FAQ: QUESTIONS & ANSWERS
Here are some of the frequently asked questions. In order to offer you the best possible customer experience, your feedback is very welcomed. Couldn't find a satisfying answer or have anymore questions? Please email us.
Q. Where do you ship from?
A. We ship from our partner warehouses and factories in the United States, Europe and China. Please be aware that if you order more than one item, your items will be shipped separately as our various factories specialize in different areas of manufacturing to produce the best possible product.
Q. How long will it take for my items to arrive?
A. Since we are trying to make all our products very affordable it usually takes 7-21 working days for all orders to arrive. However, delivery times vary depending on the location of the customer and from product to product aswell as based on demand and shipping location. We accept no liability for unexpected extended delivery times.
Q. How long will it take for me to receive a tracking number?
A. It usually takes between 2-5 working days.
Q. Where can I place an order?
A. You can place an order from any country, we ship worldwide.
Q. Is shipping really FREE?
A. Yes, most items are free worldwide since we take the shipping cost on us.
Q. Where is your company located?
A. Our headquarters are located in the United States and Switzerland. Our supply warehouses and high quality suppliers are located in the United States and China.
Q. What currency is my order processed in?
A. We process all orders in US Dollars. While the contents of the shopping cart can be displayed in multiple currencies depending on the location, your order will be offset against the most recent exchange rate in US Dollars.
Q. Do I get an order confirmation when I place my order?
A. Yes, all customers will receive an order confirmation via email after ordering. Please contact us if you have not received one within 24 hours.
Q. Who can I contact if I have a problem with my order?
A. All inquiries can be forwarded to firstname.lastname@example.org. We look forward to any feedback.
Q. What payment options are accepted?
A. We accept all major credit cards: Visa, Mastercard, Discover, Amex and Paypal.
Q. Is buying on this website safe and secure?
A. You can be absolutely sure that all purchases are safe. When you shop online with your credit card, all of your information is entered into a secure SSL website. Your information will then be SSL encrypted and sent directly to our credit card provider's network, where your card and transaction will be authorized and approved. Your credit card information is not stored on our servers.
Q. When I enter my email address, are you selling my information?
A. We do not sell customer information. Emails are used only for tracking and sending newsletters with our promotions and coupons for discounts if the customer requests so.
Q. Do I (the customer) have to pay the custom duties?
A. In most countries, you don't have to pay customs duties, but it depends on where you are and whether you order more than 1 piece.
Q. Do I have to have an account to order?
A. No, you can also place an order as a guest. But there are some advantages to having an account with us:
- Faster checkout process
- You can easily view your order status and order history at any time
- You will receive updates on our new releases and special promotions aswell as massive discounts
Q. What if I forget my password?
A. On the login page, click "Forgot your password?" and you will be redirected to a page where you can create a new password.
Q. What happens if I enter the wrong email address?
A. Please contact us so that we can change your email address. We can change your email, name and address, however we cannot change your order.
Q. How can I change or cancel my order?
A. Thames Synergy reserves the right to accept or reject any or part of the order at any time after receiving the order. This counts as well for after the customer has received an order confirmation or after the credit card has been authorized. If the credit card has already been authorized to purchase and the order is canceled, a credit will be issued for the original payment method.
>> Please note that orders that have already been packed or sent cannot be canceled.
Q. Can I change my delivery address after placing an order?
A. Please note that your delivery address cannot be changed after the order has been processed or shipped. If you want to make changes to your order, contact us immediately after making the purchase. Please update your delivery address to your home address instead of your professional address as we do not know how long the destination customs department will have the package on hold.
Q. When does my order arrive?
A. The delivery time is based on the shipping option you chose. We are not responsible for delays caused by external shipping companies or the customs department in your country.
Q. How can I track my order?
A. We will email you your tracking information as soon as it becomes available. The tracking information is usually available to us 72 hours after dispatch.
You can track your order here.
Q. What do I do if I have missing items in my order?
A. If anything is missing, please contact us immediately.
Q. When will my order be processed?
A. Depending on the product, all orders are handled and shipped from our warehouse in Asia and the United States. Please allow additional time for your order to be included during the holiday and sales seasons.
We process orders between Monday and Friday. Orders are processed within 2-3 working days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends. We reserve the right to ship orders faster and, in case of doubt, to delay the order to ensure verification.
Please contact us if you have any questions about your order or if you have not received a tracking confirmation after 5 working days from the day you completed your payment.
Q. How can I return an item?
A. We have a 30 day return policy. If your item is broken or arrives damaged we will provide you with a refund no questions asked. If you are not happy with your product you can send it back to one of our warehouses, however the shipping cost will be borne by the customer. If the article deviates from the description please contact us immediately. We reserve the right to refuse faultless products without error (as well as with) if we receive the cancellation after the 30 day period. However, we always do our best to ensure that every customer is completely satisfied with the sales experience!