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FAQ

ORDERING

Q. Do I need to have an account to order?
A. No, feel free to place your order as a guest; but know the below perks are available if you decide to create a personalized account:
– Faster checkout
– View your order status and history
– Receive updates detailing new releases and special promotions
 
Q. What if I entered the wrong email address?
A. Please contact us so we can update. We can change your email address, name, and address but we cannot change your order.
 
Q. What if I forgot my password?
A. On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
 
Q. Are there currency exchange rates?
A. Items are delivered depending on the local postal system; usually during business hours. (Monday – Friday | 9am-5pm) 
  
Q. Are there currency exchange rates?
A. All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
  
Q. What payment methods do you accept?
A. We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
 
Q. How secure is my online order?
A. When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.  

ORDER CHANGES

Q. I have changed my mind about my item, what do I do?
A. If you have changed your mind, please email us ASAP to adjust your order and we will help sort something out.
**Please Note: Any order changes must be made within 2 hours of the initial purchase time stamp.
 
Q. Can I still change my item after receiving the email confirmation?
A. Unfortunately, no. All items that have left our warehouse are final and not changeable.

SHIPPING & DELIVERY

Q. Where can I track my item(s)?
A. You can track your item by clicking » here and entering your order number and email address.  
 
Q. Why have I not received my item(s)?
A. Shipping may take anywhere between 14-35 working days or even longer, depending on your location and the operational hours of your local post office.
**The Item Guarantee Period lasts 50 business days. The buyer is eligible for a reshipment of the same order should they have yet to receive anything by then.
 
Q. Who delivers my item(s)?
A. Your items are dispatched through and shipped by one of our international fulfillment centers and will usually reach you via your local postal service. 
 
Q. What time are deliveries usually made?
A. Items are delivered depending on the local postal system; usually during business hours. (Monday – Friday | 9am-5pm)
 
Q. What happens if no one is home?
A. Not to worry, most of our items will be left in your postbox if small enough. If the postman does not have access to your postbox, the item will usually be left at your local post office for pick up!
 
Q. Where do you ship from?
A. We currently ship from our warehouses located in Asia, Europe, and Canada; partially why our items may take slightly longer to reach you. 
 
Q. I entered an incorrect delivery address, what do I do?
A. Not to worry, as long as you reach out to us immediately regarding the address error, we are more than happy to update it for you. Just email us your full, correct address along with your order number and we will update your details.
 
Q. What about my billing address?
A. Billing addresses are currently non-editable to minimize and prevent fraud occurrences. Please Note: All billing details entered and submitted to us are final.
 
Q. What about change of address after shipping confirmation?
A. Under our terms & conditions, once an order has left the warehouse, any order changes are ineligible and the sole responsibility of the buyer.

IMPORT TAXES & DUTIES  

Q. What happens if I am charged with import duties?
A. Once the shipment reaches your country, your order may be subject to levied import duties and taxes. The general amount for the duty & tax fee is approx. 20% of the merchandise Euro (€) amount. This however is a general guideline and may vary depending on the country of delivery. It's suggested you contact your customs office for specific amounts and percentages. 
 
The store cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

RETURNS & EXCHANGES

Q. I don’t like my item, can I return it?
A. Returns are accepted as long as they do not exceed 14 days of the buyer receiving the item. However, all returned items should be in perfect condition with return postage paid by the returner. Proof of postage must be emailed to Returns@EchelonStealth.com as proof of delivery.
** Please Note: Promotional / sale items are not eligible for returns
 
Q. Can I return the item and exchange it for something else?
A. Exchanges are possible provided the returned item is in perfect condition. Please drop us an email and we will sort something out for you.
 
Q. Will you refund shipping costs?
A. Depending on the item and reason, refunds are available to those who qualify.

REFUNDS & CANCELLATIONS

Q. What is your refund policy?
A. All purchased items may be returned and/or refunded by the buyer, subject to managerial discretion and approval adhering to the following conditions:
– Exclusions apply to promotional (free) items.
– Return request(s) are considered only if made within 14 working days from delivery and the remaining terms adhered to for acceptance.
– All items must be returned in their original condition, along with all parts, tags, accessories.
– Damaged/defective/wrong items may be exchanged, at the sole discretion of management. 
– Cancellations are eligible within 2 hours of the initial time stamped purchase. Management reserves the right to refuse any cancellation requested after shipment of the item(s) and/or after the 2 hour initial purchase seasoning window has expired.
– The buyer is solely responsible for the return fee. Each case is subject to the firm's sole discretion with the right of refusal option reserved by management.
– The company will not be liable for any errors in shipping addresses provided by the customer and subject to the items return prior to refund eligibility. Any change of addresses are subject to management's approval and orders that are shipped/completed are strictly non-editable.
– Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse re-shipments based on incorrect addresses and are not liable for the inaccuracy of addresses as provided by the buyer.
 
Q. How long do refunds take?
A. Refunds may take up to 14 working days, depending on your banking institution and/or method of payment.
 
Q. I still have yet to receive my refund?
A. Please notify us immediately via email should you not received it after 14 working days and we will help sort something out for you.

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