FAQ

Frequently Asked Questions (FAQ)

 

How and where are the product made?

Our strategic partner has shipped over 40 million items using the very same process we offer at Secret Art Lover.  Each item we sell is made to order using the most advanced permanent print on demand technologies.  The printed fabric is then cut and sewn in one of our partner facilities by experts.  Our main facilities are in California and South Carolina with additional manufacturing capabilities in Europe, Canada, Australia and Mexico.

 

How can I track my order?

Once the package is ready and shipped, you will receive a notification with the tracking number.

 

Support if you have a product issue?

Please keep your order tag that comes with your shipment. It has a REPORT ID on it and will be needed to help seed up any quality control issues.  If you do have a quality issue with any product within 30 days please contact us at secretartloverinfo@gmail.com to submit photos of the issue and we will work to get it resolved. We have great reviews because we care!

 

How Fast will my order ship?

Usually, it takes 4–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

(USA: 4–7 business days), (Europe: 1–2 weeks), (Australia: 1–2 weeks), (International: 10–28 business days)

 

Do you ship worldwide?

Yes, we do. international shipping depends on your location. You can see if an item is available for your country once you start shopping. The shipping can range from 7-28 business days after the fulfillment. We don't take responsibility of any possible delays.

*These shipping times are estimates, not guarantees.

 

Where will my order ship from?

Our partner facilities are located in California and South Carolina with additional manufacturing capabilities in Europe, Canada, Australia and Mexico.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

What is your return policy?

If you are not satisfied! - Contact us immediately through secretartloverinfo@gmail.com or though our contact page here on the website and we will do our best in our power to make this right for you, whether that's a refund or a replacement will be decided by our providers.

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at secretartloverinfo@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.

Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer.

Please read our full Refund Policy to learn more about this topic

Sizing

Please refer to each product and the sizing charts located under the descriptions.  (We do not take exchanges on product sizing issues as each item is made to order as well as health concerns.  We will work with you with a discount to assist in correct sizing, just contact us.

 

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Shipping & Delivery

Domestic shipping can take up to 5 business days.

Foreign shipping could take up to 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

Shipping rates can vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.

Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Warranty & Repair

All our products are subject to quality control.

Our warranty provides a guarantee against manufacturer defects.

The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

An extended warranty can be added to your products for an additional cost.

Please get in touch for more information about extended warranties.

The extended warranty could come at a different cost depending on the type of product and extended period.

Please get in touch for more information.

Returns & Refunds

Yes, we offer full and partial refunds.

Please enquire for more information about our Refund policy.

A refund request can be submitted within a month after the purchase is made.

In the case when theproduct and packaging are unopened and undamaged, you areeligiblefor a full refund.

In the case whenthe packaging has been opened and the product has been used, you areeligiblefor a partial refund.

In the case when aproduct has been damaged, and the damage is not covered by your warranty, you arenot eligiblefor a refund.

Please check our Terms of Service to see if you're eligible for a refund.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.