FAQ
*WILL MY ORDER BE AFFECTED BY THE CURRENT COVID 19 PANDEMIC?
Some orders from Poster Pagoda are expected to be significantly affected. All customers must be prepared to deal with some sort of unexpected complications due to unprecedented supply-chain disruptions caused by the global pandemic. All orders will be produced and shipped out in a timely manner, but some countries may experience longer-than-normal shipping times because of governmental intervention and economic shutdowns. In addition to that, some of the tracking numbers might be inaccurate or slow to update.
Extended refund window
Because of Covid-19 we have extended our refund window to be an extra month for all order made in February-May. This means you are entitled to the refund after the 90 days.
1. WHEN WILL MY ITEMS ARRIVE?
Your order will be processed and put into production within 24 hours. Then your order is packed and shipped from our warehouse within 1-2 days.
Our Free Shipping option usually takes 3-8 weeks to arrive to your doorstep depending on your country of residence (Factors such as delayed logistics and customs clearings may have an impact on the delivery time) Free shipping does NOT include a working tracking number!
Expedited Shipping usually takes 2-5 weeks but includes a tracking number (the tracking number will be emailed to you once the item has shipped, please allow a maximum of 5 days for the tracking number to update).
If you do not receive your poster within the estimated time, don't worry! If your products do not arrive within 60 days you must send an email to info@posterpagoda.com and our customer service reps will look into your case. If you reach out and after 60 days you still do not receive your item then you are guaranteed a full refund on your purchase. Your order cannot be refunded after the 60 day window has passed.
If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. :) You may track your order at https://www.17track.net and enter your tracking number there for more information.
If you ordered multiple items, there is a good chance that these products are housed in different warehouses and/or shipped at different times do to availability. Thus, some items might arrive earlier than others.
2. WHEN CAN I BEGIN TRACKING MY ORDERS?
Order processing time usually takes 48 hours but can take up to 5 business days before shipment. Deliveries can take up to 1 to 4 weeks depending what you purchased and where you are located. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office.
3. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG?
If your order takes longer than 1-3 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.
Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal service.
We ship via parcel because private companies such as DHL or Fedex very high and unreasonable import taxes and customs fees. In order to offer our customers the best price and help you to avoid expensive domestic taxes and fees, we ship our products in parcel. We really appreciate your patience in this :)
4. WHAT IF MY ORDER IS LOST IN TRANSIT?
Rest assured, all of our orders are protected by our WM Order Insurance. If your order does not arrive to you or gets lost in transit, we can resend the item to you or issue you a store credit.
5. HOW LONG ARE YOUR PRODUCTS IN STOCK FOR AND WHAT ABOUT PRICE FLUCTUATIONS?
Our products can stay in stock anywhere from 1 day to 3 months. Our pricing may fluctuate depending if certain trade, import, or tax policies between countries change.
So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.
6. WHERE IS THE STORE BASED?
We are based in the U.S. With affiliates in Japan, Thailand and China.
7. WHERE DO YOU SHIP FROM?
We ship from sweat-free factories located in Shanghai. So, please expect your items to be shipped separately (if you order more than one item), as different factories specialize in different areas of manufacturing. This way you are able to receive your items internationally without having to pay any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you).
8. WHAT SIZES ARE AVAILABLE FOR YOUR CLOTHING?
We offer different sizes for different clothing. Each product should have their own measurements for you to compare yourself against. If there are none, let us know by email and we can send them to you! Please keep in mind all our clothing production is based in Shanghai, so expect them to be slightly more slim fitting than Europe/US sizing! (usually order two sizes up than normally)
9. WHAT IS THIS STORE'S RETURN AND EXCHANGE POLICY?
Strictly no returns or exchanges unless there are defect(s) in the product(s) and the matter is brought to our attention within one week of your receipt of the item, and our team will be able to help you from there.
Please make sure you are ordering the correct item, size, and color. Make sure to read the measurements listed within each product description. If no measurements are listed, please email us.
Orders cannot be cancelled, unless the purchase was fraudulent.
10. DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE US?
We sure do! We proudly offer for FREE shipping worldwide for orders over $30 . We do this via parcel, this way you can avoid any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you). If you are in UAE, your order needs to include a P.O. Box Number! Otherwise it will not delivered and sent back to us.
11. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Order processing time takes 1-7 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times (more than 3 weeks) due to holiday season or randomly selected inspection done by your country's customs office. You can check on our global tracker for specific shipping times.
12. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
13. WHAT ABOUT POSSIBLE CUSTOM FEES?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country if your order exceeds $1000.
14. WILL THIS ITEM GET TO ME BEFORE _________?
If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.
15. CAN I CHANGE MY ADDRESS/ORDER?
Please email us as soon as possible if you wish to change or cancel your order. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.