FAQ
1. How Does Shipping And Delivery Work?
Shipping from Multiple Sources
Meltdownerz partner with various suppliers and manufacturers across the globe to offer you a diverse range of products. As a result, your order may be shipped from different locations depending on the availability and source of the items.
Shipping Times
Due to the international nature of our supply chain, shipping times can vary based on the origin of the product and the destination address. Below are the general guidelines for our shipping times:
Domestic Shipping (within the same country):
Processing Time: 1-7 business days
Shipping Time: 3-7 business days
International Shipping (from one country to another):
Processing Time: 1-5 business days
Shipping Time: 7-21 business days
Order Splitting
If your order includes multiple items, they may be shipped separately from different locations to ensure faster delivery times for each item. You will receive separate tracking information for each shipment.
Shipping Costs
Shipping costs are calculated based on the weight, dimensions, and destination of your order. The total shipping cost will be displayed at checkout before you complete your purchase. Please note that shipping costs may vary depending on the shipping origin and the destination country.
Tracking Your Order
Once your order has been processed and shipped, you will receive an email with the tracking information. You can use this information to monitor the progress of your shipment(s) through our website or the carrier's tracking portal.
Local Courier Delivery
To ensure that you receive your order as quickly and efficiently as possible, we work with a network of trusted couriers in your local area. Please note that while we strive to provide the best delivery experience, we cannot guarantee which courier will deliver your order. The courier assigned to your delivery will be based on availability and logistics.
Customs and Import Duties
For international orders, customs and import duties may apply once the shipment reaches your country. These charges are the responsibility of the recipient, and we recommend checking with your local customs office for further information on any potential charges.
Contact Information
For any questions or concerns regarding our shipping policy, please contact us at:
- Email: info@meltdownerz.com
2. Help! My Order Is Lost/Hasn’t Been Delivered?
If your order hasn’t been delivered within the estimated delivery time, please follow these steps:
- Check Tracking: Use the tracking number provided in your shipping confirmation email to check the status of your shipment.
- Contact the Courier: Reach out to the carrier for more information about your shipment’s status.
- Contact Us: If you still cannot locate your order, please contact our customer service team at info@meltdownerz.com with your order number. We will investigate the issue and work to resolve it as quickly as possible.
While we strive to ensure timely delivery, delays may occur due to customs processing, international shipping regulations, or other unforeseen circumstances. If your order is significantly delayed or lost, please contact info@meltdownerz.com and we will assist you in resolving the issue.
3. What Is Your Refund Policy?
o be eligible for a refund, the following conditions must be met:
- Faulty Product: The product must be confirmed as faulty due to manufacturing defects or damage that occurred before it reached you.
- Proof of Purchase: You must provide a valid receipt or proof of purchase.
- Time Frame: The request for a refund must be made within 30 days of the original purchase date.
Process for Requesting a Refund
- Contact Us: Please contact our customer service team at info@meltdownerz.com within 30 days of receiving the product.
- Provide Details: Include your order number, a description of the fault, and any supporting images or videos that clearly show the defect.
- Authorization: Our team will review your request.
Refund Processing
- Approval: If the product is confirmed to be faulty, we will process your refund within 7-10 business days.
- Method: Refunds will be issued to the original method of payment used for the purchase. You will receive a confirmation email once the refund has been processed.
Exclusions
- Non-Faulty Products: This refund policy applies only to products that are confirmed to be faulty. Non-faulty products are not eligible for a refund under this policy.
- Damage from Misuse: Products that are damaged due to misuse, mishandling, or alterations are not covered under this policy.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days.
Contact Information
For any questions or concerns regarding our refund policy, please contact us at:
- Email: info@meltdownerz.com
4. Can I Purchase a Gift Card?
Yes, you can order a e-Gift Card for the special people in your life. Make their day with a surprise they'll never forget.
Delivered via email, our online gift cards are available in different values and with the option of sending on a special date.
The lucky recipient of a Meltdownerz Gift Card can redeem the value of their card by entering its unique code at our check out.
5. How Do I Contact Meltdownerz?
Our customer service team is here to assist you with any questions or concerns. You can contact us through the following methods:
- Email: info@meltdownerz.com
Please do not hesitate to reach out to us for assistance. You can expect a response from us within 24 hours.
6. What payment methods do you accept?
We accept a variety of payment methods including Visa, MasterCard, American Express, PayPal, and Apple Pay. All transactions are secure and encrypted.
