Q. How to contact us?
Send email to service@customanima.com,our working hours are from Monday - Friday 10:00am to 5:00pm.
1. ORDER / PAYMENT: WHAT PAYMENT OPTIONS DO YOU OFFER ONLINE?
We accept payments paied by PayPal and credit card, You can check our Payment Methods page for more information.
IS IT SAFE TO USE MY CREDIT CARD ON THE WEBSITE?
Please don't worry. It's safe to order on our website. When purchasing from Customanima.com your financial details are passed through a secure server using the latest SSL (secure socket layer) encryption technology. Credit card details are never stored on the customanima.com website in any way, and are passed on directly to our Payment Gateway for authorization and authentication. Welcome to choose your favorite items on our website.
WAS I CHARGED TWICE?
Your credit card will only be charged once after your order ships. If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 - 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.
WHY MIGHT MY CREDIT CARD BE REFUSED?
Your credit card may be refused for any of the following reasons: -The card may have expired. Check that your card is still valid. -Please make sure that the credit card issuer has opened up shopping transactions on online websites in various countries for you. If not, the payment will fail. -You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit. -You may have entered some information incorrectly. Check that you have filled in all the required fields correctly. -Make sure you’re using the latest version of your web browser. Maybe because your browser is installed some kinds of plug-ins. Please clear the cookies restart the browser and then try again.
PS：Why 3D verification is required: If you make a large purchase (for example, over $500), the system will ask you to complete 3D facial recognition or SMS verification. Similarly, if you use someone else’s bank card and this triggers an alert from the issuing bank, the system will also ask you to complete 3D facial recognition or SMS verification. Of course, if you are using a joint account with your spouse, or frequently use your husband’s or boyfriend’s bank card and have a history of online transactions, you will not need to undergo 3D facial recognition or SMS verification. However, if this is not the case and you have triggered 3D verification, you will need to contact your family member to obtain their verification in order to successfully complete the payment. Therefore, please shop with confidence and act in good faith.
The reason for the payment being successful and then failing again？
If you have initiated multiple chargebacks on orders paid for by credit card, the merchant may report you for unjustified refunds, resulting in your bank card being blacklisted. It is recommended not to repeatedly refuse payments and become a blacklisted merchant. Maintain the credit integrity of your card and repay to become a trustworthy credit card user, as this will help you enjoy shopping. For any issues related to shopping or after-sales, communicate via email. Do not impulsively refuse payments. If your bank card is stolen, it is advisable to immediately contact the bank to freeze it. If your card is not frozen and is used fraudulently, refusing payment may lead to damage to your personal credit.
2. PROMOTIONS / DISCOUNTS: DO YOU OFFER PROMOTIONS?
There are various discounts, promotions and special offers on our site. The best way to get some of the codes is to check our banners or announcement bars. You can also sign up to receive our promotional emails. You can find the signup form at the bottom of any page on our site. New customer signups will receive a coupon code for 10% off your order just for signing up along with exclusive offers.
HOW DO I USE A COUPON CODE?
Discount codes may be applied during checkout. Add items to your cart and select the checkout option. On the same page that you enter your address information you'll notice a field to enter the discount code. Enter the code here and click the "Apply" button. Your total should adjust to reflect your discount. Some discounts and promos do not require a code and will be applied automatically. CAN I USE MULTIPLE DISCOUNT CODES AT ONE TIME? No. Only one discount offer or promotion may be used per order.
3. ORDER STATUS: HOW DO I KNOW MY ORDER HAS BEEN CONFIRMED?
Once you've completed your order, you'll receive a "Thank You" email confirming it. It confirms that your order was successfully submitted. If you haven't received an order confirmation email, please contact us via our company email address.
HOW CAN I CHECK THE STATUS OF MY ORDER?
Once the package is sent, we will send you a shipment notification e-mail. You can track your order with the tracking information provided in the e-mail or by logging in to your account on customanima.com. If you do not receive it within the specified time, please contact us via our company email address. We look forward to hearing from you.
