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Frequently Ask Questions

Are your products cruelty-free?

Yes, of course. We are proud to be a cruelty-free brand. We do not test our products on animals, and we ensure that our suppliers adhere to the same cruelty-free standards. We also give a percentage of the proceeds from some of our products to the Humane Society.

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express) as well as PayPal for online purchases. In-store, we also accept cash and debit cards.

What is the shipping policy?

We offer worldwide shipping. Shipping costs and delivery times may vary depending on your location. Please refer to our Shipping page for detailed information: https://notustradeptyltd.com/index.php/shipping-policy/

How long does it take to process and ship an order?

We typically process and ship orders within 7-15 business days. However, during peak seasons or promotional periods or awful weather, it may take slightly longer. Once your order is shipped, you will receive a confirmation email with tracking information.

How can I track my order?

Once your order is shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status of your package on https://notustradeptyltd.com/track-track/. You can see the Order Tracking in the footer of our website, then you just click on this page and enter your tracking number.

Can I cancel or modify my order?

We process orders promptly, but if you need to cancel or modify your order, please contact our customer support team as soon as possible. We’ll do our best to accommodate your request, depending on the order status. However, If your package has been shipped or even shipped for some time, in this case the package cannot be recalled, you can only wait for the package to arrive before applying for a refund.

What if I receive a damaged or defective product?

We apologize for any inconvenience. If you receive a damaged or defective product, please contact our customer support team within 48 hours of delivery. We will assist you in resolving the issue and provide instructions for returning or exchanging the item.

What is your return and exchange policy?

We accept returns and exchanges within 30 days of purchase. The item must be unused, in its original packaging, and accompanied by a valid proof of purchase. Please review our Returns & Exchanges page (https://notustradeptyltd.com/index.php/refund_returns/)for detailed instructions on how to initiate a return or exchange. In addition, If you want to return the goods for a refund, you need to contact us to make your claim, and we will send the package back to the place of origin after we agree to your return and refund. The cost incurred in this process, that is, the freight, needs to be borne by you.

How can I contact customer support?

You can reach our customer support team by emailing [email protected] or by using the contact form on our Contact Us page. We strive to respond to all inquiries within 24 hours.