Frequently Asked Questions (FAQ)
1. Orders & Cancellations
Q1: Can I modify or cancel my order after placing it?
A: You can modify or cancel your order within 12 hours of purchase by contacting our customer support.
After 12 hours, your package may have already been picked up by the carrier, and we will no longer be able to make changes.
2. Payment & Security
Q1: What payment methods do you accept?
A: We accept major credit cards, including Visa, MasterCard, American Express, and Discover.
Q2: Is my payment information secure?
A: Yes. Our website uses SSL encryption technology to ensure the security of your personal and payment information.
We do not store any payment passwords on our servers.
Q3: What should I do if my payment fails?
A: Please check that your billing information matches your card details.
If the problem persists, try using another payment method or contact your bank for assistance.
3. Shipping & Delivery
Q1: Do you offer free shipping?
A: Yes, we offer free shipping on all orders within the United States.
Q2: How long will it take to receive my order?
A: Our estimated delivery times are as follows:
Processing time: 1–2 business days, Transit time: 5–10 business days.
Estimated total delivery time: 6–12 business days.
Please note that delivery times may be slightly delayed during holidays or due to unforeseen circumstances affecting the carrier.
Q3: How can I track my order?
A: Once your order ships, we’ll send you an email with a tracking number.
You can track your order through the Order Tracking page on our website or directly on the carrier’s official site.
4. Returns, Exchanges & After-Sales Support
Q1: What should I do if I receive a defective product?
A: If you receive a defective item, we’ll gladly replace or refund it at no additional cost.
Please contact our customer service as soon as possible and return the item within 30 days of receipt.
Q2: How do I request a return or exchange?
A: Contact our customer support within 30 days of receiving your order.
Please include your order number and a brief description of the issue.
Items must be returned in their original packaging and unused condition.
Q3: Do I need to pay for return shipping?
A: If the return is due to a product quality issue, we’ll cover the shipping cost.
If the return is for personal reasons (e.g., wrong size or color preference), you’ll be responsible for return shipping.
Q4: When will I receive my refund?
A: Once we receive and inspect your returned item, we’ll process your refund immediately.
Refunds are typically issued to your original payment method within 10 business days, though processing times may vary depending on your bank or card provider.
5. Products, Stock & Other Inquiries
Q1: An item I want is sold out. Will it be restocked?
A: Some of our popular items are restocked regularly.
We recommend adding the item to your favorites or checking back on the product page for updates.
Q2: Will there be color or size variations?
A: We strive to ensure that product images match the actual items.
However, slight color differences may occur due to monitor settings or lighting during photography.
Please refer to the actual product as the final reference.
Q3: Do you have a physical store?
A: We operate exclusively online, which allows us to offer the best prices and widest product selection to our customers.
Q4: Do you accept bulk or corporate orders?
A: Yes, we do! For bulk or corporate orders, please contact our customer support team for more details.
Q5: How can I contact customer support?
A: You can reach our support team by emailing support@pksunburst.com.
We typically respond within 24 hours.