FAQs / Policies - Backtozero

FAQs / Policies

Where are you located?

How is the cost of shipping calculated?

Will I receive an order confirmation?

Is an account required to purchase?

How long will my order take to process?

Does it really take time to process before my order ships?

What is the total turnaround time for my order?

How will my order be shipped?

How long will it take to receive my order once it has shipped?

Is delivery time guaranteed?

Can I expedite my order?

Do I have to pay duties or taxes?

Can you send the order without tracking / without signature required?

What if I'm not home when a package is delivered?

Can I cancel my order?

How do you handle undeliverable packages?

What is your return and exchange policy?

How can I clean my wax seal in an eco-friendly way?

Do you sell wholesale?

May I copy or use any images from this website on my own website, blog, business card, etc?








Where are you located?

We're located in Hong Kong. 



How is the cost of shipping calculated?

Shipping is automatically calculated at checkout using your zip code. Your shipping charge is based on your total order weight & your country starting at USD 5.00.



Will I receive an order confirmation?

Yes! After placing your order, you will receive a confirmation with your order number. And you will receive another notification when your order ships.



Is an account required to purchase?

Nope! You can checkout as a guest. If you make an account, you can check on the status of your order on our website, access your order history or save your favorite items.



How long will my order take to process?

Please don't rush us! Good things takes time! We try our very best to ship out your order as soon as we can! The more orders we received before yours, the more time we need to process your order. Our current processing / production time is usually about 1 - 2 weeks after your order placed and the correct instructions / file(s) we received for custom orders. Please click here to learn how your seal is made. You will receive a notification when your package is on its way.



Does it really take time to process before my order ships?

It depends on the number of orders we have on hand and if the item you ordered is in stock. As most of our products are made to order, learn more about our production process here. Quality is very important to us. We need time to prepare your order to ensure it meets our quality standards. We'll try our best to ship your order ASAP! 



What is the total turnaround time for my order?

Our turnaround time = Processing / Production Time + Delivery Time, which varies based on your location.
- Delivery time means the time after your order ships, not the day your order is placed.



How will my order be shipped?

We ship your order with bubble mailer or carton box. All orders are currently shipped via Hongkong Post. We will send you the tracking number once your order is ready to ship. You could track your package here at Hongkong Post website. It might takes a few business days for post office to process your package & update the tracking info though.

If your tracking number starts with C, E or R, SIGNATURE is REQUIRED upon delivery. 



How long will it take to receive my order once it has shipped?

Orders with standard shipping usually take about 2 weeks to arrive once shipped. However, this could be less or more depending on your country. Two weeks is an estimate based on historical data and is not a guarantee. You may also expedite your shipping for an additional fee.
See the table here for standard VS expedited shipping estimates to your country.



Is delivery time guaranteed?

Unfortunately, no. Once your order is shipped, we have no control over postal delays such as bad weather or customs inspections. However, we will gladly help you contact the post office to determine the status of your shipment. 



Can I expedite my order?

Yes! For an additional fee, you may expedite your shipping. However, this will shorten the delivery time only. Processing time will be the same regardless of your chosen shipping method. We treat all of our customers equally, so orders are processed in the order that they are received. Unless the items you ordered are in stock, then we could ship it out sooner.

See below for expedited shipping estimates based on Hongkong Post website.

Country

Standard Delivery Estimate

(Starts at USD 5.00 based on weight, Excluding custom clearance, aviation security check and post office processing time)

Expedited Delivery Estimate

(Excluding custom clearance, aviation security check and post office processing time)

