FAQ

IMPORTANT COVID19 UPDATE REGARDING DELAYS

The global demand for online products is officially higher than any time since the COVID crisis began over a month ago. While we are thrilled that so many new people are finding us and will experience our cool stuff, we certainly wish it was under happier circumstances, and we wish we were able to fill orders faster.

So that you are aware, the online stores worldwide are in the same boat. Some of our good friends and competitors in the industry have stopped taking orders altogether, and most others are experiencing shipping delays, some up to 6 weeks. We suspect that this is in part what is driving our order volume even higher now.

We are processing and dispatching 90% of orders from our overseas warehouse within 2-3 days. However, the recent flight cancelations have bumped the time each order arrives to USPS facilities. We are aware that many orders have reached our customers past the estimated delivery dates. Many of those very late orders are held up by the same reasons while in transit to US. At this time the current delivery average for most US orders went up from 12 to 16 business days.

If your order has already been processed and dispatched but your tracking information says"Shipping Label Created" or "Pre-Shipment" this means that your order was sent from a warehouse outside of your country and is In-Transit to the origin facility where your order is expected by your local postal service. Unfortunately your tracking information may not show any updates until your local provider receives the package. Please note that even though the tracking information has not been updated this does NOT mean that your package hasn't been shipped or isn't moving. Your package will most likely still be delivered within the estimated period.

We are committed to take orders as they come, and are doing every single thing in our power to process your orders as quickly as we are able, despite the challenges we face in keeping our team healthy. If you are okay waiting, we invite you to place an order and we are grateful for your business and trust. We ask only for your patience and understanding at this difficult time, as our customer service team is overwhelmed. We promise, we are on the case!

Nonetheless we are still receiving many blessings and cheers from our happy customers that have already received their orders. We are more than happy to hear your stories and strongly appreciate your support. To future customers, we assure you that our cool stuff is worth the wait.

The Gikpond Team

SHIPPING AND DELIVERY

We are proud to offer international shipping services that currently operate in over 185 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

How do you ship packages?

Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.

Do you ship worldwide?

Yes. We provide free shipping to over 185 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

How long does shipping take?

Shipping time varies by location. These are our estimates:

Location	*Estimated Shipping Time
United States	8-15 Business days
Canada, Europe	8-15 Business days
Australia, New Zealand	9-16 Business days
Central & South America	9-16 Business days

*This doesn’t include our 2-5 day processing time. Other factors such as extreme weather, holiday season, strikes, high demand and product availability could affect shipping times.

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains your tracking information.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. Please note that even though the tracking information has not been updated by the carrier, this does NOT mean that your package is not moving. Your package will most likely still be delivered within the guarateed estimated period.

Please don't worry, your order is safe and we will do everything so that you receive it as quickly as possible. If we find anything unusual, we will send you an order reshipment. However if you don't receive your order within the guaranteed delivery period of 45 days please contact us for a full refund.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

How does the FREE "Just Pay Shipping" offers work?

Our manufacturers around the world may sometimes run short on storage room and may sometimes need to clear inventory rapidly to make room for new products. When this happens they contact our stores to make our customers a limited time FREE Product offer while supplies last. When you place a JPS order you're getting the product free and will only pay for the shipping processing fees.

REFUNDS & RETURNS POLICY

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.

If you did not receive the product within the guaranteed time(45 days not including 2-5 day processing) you can request a refund or a reshipment.

If you received the wrong item you can request a refund or a reshipment.

If you do not want the product you’ve receive you may request a refund but you must return the item at your expense and the item must be unused.

Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
Your order did not arrive due to exceptional circumstances outside the control of Gikpond (i.e. not cleared by customs, delayed by a natural disaster).
Other exceptional circumstances outside the control of Gikpond.com

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges

If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorize you to do so.