Ordering

1. I tried to use a discount code and it didn’t work.
   • Check to make sure the code was copied properly and click “Apply.” If the code still doesn’t work, please contact us at support@paybackgift.com

2. I would like to cancel my order.
   • We are only able to cancel orders the same day the order was placed or the next day. 
   • If you ordered a “pre-order” item, please contact us at support@paybackgift.com
   • If your order has been shipped, please wait until you receive your order.

3. I would like to change my order.
   • If you wish to add or remove items from your order, please contact us at support@paybackgift.com within 24 hours of placing your order.

4. The item I received doesn’t look like the picture on the website.
   • Please send us a picture of the item you received so we can confirm the correct product was shipped.

5. My item is broken.
   • Please send us a picture of your item to support@paybackgift.com
   • If it has been more than 60 days since your item was delivered, please note we cannot offer a replacement or a refund for your item.

6. I made a mistake with my address.
   • Please check your address on your confirmation email which is sent after purchase.
   • If there is a mistake with your address, please contact us at support@paybackgift.com within 24 hours of placing your order.

7. I didn’t receive an order number. How do I know my order is complete?
   • Our system sends a confirmation email after you make your purchase and it includes your order number.

8. Has my order been shipped yet?
   • Our system will send you a confirmation email with tracking information once your order has been shipped.

9. This is a gift – do you have any gift options or a gift receipt?
   • Unfortunately, we do not have gift options right now.

10. What methods of payment do you accept?
    • We accept payment from PayPal, VISA, MasterCard, American Express, and Apple Pay.

11. Do you offer wholesale prices?
    • Yes, we provide wholesale prices! Please contact us at support@paybackgift.com

12. My card was declined. Please help!
    • This is a common issue for customers that have a stronger protection on their credit cards.
    • The correct entering of your card number, expiration date, and security code (CVV) are the primary factors used by your bank when determining whether to accept a transaction.
    • If your card is declined, a phone call alerting your provider of your intended purchase lifts the protection.

Shipping

13. Do you ship internationally?
    • Yes, we do!

14. What is the cost of shipping?
    • Our shipping costs vary depending on the product weight and location. Our domestic rates start at $3.99 and our international rates start at $8.99.

15. When will you ship my order?
    • All items are subject to a handling period before they are shipped. Orders are shipped within 3 days. Our system will notify you via email when your order has been shipped.

16. Where are my items coming from?
    • Our fulfillment house is in the USA, though some of our specialty items are located in other countries such as Australia, Germany, United Kingdom, China, and India.

17. How long does it take for an order to arrive?
    • Customers typically receive their orders within 2-3 weeks. The shipping time may vary for international customers.
    • Pre-order items will be shipped 3-4 weeks after purchase.

18. Will my order be shipped in one package?
    • For logistical purposes, items in the same order may arrive separately. We do this to ensure that items are shipped to our customers as quickly as possible.

19. I received a tracking number but it hasn’t been updated.
    • Check the tracking number 3-4 business days after shipment date.

20. Do I have to pay import taxes/duties on an international order?
    • We try our best to make sure you don't have to pay additional import or customs taxes/duties but sometimes it is out of our control.
    • If you are charged additional taxes/duties, you are responsible for payment. We are not responsible for any taxes/duties applied to your package.

Website Inquiries

21. Do you have a mailing list?
    • Yes we do! Please see the sign-up button on the homepage.

22. Please remove me from your mailing list.
    • You can unsubscribe from our newsletter directly in your email.

23. Where is your company located?
    • Our fulfillment house is in America and our customer service office is in Canada.