Welcome to our FAQ page, where you'll discover all the juicy details about our foundation, products, and services! We've compiled a list of the most commonly asked questions, so you can easily find the answers you're looking for.
FREQUENTLY ASKED QUESTIONS
When will I get my order?
It takes 3 - 7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows: USA: 5 - 8 business days Other continents: 10 - 20 business days
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbours in case the courier left the package with them. If the shipping address was correct, and the package wasn't left at the post office or at your neighbours, get in touch with us at email@example.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
How are your products made?
We work with a reliable, high-quality print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
I received a wrong/damaged product, what should I do?
We’re sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at email@example.com within 7 days after the estimated delivery date with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What's your return policy?
We are a foundation that funds cancer research. We aim to keep our overhead low. Therefore, your order will be printed on demand. This means no stock, no warehouses, but also no staff to handle returns. So please make sure you double check your ordered items, size and contact information before you buy. More information about our funded studies can be found at www.cherriesontop.org/achievements. Our detailed return and refund policy can be found below.
|REASON||WHAT TO DO||SOLUTION||COSTS|
|You received the wrong/damaged items.||Contact us at firstname.lastname@example.org with photos of wrong/damaged items, within 7 days of receiving your order. Include your order number and photos of the mislabeled item.||We’ll send you a new one, or you can issue a refund.||No costs are involved.|
|You made a mistake with the delivery address.||Contact us at email@example.com with your order number and correct delivery address.||We will send you a replacement order.||Shipping costs. These vary across countries.|
|You would like to exchange one item for the other. For example, a different color or a different size.||To keep our overhead low, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts— we have one for every item listed in our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, we process this as a wrong/damaged item (see above).||Not applicable.||Not applicable.|