FREQUENTLY ASKED QUESTIONS
Do you have a physical store that we can visit?
Unfortunately, we do not have physical shops yet, we are an online shop only.
What type of payments do you accept?
We accept most major credit cards directly through our site and through PayPal.
Do I need to have a PayPal account to place an order?
No. While you can use your existing PayPal (if you have one), you can pay through PayPal without having to setup an account.
Where are you based?
We are located in Montreal, Canada.
Where are your products manufactured?
We offer a wide range of products. Most of our products are sources from highly skilled Chinese manufacturers but we also have products manufactured within USA and European Union.
Where do you ship to?
We ship to almost every country in the world and we offer FREE shipping on most items in our store.
How much does shipping cost?
The FREE shipping is offered on all orders over $50. Orders with a value below $50 will be charged a shipping fee.
Where do you ship from?
We ship from different locations as our logistic partners` warehouses are located in Canada, Spain, France, China and United States.
How long it will take to get my order?
The time frame for the delivery depends on where you are located. We ship faster to some countries than others. Depending on the product, the processing time for one order can vary from 1 to3 business days.
Please note that shipping time is different than processing time. Thus it takes around 3 to 5 days for us to process your order for shipping (checked, packed, forwarded to logistics and sent forth to the post office).
Once your order is shipped, the expected arrival time will be between 15 to 20 days business days for most of the countries.
** These is an estimated delivery time! Actual delivery time can vary depending your location or other factors that we have no control over!**
Why have I not received the shipping confirmation for my order?
Either there was a typo in the email address you provided at the time of purchase or our confirmation email went straight to your spam folder. Check your spam folder at first! If you don`t find there, please get in touch with us via email. Contact us at firstname.lastname@example.org and we will help you get the tracking code.
Will I be charged additional customs fees or import taxes?
We ship from USA, Spain, France, Canada or China depending on the product. If your order is being shipped from one of our warehouses which is not within your country of residence, you may be subject to customs fees. These fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that in rare occasions, custom agents may delay delivery of some packages.
TRACKING YOUR ORDER
How can I track my orders?
Once your order has been shipped, you will receive an email with a tracking link.
Please allow 48 to 72 hrs for the link to show any information regarding the orders shipped from Europe, Canada or United States. The tracking links may not update right away, but the package will be on its way once it has left the warehouse.
The orders shipped from China can be tracked on Track17, a wordlwide tracking system that we use for shipments coming from Asia. Please allow 5-10 business days for the link to show any updates on your shipment.
Why is the tracking link not found or not working yet?
Depending on the origin shipping country, please allow up to 1-3 business days for North America and Europe and 5-10 business days for China for the shipping information information to show and be updated on the tracking system.
Please note that the updates are shown only when your package passes through parcel point hubs. Thus if you get the following message displayed: “Not Found. Info unavailable, we can't identify your number yet.”, do not worry! It only means that your package is still on its way to you but hasn`t reached yet the point hub.
The tracking system does not update during the transit period between countries, but it will update again once it’s in your country.
If you have any questions about the status of your order please check the tracking number first. If you still have questions feel free to email us at email@example.com.
Will I receive a tracking number for each product I order?
If you order two or multiple products, it is common to have them shipped on two or more packages with different tracking codes. We will provide you the tracking number for each one of them.
Will I get a delivery confirmation notification?
Yes. We will email you a delivery confirmation email as soon as we receive the delivery notification on our tracking system.
We are not responsible for items that are lost in the mailing system. All items are shipped out via a trackable method. On the very rare occasion an item is not delivered within 30 business days after it has been shipped, we will reship a new piece via the same delivery method.
Four weeks passed and I did not get my order. What can I do?
In the unlikely event that you do not have an estimated delivery date within 20 business days of placing your order contact support immediately at firstname.lastname@example.org.
RETURNS AND REFUNDS
My order arrived damaged or defective. Can I return it?
Yes. If your order arrives damaged or defective, you can return it. You will need to contact us at email@example.com as soon as possible.
How do I return my order?
You can use the original order you received as an invoice.
To learn more about our return policy, please refer to our policy page: https://pilgrmr.com/pages/return-policy
I made a mistake entering my shipping address. Can I change it?
You have only a 4 hours time frame to notify us by email at firstname.lastname@example.org about the correction on the shipping address. We can correct the mistake before the order is processed and the shipping label is printed. Once it entered the pre-shipment stage are not capable of making the change regarding the address and the order will be shipped to the address on file.
What is your cancellation policy?
Once an order is placed, we will not be able to cancel it after 4 hours as your order might have already been processed. Kindly drop us an email at email@example.com as soon as possible if you'd like to cancel an order that you have just made.
After this time frame, orders cannot be cancelled. We have upgraded our systems to provide instant processing and quicker fulfillment.
Once you receive your order, you can process a return for a refund (subject to a $15 restocking fee) or for store credit (customer pays shipping).