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Propshop | Order Issues

Propshop | Order Issues

Posted on Mar 13 2020

ORDER ISSUES

 

1.1) Received a damaged item in your order?

All our PropShop products are individually or bundle-wrapped before being packed into our delivery/ shipment boxes.

Received a damaged item? Login to your account and click on the Customer Service Tab, located on the left panel of the dashboard and send us a ticket.

Please provide the following details:

  • Transaction number
  • Name of the damaged item and SKU number
  • The photo of the damaged item unsealed from the original packaging
  • Description of the damage

We will assess the damaged item. If the damage is inherent or caused by our packing, we will reply soonest and send you a replacement.

  

1.2) Received an incorrect item in your order?

Received an incorrect item? Login to your account and click on the Customer Service Tab, located on the left panel of the dashboard and send us a ticket.

Please provide the following details:

  • Transaction number
  • The name of the incorrect item and description of the incorrect item
  • SKU number of the item
  • A photo of the unopened item

You can locate the 'Transaction #' and the 'SKU #' on the product packaging, and in your 'Transaction History'. We will assess the condition of the incorrect item. If the item is not damaged, we will reply the soonest and send you the correct item as soon as possible.

 

1.3) Missing item(s) from your order?

  1. We may have packed your items into separate shipments to prevent damage during delivery. Please check your email to see if we have notified you of your items arriving separately.
  2. Should your order be split into separate packages, an accompanying packing list will indicate the items inside each package. Please check the packing list against the received items to ensure nothing is missing.
  3. If an item is missing, please contact our customer care team via email with the following details:
    • Transaction number
    • The name of the missing item
    • SKU number of the missing item
    • Photos of the received items unopened from their individual packaging

After our assessment of your order, we will reply and resolve the issue as soon as we can.

  

1.4) Changing your order after placing it

We will usually process your order immediately within 15 minutes of receiving it.

Once your order has been processed or downloadable links have been emailed, we are unable to change your order. This includes delivery addresses such as your email addresses and delivery address or payment methods.

Login to your account and click on the Manage Bookings and Order Tab, located on the left panel of the dashboard to manage your orders.

Alternatively, you may also open a ticket at the Customer Service Tab, and we will try our best to assist you. Please allow 24 to 48 hours for us to reply.

 

1.5) Cancelling your order after placing it

We will usually process your order immediately within 15 minutes of receiving it.

Once your order has been processed or downloadable links have been emailed, it is non-refundable. We are unable to cancel, issue you a refund or return our shop credit to you.

Cancellations can be done by via Manage Bookings and Order tab, before the order is processed. If the cancel/ view button is available, you still can cancel the order by clicking it.

If the cancel option is not available (ie. the button is greyed out), it is too late to cancel.

Please note that if you cancel your order, we will refund your money. The amount refunded to you will exclude PayPal transaction fees.

However it may take up to 21 working days for your bank or card issuer to make your funds available to you again.

 

1.6) Refusing your order

We reserve the right to withdraw any product, remove or edit any material or content from this site.

There may be exceptional circumstances where we may need to refuse an order after we have sent you an Order Confirmation. We reserve the right to do so at our sole discretion.

If we cancel your order after you have made your payment, we will refund the full amount for your order excluding PayPal fees.

Please note it may take up to 21 working days for your bank or card issuer to make your funds available to you again.