Additional Fee for expedited shipping
Australia 7 - 14 working days 2 - 10 working days
$30
Austria 6 - 7 working days 1 - 3 working days
$40
Belgium 6 - 7 working days 2 working days
$40
Canada 10 - 17 working days 2 - 8 working days
$30
Finland 6 - 8 working days 2 - 5 working days
$40
France 7 - 14 working days 2 - 9 working days
$30
Germany 7 - 14 working days 2 - 3 working days
$40
Greece 6 - 7 working days 2 - 4 working days
$40
Ireland 5 - 7 working days 3 working days
$30
Israel 7 - 12 working days 2 - 4 working days
$40
Japan 5 - 7 working days 1 - 9 working days
$20
Malaysia 5 - 7 working days 2 - 5 working days $20
Netherlands 5 - 10 working days 2 - 3 working days
$30
New Zealand 7 - 14 working days 2 - 3 working days
$30
Philippines
5 - 6 working days 2 - 11 working days
$30
Poland
8 - 9 working days
3 working days
$30
Qatar 5 - 7 working days 3 working days $40
Saudi Arabia 5 - 7 working days 2 - 7 working days $40
South Korea 7 - 14 working days 1 - 4 working days $20
Spain 5 - 7 working days 3 - 5 working days
$40
Singapore 7 - 14 working days 1 - 2 working days
$20
Sweden 5 working days 2 working days
$30
Switzerland 5 working days 1 - 3 working days
$30
Taiwan 4 - 7 working days 1 - 2 working days
$20
UK 7 - 14 working days 2 - 6 working days
$30
USA 7 - 14 working days 2 - 13 working days
$30
UAE 5 working days 2 - 6 working days $40

 



Do I have to pay duties or taxes?

Orders that are shipped to countries outside of Hong Kong may be subject to import taxes, custom duties or other fees levied by the destination country. Any additional import taxes, custom duties or other fees for an order are the responsibility of the recipient.



Can you send the order without tracking / without signature required?

Sorry that to protect both of us, we ship all orders with tracking and for some countries package with tracking required signature upon delivery.



What if I'm not home when a package is delivered?

If you're not home during delivery, your postman will leave you a notice to claim your package at the post office. Please bring along the notice to claim your package A.S.A.P.! If your package is returned unclaimed, you will be responsible for the fee to reship the order.



Can I cancel my order?

Sorry, we are unable to cancel or modify orders once they have been submitted. Unless you're fail to send a design that meets our requirement and there will be a cancellation fee.



How do you handle undeliverable packages?

When placing an order, please ensure that your shipping address is correct and complete. Your order's shipping label will be printed based on the address you provided. We cannot be held responsible for shipping to an incorrect, incomplete or outdated address. Additionally, we do not issue refunds for lost, unclaimed or undeliverable orders.



What is your return and exchange policy?

We only accept returned merchandise or requests for exchange if an item is significantly different from its description. Any requests for refunds or exchange must be made within 3 business days from the date of delivery. Complimentary items, such as handle are not eligible for exchange or refund.

Please contact orders@backtozero.co for specific order return / exchange eligibility before returning your product. Return shipping costs are the responsibility of the buyers.

We advices you to strongly consider purchasing shipment tracking for any returns and to purchase insurance in case of package lost. We cannot guarantee that we will receive your returned merchandise.

We are unable to accept returns / exchange / refund on personalized, customized, sale or complimentary items. 

All returned items must be received in the same condition that you received them and in their original packaging. 

All returned items will be inspected. We will send you an email to notify you that we have received your returned item. We will then notify you of the approval or rejection of your refund request.

Upon receipt of all items in their original condition and approval, we will refund the full purchase price of the portion of the order that was returned to the original method of payment.

Shipping costs are non-refundable.

 

How can I clean my wax seal in an eco-friendly way?

We recommend cleaning with either with lemon juice or apple cider. Buff the brass with a soft cloth dipped in the lemon juice or apple cider. Continue buffing to bring the shine back to your seal to your satisfaction.



Do you sell wholesale?

Yes, we do. We offer wholesale discount based quantity. Please contact us with any items and quantity you're interested in at hello@backtozero.co for more information and details.



May I copy or use any images from your website on my own website, blog, business card, etc?

Sorry, no. All rights to all images and content on this website are reserved by the artist and are protected by U.S. and international copyright laws. Images that we share on this site are for informational purposes only and may not be used in any way without the artist’s prior permission. To request permission, please contact hello@backtozero.co.