DO YOU SHIP INTERNATIONALLY?
Yes, we do. Most of our items are available and ready to be shipped to over 150 countries worldwide. However, some items will only be available for shipping to specific countries.
WHEN WILL I RECEIVE MY ORDER?
Orders are shipped within 1-3 working days. Once shipped, you'll receive a confirmation email including tracking number(s) for your order.
Orders may not ship within this time frame due to availability issues, lack of order information, billing delays, order verification process, custom products.
a) USA, UK, Canada, Europe*, Asia*, Australia & New Zealand: 7 to 10 working days.
b) Mexico, South America*, Philippines, Indonesia, India, Russia, Turkey, Middle East, South Africa, Rest of the world: 6 to 12 business days.
In some instances, an order may be split into different packages for any of the following reasons:
- Weight limit per package.
- An item may be slightly back-ordered and shipped later than the rest of the items in an order.
- Because we are serviced by different warehouses, orders with multiple items may be shipped from different warehouses due to varying stock inventory between the warehouses.
HOW CAN I TRACK MY ORDER?
You can track your order on the order tracking page or use the free postal international tracking tool 17Track.net
I HAVEN'T RECEIVED MY ORDER, WHAT SHOULD I DO?
If 20 business days from the date you received the shipping confirmation passed, your order might have been delayed for one of the following reasons:
- Billing and shipping addresses are not the same.
- Order is pending a security verification and approval.
- Product stock issues.
- An order which requires special customization.
- A high volume of sales in holiday seasons
- Your order is been shipped to a country different from the US, UK, AUS, France. Orders shipped to the rest of the world might take up to 35 business days.
To find out more about your order status please contact us at firstname.lastname@example.org
WHERE IS MY ORDER COMING FROM?
In order to provide the best prices and flexible international shipping options, all orders are shipped directly from our warehouses in the USA and overseas, using a range of International couriers. Please expect your items to be shipped separately (if you order more than one item) as different factories specialize in different areas of manufacturing.
WHERE ARE YOU BASED IN?
Anansi Palace is based in Delaware US
WHAT HAPPENS TO UNCLAIMED ORDERS?
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address was provided or because of refusal to pay import taxes.
Requests for refunds for unclaimed items are subject to a 30% restocking fee. You may also ask for the package to be reshipped out to you for a $20 USD re-delivery fee to cover postage costs for Standard Shipping or equivalent fee to cover the initial Express Shipping Costs if the order is reshipped again to the customer.
In case you did not receive your item, you have the right to request a refund or re-shipment within 90 days of placing the order. Orders that fall outside the 90 day period are not eligible for refunds or re-shipments.
DO I HAVE TO PAY ANY IMPORT FEES?
For the majority of our orders import fees are not collected. We strive to make sure import fees are prevented, in rare circumstances when it does happen, Anansi Palace is not responsible for any customs charges made in the country of destination.
I HAVEN'T RECEIVED THE PACKAGE, BUT THE TRACKING SAYS IT WAS DELIVERED.
Anansi Palace covers a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare case, a parcel is marked as delivered by the courier, but you have yet to receive it - Anansi Palace cannot cover the costs of re-shipping the order. This only applies if the tracking details state that a delivery was made to the recipient's address (or area).
In most instances, it's found that the delivery was made, but left in an unexpected location at a recipient's address or left with a family member, roommate or neighbor. Recipients should reach out to the courier or local post office, provide them with the tracking number received via email and inquire if any additional details were left by the delivery person - e.g. "left under table on the back porch."
If you find yourself in this situation please email us at support@anansipalaceforkids and our support team will assist you as soon as possible.
CAN I SHIP PRODUCTS TO SOMEONE ELSE?
Absolutely. Sharing is awesome. Just use the new address when checking out.
CAN I RETURN A PRODUCT?
Yes. In the rare case, you're not 100% satisfied with the product(s), you may return it for a full refund or exchange it for the same product within 14 days from the day it was received. Alternatively, we can issue you a store credit to place another order.
- For your convenience, we may choose to offer you a refund of 30% of the product value in exchange for the product to stay with you. This way, you avoid possible shipping costs and also save valuable time. If you prefer this option simply email us at email@example.com and we'll arrange your refund.
Please note that Delivery fees are not eligible for refunds.
HOW DO I RETURN A PRODUCT?
To begin a return please email firstname.lastname@example.org.
WHO PAYS FOR THE RETURN?
In the rare case you receive a faulty product or the product was shipped in a different size than the one ordered, Anansi Palace will support the return costs. If you choose to return an item for any other reason than that, the return costs will be supported by the customer.
Please note that Express Delivery fees are not eligible for refunds.
CAN I EXCHANGE AN ITEM?
Yes. If your purchase isn't quite right you have 14 days from the date you received your order to exchange or return. In order to begin an exchange please email us at email@example.com and we will send you the instructions.
Items must be returned to us unused with all labels still attached. Returns that do not meet our policy will be sent back to the customer.
Your item(s) should be sent back to us within 14 days of receipt. Returns outside these timeframes will not be accepted and the package will be returned to you.
WHAT CARRIER SHOULD I USE TO RETURN AN ITEM?
You may choose any carrier of your choice but please note that we strongly suggest providing a tracking number for the return, as lost in return items are not eligible for reimbursement.
HOW CAN I PAY FOR MY ORDER?
AT the moment we only accept Paypal but will be accepting all major credit cards in the near future.
CAN I CANCEL MY ORDER?
Yes, you may request order cancellation within 1 hour after your order is placed.
MY CREDIT CARD WAS CHARGED BUT I HAVEN'T RECEIVED AN ORDER CONFIRMATION. WHY?
If you placed an order and the credit card got charged, but our system didn't authorize the payment, the money will be back into your account within 2-4 working days, depending on the bank.
After a successful order is placed, every customer receives a confirmation email with an order number. If not, then the order didn't go through and the money will be reimbursed within the following days.
HOW DO I RECEIVE A REFUND?
Your refund will either be credited to the original payment method or Anansi Palace account credit and will include shipping costs for faulty items. Shipping costs will only be refunded for faulty items only. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through Anansi Palace. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
WHY WAS MY ORDER CANCELLED?
Each order is verified through our advanced fraud detection system and also manually reviewed by our order security team.
If an order is marked as 'high risk' by our fraud detection system or under a manual review we notice that details that might lead to believe the order is fraudulent we have the right to cancel the order and reverse your payment.