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FAQ + SHIPPING INFO

When will my order arrive?
 
Products are generally shipped from our international warehouses. We cut out the middle man so we can pass the best price on to you. Therefore orders generally take anywhere from 1 to 4 weeks* for the items to reach you, though we've been seeing much quicker shipping times recently. Shipping time is typically dependent on how long customs takes, which can vary from country to country. 

We offer a Money Back Guarantee if your item is not with you after 45 working days from dispatch. Find out more about our Money Back Guarantee HERE

 

Has my order been dispatched yet? 

Orders are generally dispatched within 7-10 working days, sometimes sooner. You will receive a dispatched email when your order has been dispatched, please check your SPAM/Junk box just incase it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us on contact@altraza.com.com and we can give you real time information on whether your order has been dispatched or not.

 

My item arrived broken or damaged what can I do? 

If your product is damaged then please take photos and send them to us on contact@altraza.com. We will then ask if you would like a refund or another sent. We are not responsible for any damages to boxes, cases or other packaging. This is the carriers responsibility to handle them with care, we have no control over this.

 

I ordered 2 or more items, why did I only receive one?


When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you! 

 

I need to cancel or change my order how do I this this?

We always try our best to cancel your order, however if your order has already been shipped then we cannot cancel your order. We will always try our best to help your situation 

If you would like to change your order then please do contact us ASAP. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.

 

My order is still not here please help?

If you order has taken longer than 45 working days from dispatch then please contact us and we will look into it for you. We offer a Money Back Guarantee or will ave your order resent. You can read more about our Money Back Guarantee 

 

I put the wrong address for my order, can I change it?

If you have put in the incorrect delivery address on your order then please contact as ASAP. If your order hasn't been shipped then we can update your delivery address no problem. If the order has been shipped then unfortunately there is nothing we can do.

 

Why did I not receive a confirmation email after placing the order?

There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you would still cannot find it and would like it resent then please do let us know.



I don't have a tracking number, when will I get it?

When your receive your dispatched email it will be in there most of the time, if not you can email us on contact@altraza.com for a update on your tracking.


What are the payment options available?

We accept all major credit and debit cards through the Stripe powered Shopify Payment system. We also accept PayPal payments as well. If your card was declined then please do not worry, simply contact us and we will advise you.