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FAQ's

 

HOW LONG DOES IT TAKE TO PROCESS MY ORDERS?

All orders are subject to a handling period before shipment, usually 2-5 business days.

Most orders leave the warehouse within 3-5 business days after receipt of payment.

You will then receive notification of both processing and shipment. In many instances, we are shipping from our warehouses in either the US or Asia. If from Asia, please expect 10 - 20 days to receive your order. 

Please make sure to provide the correct shipping address. passiongalaxy.com can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. Passiongalaxy.com will not be held responsible for customs taxes.

All packages are sent with Tracking Number so you can check it every step of the way!

HAS MY ORDER BEEN SHIPPED? HOW WILL I KNOW?

You can track your order by using the Order Lookup page on our site.

Once your order has been shipped, you will be sent an automatic email where you'll be able to track your package and see its status.

If unsure, please contact us so our support team can check on your Order details for you. You will need to provide them with your Order ID for them to be able to pull up your tracking info.

WHY DOES THE TRACKING STATUS SHOW "CURRENTLY UNAVAILABLE" OR NOT MOVING?

Once the parcel is shipped, it usually takes another 3-7 days for the tracking status to show up correctly on the tracking website.

We don’t know why there is a lag time between the tracking couriers updating it but we assure you that the items are on the way. We recommend to check back in a few days.

Please be patient and we promise it is worth the wait. If there is any issue, please contact our customer support from our contact page. We are happy to help in any way and resend you the package if needed.

If the tracking shows that the package already arrived at your country but isn't moving, then most likely it is being held at the local post office or customs. Please check and contact your local post office if this is the case to retrieve your packages. 

WHEN WILL MY ITEMS ARRIVE?

We ship orders every day and we know how excited our customers are to receive their order. But sometimes, there is a delay due to overwhelming demand. However, we always 100% guarantee that every order is delivered to each of our customers.  Clothing and apparel items should be received within 10-14 business days, except for international deliveries which vary by country. For other specialty and promotional items, please allow up to 4-6 weeks delivery time as they may be shipping from different warehouses in different countries.

WHERE ARE MY ITEMS COMING FROM?

Our primary warehouse is in America, but most of our specialty items are located in other countries such as the United Kingdom and China.

WILL MY ITEMS BE SENT IN ONE PACKAGE?

For logistical reasons, items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please contact us.

HOW DO I CANCEL AN ORDER?

An order can only be cancelled by the system within 12 hours after you placed your Order.

If it’s passed 12 hours already, you may not cancel your order as the products will have already been processed to be shipped out by our system and team. As mentioned we ship out our orders fast!

After 12 hours, you'd need to wait until you receive your package and return it to us unused in its new condition back to us for a full refund.

WHAT IS YOUR RETURN/EXCHANGE POLICY?

Return Policy Refund & Replacement Policies
We do not offer refunds/exchange for consumable products and products that has already been used even once. As well as products that has been put on-sale and discount offers. All sales and promotional items are final. In extreme cases that customers can provide proof that the goods are destroyed or heavily damaged then we can offer a refund. Item/s must be unworn, unwashed, unused and must be in the original packaging. In this case, customers must pay for return shipping and 35% restocking fee. We do not accept returns or refunds if customer changes their mind after receiving their order(s). Note: Passion Galaxy will not be held liable to any lost or misroute parcels. 
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening. international customer must provide phone number.

If you have other concerns, please contact our Customer Service via email (contactpassiongalaxy@gmail.com) or through submitting a ticket at our website https://passiongalaxy.com RETURN TO SENDER PACKAGES: Store Name will not be held liable for packages that are returning to sender. 
 Once the item is received at the warehouse, we can repack, relabel, and reship them however you need to understand that doing so requires an additional cost. Processing and shipping cost is usually half the order total...so please be careful on the information that you provide. 

Passion Galaxy reserves the right to refuse any replacement and refund if it does not meet the above criteria. Late or missing refunds (if applicable) If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted.

 

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