I send you and email, but I get no response from you. What does that mean?
First of all, we are sorry for your inconvenience. Sometimes we can not respond to your email immediately due to the congestion on our email box. However, we are on our way to improve our service day by day to serve you better. Hence, in this situation, we encourage you to contact us via both email and phone call/ SMS so that we can acknowledge your issue as soon as we can.
How secure is my personal information?
We adhere to the highest industry standards to protect your personal information when you checkout and purchase.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
What type of payments do you accept?
We accept Visa, Mastercard as well as Paypal.
My tracking number isn’t working
Tracking numbers can take 1-2 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.
Can I track the package on our own?
Yes, we will send you Order number to your email address. You can track your order clicking the Order Tracking on CuppyBoo website with required information. If you don’t receive any information from us after placing the order, please feel free to contact us via support@cuppyboo.com
Can you ship the package to PO Boxes and Military APO/ FPO Addresses?
As for the PO boxes, Asvance encourages the customers to provide the accurate address so that we can prevent the situation of missing packages
As for Military APO/ FPO Addresses, it’s unfortunate that Asvance delivery services are unable to approach this area at the moment.
How do I change my address?
Please send your updated shipping address to support@cuppyboo.com as soon as possible so that we can assist you to change your address into the correct one and your package can be delivered in accordance with estimated delivery timeline.
Why I have not received the order confirmation email? (Frequently asked )
Typically, if an order was submitted, verified, and processed successfully, you should have received an automated order confirmation via email.
If you have not received an order confirmation sent via email, we recommend you contact us to investigate this problem for you. It is possible that your order was unsuccessful.
Additionally, it could also be possible that the email address submitted by you was incorrect. Besides, please check your spam folder. They may be in there.
I did not receive my order, how come the tracking number status shows as “Delivered”?
Possible reasons for this case include:
- The delivery address that you gave us is incorrect.
- Someone else has signed for the parcel.
- The parcel has arrived at your local post office and will be delivered in 1-2 business days.
Please note that Asvance will refund 100% the original amount if the package has not been delivered to you successfully, except for unforeseen or uncontrollable events such as:
- Incorrect Address.
- Natural Disaster
- Pandemic
- War
I received the wrong items, defective items, damaged, what should I do?
We always would like to make sure that we get you all your faves! So if we made a mistake and sent the wrong item, don’t worry – we’ll make it right!
When you receive the wrong item, please get in touch with us, and we’ll try and sort it out for you as soon as possible.
What if I want to make some changes to my order?
Since we are always on an attempt to ship your order as quickly as possible, so once your order has been processed we are no longer able to cancel or modify it.
Please note that the order cancellation/ modification is only effective within 6 hours from the purchase time. Please contact us via email support@cuppyboo.com within 6 hours. We are glad to assist you.
