FAQ

1. What payment methods do you accept?

We accept PayPal and credit/debit cards, two of the most secure online payment options. Supported cards include Visa, Mastercard, Discover, and American Express.
Currently, we do not accept personal checks, money orders, bank transfers, or cash on delivery (COD).

2. What should I do if my payment is declined?

If your payment is declined, please:
• Double-check your card details (expiration date, cardholder name, security code, and billing address).
• Ensure you have not exceeded your card limit or that your card is not under review by your bank.

If the issue persists:
• Try a different card or payment method.
• Use PayPal as an alternative.
• Contact your bank for assistance.

3. Can I change my order details after placing an order?

Yes, but only before your order is shipped:
• Contact us promptly via email at service@customsolo.com with your name, phone number, order number (if available), and the updated information.
• If it’s after business hours, leave a detailed message, and we will assist you as soon as possible.

Please note: Orders cannot be modified after shipment.

4. How long will it take to receive my order?

Delivery times depend on your location and chosen shipping method:
• Standard Shipping: Most orders to the US, UK, AU, NZ, and CA arrive within 15-25 business days.
• Express Shipping: Faster delivery options (via DHL, UPS, EMS) are available. Contact us for details and discounted rates.

Note: Delivery times may vary due to local postal service efficiency or peak seasons like Halloween and Christmas.

5. How can I track my order?

Orders over $15 include a tracking number. You’ll receive an email with tracking information once your order ships:
• Tracking numbers are usually provided 1 day after shipment.
• Orders under $15 are shipped via standard air mail and may not have full tracking.

For any tracking concerns, contact us at service@customsolo.com.

6. Will I be charged customs duties or taxes?

Prices displayed on our site are tax-free in US Dollars. However, you may be responsible for duties, taxes, and customs fees upon delivery, depending on your local customs regulations.
• These fees are determined by your local customs office and are not covered by us.
• According to our data, only 0.03% of packages are subject to customs charges.

We’re happy to assist with necessary documentation to expedite customs clearance.

7. What if I don’t receive my order or it arrives damaged?

• Not Received: If your parcel does not arrive within 60 days (longer during peak seasons), we guarantee a 100% refund.
• Damaged/Defective Items: Contact us within 7 days of delivery with your order number, photos of the damaged item(s), and package details. We will resolve it promptly.

8. How long does the returns/refund process take?

• Returns processing may take up to 3 business days after we receive your package.
• Refunds will be credited to your original payment method:
• PayPal: Refunds are processed directly to your PayPal account.
• Credit/Debit Cards: Refunds may take 7-14 business days to reflect in your account, depending on your bank’s policies.

For questions about refunds, please contact PayPal or your card-issuing bank directly.

9. How do coupons or promo codes work?

• Enter your coupon or promo code in the Promo Code field at checkout. The discount will be applied automatically.
• Note: Only one coupon or promo code can be used per order.

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