FAQs
We work with different artists and manufacturers worldwide. This is the reason for the delivery times below. Keep in mind that that is also the reason we are able to offer such amazing pricing on our products.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX). We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
How do I change or cancel my order?
In the event you wish to cancel or change your order, please contact us within 12 hours upon confirmation of the order via support@ecomgroot.com.
. Please keep in mind that any cancellations after 12 hours upon approval of the order will no longer be allowed.
*Please note that any orders that have already been packed or shipped cannot be canceled.
Can I change my shipping address after placing an order?
If you change your shipping address, please contact us at support@ecomgroot.com within 12 hours after placing the order. Our Customer Service will check your order and confirm ASAP.
Your shipping address cannot be changed after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational one as we do not know how long the destination’s customs department will have the package on hold.
When will I get my tracking number?
Once the order has been processed, a tracking number usually takes 5-7 business days to be generated. Please take note to allow 5 to 7 business days for your tracking information to be updated.
In the following cases:
- You haven’t received your tracking number within 5 business days
- Tracking status is “not available” within 1 to 3 business days from the time you have received your tracking number
Then kindly send us an email at support@ecomgroot.com.
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 7 days from your order arrival date via support@ecomgroot.com. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send back further instructions.
For a list of final sale items, please see our Returns Policy (https://ecomgroot.com/refund-returns/). All returns must be in original condition with packaging intact.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of cancellation request.
In case the credit has not been posted to your account yet, please contact the card-issuing bank for further assistance.
If you haven’t received a refund yet, contact your credit card company, it may take some time before your refund is officially posted.
