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FAQs

Products and Promotions

Where can I check for products details? (size, color, price, etc.)

You can check for each product’s details on our site travelnuts.co, specifically in the note section on each product’s purchase page or contact us via contact@travelnuts.co or send us a quick massage. Below is an example of where the note section is on a product’s page.

Where can I receive news and promotions?

Check out our Facebook page to keep updated on new products and promotions or contact us via contact@travelnuts.co or send us a quick massage. Promotions vary between products but you can also check on each product’s purchase page for specific product’s promotions. Below is an example of where to check for promotions on a product’s page.

 

Payment and Refund

What are the methods of payment/ Can I pay through VISA?

We accept all credit cards. 

We also find PayPal to be beneficial our customers as PayPal keeps your financial information securely encrypted and doesn't share it with sellers or merchants. PayPal will also store your billing and shipping information so you don't have to enter it every time - making checkout fast.

Apple Pay is another way that you can use to purchase the products of your choice!

Please rest assured, your credit card information and personal details are encrypted during transmission using SSL (Secure Socket Layer Technology), which is widely used on the internet for processing payments. The information is only used to complete the requested transaction and is not subsequently stored.

In what circumstances can I receive a refund?

There are four circumstances in which refund can be proceeded:

  1. Full refund on products that are purchased within 24 hours. We cannot proceed to refund on orders after 24 hours after the purchase.
  2. Full refund on products which get lost in transit (no recent delivery updates + delivery exceeds two months)
  3. 50% refund on minor damaged products
  4. Full refund on major damaged products

    Note: 
    - Proof of damaged goods to be provided to contact@travelnuts.co within 7 days after you receive the products.
    - Most damages are caused by the delivery process but don't worry! we always try our best to improve the packaging to ensure that your order will be delivered safely. 

Delivery

How long is delivery?

Delivery usually takes 4-6 weeks depending on your location. Preparation before shipment takes around 2-3 days (refund can be permitted within 24 hours after purchase as it is in this period) and the table below shows estimated delivery periods for some destinations:

*may take longer during holiday seasons*

It is to be understood that the company does not hold control over delivery, packages are to be proceeded through normal post system including customs for some cases and some delay during high seasons such as Christmas or New Year due to high level delivery traffic.

If your order does not arrive within 4-6 weeks, please do not hesitate to contact us via contact@travelnuts.co or send us a quick massage.

How do I keep track of my order’s delivery?

To track your order at real time, we recommend our Track Order page. Once your package reaches your area, you can also contact your local post with your tracking number for further delivery details such as expected delivery date or arrange delivery.

If you have not received your tracking information within two weeks after the purchase, please do not hesitate to contact us.

My order got returned, what can I do?

Please rest assured, we have a policy to resend any returned order without additional fees. Simply notify us if you notice your order getting returned, you should receive an email to confirm your shipping address. Once your address is confirmed and your order reaches our supplier, we will immediately resend your order. Please be notified that this process takes some additional time.

My shipping address is incorrect, what can be done?

In cases where the order has not been fulfilled, we can correct the address right away once we are notified. On the other hand, if the order is fulfilled, we are incapable to simply change the address. In such cases, the product must first be returned to our supplier, then we can correct the address before reshipping the package; please be notified that this process takes some additional time. In any case, please recheck to make sure you entered the correct address to prevent the situation.

Tracking shows that my package has been delivered, but why have I not received it?

This situation sometimes occurs with those who live in shared facilities e.g. shared house or apartment. Do not panic and simply contact your facility when this happens; most times, customers find the package to be received by their facilities. If the facility nor the post can help you to locate your package, please do not hesitate to notify us.

I ordered multiple products, why have I only received some of them?

Due to us having multiple suppliers to be able to provide our customers a wider range of products, orders with multiple products are fulfilled distinctively between suppliers. This helps shorten delivery period and reduce the shipping fees. In such cases, you should receive more than one tracking numbers to track the packages separately and as a result, the packages are likely to reach you at slightly different times.

 

Issues with the products

Damaged goods

For cases with damaged goods, the cases must be issued within the span of seven days post the delivery and we will offer two options of compensation:

  1. Replacement
  2. Refund*

It is up to you to decide which option you prefer the most; however, we have to request for some photo evidence as proof to proceed the procedure.

*50% or full depending on the level of damage*

 

Tips and Advice

  • Check your shipping address twice to make sure the address is correct. This will save you a lot of time from having to wait for re-shipment
  • Prevent delivery failure and return of products by entering your contact number when making your purchase
  • Read the note section on the product’s purchase page carefully to make sure the product suits your preference
  • If you receive a damaged good, please take photos and contact us to proceed to compensation
  • Keep calm and travel!