FAQ – Aquapillar.com

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FAQ

Can I sign up for automatic notifications when an item comes back in stock? Yes, please sign up for restocking notification within each product page.

Holiday shipping delays? If I need an item by Christmas (or any other major holidays), what is the latest date that I should place my order? We ship out all products every weekday except major holidays where the post office is closed so in terms of handling time, it’s the same as always, however, we cannot guarantee that the shipping company will not delay so allow 1 extra business days if you need your item by major holidays.

Other sellers/marketplaces offer free return shipping. Why do we have to pay return shipping for Aquapillar purchases? Our products are listed in major marketplaces such as Amazon where it is mandatory to provide free returns, however, we make it up on our own site by offering the same item at a lower price, if you are unsure about your purchase, the chances are they are also listed on one of the major sites, you will gladly provide you with the link to purchase them through Amazon.

Where do your orders ship from? We ship everything from out Southern California office in the city of South El Monte.

Where will you ship to? Due to shipping constraints, we currently only ship to the United States, US territories, and Canada. We apologize for any inconvenience.

How long does it take for you to ship an order once it is placed?

We ship most orders within one business day of receiving the order. If you are placing an order before --- on Friday and need it soon, please feel free to call us so that we can try to get your order shipped right away. Please be advised that orders placed after 11am will not be shipped until the following business day. The shipping takes 2-5 business day or 1-3 days if you choose to pay for USPS Priority service.

I received a tracking number for my order, but it doesn’t work on USPS.com. (TBA Shipping / and USPS numbers picked up by Amazon)

You can tray copy and pasting in Google.com in the search bar, google will easily detect the correct shipping carrier based on the tracking number and provide you with a link to see the tracking information.

I am uncertain about the fit of these shoes. How do I know the right size to get for a particular style/brand? Do you have a size chart for your products?

Please click on the size chart to see a demo on how to measure your feet as well as what size you should get based on the measurement.

Your website does not offer varied shipping options, but I need my shoes soon. Can you expedite shipping / ship same day?

We provide the option upgrade your shipping to 1-3 days USPS Priority or 1-2 days USPS Express service with additional fees.

I received defective / damaged / wrong item. How should I proceed?

Although it is rare for us to ship a damaged item, occasionally our products can be damaged during the manufacturing or shipping process. Just send us clear pictures of the damage to your order to info@aquapillar.com. We will review your pictures, and if the item is damaged or defective, we will refund or replace your order at no cost. 

What should I do if my order gets delayed or lost in the mail?

Please let us know right away if it seems your package is delayed. The sooner you contact us, the more likely we will be able to work with shipping company to locate your package and get it delivered. In the rare case that your package does not get delivered, we will issue a full refund for your order.

The tracking shows delivered, but I have not received it. What should I do?

Unreceived items are often due to another household member accepting the product on the intended receiver's behalf and forgetting to notify the correct receiver. Please check with anyone in your household, neighbor or building that might have access to the shipment. If you confirm that you did not receive your package, please let us know right away. We will assist you with filing a missing mail case with the United States Post Office on your behalf. We would be more than happy to issue you a full refund once we get a confirmation from the United States Post Office that your package can not be found.  It will take up to 72 hours before USPS would get back to us with a result. Thank you for your understanding and I hope to hear from you soon.

Do any of your products contain real fur / leather?

With very few exceptions, most of our products are entirely constructed from man-made materials, not from genuine animal products. If you have any concerns about a particular product, please feel free to contact us.