I SELECTED THE WRONG SIZE/COLOR/ADDRESS. CAN THE INFORMATION BE CHANGED?
If you need to change your order information, please contact us in time to check the status of your order. If your package has not been sent out, we can change the size, color or your personal information for you. Once the package has been sent out, you need to contact our customer service and we will contact the carrier to check whether the package information can be changed. If the information cannot be changed and the product received is not suitable, it cannot be regarded as a product quality problem and the customer is responsible for it. Please check the order information carefully when placing your order to avoid any possible trouble that may arise later.
CAN YOU HELP WITH A DAMAGED PRODUCT?
We apologize that you received a damaged item. Please send a photo of the damaged product to service@customanima.com with your order information. We will evaluate the issue, and if we agree that the problem is on our part, we will send you a new product for free. Please note that any damaged items after 30 days of delivery cannot be returned or refunded. Unsuitable products due to incorrect size selection or not contacting us to modify the information before the package sent cannot be considered as a product quality problem and are the responsibility of the customer. We can provide free size exchange service, but customers need to pay the shipping cost for sending the original product back. After receiving and checking the original product, we will send the item with new size out. If you are not sure about the size choice, you can send an email or private message to contact us for help.
4. CAN I CANCEL/MAKE CHANGES TO THE ORDER I JUST PLACED?
It is only possible to make a change to your order if the order has not been processed. You must immediately contact our Customer Care team (service@customanima.com) with your change/cancellation request details included, this will minimize the processing delay with your order due to the changes being made.
Q: Which countries and regions do you ship to?
A: We are happy to ship goods around the world, but unfortunately, due to various policies and other reasons, we only ship goods to the following countries: Australia, Australia, Portugal, Italy, Denmark, Netherlands, Belgium,Korea, United States, Hungary, Norway, Japan, Luxemburg, Saudi Arabia, Spain, Ireland, Greece, Canada, Sweden, France, Poland，Germany，Singapore，United Kingdom，Thailand，Malaysia，Vietnam，Indonesia，New Zealand，Switzerland，Turkey，Mexico，Kazakhstan，Taiwan，Bulgaria，Czech Republic，India，Pakistan，Sri Lanka，Argentina，Oman，Uzbekistan，Philippines，Croatia，Finland
5. SHIPPING: HOW LONG DOES IT TAKE TO RECEIVE MY ORDER
The time frame of order delivery is divided into two parts: Total time = Processing time + Shipping time. *Processing Time: The order processing time depe nds on the time frame of the quality check, the packaging and also on the stock status of the in dividual product It usually takes 3-5 business days to process your order (while some items may need 7-12 business days or longer). You will receive an email notification once your order has been shipped. If you've paid for express shipping and the package didn't arrive in time as stated in our shipping policy, you can contact us for a shipping refund. You can check our Shipping Policy page for more information.
HOW CAN I FIND OUT WHERE MY PACKAGE IS?
Once the package is sent, we will send you a shipment notification e-mail. You can track your order with the tracking information provided in the e-mail or by logging in to your account on customanima.com. If you need to check the status of your shipment or proof of delivery, please enter your tracking number or reference number at the package tracking platform 17track.net to see the details. If you don't know how to check the order status with tracking number, you can see our help page or contact us to check the status for you. We're glad to help.
MY PACKAGE IS SHOWING AS DELIVERED, BUT I DID NOT RECEIVE IT. WHAT SHOULD I DO?
First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any "attempted delivery" notices, which means the carrier tried to deliver it, but no one was home. If you still don't see anything, wait until the end of the next day, because some carriers' electronic systems may show the package as delivered, even when it's still on the way. Still no luck? Call the carrier and provide your tracking number for more information. *If the above situation does not answer your question, please contact our Customer Service at service@customanima.com.our working hours are from Monday - Friday 10:00am to 5:00pm.
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