General:

  • By placing an order through propinkup store, you will agree to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to protect and set expectations on our service mutually.
  • We try to maintain accurate stock counts on our website, but there may be a stock discrepancy constanly, and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products and contact you about whether you would prefer to await restocking of the ordered item or prefer to process a refund. If you wish to refund an item out of stock, we will cancel and refund the out-of-stock items.
  • Shipping Costs: Shipping costs are automatically calculated during checkout based on the weight, dimensions, and destination of the items in the order. Your shipping payment will be collected with the purchase.
  • Dispatch Time: Orders are usually dispatched within two business days after the payment of the order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays, at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

    Estimated Shipping Time

      Country

       Average Time (Days) of arrival

      United States 

      6-14 Days

      Canada 

      ( Yukon, Nunavut, Northwest Territories Not included)
      7-15 Days

      United Kingdom

      5-13 Days

      France

      6-14 Days

      Germany

      6-14 Days

      Italy

      6-14 Days

      Spain

      6-14 Days

      Australia 5-12 Days

      New Zealand

      5-12 Days

      Japan

      6-12 Days

      South Korea

      6-12 Days

      Portugal

      7-16 Days

      Ireland

      7-16 Days

      Poland

      7-16 Days

      Austria

      7-16 Days

      Czech Republic

      7-16 Days

      Hungary

      7-16 Days

      Ukraine ( Not stable - Urgent order not recommended)

      10-20 Days

      Netherlands

      7-16 Days

      Bulgaria

      7-16 Days

      Denmark

      9-16 Days

      Finland

      9-16 Days

      Norway

      9-16 Days

      Sweden

      9-16 Days

      Luxembourg

      8-18 Days

      Belgium

      8-18 Days

      Switzerland

      10-20 Days

      Additional notes: 
      • Peak Season Notice: the above estimated time based on our experience and the information provided by shipping carrier. For all the orders placed during 5th December to 25th December in each year, which we would like to call it peak season, extra 5 working days should be applied to ETA. For the orders placed after 5th December, we couldn't make a gurantee that the delivery to be completed before Christmas no matter which shipping method was chosen.
      • US Warehouse:it covers shipping destination within United States only, with average 4-6 days of arrival. Kindly note that only partial items available in US warehouse, with additonal note on the product page, which mostly are silicone dolls
      • Canada Customers: currently we couldn't ship to several states in Canada which includes: Yukon, Nunavut, Northwest Territories. 
      • Alaska & Hawaii: we worked together for couple of weeks and we would be gladly to say that the service for Alaska & Hawaii customers launched. For both states,we will need to add additional 5 working days to total shipping time. 
      • Specific Category: If your order includes lube/liquid, regardless of the kinds of, extra 3 working days should be applied to shipping time for closer inspection.

      Change Of Delivery Address

      • For a change of delivery address request, we could change the address at any time before the order has been dispatched, basically it's 2 business days the same as order processing time.There are two methods you may contact us, Email: service@propinkup.com, or the inbox window which is floating on the homepage of store. Once your order status changed to Fullfilled, then we are not be able to change it. 

        Delivery Time Exceeded

        • If the delivery time has exceeded the forecasted time, please contact us to conduct an investigation.
        • Upon dispatch, our system will send a confirmation Email including the tracking number automatically if the address is accurate. In any case the tracking number doesn't work, feel free to drop a message through Chat window. 

        Parcels Damaged In Transit

        • If you received a parcel which is damaged in transit, if possible, please reject the package and contact us for refunding.
        • If the parcel has been delivered without you being present, please contact customer service.

          Duties & Taxes

          • United States & Canada: for US & CA destinatons, we will take the tax regardless of the kinds of. 
          • Sales Tax Free: Sales tax has already been applied to the price of the products as displayed on the website.
          • Import Duties & Taxes: Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and undefined encourage you to be aware of these potential costs before placing an order with us. Suppose you refuse to pay duties and taxes upon arrival at your destination country. In that case, the goods will be returned to undefined at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

            Military Address Shipping

            • We cannot ship to military addresses, if even the customer placed the order successfully. In this case, we will cancel the order and process refund A.S.A.P.

            Cancellations

            • Cancellation request: If you change your mind before you have received your order, we accept cancellations at any time before the order has been dispatched for no reason,which should be no more than 2 business days since the order placed. Please keep in mind that if the order has already been dispatched, which means the order status changed to fullfilled, we are not be able to process the cancellation.
            • Parcel damaged on arrival/in-transit: we will process a refund or offer replacement as soon as the carrier completed their investigation into the claim.
            • Parcel missing in-transit: we will process a refund or offer replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

            Destination Unreachable:

            • If we received the unreachable case from shipping carrier, we will contact the customer through Email which titled by "Propinkup-Delivery Confirmation + Order number". The reasons we have to do that include but not limited to: Incomplete address, imprecise post code, unanswered phone, harsh weather, etc.
            • If we have no response in 3 working days, the only thing we could do is pay for a second delivery attempt and we will take the cost.
            • If the second delivery attempt failed unfortunately, we will close the case and send an Email to the customer which provides the local post office contact, then the customer may have to contact it and pick up the parcel, while the post office won't keep the package too long, usually no more than 30 days.

                  Customer Service

                  • General Order Tracking, you may simply use the tracking number on the tracker of website - https://www.17track.net/en.Generally, if your destination locates within United States, you may track it on official websites of USPS/UPS. As for Canada destination, you may track it on Canada Post/DHL website. If your item locates at US warehouse, use the tracker: https://www.fedex.com/en-us/home.html
                  • Any unlisted kinds of customer inquiries, please email us:  service@propinkup.com or send us a quick messgae through Inbox floating window. 
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