F.A.Q.
Thank you for checking out our Frequently Asked Questions (FAQ) page!
Below are some questions and answers that may be helpful :)
Q: How can I choose the right size of a bandana for my furkid?
A: Although our bandanas are classified into three sizes (Small, Medium and Large), they are quite flexible to the neck measurements and they fit well with most collars on the market. Just grab any collar on hand and slip it through the slot on the bandana, and voilà! If you are looking for a more accurate measurement of the bandanas, the relative info can be found on the product pictures for each bandana collection. Despite the flexibility, one may not want to buy a large size bandana for his/her Chihuahua, unless the doggie needs a cloak. But hey, be creative ;)
Q: After placing an order, how long can I expect to receive it?
A: As we are operating a make-to-order business, a certain amount of crafting time is necessary for us to process your order. For the ready stock items, we will ship them out as soon as we can. It usually takes 3-4 working days for us to process and ship out your order after we receive it. After being shipped, you may expect to receive your order within the time frame as selected during check-out. For the customized items and Pre-order items, it usually takes us 1-2 weeks of making, depending on the number of orders we have on hand.
Q : Can I wash my bandanas? If I have a customized bandana, how can I clean it?
A: Simply remove any dirt with a piece of soft and damp cloth. If a wash is needed, gentle hand wash with cold water and neutral PH detergent. Air dry in a shady area to avoid direct sunlight. Do not soak in water for a long time, as it may cause discoloration. Do not use softener. Do not scrub. Do not tumble dry. Do not dry clean. Iron in low temperature from the reverse side and with a piece of cloth in between the bandana and the iron. The name vinyl may peel off or even melt if not treated right.
Q: Can I track my order and how?
A: The answer is Yes! We ship with couriers that provide a tracking number for you to track you order. When your order is ready to ship, you will receive an email notification with the tracking number.
Q: What happens if I don’t receive my order/ my parcel is lost?
A: We are so sorry to hear that! As all of our shipments are tractable, the shipping status can be checked on the courrier's website. However, unfortunately, once the parcel is shipped with our courrier, it is out of our control. If you need further assistance, please write to enquiry.nanaandme.co@gmail.com, and we will try our best to help.
Q: What if I find my parcel is broken and the items inside are faulty?
A: In order to hold up to a high product quality standard, we carry out careful inspections on our products before they are shipped. If you find your parcel is broken and the products inside are damaged, please take photos of the damaged box and items, and send them to enquiry.nanaandme.co@gmail.com for further assistance.
Q: If I changed my mind, can I refund / return / exchange?
A: Different scenarios may apply:
- For products with customization: We’re sorry that these products are not refundable or exchangeable.
- For products without customization, when the original packaging is intact(including hang tags, bags, stickers, etc.) and:
- After payment and before shipping: Fill out the form on Contact Us page to initiate a refund or exchange.
- After shipping and before delivery: The unopened parcel can be returned and you will get a refund of the products after the returned parcel is received and checked for its intactness by us. The amount of refund only covers the amount of products on the receipt at the point of sale, excluding any postage as it has already been paid. If the postage was waived at the point of sale, the amount of the postage will be deducted from the refundable amount. Also, the customer has to bear the whole return postage, if any.
- After delivery of the parcel: Unfortunately, due to hygiene reasons, all delivered bandanas are not subject to refund, return or exchange. However, scrunchies and poop bag holders are eligible to be returned and refunded only if they are unworn and unwashed, while the original packages are intact and are as same as they were shipped. The eligible items can be returned and you will get a refund of the products after the returned parcel is received and checked for its intactness by us. The amount of refund only covers the amount of products on the receipt at the point of sale, excluding any postage as it has already been paid. If the postage was waived at the point of sale, the amount of the postage will be deducted from the refundable amount. Also, the customer has to bear the whole return postage, if any.
For any other questions you may have, feel free to fill in the form below! We will reply as soon as we can :) Hope you enjoy your shopping & stay tuned for our latest updates!