Lesnoy Avenue 51 k 1, 185007, Petrozavodsk, Russia

 

Frequently Asked Questions

Please read our FAQ before sending us a message.

What are the delivery charges for orders from the Online Shop?

The delivery charge depends on the total weight of your order and your location. It is calculated automatically in the cart while you proceed with placing your order. If you have additional questions please contact us

Which payment methods are accepted in the Online Shop?

1)  PayPal (both account balance and Credit Card). You can use this method even if you do not have a PayPal account yet. 

2) Bank Transfer (We will send you the details upon your inquiry)

How long will delivery take?

Delivery time with standard postal shipping from Russia is 15-35 business days depending on your location and the season. 

Europe: 12-20 business days
Canada: 15-25 business days
USA: 12-25 business days
Latin America: 20-35 business days
South America: 20-35 business days
Australia: 15-35 business days
Asia: 15-35 business days
Middle East: 20-35 business days
Etc.

How secure is shopping in the Online Shop? Is my data protected?

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL).  Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

What exactly happens after ordering?

After we receive your order and provided that it is paid for it gets on the shipping queue and is handled buy our warehouse within 3 business days. We carefully wrap and package it ensuring its safety in the transportation and bring it to the courier for shipping. When the order is shipped we provide you with the tracking number for you to track your parcel. Since the shipping is international your signature is required to received it for security purposes.

I cannot place an order due to payment error or other technical issue

Please contact us and we will help you to place the order.

What is your return and refund policy?

   If you have any problems with your order, you should contact us within 7 days after you received the parcel. We will not address any issues brought to us after this timeframe.

   Please keep all packaging (bubbler, envelope, bags, and tags) to provide us documentation that we will need to determine what happened with your order. We will not be able to process a refund, exchange, resend without this information and if the item was used by you. To provide the proof of defect of the item received take the photo of the damaged product and send them to us. 10% restocking fee will be charged for the items returned because you don’t longer need them. Refund is issued (excluding shipping charges) only after the items arrive back to our warehouse if another option wasn’t agreed on.

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