Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We offer three shipping options based on your preference:
- Free Standard Shipping (21 days) – Available for all orders at no additional cost.
- Fast Shipping ($4.99, 10 days) – Priority processing for quicker delivery.
- Express Shipping ($14.99, 7 days) – The fastest option for urgent orders.
📌 Order Processing: Orders are processed within 24-48 hours, and you will receive a tracking number via email once your order ships.
Creating an account is easy and helps you track orders, save shipping details, and manage returns.
- Click on the “My Account” page on our website.
- Select “Create an Account” and enter your details.
- Check your email for verification and confirm your account.
Once registered, you can log in anytime to view your order history and shipping updates.
If you need to update your shipping address, please email contact@shopwalrus.com within 12 hours of placing your order.
🚨 Note:
- Once your order has shipped, we cannot change the address.
- If the address is incorrect, you may need to contact the carrier for possible rerouting.
After your order has been processed and shipped, you will receive an email with a tracking number.
To track your order:
- Visit our Order Tracking page.
- Enter your tracking number.
- Get real-time updates on your package’s location.
If you haven’t received your tracking details within 3 business days, reach out to us at contact@shopwalrus.com.
No, we do not store or keep any credit card details on file.
All transactions are processed securely through encrypted payment gateways, ensuring your sensitive information remains private and protected.
For additional security, we recommend using PayPal or other trusted payment options available at checkout.
Sales tax may apply depending on your location and local tax regulations. Any applicable sales tax will be calculated and displayed at checkout before you complete your purchase.
For international orders, customs duties or import taxes may apply, which are the responsibility of the buyer.
We ship to most countries worldwide! 🌍
To check if we deliver to your location:
- Add your items to the cart.
- Proceed to checkout and enter your address.
- If shipping is available, you will see the delivery options.
For any shipping inquiries, feel free to contact our support team.
Most orders are shipped in one package, but in some cases, items may arrive separately.
📌 Why does this happen?
- Items may come from different warehouses.
- Some products ship faster than others.
- Supplier availability may require separate shipments.
If your order is shipped in multiple packages, you will receive separate tracking numbers for each shipment.
If you need to swap an item
Returns and Exchanges
We want you to be 100% satisfied with your purchase! We offer a 90-day return policy for all orders.
📌 Return Conditions:
- Items must be unused, undamaged, and in original packaging.
- Returns must be initiated within 90 days of delivery.
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
💰 Refund Process:
- Once we receive and inspect the item, refunds are processed within 5-7 business days.
- Refunds will be credited back to your original payment method.
- If the return is due to our error (wrong or damaged item), we will cover the return shipping cost.
To start a return, contact us at contact@shopwalrus.com with your order number.
We sincerely apologize for the mix-up! Please follow these steps:
- Email us at contact@shopwalrus.com within 7 days of receiving the item.
- Attach clear photos showing the item and packaging.
- We will review your request and send the correct item ASAP or issue a refund.
If your order arrives damaged, we’ll make it right!
📌 Steps to follow:
- Take photos of the damaged item and packaging.
- Email us at contact@shopwalrus.com with your order number and photos.
- We will process a replacement or refund after reviewing the damage.
We may request that you return the damaged item, in which case we will provide a prepaid shipping label.
Once your return is approved, we will provide you with the return address and detailed instructions via email.
📌 Important:
- Do not send returns without contacting us first, as unauthorized returns may not be processed.
- We recommend using a trackable shipping method for your return.
For return inquiries, email us at contact@shopwalrus.com.
We are here to help! 😊
📩 Email us: contact@shopwalrus.com
📅 Support hours: Monday – Friday, 9 AM – 6 PM (EST)
📌 Response time: We typically respond within 24-48 hours.
For faster assistance, please include:
- Your order number (if applicable)
- A detailed description of your issue
🚨 Act fast! If you entered the wrong address, email us at contact@shopwalrus.com within 12 hours of placing your order.
📌 If your order has NOT shipped:
- We will update your shipping address free of charge.
📌 If your order has already shipped:
- We cannot change the address.
- You may contact the shipping carrier to request a redirection.
Please double-check your address before completing your order to avoid any issues!
Yes, but only within 12 hours of placing the order.
📌 To cancel or modify an order:
- Email contact@shopwalrus.com with your order number and request.
🚨 If your order has already been processed or shipped, we cannot cancel it. However, you can return the item once it arrives (following our return policy).
Yes! If an item is currently out of stock, you may have the option to pre-order it.
📌 How pre-orders work:
- The estimated restock date will be listed on the product page.
- You can place your order, and we will ship it as soon as it becomes available.
- You will receive a confirmation email once your item is on the way.
If you have any questions about pre-orders, feel free to contact us.