FAQs

SHIPPING & DELIVERY

When will I receive my order?

  • At Regalodeti.com, all items are made to order. Each order has an average processing time of 2-6 business days. So please take this time into consideration when placing your order.
  • During peak seasons, production time may take longer time
  • Once your order has been dispatched, rest assured that you’ll receive a notification which contains information such as tracking details & carrier tracking site through email. For further clarification or concerns, you may also contact us through customercare@regalodeti.com.

How can I track my order?

  • We send an email notification with the tracking url when your order ships out. Please look for that email. It may have been delivered to your spam or junk mail. If you have a gmail address, please check your promotion tab.
  • You may also reach us via email address customercare@regalodeti.com with the subject “track an order”. Our automated email will be sent to you with the tracking url of your order.

My tracking number doesn’t work.

  • In most cases, updates regarding first tracking events only gets posted upon receipt of the order by the local facility. Thus, please be advised to check for updates 48 to 96 hours after receiving the tracking number.
  • Please take note as well that in certain instances, some carriers take a longer time to update status of tracking of order depending on the product type ordered.

My order tracking number stopped updating.

  • Please be informed that it’s normal for the updates regarding your order’s tracking information to be delayed for few days. This is due to several reasons such as weather incidents, customs clearance, carrier backlogs, high volume of orders depending on the season, etc. Rest assured though that we are doing our best in facilitating the shipment the earliest time possible. We ask for your patience and understanding.
  • Contact us if your tracking doesn't update more than 5 business days since the last update for local shipment, or more than 10 business days for international.

Why was my order shipped separately?

  • Our stocks & warehouses are spread out across various locations to cater our clients faster than ever. For this reason, orders with multiple items may be shipped separately as well. Please keep this in mind when receiving deliveries. Rest assured though that all your orders will get to you the soonest time possible. 

My order was shown “Delivered” but nothing was received.

  • Cases like this may be because of the following instances:
    • The package may have been received by your neighbors or housemates in error. You may also want to check with them first.
    • The parcel may have been delivered to your PO Box so kindly check the Post Office first.
    • Some carrier’s delivery vans may have unintentionally erroneously tagged your shipment “delivered” due to the auto update of their GPS. Kindly allow 2 to 3 days more for the actual delivery of the package.
    • If everything else was done & nothing was delivered, you may contact us through customercare@regalodeti.com.

How much does shipping cost?

  • Shipping cost may vary depending on your location & the weight of the order & will automatically be computed upon check out.
  • We provide free US shipping for orders more than $50 and free Canada shipping for orders more then $100.

Do you offer express shipping?

  • We do have an expedited shipping option for US orders. You will see that shipping option at check out.

Where do you ship from?

  • Regalo de Ti products are printed & ship out from across multiple warehouse in the US.

I’m not from the US, can I order?

  • Currently our shipping services are made available to US and Canada residence only. 

The tracking shows my order was returned.

  • The two common reasons why this happened may be because of:
    • Incorrect or insufficient shipping address. For instances like this, small reshipping fees will apply.
    • Failure to collect your package upon delivery attempt from the post office. Unclaimed packages will be safe kept for an extended period for pick up before they get shipped back to the sender. A replacement will be sent in cases of failing to collect the package on time. Please take note that the alternative of sending replacement packages can only be utilized once so kindly ensure to be able to claim the second package.

 

ORDER MODIFICATION / CANCELLATION

How do I modify my order?

  • For this request, you may contact us through our email address customercare@regalodeti.com. Please provide important details such as order number & specific changes you’d like to be applied.
  • Please be advised that request for changes on the order can only be taken care of within 2 hours of placing the order. Be very specific & accurate with providing critical details such as shipping address, order variant, or quantity. Modification requests of order may take longer during holiday season just to set proper expectations.

How do I cancel my order?

  • We regret to hear your cancellation. If you’d like to request for cancellation, feel free to send us an email to our email address customercare@regalodeti.com. Please be advised that order cancellation request can only be catered within 2 hours of order & will be locked for processing beyond that time frame. It would be of great help to us if you can also provide the reason for cancellation & we’ll be looking forward in doing business with you again soon.

 

AFTER- SHIP ISSUES 

What if I receive a damaged/defective item?

