different items have different processing times. After placing an order, you can check the order delivery information from the online order status page. We will also notify you through your registered email.
- Our Processing time is 1-5 working days.
United States (Except： Puerto Rico, Virgin Islands, Guam, Northern Mariana Islands )
Standard Shipping (7-9 business days) :the order amount is below $79 :$9.99
Free Shipping (7-9 business days) :the order amount is above $79 :$0
Australia
Standard Shipping ( 8-11 business days) :the order amount is below $79 :$9.99
Free Shipping (8-11 business days): the order amount is above $79 :$0
Canada
Standard Shipping ( 6-10 business days) :the order amount is below $79 :$9.99
Free Shipping (6-10 business days): the order amount is above $79 :$0
United Kingdom, Germany, France
Standard Shipping ( 6-12 business days) :the order amount is below $79 :$9.99
Free Shipping (6-12 business days): the order amount is above $79 :$0
Other countries/regions we ship to: Switzerland, Denmark, Ireland, New, Zealand, Italy, Spain（Except：Baleares, Las Palmas, Santa Cruz), Belgium, Austria, Sweden, Netherlands, Norway, Japan, Portugal.
Standard Shipping (15-25 business days) :the order amount is below $79 :$9.99
Free Shipping (15-25 business days) :the order amount is above $79 :$0
Express Shipping: 5-10 business days of shipping time, for remote areas, it may take longer.
4.Customs duties of different countries
The customs duties of different countries are borne by customer.
5. About delivery
All delivery times are estimated, and Kumapop is not responsible for delays due to some unpredicted factors (weather, courier factors, customer error, holiday-related delays) or any other unforeseen factors.
Once a package has been packed or shipped out, we cannot change the shipping address for you. Please ensure the shipping address is correct during the checkout. We are not liable for packages lost due to incomplete or inaccurate addresses.
All orders reported as "delivered" by shipping companies are considered delivered. Kumapop cannot be made liable of packages lost in this case.
If you have any other questions, please contact our customer service at service@Kumapop.com.
