# FAQ *URL:* https://wishgrabber.com/faq/ *Updated:* 2023-03-26T10:59:25+00:00 ### ORDERS [What are pre orders?](#accordion-item-what-are-pre-orders?) Pre-orders are the orders placed through Wishgrabber’s Pre Launch campaign. By pre-ordering such products, you are able to get them at a discounted price and be the first ones to own the product. [Do you have regular products in stock? Or are they made to order?](#accordion-item-do-you-have-regular-products-in-stock?-or-are-they-made-to-order?) Products labeled as Prime are in stock and ready to ship. Non-Prime items are made to order. To maintain top quality at an affordable price, we keep only our best-selling items in stock and focus primarily on made-to-order production. This approach allows us to reduce costs by minimizing storage expenses and also supports sustainability by reducing waste and overproduction. [How do I contact customer service?](#accordion-item-how-do-i-contact-customer-service?) You can always reach out to us through the [Contact Us](https://wishgrabber.com/return-exchange/) form or drop us an email. We would love to hear from you. [Can I change or cancel the order once it has been placed?](#accordion-item-can-i-change-or-cancel-the-order-once-it-has-been-placed?) You can ask for normal order cancellation or change within 48 hours of placing the order. If the order is dispatched, you will have to accept it and then return it for a refund or exchange. ### Returns, Refund & Exchange [How do I return or exchange an item?](#accordion-item-how-do-i-return-or-exchange-an-item?) Please fill out this [form](https://wishgrabber.com/return-exchange/). [What should I do if I receive a damaged or incorrect item?](#accordion-item-what-should-i-do-if-i-receive-a-damaged-or-incorrect-item?) We’re sorry for the inconvenience! Please contact our customer service team immediately via this [form](https://wishgrabber.com/return-exchange/). [How do I contact customer service?](#accordion-item-how-do-i-contact-customer-service?) You can always reach out to us through the [Contact Us](https://wishgrabber.com/return-exchange/) form or drop us an email. We would love to hear from you. [Am I eligible for a refund?](#accordion-item-am-i-eligible-for-a-refund?) You are only eligible for a refund if you fit the following criteria: 1. You have purchased a regular, in-store product. 2. The product is of a regular size (non-custom-made). 3. The product is returned in original condition and packaging within 30 days of delivery. Personalized or other customized products may not be returned for refund or exchange under any circumstances. ### PAYMENTS & PRICING [Why was my payment declined? What should I do?](#accordion-item-why-was-my-payment-declined?-what-should-i-do?) Your payment may have been declined due to any of the following reasons: **Incorrect billing address and phone number:** Make sure that the billing address listed in your account matches that associated with your payment method. **Credit card limit reached:** Check your credit card limit. You may have reached your daily or total credit card limit when we tried to charge your card. Try decreasing your daily spending limit or enter a new credit card with a higher credit limit. **Credit / Debit Card Number:** Make sure that the credit card or debit card number is correct and up-to-date. **Credit / Debit Card Expiration date:** Review the expiration date on your credit card or debit card. If your card expired, update your credit card or debit card information. [What payment methods do you accept?](#accordion-item-what-payment-methods-do-you-accept?) We accept all major cards (Visa, MasterCard, American Express),PayPal, and other payment options like Apple Pay and Google Pay. We also offer buy now, pay later options through selected providers. [Is my payment information secure?](#accordion-item-is-my-payment-information-secure?) Yes, your payment is 100% secure. All transactions are processed through encrypted and trusted payment gateways to ensure your personal data is protected. [When will I be charged for my order?](#accordion-item-when-will-i-be-charged-for-my-order?) For ready-to-ship items, your payment is charged at the time of purchase. For bespoke/custom orders, a deposit or full payment may be required upfront depending on the agreement. [Do you offer discounts or promotions?](#accordion-item-do-you-offer-discounts-or-promotions?) We occasionally run special promotions, exclusive offers, or discount codes. Be sure to sign up for our newsletter or follow us on social media to stay updated. ### SHIPPING & DELIVERY [How can I track my order?](#accordion-item-how-can-i-track-my-order?) Once your order has been shipped, you will receive an email with a tracking number and a link to track your package. You can also track your order in your account under “Order History.” [How long will it take to receive my order?](#accordion-item-how-long-will-it-take-to-receive-my-order?) Shipping times vary based on locations, products and shipping method. Custom made products delivery typically takes [8-15 business days]. International shipping may take longer. **Note:** Saturday & Sunday not included in this time frame. [Do you offer free shipping?](#accordion-item-do-you-offer-free-shipping?) Yes, we offer Free Shipping on selected destinations. For more information check our checkout page.  [Do you Ship Internationally ?](#accordion-item-do-you-ship-internationally-?) Yes. We ship world wide with few exceptions [Can you ship to APO or PO Box addresses?](#accordion-item-can-you-ship-to-apo-or-po-box-addresses?) We ship through Express Deliveries including DHL, FedEx, and unfortunately, they do not accept APO, FPO or PO box addresses. ### CUSTOM/BESPOKE ORDERS [How long does it take to deliver bespoke/custom orders?](#accordion-item-how-long-does-it-take-to-deliver-bespoke/custom-orders?) Bespoke or custom orders typically take between 2 to 4 weeks to complete and deliver, depending on the complexity of the design and material availability. We’ll keep you updated throughout the process to ensure your piece is crafted to perfection. [How do I place a bespoke/custom order?](#accordion-item-how-do-i-place-a-bespoke/custom-order?) To place a bespoke order, simply fill out [Bespoke Form](https://wishgrabber.com/bespoke/) available on our website. [Are bespoke items returnable or refundable?](#accordion-item-are-bespoke-items-returnable-or-refundable?) Due to their personalized nature, bespoke/custom pieces are non-returnable and non-refundable. However, we’ll work closely with you to ensure your satisfaction before final approval. [Do you offer design consultations for custom orders?](#accordion-item-do-you-offer-design-consultations-for-custom-orders?) Yes, we offer virtual or in-person consultations to help bring your vision to life. Reach out to schedule a session with our design team. [Will I see a preview or mock-up before production begins?](#accordion-item-will-i-see-a-preview-or-mock-up-before-production-begins?) Yes, we provide a digital sketch or mock-up for approval before moving forward with the final piece ? [I am reluctant to place a custom order; how can I pay for something I have not seen in actual? I am concerned about sizing, design and quality.](#accordion-item-i-am-reluctant-to-place-a-custom-order;-how-can-i-pay-for-something-i-have-not-seen-in-actual?-i-am-concerned-about-sizing,-design-and-quality.) We totally understand your concerns about the sizing, design, and quality of your custom order. We’ve worked really hard on processes to make sure we make the best possible custom order as per your expectation. We have worked out each of these issues **Sizing** Solution: When you place your custom order, our CS agent asks for your body measurement. Please refer to our sizing guide to take your body measurements. When you take your measurements correctly, there are zero chances for sizing errors. **Design & Quality** Solution: To give you a better visualization of how your final custom product will look like, we share a digital illustration made by our creative team with the customer before proceeding with the order. Also, before dispatching your order, we share pictures of your actual product with you. You can review the design, material, and stitching before we dispatch it. So this reason is potentially eliminated. --- Human page: https://wishgrabber.com/faq/?vwao_human=1