FAQs

We have compiled a set of common questions that we have received from our dear GoStraps customers.

If your concerns are not addressed here, please contact us here, our customer service officer will attend to you as soon as possible.

 

Q: Where can I track my items?

A: You can track your parcel here with the tracking number we provided you.

However, do take note that tracking updates may need a few days to be refreshed.

 

Q: How long will it take for me to receive the items?

A: You can refer to our shipping policies before deciding if you would like to place an order with us.

However, do take note that for festive seasons like Christmas and the New Year, shipping will take longer than usual as most of the logistics personnel will be on holiday.

 

Q: I've ordered wrongly / keyed in wrong address, can I still amend it? What if I want a refund?

A: If you have made some mistakes (e.g. wrong address, wrong item) for the order you just placed, please contact us quickly so that we can amend the order for you.

If you would like us to refund, unfortunately we will have to impose a USD$4 penalty fee for such scenario.

In short, we will refund you USD$4 lesser from your order.

 

Q: I accidentally ordered wrongly, and item was already dispatched but NOT delivered to me yet. Can I still request for a replacement? Will there be any extra charges incurred?

A: Unfortunately under such cases, we will have to impose an additional USD$5 handling & processing fee. So do kindly remember to double confirm your ordered items before checkout!

 

Q: I found out that the address I provided was wrong ONLY AFTER a failed delivery. Can I request for resend?

A: Yes, you may contact us but do note that we will have to impose an additional USD$5 handling & processing fee as the items may not be returned to us and disposed by the local postal services.

 

Q: The items I received are defective, may I request for a refund / return?

A: For refund requests, You may drop us an email and attached the photos of the defective items.

Once our customer service officer accessed and upon agreement, we will proceed to issue a refund via your payment method.

For return requests, upon agreement, you will NOT have to return the items to us. You can opt for free resend or refund, and we will process your choice as soon as possible.

 

Q: The items are already on the way, but I don't want the items anymore as it's taking too long. May I request for a refund?

A: Unfortunately, we cannot issue a refund right away as the items are still in transit to your destination.

If you would still like us to issue you a refund, we can only do so once you received and returned the items to us (postage fees will be incurred by your end).

Do take note that we will also impose a USD$8 penalty fee to reduce rate of occurrence.

 

Q: The items arrived in pristine condition, but I just don't like it. May I request for a refund or a replacement?

A: You may submit a return request and we will get back to you as soon as possible.

Once the request has been approved, you may return the items to us (postage fees will be incurred by your end) and we will process the refund or replacement to you.

However, do take note that we will impose a USD$8 penalty fee in order to reduce rate of occurrence.

In short, we will refund you USD$8 lesser or bill you additionally.

 

Q: I believed my items are lost in transit, may I request for a refund / resend?

A: If you suspect your items are lost in transit, please contact us and our customer service officer will investigate for you.

Once we confirmed that the items are lost, you can choose to have us resend the items over for free, or request a refund from us.