7. How can I track my order?
Once your order has been processed and shipped, you will receive an email with the tracking information. You can use this information to monitor the progress of your shipment(s) through our website or the carrier's tracking portal.
Local Courier Delivery
To ensure that you receive your order as quickly and efficiently as possible, we work with a network of trusted couriers in your local area. Please note that while we strive to provide the best delivery experience, we cannot guarantee which courier will deliver your order. The courier assigned to your delivery will be based on availability and logistics.
8. How do I return an item?
Currently we can only offer a replacement or a refund for any faulty items you may receive.
Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:
- Faulty Product: The product must be confirmed as faulty due to manufacturing defects or damage that occurred before it reached you.
- Proof of Purchase: You must provide a valid receipt or proof of purchase.
- Time Frame: The request for a refund must be made within 30 days of the original purchase date.
Process for Requesting a Refund
- Contact Us: Please contact our customer service team at info@meltdownerz.com within 30 days of receiving the product.
- Provide Details: Include your order number, a description of the fault, and any supporting images or videos that clearly show the defect.
- Authorization: Our team will review your request.
Refund Processing
- Approval: If the product is confirmed to be faulty, we will process your refund within 7-10 business days.
- Method: Refunds will be issued to the original method of payment used for the purchase. You will receive a confirmation email once the refund has been processed.
Exclusions
- Non-Faulty Products: This refund policy applies only to products that are confirmed to be faulty. Non-faulty products are not eligible for a refund under this policy.
- Damage from Misuse: Products that are damaged due to misuse, mishandling, or alterations are not covered under this policy.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification
9. Do you ship internationally?
Yes, we are committed to delivering your orders in a timely and efficient manner. This Shipping Policy outlines how we manage shipping from multiple international sources and the expected delivery times.
Shipping from Multiple Sources
Meltdownerz partner with various suppliers and manufacturers across the globe to offer you a diverse range of products. As a result, your order may be shipped from different locations depending on the availability and source of the items.
Shipping Times
Due to the international nature of our supply chain, shipping times can vary based on the origin of the product and the destination address. Below are the general guidelines for our shipping times:
Domestic Shipping (within the same country):
Processing Time: 1-7 business days
Shipping Time: 3-7 business days
International Shipping (from one country to another):
Processing Time: 1-5 business days
Shipping Time: 7-21 business days
Order Splitting
If your order includes multiple items, they may be shipped separately from different locations to ensure faster delivery times for each item. You will receive separate tracking information for each shipment.
Shipping Costs
Shipping costs are calculated based on the weight, dimensions, and destination of your order. The total shipping cost will be displayed at checkout before you complete your purchase. Please note that shipping costs may vary depending on the shipping origin and the destination country.
Tracking Your Order
Once your order has been processed and shipped, you will receive an email with the tracking information. You can use this information to monitor the progress of your shipment(s) through our website or the carrier's tracking portal.
Customs and Import Duties
For international orders, customs and import duties may apply once the shipment reaches your country. These charges are the responsibility of the recipient, and we recommend checking with your local customs office for further information on any potential charges.
Delayed or Lost Shipments
While we strive to ensure timely delivery, delays may occur due to customs processing, international shipping regulations, or other unforeseen circumstances. If your order is significantly delayed or lost, please contact info@meltdownerz.com and we will assist you in resolving the issue.
10. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at info@meltdownerz.com. We will do our best to accommodate your request. However, if your order has already been processed or shipped, we may not be able to make changes.
11. What should I do if I receive a faulty or damaged item?
If you receive a faulty or damaged item, please contact our customer service team within 30 days of receiving your order. Provide your order number, a description of the issue, and any relevant photos. We will arrange for a replacement or refund as quickly as possible. For more information please see our answer regarding replacements and refunds as above.
12. How can I contact customer service?
You can reach our customer service team via email at info@meltdownerz.com. Please do not hesitate to reach out to us for assistance. You can expect a response from us within 24 hours
13. Do you have a Mailing List?
Yes, please input your email at the bottom of our homepage to be subscribed to our mailing list for discounts, events, competitions & exclusive drops - straight to your inbox!
14. How can I stay updated on new products and promotions?
You can stay updated by subscribing to our mailing list, following us on social media, and regularly checking our website. Please check out our latest stories that feature brand updates, product highlights, blog posts, and articles focused on our mental health and neurodiversity collections and resources.