| Q: | What countries do you ship to? |
| A: | Tortlex2.com ships internationally. |
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| Q: | I am going to buy an item seen on your site. How long does it take before I receive the item? |
| A: | All items ordered in Tortlex2.com are shipped through air mail. Normally it takes about 1 weeks to reach internationally. The worst case is about 2 weeks.
For Christmas and special holidays, and other special instances in which we have no control (e.g. labour strike), however, customers are advised to consult their local post office about the latest times of posting. |
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| Q: | I urgently need to receive the item and can't wait for 1 to 2 weeks! Are there other faster shipping options? |
| A: | In such very special cases, we can arrange for SPEEDPOST which takes less than 3 business days. However, expensive shipping charge is inevitable. You are advised to consult us on the additional shipping charge before deciding on buying or not. Please note that while will try to deliver the product fast enough to satisfy customer's need, it is the customer who is responsible for taking the risk of possible shipping delay. |
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| Q: | Will you ship before I pay? |
| A: | We will never ship before receiving payment from customers. It helps to protect us from fraud. |
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| Q: | Why can't I find the shipping charges anywhere in your site? |
| A: | The shipping charge (air mail) is already included in the price. You don't need to pay extra if you are in Europe or anywhere in the world! |
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| Q: | What are my payment options? |
| A: | Option 1. PayPal: This is the preferred option. There are over 12 million people using the service worldwide, so it is a proven, trusted service. When you make a payment, the money will first be taken from your PayPal account balance. If there are not enough funds in your PayPal account balance, or you would like to complete the payment with an alternate funding option, the payment may be funded via eCheck (if you have added a bank account) or your credit card (Visa, MasterCard, American Express, and Discover).
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| | Option 2. CCNow: Visa, MasterCard, American Express, and Discover/Novus through CCNow (http://www.ccnow.com). There is no service fee for customers using CCNow. Although you don't need to register before using the service, you need to enter your personal info each time you check out. All charges are billed to Customer credit cards by "CCNow".
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| | You can select the payment option at the lower left hand corner of each page under "Payment Methods". The default option is Paypal.
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| Q: | I love your products and would like more information about the online purchasing process. |
| A: | Just click on the "buy it" button besides the product you want to buy and you will be redirected to our payment service provider's shopping cart (PayPal or CCNow, PayPal by default). There you can check for the total amount, check out or go back to my site to continue adding products. Remember shipping charge is already included in the item price! After you check out, both you and Tortlex2.com will receive confirmation email from our payment service provider about the payment. At this time, the payment is pending. If we accept your order, we will ship the product to you within 7 days by air mail. After we ship, we will send you a notification email within 24 hrs from the time we ship. By receiving that email you know your order is accepted and item is shipped. If we don't accept your order for whatever reason (e.g. no stock), we will cancel your order and your credit card will not be billed. |
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| Q: | Are your prices listed in H.K. or U.S. dollars? |
| A: | Tortlex2.com's prices are in U.S. dollars. |
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| Q: | Are your products authentic? |
| A: | All Tortlex2.com products are authentic or licensed products. If not, it will be explicitly stated in the product description. |
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| Q: | Are your products new or used? |
| A: | All Tortlex2.com products are new. If not, it will be explicitly stated in the product description. |
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| Q: | What if I receive a broken product? |
| A: | Customers are guaranteed to receive products in good shape. Items are packed carefully so they will not break in shipping. In rare cases where items are broken, email customerservice@tortlex2.com and send the broken item back to us. We will try to replace you with another identical item in good shape free of charge. |
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| Q: | I received your shipping confirmation long time ago but still have not received the item. What can I do? |
| A: | Please wait for at least 2 weeks before you start to worry, as shipping delay is something we have no control of. Please note that we have only encountered one single case in which customer do not receive the item sent from us in the last year. The case happened because customer gave us incomplete shipping address! |
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| Q: | Can you please tell me when Tortlex2.com have new products for sale? |
| A: | Please subscribe to the Tortlex2.com Newsletter on our homepage at www.tortlex2.com and you will be kept up to date of all the new arrivals. Just enter your email address there and click on"free subscription". |
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| Q: | There is an item I am trying to locate. How can Tortlex2.com help? |
| A: | Send an e-mail to customerservice@tortlex2.com with your descriptions to see if we have the item you want. |
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| Q: | How do I contact you if I have any questions about my order or require customer service? |
| A: | Send e-mail to customerservice@tortlex2.com. Normally we will reply to your inquiry within 1 business day. |
