Frequently Asked Questions

Please read our FAQ before sending us a message.

When will my order arrive?

We ship our orders directly from our warehouse located in different locations around the world. We have warehouses located in USA and overseas.

Depending on item purchased, shipping can take between 2 to 3 work weeks (up to 4 weeks**)  after orders are processed. Processing is usually done within 3-7 business days of ordering. 

**Shipping times may be affected during public holidays while manufacturers and couriers will limit their operations at these times. Normal service will resume immediately after each holiday.

**Custom clearance at each country varies, and delay due to custom clearance is beyond our control, should your parcel be stuck at custom processing, we can attempt a contact with the post office for faster clearance but there is no guarantees that this will hasten the custom clearance speed.

Question? Please drop us a mail at: [email protected] or send in a ticket via our contact form.

Which payment methods are accepted in the Online Shop?

Paypal

When you place an order with Paypal you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password.
You may still check out even without a PayPal account as guest. To do so, please click on “Pay with Debit/Credit Card” and you’ll be redirected to a secure page where you can enter your credit card information or complete your payment safely via PayPal.

Pay with Credit Card

Pinotory accepts Visa, MasterCard, American Express, Discover, JCB, China Union Pay, Diners Club and Gift Cards.
We does not collect your credit/debit card number or personal information when you make a payment. All payments are secured by internet secure payment gateway, Stripe.

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order. The tracking number may show up in the postal system as untraceable, it will take 2-5 working days to reflect in the mailing system. If you do not see an update on your tracking, get in touch with us here and our friendly customer service officer will check on your order for you!

You can track your order here on our tracking system. Follow this link, enter your email and order number to see a live tracking of your parcel.

How long will delivery take?

Standard Flat Rate Shipping:

United States 2 to 3 Work Weeks
International 3 to 4 Work Weeks

How secure is shopping in the Online Shop? Is my data protected?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

What exactly happens after ordering?

After ordering you will promptly receive an order confirmation via e-mail. After the order has been processed in our database, the package will leave our warehouse on the same day, or, at the latest, the following work day.

Do I receive an invoice for my order?
Yes. You will receive your invoice in PDF format via e-mail when your order is sent out to you.
 

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