FAQ

ORDERING

Do I need to have an account to order?

It is not required, you can place an order as a guest. But, there are some perks if you create an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new arrivals, flash sales and special promotions
What if I forgot my password?

Go to your login page, click on “Lost password?” and you’ll be redirected to a page where you can create a new password.

What if I typed in the wrong email address or other order details?

Please contact us so we can update your email address. We are unable to change your order once it is placed, however, we can assist to change small details in your email address, name on order or shipping address.

What is the exchange rate?

All of our transactions are processed in US Dollars. If your credit card is in another currency, your order will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction. 

You can change default currency by clicking on the upper right corner of Pinotory website, and select your currency. All prices are in USD, price reflected at checkout will be an estimate of the final charge. The currency exchange rate will depend on your bank rate on the day the transaction is processed.

  • US Dollar (USD)
  • Euro (EUR)
  • Pound Sterling (GBP)
  • Australian Dollar (AUD)
  • Canadian Dollar (CAD)


What payment methods do you accept?

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.

My credit card was declined, what do I do now?

The majority of declined payments occur because of an incorrect billing address. Ensure that the address is entered accurate and complete. If the problem persists, reach out to your banking institution.

How secure is my online transaction?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, Stripe, where your card and transaction is authorized and approved. 

Pinotory does not collect your credit/debit card number or personal information when you make a payment. 

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.

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.

I ordered 2 items, why did I only receive one?

Don’t worry if you receive different items in your order separately, they will all reach you eventually. We ship out items individually to reduce waiting time as our warehouses are located in different regions. You would not be charged extra if your purchase is from 2 or more warehouses, that is on us!

 
Some items are missing in my order. What can I do?

If your order has a missing item, please contact us via our contact form or directly via email: [email protected]

Missing parcel, missed deliveries and other issues with deliveries.

Missing Parcel

In a case of a missing package on orders placed in the United States we will offer a refund or send out a new package, this only applies to packages that were never delivered to you. If your package was delivered to your postal code but you did not receive it, it is your responsibility to contact the post office and resolve the issue. You can file a claim for the missing package. We are not responsible for non-receipt due to postal theft. 

Missed Deliveries

If you missed your delivery, you can arrange a re-delivery with your local post office. For parcels not retrieved and are returned to us, we will charge a re-delivery fee of 4.95 USD per order.

Delays and Issues with Delivery

Please note that we are not responsible for Postal delivery schedule, nor are we responsible for any items that are delayed. It is buyer’s responsibility to ensure that all address details provided are correct, we cannot be held responsible for deliveries that are delayed or lost due to an incorrect or incomplete address being provided.

Phone support?

We don’t have phone support, but please don’t take this as a lack of interest! We’d love to help you. Many of the answers to your question(s) can be found in this FAQ. If you still need help after reviewing this content, please send us an email.

 
My parcel was returned! Help!

Refused, unclaimed, undeliverable orders or merchandise returned due to customers’ error are subject to 20% restocking fee in addition to all shipping charges.

 

SHIPPING

Do you ship internationally?

Yes, we ship worldwide. 

Please note that any taxes, duties, or fees incurred are the responsibility of the recipient. For more information, please refer to our Shipping Policy. Feel free to contact us if you have any questions related to international shipping.

When will my order be processed?

It normally takes 3-5 business days for us to process your order. This excludes holidays and weekends. Please allow extra time for your order to be processed during holidays and sale seasons.