1. How Do I Check The Status Of My Order?
After an order has been placed, it's immediately sent to one of our fulfillment centers where your items ship within 2-5 business days.
You will receive an email confirmation when your item ships. If the tracking does not work, although unlikely, if a package gets lost in transit, we will either resend the package or refund you the full purchase amount.
2. How Do I Change or Cancel My Order?
To cancel your order, we must hear from you by 11:59 PM CST on the day of ordering. We process our orders as soon as they have been placed. Unfortunately, we are unable to cancel your order after it has shipped. If you so wish, you may return your order for a full refund. You will find instructions for refunds below.
3. Tracking Says Delivered - Missing Order
Please check with your neighbors in case one of them received your package by mistake. With apartment complexes make sure to check with property managers or apartment offices as packages may have been left with them. If you have other family members in your household please check with them to see if they received the package on your behalf.
We will do our very best to help assist you, but RHINOWALK does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.
As we have no control once we hand the package to the carrier, a refund will not be granted in cases where the parcel has confirmed delivered.
4. Why Am I Missing Items?
Because we ship directly from our partners in many countries, sometimes the products in your order are shipped separately from different locations. This means, orders that contain multiple items may be shipped separately. It's possible for your to receive one item before the next.
Don't panic if you don't receive all of your items at once…they will get to you!
5. Do You Offer Refunds?
We offer a 30 day refund guarantee based on the following cases:
You are not satisfied with your purchase because it does not match the product description.
The item has arrived damaged,If the item is damaged, we ask you to please send us photos to highlight the damage. Once we evaluate the photos and agree with the damages assessed, a refund will be processed.
We will provide you with a return address but you will be responsible for return shipping costs. Exceptions apply for accidental orders, we are not held responsible and do not offer a refunds in this case.
6. Refunds For Accidental Orders?
If you have mistakenly ordered the wrong item or wrong size and the item has not shipped out yet, please email us immediately to make your corrections.
If your item has already shipped, we will offer you to re-order the same exact item at a discounted price. In these cases unfortunately we are unable to offer a refund. But this will allow you to receive the item you initially wanted while being charged much less.
7. How To Return Items From My Order?
If you wish to process a return, please send us an email at email@example.com and we will provide you with the return address. Return shipping costs are paid by the customer and once we receive your item back at our warehouse you will receive a full refund.
8. What If My Item Received Is Damaged/Defective/Incorrect?
Please contact us within 3 days from receiving your order if there is a problem with your merchandise. Please include your order number, photograph and any related references upon receiving your package. We will try our very best to help you resolve your case as soon as possible.