  • We sincerely apologize for the damaged/defective/broken item(s) you received. We’d like to provide the best resolution possible so we’d appreciate if you can promptly contact us through our email address customercare@regalodeti.com  & share us important details such as photos or videos that show the damage or defect for better assistance the earliest time possible. You may also refer to the same email address regarding our refund policy. Lastly, we strongly recommend not to use the defective/ damaged item any longer.

I received someone else’s order/item.

  • Our sincerest apologies for the mix up. Please email us a photo of the item you received to our email customercare@regalodeti.com so we can send the replacement the earliest time possible.

I am still missing other items in my order.

  • Our stocks & warehouses are spread out across various locations to cater our clients faster than ever. For this reason, orders with multiple items may be shipped separately as well. In cases of missing other items in your order, you may take the following steps:
    • Verify your tracking confirmation email or order packing slip to double check if items might be arriving in separate shipments. If the missing item was shipped from a different fulfillment location, it may still be in transit to you.
    • If done with the step above & you still have no update regarding the missing item, you can promptly contact us through our email address customercare@regalodeti.com.

 

ORDER PLACEMENT

How to place an order?

  • First, browse the product list & select your preferred choices. You may customize your order to your hearts’ content too. Next, click the “add to cart” option then hit “check out”. Fill in all necessary information required especially the shipping details. Lastly, select your preferred payment method & complete your transaction.

I can’t find my order confirmation email.

  • Upon successfully completing placing & processing the order, an automated email should have been sent to your email. However, if by any chance you can’t find any confirmation email, please perform the following steps:
    • Check the spam/junk/promotion tab in your email.
    • Delete old messages in your inbox which may no longer be of importance to free up some space or storage in your email.
    • Make sure you’re looking at the same email address you provided when you were filling up information during the order process.
    • If all the steps above were done & you still haven’t received the email, you can promptly contact us through our email address customercare@regalodeti.com to notify us about what’s happening.

Do you accept personal customized requests?

  • As of the moment, we only offer items & designs available on our website. We’d love to hear from you though if you have any suggestions or ideas that we could consider offering in the future. Just contact us through our email address customercare@regalodeti.com to send your input which we’d certainly love to see.

How do I use my discount code?

  • It’s simple. Upon check out of order, insert the discount code on the discount box then hit the “apply” button.

    I can’t apply multiple codes to my order.

    • At the moment, Regalo de Ti only allows one discount code to be applied per transaction.

     

    PAYMENTS 

    How can I pay for my order?

    • Please take note that the primary currency we use is US Dollar. For that reason, be sure to check first the currency exchange rates before processing payment. We offer convenient & safe payment method you can choose from thus you can pay using your PayPal, Credit card (such as Visa, Master Card, American Express, Discovery, etc.).

    Which payment method and currency are accepted?

    • Please take note that the primary currency we use is US Dollar. For that reason, be sure to check first the currency exchange rates before processing payment. The total price of the product may vary if your bank uses a different currency. We accept payment method through either Paypal or Credit Card. You may reach us via email address customercare@regalodeti.com for any concerns related to your order. We would love to hear from you.

    Will my card's information be safe?

    • Shopify Inc. provide us with the online e-commerce platform that allows us to sell our products and services to you safely. All data encrypted are safely stored securely behind a safe firewall. If you choose a direct payment gateway when completing your purchase, Shopify stores your credit card data & is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Once purchase transaction is completed, your purchase transaction information is deleted. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. o All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council.

    Why was I charged twice?

    • If your transaction was paid through PayPal, the second charge might have been a preauthorized charge from PayPal. We strongly recommend you contact PayPal to turn off or remove preauthorize setting in your account.
    • Contact your bank to verify if the second charge might have something to do with a pending transaction when processing a payment using credit card.
    • Upon doing the steps above & you still don’t see any changes on your account within 5 to 7 business days, you may reach us via email address customercare@regalodeti.com to ask for further assistance.

    My card is declined. What’s the reason?

    • Double check the accuracy of important details such as card number, expiration date, security code & billing address. If you found some errors, try updating the information again & see if it goes through this time.
    • Make sure your card is allowed internationally.
    • Make sure your card has sufficient fund, is not blocked & has enough ceiling for the amount to be paid in your particular transaction with us.
    • If everything else is done & still did not work, we strongly recommend you call your bank or credit card company to resolve the matter.