Account
1.What can I do when I have problems logging in to my account
-If you forget your password, you can reset your password on the login page by clicking "Forgot your password? Fill the required information and then continue.
2. How can I register an account
- Click " Register " on the upper right of our homepage.You will see a page where you can add your e-mail address and password to create a new account.Fill in this part with all the required information, agree to our "Terms of Use", and then click on "Create a New Account". You can otherwise log in with x or x.Check the inbox of your e-mail address; you will receive an e-mail with a link to activate your account.Congratulations! You are now a member of the wholdrop Community!
Order
1.How to order from www.wholdrop.com ?
-Select items you like to add to cart.Follow the checkout page to confirm the information.We check whether there is in stock and send the bill.100% complete order.After-sales service, feel free to contact us by email.
2.I rejected my order . What can I do?
-If you refuse to accept the goods or refuse to pay customs duties, the goods will be returned to the sender. When the tracking information shows "returned to sender", you may request a refund of your order. we will deduct from the refund amount all charges related to the delivery of the order to the country of destination and its return.
3. Why was my order canceled and my payment refunded?
-Below please find some of the most common reasons for this type of situation:The full name and shipping address of your account do not match the details you entered for this order. We have tried to contact you but have not received your response within a reasonable period of time. For this reason, we may have canceled your order.One or more of the products contained in your order were out of stock. If we do not receive a response from you within 5 days after contacting you for the first time, we will send you a refund of your purchase.
4. What can I do if fill in the wrong address?
-Customers should be responsible for entering a correct and complete shipping address. Please do not hesitate to contact us once you realize that your address is not the one you wanted to select. We will not be able to change it after your order has been shipped.
5. How do I cancel my order?
If the order payment status is “Pending”, you can contact us to help you to change it to “Canceled”
If the order has already been paid but is not shipped out yet, you can contact us to cancel the order and get a full refund.
If the order has already been sent out, we cannot help you to cancel the order. You may choose to send back the unopened products after you've received
them and we will refund the money upon our receipt of the returned item(s).
* Please note that “wholdrop.com does not pay the return shipping cost on returned items, and we aren’t also responsible for goods lost during shipment when no tracking service has been supplied.” After receiving the returned goods, we will process your refund within 1-3 business days.
6.My order hasn’t been shipped 7 business days after payment.
-Please verify that your payment is confirmed and none of the items are back ordered or sold out. If the issue is still there then please contact us via Live Chat.
7.Why was my order partially shipped?
-There are three reasons why your order was partially shipped
We have different warehouses, we will not combine them together and will ship from the correct warehouse separately.
The items are overweight and need to ship in different packages.
The item is out of production or stock for a long while, we may ship the rest to you 3 first. Usually in this case, we will send email to you.
Please check your email and let us know you would change to other item or get the refund.
8.Why is my order still in the processing stage several days after order completion?
-If your order is still in the processing stage 48 hours after payment, it means that some items in your order are out of stock. We usually need 2-5 days to restock these items. If you still have concerns about your order, please contact us to check for you directly via Live Chat.
9.My order is not in my Account.
-There are two reasons why an order might not appear in your Order List.
The payment system encountered an error when you placed the order;
You placed your order as guest (without logging in to a wholdrop account first).
If you encounter any of the above situations, don’t worry. First, make sure that you have completed your payment by checking your payment account for the payment information. Then contact us by providing the transaction ID, invoice ID or your account email address and our customer service center will resolve the issue.
10.When payment page displays an error, what should I do?
-If the payment page displays an error, please kindly try to reorder. And if the same thing happens, then please contact Customer Service for help via Live Chat or email.
Tax & Customs Duties
-From July 1, 2021, VAT is included on the selling price and order value for items purchased from our store and delivered to destinations in the European Union (EU). You don't have to pay extra tax. We will declare and pay VAT in accordance with relevant policies and requirements. For more details, please visit the official EU website.
The situation is different in each country and for individual countries like Canada, the UK etc we recommend that you check with your local council, post office or government tax department. An online search may give you the information you need to understand what taxes you may have to pay. Sometimes we will try to help you comply with import regulations. If you understand the import tax situation in your country and think there is a way to minimise the taxes you have to pay, we will be happy to follow your instructions on labelling, packaging, declaration and invoicing. You can use the online comments box during the checkout process to explain your situation and make a special request. Alternatively, if you need advice on whether you can declare a specific value before you pay, you should "Contact Us" and we will then look at the contents of your order and your country and assess a suitable value.
Shipping
1.What Does "out Of Stock" Mean?
-"Out Of Stock" – The stock is sold out and we have no stock available currently.
2.I Can’t Find A Product On Your Website Anymore Is It Still Available?
-If an item is no longer listed it is likely it has been discontinued however if you really liked something and you can’t find it anymore. Details, please contact us via Live Chat.
3.Can I View Prices In Different Currencies?
-You can choose to view prices in different currencies using the drop-down Currencies menu at the top of our homepage.
You can view prices in different currencies such as:
US Dollar(USD)
Euro (EUR)
British Pound (GBP)
Support
1.Items Are Missing From My Order, What Can I Do?
-Possible reasons:
Order Split Shipped: Check your order whether it has not been split shipped. Contact our Customer Service.
Ordered from different warehouses: If you ordered from 2 different warehouse the order will have multiple shipments.
wholdrop made a mistake: On rare occasions an item maybe missed during packaging.
Parcel damaged or items removed: The package seems modified or damaged and items may have fallen out.
If you have checked, there is still something missing. Take photos of what has arrived and email what is missing to our Customer Service at wholdrop.com, including your order number and a copy of the parcel declaration.
2.How do I return an item?
-Please contact our customer service via email to wholdrop.com to help if we can solve the problem together first. In most cases, items can be returned within 45 days.Please contact us before returning the item, or we will refuse to deal with it.
3.My Products Have Stopped Working Correctly
-If you encounter quality issues within the warranty period you will be covered. Learn all about the warranty procedure. Every product has a specific warranty period. If it is not stated in the product listing, contact us via email to wholdrop.com.
If it is outside of warranty we may still be able to offer repairs or replacement parts.
4.I received an incorrect item.
-Please contact us by telling the order number and the details you received.
Our Customer Service team will respond to you within 24 hours.
Once Customer Service confirms an item is incorrect, we will either refund you or dispatch an alternative item (if applicable and available). wholdrop will decide whether you need to return the wrong product or not and compensate the return shipping fee once when we receive it.
5.An item was damaged during shipping.
-If your item was damaged during shipping, you are eligible for a refund after reject it. When requesting your refund, please be ready to provide Customer Service with graphs clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier.
6.Item is not as described.
-If the items received are not the one you ordered or not as described, you can choose to keep the item at a discounted price or request a replacement after reject it by contacting us at wholdrop.com.