Customer Help
Any questions, leave us a message please, we will reply as soon as possible.
FAQ - Questions You Might Have
General
We do not have any stores currently and are not able to accommodate walk-in purchases or self-collection of orders.
Registration
To make a purchase on craflzy.com, you could either do so as a registered user or as a guest.
If you are a registered user with a account here at craflzy.com, you get additional benefits and perks such as:
- Proceeding through checkout faster when making a purchase. Check the status of your orders.
- View past orders and quick re-ordering options.
- Get coupons that enable you to enjoy major rebates, including products on promotions.
- Store alternative addresses for deliveries to multiple family members or friends.
Prices
Why yes you can! Beside earning coupons as a registered customer that enables you to get even more savings as you spend, coupons discount codes are even out at events we attend!
Sure! You can earn coupons even while using a Free Shipping Discount. However, please note that not every discount roll can be used overlay or reused.
Orders
Your order is confirmed once you receive an order confirmation from us via email, which includes an order reference number. If, for whatever reason, we cannot process your order, we will contact you on email or phone number you have provided us.
If a product is Out of Stock, we will also contact you to advise you on the expected waiting time. We’d also be happy to make alternative recommendations if you can’t wait for the Out of Stock product to arrive.
Don’t worry, if you are unable to place your order online or have trouble using our website – whatsapp us and we’ll assist you in getting your order sorted out.
Payment
craflzy.com uses PayPal, Credit Cards and Other mainstream online payment methods. PayPal is an absolutely secure payment method that will allow you to conveniently pay for your order by directly accessing your PayPal account. For customers without a PayPal account, you can simply enter your credit card details into the PayPal interface each time you shop.
The data relevant to your PayPal account and credit card details is managed by PayPal, and never revealed to us. PayPal will inform us via email that your payment has been carried out, after which, we will arrange for your order to be delivered.
Here at craflzy.com, all your data and information entered is handled by your chosen various payment parties. We do not contain any of your personal credit card details or payment account information in our databanks. Auto-fill information appearing on our website for personal details are all stored on your personal device. Therefore, please keep your device secured with Anti-Virus programs as well as Anti-Spyware programs.
Yes! craflzy.comcom is continuously adding new methods of payment for our customer’s convenience. If you are unsure of which payment methods are accepted, do drop us a message or E-mailing us.
Delivery
Delivery is free for orders $50 and above. If your order falls below $99, there will be a delivery charge of $5~$15. This fee will be added to your order at time of checkout. Tip: if your order don’t quite qualify for the free delivery, why not add on an extra bag of treats or a toy to get your order delivered for free.
hand-crafted and customized products: We deliver within 5-25 business days upon order confirmation. For most products, according to actual production conditions, it will be shorter than one week.
non-customized products: We deliver within 5-15 business days upon order confirmation. If the extension is delayed due to force majeure, please pay attention to the email information.
Click HERE to view the Shipping & Returns.
We ship the goods from the source of the product and transport them to the airport or port through the original location, directly to the delivery address country or region, and hand them over to the local logistics service provider to the delivery address.
We will choose the safest and fastest transportation method based on the delivery address. For ordinary items and the vast number of delivery addresses, we provide logistics delivery services by combining international air freight and local logistics. The major international logistics service providers include DHL, FedEx, Yuntu Logistics, 4px, SF Express, etc.
If you only stay in a certain place for a short time and would like to purchase our products, please place your order in advance specifying your preferred delivery date and notify us of where you would like your order delivered. (e.g. Hotel Name & Room Number)
We do not have any stores currently and are not able to accommodate walk-in or self-collection of orders.
Exchange Policy
Whilst we make best efforts to check for quality and quantity accuracy at our distribution centre, we strongly advise you to check your order at the time of delivery to ensure the order is correct and the goods are not damaged.
Please note that Custom Products do not support exchange.
In the unlikely event that there is a problem, you will need to let us know within 7 days of the delivery of the order by writing to us at [email protected]
We will exchange the product if:
- it was delivered in a damaged condition or is past its expiry date
- it has a manufacturer’s defect
- the wrong product was delivered
For an exchange to occur, all goods to be exchanged must be:
- returned unused and in its original packaging and condition, and it does not affect secondary sales
- accompanied by the order confirmation, with order reference number, as proof of purchase from craflzy.com
The shipping cost for returns due to non-quality issues shall be borne by the buyer, and the delivery charges will be taken care of by us if the product is defective. Please click to communicate with customer service before returning the goods.
Refunds
Should any of our goods be unavailable after order confirmation and payment, we will E-mailing you and let you know immediately. You can choose to get a refund on the unavailable product, or you may decide to wait for the product to come in or select an alternative one. If an alternative product is selected and there is a price difference to the original product, you will need to pay the increment, or if it is lower, we will refund you the difference.
Any reimbursements will be carried out directly to your PayPal account and PayPal will send you a communication of the reimbursement. Please note that the payment platform may charge a payment service fee of about 5% and automatically deduct it.
Of course, it is possible, but refund fees will be charged to varying degrees. The specific policies are as follows.
- Cancel before the order confirmation email is received
After the order is submitted, the customer can apply for cancellation before receiving the order confirmation email. However, a 5% handling fee of the order amount may be paid (automatically deducted by the payment platform), that is, the actual refund received is less than the amount at the time of payment.
- Cancel the order after receiving the email
Customized products (handmade/personalized customization) refund: After the order enters the customization process, up to 50% of the order amount can be refunded.
Standard products (non-customized): Apply for a refund before the goods are ready to be officially shipped, and up to 70% of the order amount can be refunded. Under the condition that the product has not been used and does not affect its secondary sale, a 14-day return is supported (some promotional products are not supported), and the shipping cost is borne by the buyer.
- No refund after delivery
If you need to cancel your order, please contact us by email as soon as possible. Our return email is: [email protected]
Click HERE to view the Shipping & Returns.