FREQUENTLY ASKED QUESTIONS
How can I contact the PopWild store?
Hours: Monday through Friday, 9 am to 5 pm EST
We typically respond to emails within 1 business day of receipt.
ABOUT TWG KONNECT
TWG Konnect is an ecommerce agency that specializes in building, marketing and optimizing branded online stores.
CONTACT TWG KONNECT
1501 Adams Street, Building 6
Hoboken, New Jersey 07030
What payment methods can I use?
ORDERS AND SHIPPING
How long will it take to receive my order?
Orders typically take 7 – 10 business days to ship, depending on the order. Most orders are custom made and printed on-demand. Delivery time varies based on your location and size of your order and within the contiguous U.S. may take 4-10 days in transit.
How do I track my order?
You will receive a confirmation email when we receive your order. If you do not receive the confirmation message within a short time of placing your order, please check your Spam or Junk folder just in case the confirmation email got delivered there instead of your inbox. If so, make sure you mark the confirmation as Not Spam, which should allow future messages to get through to you. Once your order has shipped, you will receive a confirmation email with your tracking information.
What are your shipping rates and methods?
For U.S. Domestic & International orders, we will use USPS, UPS, Fedex, DHL, or another carrier to ship to most locations always choosing the most beneficial. Alternative carriers may be selected at our sole discretion to meet shipping requirements.Your final shipping cost and all taxes are displayed at the point of checkout. No duties and taxes will be applied to your order post purchase.
RETURNS AND EXCHANGES
What is your return policy?
We want you to love your purchase. If you’re not 100% satisfied, we accept returns or exchanges within 30 days from the date you received your order, and you will be charged a 15% re-stocking fee. Shipping fees are not refundable.
Note that items must be returned unused, in the original condition and packaging. Customer pays return shipping.
How do I return or exchange an item?
We accept returns or exchanges within 30 days from the date you received your order. Please contact customer service at firstname.lastname@example.org with your name, order number and reason for returning the item(s). Customer service will respond via email within 1 – 3 business days with instructions on how to return or exchange.
Who pays for shipping on items for returns?
You will be responsible for paying the shipping costs for returning your item. Original shipping costs are non-refundable.
Who pays for shipping on items for exchange?
You will be responsible for paying the shipping costs for returning your item. We will send the new item out to you at no extra cost.
What if I’ve received the item as a gift and I want to return or exchange?
We accept returns or exchanges within 30 days from the date you received your order. Please email email@example.com and have your name, order number and reason for returning the item(s) handy.
DEFECTIVE OR INCORRECT PRODUCTS
What if an item is damaged, defective, or incorrect?
If you receive an item which is damaged, defective, or incorrect, please send a photo of the item and the defect or damaged area to firstname.lastname@example.org. Please include your name, email and order # in your correspondence. We will review the photo and respond with further instructions. In confirmed cases of an item being damaged, defective, or incorrect, the customer will not be responsible for return shipping.
Do you accept cancellations of an item/orders prior to shipping?
Once orders are received, they are immediately sent to our partners for production and distribution centers for processing and shipping. In rare cases, we may be able to cancel your order before it ships. Please contact customer service at email@example.com with your name, order number and reason for the cancellation.
Customer service will respond via email within 1 – 2 business days to advise whether your cancellation has been accepted.
Unfortunately, it is very difficult to cancel preorders This is because upon pre-ordering, we create a special reservation for you with one of our suppliers or manufacturing partners. Once the reservation has been made, it cannot be cancelled by us.
If you insist upon cancelling your preorder, you will be charged a 20% cancellation fee.
How long until I receive my refund?
Please allow 7 - 10 business days for your return to be processed by our warehouse. The amount of time for the refund to reflect back on your account will depend on your financial institution. Please contact your bank, credit card company or other financial service provider for questions about timing of returned funds.