FAQ

Shipping/Customs

Do you ship overseas?

Yes!  We ship all over the world for FREE. Some areas include: USA, Canada, UK, Ireland, France, Spain, Australia, Netherlands, Singapore, etc. Some countries take longer to ship to than others. 

I’m missing items from my order.

Please note: your order may be delivered in different shipments at different times. If you still have not received part of your order within the maximum 4-6 week timeframe please contact support@theboss-supplyco.com.

How long will it take to get my order?

Our average shipping time is 2 weeks but we ask that you allow 4-6 weeks due to delays related to COVID-19. Our typical range is 1-6 weeks depending on your location. Our shipping to the USA generally takes 12-25 days. 

Will my order get to me before________?

If you plan to give one of our items as a gift, we do not recommend buying during the month when the holiday or event is happening. There is a risk of the item not arriving on time. We are not responsible for items that do not arrive before a specific date.

What shipping carriers do you use?

We usually ship with ePacket, which works with carriers such as Canada Post, USPS, Royal Mail, etc.

When will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders Monday through Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

 Will I be charged customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

Ordering

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

I forgot my password!

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

What if I entered the wrong email address?

If you accidentally entered any wrong information during your order please contact us ASAP at support@theboss-supplyco.com. Once your order is processed we cannot make any changes.

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept? 

 We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is your website?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. 

Any cancellation made after an order has been placed, will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

How do I add my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

 I accidentally put the wrong shipping address. Can I change it?

Please contact us ASAP if you entered any wrong information when placing your order. Please be advised that your shipping address cannot be revised after the order has been processed or shipped. We do not offer refunds if any incorrect information was entered. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

When will my order arrive?

Orders typically arrive within 2 weeks. Please allow up to 4-6 weeks for your order to be delivered. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country. If you have not received your order within the allotted timeframe please don’t hesitate to contact us at support@theboss-supplyco.com

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

You can also track your order here.

Can I use more than one discount code on my order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

I have missing items in my order

If something is missing from your order, please contact us immediately.

Returns

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.