F and Q
Q. What kind of payments do you accept?
A. .We offer safe shopping and accept payment via Paypal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are listed in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.
Q. What are your shipping rates?
A. We have a fixed shipping rate of $5.95 to USA and International $6.95.
Q. Which countries do you ship to?
A. Currently, we do ship worldwide. But in case your country may not be supported by our logistics, or govern by your law restrictions we will inform you right away and make necessary changes to your order. To know more about our destination listings, contact us via support@mallvalley.com
Q. Where do your items come from?
A. We ship your orders from warehouses USA based factory in Tampa, FL or our EU -based factory in Amsterdam, NL. Our stock is spread out over multiple fulfilment centres in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So , if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.
Q. How to order?
A. 1. Go to the item page of the product that you would like to order.
2. Select the quantity of items that you would like to order and click “Add to Cart”
- Click "Check Out" in the pop up window.
- In the new page, please fill in your information (Email, Name, Shipping address) and then click "Continue to Shipping Method"
- Click "Continue to payment method" on the next screen
- Then fill in your credit card information and click "complete order" to finish the transaction.
Q. I get an error message when I enter my shipping and billing addresses. What’s going on?
A. If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
Q. How long after placing my order should I expect to receive my shipment?
A.
- USA - Within 2-5 business days
- Canada - Within 4-10 business days
- Western Europe - Within 5-15 business days
- Australia/NZ - Within 5-15 business days
- Rest of the World - Within 5-20 business da
Q. Will I have to pay international Taxes & Duties?
A. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages. Note, in rare occasions custom agents may delay delivery of some packages.
MallValley.com cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance.
By law, we must declare all items at their full price and cannot alter this amount to decrease International custom fees.
If you refuse a shipment from RewarDeals.com, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to MallValley.com. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
Q. Why was my order canceled?
A. Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.
Q. Can I cancel my order?
A. Buyers can cancel their order maximum within 30 minutes after payment. No orders will be cancelled after this time frame and absolutely NO orders will be cancelled after the item/s have been already shipped and during the transit of the parcel.
Q. How can I check the status of my order?
A. You will receive an order confirmation once your order has been successfully transmitted. You can always check the status of your order by signing into my account and then selecting the option order status/history. This screen will let you know if your order has been fulfilled, shipped, or if it is being held. If you are not able to do so, just sent an email to our customer care.
Q. I need to change something on my order. How can I do that?
A. If you need to change or cancel your order, please contact us immediately. We generally process orders within 1 hours, and once our warehouse has processed your order, we will be unable to make any changes.
Q. I just placed my order. Can I add another item to it?
A. If you have already placed your order you will not be able to make changes. Please make a new order and contact us at support@mallvalley.com immediately and we will waive the shipping charges.
Q. What should I do if I provided the incorrect shipping details?
A. Please contact us immediately if you noticed that your shipping details are incorrect. Note that we are unable to allow any amendments once your parcel has been dispatched.
Should your parcel be returned to sender, please note that we will be required to pass on a subsidized reshipping postage fee of $10.00USD. Do ensure you update us via email with the correct and complete address as soon as you can
Q. How can I track my order?
A. Once your order is shipped, you will receive an email from us providing you with the tracking numbers and instructions on how you can view the tracking of your order.
You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfilment centre.
For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track again later.
Q. I only received one of my two orders. Where is the other one?
A. We have a large assortment of products not stored in-house. When you order multiple items at a time, they may be shipped separately so they arrive faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once – they are on their way.
Q. What if there are items missing or incorrect when I receive my order?
A. For missing or wrongly shipped items, please contact us at support@mallvalley.com. Please quote your transaction reference number (Order #) and provide us with a proof (image file size should be below 1MB). We will be more than happy to reship you the correct item with no extra cost and we will not ask for the item that was wrongly sent to you back! You may keep it as a gift from us.
Q. Can I return or exchange items that were purchased on sale?
A. We have a 60-day money back guarantee. All items purchased on clearance, special buys and daily deals cannot be returned or exchanged. If you are not happy with your purchase, please send us an email with your order number and contact information to support@mallvalley.com. We will walk you through the refund procedure. Please note that customers are responsible for the return shipping charges. For more details please check our full Return & Exchange Policy.
Q. Do you have a store locally in my country?
A. We are an online only business. That’s one of the reasons we can sell our item so much cheaper than your local store.
Q. Is this site secure to use?
A. It sure is. We take the utmost care with the information that you provide us when placing an order through our online store (or through any other means). The server that hosts our website encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.
Q. How do I contact you?
A. Reach out to us via our contact form our send us a direct email at support@mallvalley.com. We typically reply within 24-48 business day hours.