FAQs
🛒 Ordering
Q: How do I place an order?
A: Simply choose your desired product, select options such as size and quantity, and upload your artwork or logo if required. After placing your order, we will email you a digital mock-up for final confirmation before production.
Q: Can I cancel or change my order after placing it?
A: You may cancel your order within 12 hours of purchase. After 12 hours, or once the digital mock-up has been approved, your order enters production and cannot be canceled, changed, or refunded unless it is faulty.
🎨 Customization
Q: What kind of artwork files do you accept?
A: We accept high-resolution files such as .AI, .EPS, .PDF, .SVG, or high-quality PNG/JPG. If you're unsure, our team can help optimize your design after you place your order.
Q: Will I see a preview before production?
A: Yes! We will email you a digital mock-up for your approval before production begins. Production starts only after you approve the mock-up.
⏱ Processing & Shipping
Q: How long does processing take?
A: Standard processing time is 3–7 business days. For urgent orders, please contact us via email or WhatsApp for rush options.
Q: Do you offer international shipping?
A: Yes! We offer free express shipping to many countries including United States, Canada, Australia, New Zealand, United Kingdom, Germany, France, Spain, Italy, Netherlands, Sweden, Finland, Switzerland, Ireland, Greece, Portugal. For other regions, contact us for a custom quote.
Q: How long is delivery?
A: Delivery typically takes 3–5 business days after shipping. Total time from order to delivery is usually 6–12 business days.
💳 Payment & Security
Q: What payment methods do you accept?
A: We accept all major credit and debit cards, Apple Pay, and Google Pay. All transactions are 100% secure.
Q: Is my payment information safe?
A: Absolutely. Our site is SSL-encrypted and payment gateways are PCI-compliant to ensure your information is fully protected.
🔁 Returns & Refunds
Q: Do you accept returns or exchanges?
A: We only accept returns, refunds, or exchanges for faulty or damaged products. Claims must be submitted within 3 business days of delivery with photo and video evidence. For full details, see our Return Policy.
📦 After-Sales & Support
Q: Will I receive a tracking number?
A: Yes. Once your order ships, you’ll receive an email with the tracking number so you can follow its progress in real-time.
Q: My item arrived damaged. What should I do?
A: Please contact us within 3 business days of delivery with clear photos and videos of the damage. We will assess and offer a suitable solution.
Q: How can I contact you?
A:
📍 Hong Kong Office (Headquarters)
SINEPO INDUSTRIAL CO., LIMITED
Flat/Rm 08, 15/F Witty Commercial Building,
1A-1L Tung Choi Street, Mong Kok, Kowloon, Hong Kong
🏭 Mainland China Factory
Floor 2, Building 3, No. 45, Shatou Street, Donghuan Road,
Panyu District, Guangzhou, Guangdong, China
📧 Email: support@fastcustomtents.com
📞 WhatsApp: +86 18814133336