1. How to cancel the order?
After the order is paid successfully, the user can check the order status in the account order details.
Cancellation is supported within 30 minutes, you can cancel the order in the order details. Payment will be fully refunded to your payment account within 1-2 business days after the order is cancelled. The exact refund time depends on your payment method.
If the order has already been packed and shipped: The order cannot be cancelled because the order has already been processed and the package cannot be returned.
If you confirm that you want to cancel an order that has already been shipped, please contact us at [email protected] and the resulting return shipping and other extra charges will be borne by the customer.
2. What if the product is damaged during shipping?
Sorry, you did not receive the Elastic rope in perfect condition, please send your unboxing video and order number to [email protected] and we will arrange for a re-shipment or partial refund.
3. What if the product is missed?
Before shipment, we will carefully check the contents of the package. If you encounter the problem of missing Elastic rope, please send an email to [email protected]. You need to provide the unpacking video and order number, and we will arrange for you to re ship or partially refund.
4. Return validity period
Our returns and exchanges are valid until 30 natural days after the arrival of the Elastic rope. If more than 30 natural days have passed since you received the Elastic rope, we will not be able to provide you with a return or exchange.
Brand new products purchased at elasticdockline.com do not affect secondary sales. Within the validity period of the return, you can contact the customer service to negotiate a refund (the Elastic rope is damaged due to human and external reasons, and returns and exchanges are not accepted).
5. Questions about how to return and shipping
All Elastic rope must be unworn and in the same condition as received. Elastic rope must be returned in their original packaging.
To return your order, follow these simple steps (if within 30 natural days):
First, send an email to [email protected] to contact customer service to negotiate a return, explain the reason for the return, and provide an invoice or screenshot to confirm the order number.
Second, after confirming the return request, please return the item to the return address.
Our mailing address is: 758 Tennent, charleston, South Carolina, United States.
Third, send a return notification email to [email protected] with the following information:
Courier company name, tracking number
Shipping Instructions:
If there is no Elastic rope quality problem, the return shipping cost due to customer’s personal reasons (such as dislike/wrong color, etc.) will be borne by the buyer.
Calavera Tool Company, LLC is responsible for returns due to defective/damaged/lost/wrong items and return shipping will be undertaken by Calavera Tool Company, LLC.
We do not charge re-listing fees.
6. Return packaging issues
Please return in original packaging. Calavera Tool Company, LLC is not responsible for collision damage caused by unused original boxes during shipping.
7. What if the product is damaged during return shipping?
You can negotiate with the courier company and ask the courier company to make relevant compensation.
Tips: Before handling the return business, you should take photos and videos of the Elastic rope in detail, and save the evidence that the Elastic rope is in good condition before mailing, so as to negotiate compensation later.
8. How to get a refund?
Once the returned Elastic rope arrives at Calavera Tool Company, LLC’s warehouse and is successfully inspected, the refund process will begin. The refund amount will be returned to your payment account within 1-2 business days. The exact refund time depends on your payment method, please be patient and do not rush.
9. Delayed or lost refunds
If you haven’t received your refund after 2 business days, please check your payment account again first. Then contact your account company and it may take some time for your refund to be officially issued. If you’ve done all of this and haven’t received your refund 10 business days after our refund, please contact us: [email protected]