FAQs
How can I contact Theepotency?
You can email us at theepotentie@gmail.com , where our customer service team will be happy to help you with anything you need!
Do you ship worldwide?
Yes
Can I change or cancel my order?
As we aim to process orders as quickly as possible, requests for changes/cancellations must be submitted within 12 hours of placing your order. Any requests after this time will be refused. Your order can be returned in full for a full refund once it has been received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow additional time for your order to be processed during holidays and sales seasons. We process orders Monday through Friday. Orders are processed within 1-3 business days of the order date and are shipped the following day after the processing day. Please note that we do not ship on weekends.
How long does it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are entitled to a full refund.
Are there any customs fees and taxes charged?
The prices displayed on our site are tax-free in US dollars, which means you may be required to pay customs duties and taxes once you receive your order. Import duties, taxes, and related customs charges may be assessed once your order arrives at its final destination, as determined by your local customs office. Payment of these duties and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by customs in your country. For further information on charges, please contact your local customs office.
How can I return an item?
Contact us via theepotentie@gmail.com .
What if the received item(s) are defective/wrong/damaged?
If you have received items that are incorrect, missing and/or defective, please contact us. Please include your order number, photos of the items and all related references upon receipt of your package. We will do our best to resolve your case as soon as possible.
Where do you ship from?
We ship from Hong Kong.
When will I receive my refund?
All refunds will be credited to the original method of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact your card issuing bank for questions regarding when the credit will appear on your account. If you have not received a refund for your return, please follow these steps: Contact your bank/credit card company. It may take some time for the refund to appear on your account.