COVID-19: Information & FAQ
To keep our customer service efficient during the pandemic, we have gathered information concerning COVID-19 to this comprehensive article. Your question or concern will most likely be answered here. Therefore, before contacting us, read this article carefully – that will help the customer service to answer emails faster. Your question may also be answered here.
Thank you!
Where is my order? Have my items been shipped?
You will receive the order confirmation email immediately after purchase. It will include your order number (for example #123456) and a summary of your order. Please check that you have the correct sizes/colors. If there are changes that need to be done to your order, contact us within 24 hours and state your order number and the changes that need to be done in the first email.
Orders will be shipped as soon as possible after we have processed them. Under these conditions however the dispatching can take a few days. Whether the item has been shipped or not, you can not cancel your order after 24 hours from purchase.
As soon as the courier has collected your package, you will receive the shipping confirmation email. This email will include item and tracking information if the tracking is available. Remember to check your spam folder! Please note that the tracking will not be available immediately, it takes few days to start updating the status.
Patiently keep checking the tracking status every now and then, the estimated arrival date will be updated closer to the delivery.
Why my tracking number still not update?
We’re located in Hong Kong SAR, China. Your package will be shipped overseas to the destination countries. When it arrives your country and is released from local customs, your tracking number will be updated further.
Please notice that due to COVID-19, airline canceled nearly 80% of its flights, the transport capacity is in a short supply and the air space is extremely tight. Unfortunately, but we cannot guarantee any specific shipping date.
When will my order arrive?
We can't give you an accurately estimated arrival date due to unstable conditions. The shipping time varies due to several factors such as distance and shipping delays. Usually items arrive within 15-20 days from the day you receive the shipping confirmation email, but at the moment we can't guarantee that your item will be delivered within that time period. However, so far shipping times have been around 15-20 days and we hope it will stay that way!
If you still not received your package within 30 from the day it shipped, please email us with your order number to info@ntbhshop.com
How can I cancel my order?
If you want to cancel your order, it has to be done within 24 hours from the purchase by emailing us. We can't cancel orders that are already processed or in transit. In this matter we kindly ask for your patience and understanding as the shipping can take longer than expected.
If there any things you concerned about please don’t hesitate to contact us.
We are extremely thankful to everyone for supporting small businesses in these uneasy times. Stay safe and take care of each other!
With love,
ntbh team
