FAQ

 SHOP WITH CONFIDENCE

We guarantee that all of our products are beautiful and well made. As most of our products are handmade, please be prepared to accept some imperfections and variations in the product. All product dimensions listed are approximate.

  

HOW DO YOU SHIP PACKAGES?

Packages from our main warehouse will be shipped by ePacket or EMS depending on the weight and size of the product.

Packages shipped from our US warehouse are shipped through USPS.

DO YOU SHIP WORLDWIDE?

Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.

 

WHAT ABOUT CUSTOMS?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

 

HOW LONG DOES SHIPPING TAKE?

Shipping time varies by location. 

These are our estimates:**

Location

*Estimated Shipping Time

United States

8-14 Business days

Canada, Europe

8-15 Business days

Australia, New Zealand

8-15 Business days

Central & South America

10-20 Business days

Asia

8-15 Business days

Africa

15-30 Business days

Max delivery time – 45 business days.

*This doesn’t include our 2-5 day processing time.

*All shipping times exclude clearance/customs delays

**Update: Due to the current pandemic the shipping time for some items have been extended significantly, if the shipping time is important to you please double check with us first before ordering via the Contact Us page** 

 

DO YOU PROVIDE TRACKING INFORMATION?

Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.

 

MY TRACKING SAYS “NO INFORMATION AVAILABLE AT THE MOMENT”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

 

HOW ARE SHIPPING COSTS CALCULATED?

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so there may be variation between different items.

  

WHAT IS BUYER’S PROTECTION?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

 

PRIVACY AND SECURITY

We are committed to respecting your privacy. We do not sell or disclose our customer information to other sources. During a sales transaction, your credit card information, if submitted, is never stored. Any information we collect from you is solely for the processing of your order. If you choose to sign up for our mailing list, on occasion we will send you targeted marketing information or special product offers. In every marketing email you will have the option to unsubscribe and avoid receiving future emails from us.

  

I have entered an incorrect address what do I do now?

Simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us via email at info@spark-vegan.com. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

 

RETURN

If the product is defective or damaged we offer a 100 % money back guarantee. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, you must contact the store before any goods are returned. Goods returned without prior authorization will be refused. Merchandise that is pre-approved to be returned must be returned in original, undamaged condition and in its original packaging and at the cost of the sender, including both shipping charges and any brokerage or duty that is applicable. Upon approval for a return, Customer Service will issue an RMA (Returned Merchandise Authorization) form via fax or e-mail. This RMA form must accompany the returned merchandise and the RMA number must be written clearly on the outside of any packages. Returns that arrive without the appropriate RMA documentation will be refused. In circumstances where an item is approved for return after 7 days from receipt, a restocking fee may be charged. Orders paid for by credit card will be refunded as a credit onto the original credit card use for payment. If any of this is unclear please feel free to contact customer service prior to placing your order.

 

DAMAGED GOODS

If an item arrives damaged, you must notify us within 48 hours of receipt so we can work with you to arrange a return, replacement, refund or credit. If there is obvious damage to the package upon delivery, please note the condition of the package on the waybill or refuse the delivery altogether. Please contact your sales rep should you ever refuse a shipment. Once goods are in your possession for more than 48 hours, we cannot accept any claims for damage.