FAQS
FAQS
Q1. When will you ship my order after I place it?
Before your order is shipped, DivineProm must process your order and conduct strict quality control tests on all of your merchandise. Therefore, the total delivery time is different from the shipping time alone.
Delivery time: This depends on the shipping method you choose, standard shipping takes 10-25 business days, and expedited shipping takes 7-15 business days.
Q2. Are you shipping to a PO Box or a Military APO/FPO address?
Regarding PO Boxes and APO/FPO addresses, not all countries are available. The delivery time to a PO Box is different from other companies and is usually longer than our standard 8-12 business day ground shipping time. Our website does not accept PO Box addresses, please provide your physical address including street or specific road.
Q3. Why does it show that my tracking number is invalid?
If this happens, there may be two reasons:
1. When we ship the package to you, there is no further update from the shipping company because your package is in transit. It will be updated once it arrives at the next sorting facility. Once the package is shipped from our side, it may take a few days (3-7 days) to see any activity. We suggest you wait a few more days. By the way, some FedEx companies have slower tracking information updates, sometimes it takes 2-8 days for tracking information to be updated. This does not mean it is a fake tracking number, we will not provide customers with any fake tracking numbers, please be patient and wait a few more days.
2. Alternatively, you need to get the (USPS) destination tracking number for certain shipping methods. You can get a new tracking number when you track the link sent to you in the confirmation email. If you still can't find the updated tracking number, please contact us. We are willing to help you with this issue.
Q4. Where/which countries do you ship to?
We ship to almost every country in the world, covering North America, South America, Europe, Asia, Africa, Oceania, etc.
We use the services of major and trusted international carriers to ensure that your package arrives at its destination safely and securely.
Note: Since some goods are shipped overseas, customers should bear the resulting customs duties.
If your delivery destination is not available at checkout, please contact us and we can pay through PayPal Invoice.
Q5. What should I do if I didn't receive it but the tracking shows it was delivered?
The package may be delivered to your mailbox or signed for by your neighbor. We recommend that you check your mailbox and contact your neighbor first. Please also contact your local post office or shipping company with the tracking number. In some cases, the post office may require customers to pick up the package in person for international deliveries. If you still can't find your package, please feel free to submit a ticket.
Q6. What is your return/exchange process?
You may need to contact us within 7 days of receiving the item to initiate the return process. Our after-sales department will handle this.
Q7. What can be returned or exchanged?
Returns must be received in new condition and confirmed by our customer service; unworn, unwashed, with sanitary lining and labels intact. Returned items with obvious use, makeup, animal hair, dander, deodorant, perfume or similar product stains may be rejected.
Q8. Where is my refund?
All kinds of refunds are always processed to the original payment method, and we are currently unable to change the payment method. We usually take 5-7 business days to process a refund. Once the refund has been processed, we will send you a confirmation via email. • For returned items that require a refund, the package must first be processed back to our warehouse after we receive your package. It usually takes about 10 days for us to receive your package and process the reference