FAQs

Frequently Asked Questions (FAQ)

1. Contacting Cosmic Crate

How can I contact Cosmic Crate?

You can reach our customer service team via email at support@cosmic-crate.com. We’re happy to assist you with any inquiries or concerns.

2. Shipping Information

Do you ship worldwide?

Yes, we offer worldwide shipping.

Where do you ship from?

We ship from our warehouses in:

  • Hong Kong
  • United States

How long will it take to receive my order?

Due to high demand, delivery may take 2-4 weeks depending on your location.

What if I don’t receive my order?

If your order hasn’t arrived within 30 days of shipping, you are eligible for a full refund. Please contact us at support@cosmic-crate.com for assistance.

3. Order Management

Can I change or cancel my order?

If you need to change or cancel your order, please contact us within 12 hours of placing your order. After this period, your order will be in processing, and changes or cancellations will not be possible. However, you may return the order for a full refund after receiving it.

How do I return an item?

To return an item, please contact our customer service team at support@cosmic-crate.com. We’ll guide you through the return process.

What if the item I received is defective, incorrect, or damaged?

If you receive an item that is defective, incorrect, or damaged, please email us at support@cosmic-crate.com. Include:

  • Your order number
  • Photos of the item(s)
  • A description of the issue

We will resolve the matter as quickly as possible.

4. Payment Information

What payment methods do you accept?

We accept all major credit cards, including:

  • VISA
  • MasterCard
  • American Express (AMEX)
  • PayPal

When will my order be processed?

  • Orders are processed Monday through Friday.
  • Processing takes 1-3 business days after your order is placed.
  • Please note that during holidays or sale seasons, processing times may be longer.
  • We do not ship on weekends.

When will I receive my refund?

Refunds are credited to your original payment method.

  • For credit or debit card payments, refunds are processed within 7-10 business days of receiving the returned item or cancellation request.
  • If you haven’t received your refund after this period, please contact your card-issuing bank or credit card company, as it may take additional time for the refund to be posted to your account.

5. Customs and Taxes

Will I be charged customs and taxes?

  • Prices displayed on our site are tax-free in Euros.
  • Once your order arrives, you may be responsible for import taxes, duties, and customs fees, which are determined by your local customs office.
  • These fees are the customer's responsibility and are not covered by Cosmic Crate.
  • For details on potential charges, please contact your local customs office. Instructions on how to do this are provided below.

How to Contact Your Local Customs Office

To get accurate information about duties, taxes, and customs procedures, it’s essential to contact your local customs office. Here’s how to reach them for various countries, including several in Europe:

1. Visit the Official Government Website

Most countries have official customs websites. Search for “[Country Name] customs office” for valuable information.

2. Use a Customs Hotline

Many countries have dedicated customs hotlines. Here are a few examples:

  • United Kingdom: HM Revenue and Customs (HMRC) - 0300 200 3700
  • Germany: Federal Customs Service (Zoll) - +49 351 448 34 50
  • France: French Customs (Douane) - +33 1 72 40 78 50
  • Italy: Italian Customs Agency (Agenzia delle Dogane) - +39 06 599 67 500
  • Spain: Spanish Customs (Agencia Tributaria) - +34 901 200 347
  • Netherlands: Dutch Customs (Belastingdienst) - +31 88 151 2500
  • Sweden: Swedish Customs (Tullverket) - +46 771 520 520
  • Belgium: Belgian Customs (Douane) - +32 2 576 1111
  • Ireland: Revenue Commissioners - +353 1 738 3675
  • Austria: Austrian Customs (Zoll) - +43 1 711 99 0
  • United States: U.S. Customs and Border Protection - 1-877-227-5511
  • Canada: Canada Border Services Agency - 1-800-461-9999

3. Email Inquiries

If you prefer written communication, look for an email address on the customs website for inquiries.

4. Visit in Person

You can also visit your local customs office in person. The address should be listed on their official website.

5. Contact Local Shipping Carriers

Local shipping carriers (like DHL, FedEx, or UPS) often have resources to assist with customs-related inquiries and can guide you to the right contact.

Why Is It Important to Contact Customs?

Understanding your local customs regulations will help you avoid unexpected charges when your package arrives. Each country has different policies regarding imports, so it's essential to get the right information based on your location.

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