Order, Shipping & Return Policy
At Kreme City Supplies, we are dedicated to providing our customers with a smooth and efficient ordering experience. Our order processing policy outlines the steps involved in placing an order, processing and shipping the order, and handling returns and exchanges. Clear communication and transparency are essential to providing exceptional customer service, and we are committed to ensuring that our customers are delighted with their purchases.
Order Processing Policy:
1. Order Placement:
Customers can order through our website or our Facebook Page (Kreme City Supplies) during business hours (Monday to Saturday, 9:00 am to 5:00 pm). Our website provides a secure and easy-to-use ordering system that allows customers to browse our products, select the items they want to purchase, and check out securely. Customers who will order directly on our Facebook page, kindly be specific about your order to avoid errors.
2. Order Confirmation:
Once an order is placed, kindly send us a copy of your order reference number on our Facebook page. Customers will receive a message from our representative via our Facebook page that includes a soft copy invoice, mode of payment, and any other relevant information. Please be informed that we only allow 24-hour reservations. If the payment has not been settled within the given time frame or there is no other update from the customer, Kreme City Supplies will automatically cancel the order.
If there are any issues with the order, we will contact the customer promptly to resolve them.
3. Order Fulfillment:
We strive to process and ship orders as quickly as possible. Orders received before 5 PM PHT on business days will be processed and shipped the same day. Orders received after 5 PM PHT will be processed and shipped the following business day. We will notify the customer promptly if there are any delays in processing or shipping the order. Kindly also observe our estimated time for assembling your orders with a time frame of 20 - 60 minutes, and for bulk orders, the estimated time is 60 - 120 minutes, depending on order lineups.
4. Shipping:
We offer standard and expedited shipping options. For same-day delivery, the client will shoulder the booking and the fare and is expected to send the rider's name to our Facebook page for verification. Standard shipping typically takes 5-15 business days, while expedited shipping takes 1-5 business days, depending on our selected courier. Shipping fees vary depending on the shipping method and the customer's location. Customers will be notified of applicable shipping fees before completing their order. We recommend ordering via our Shopee, Lazada, and TikTok Shop for faster shipping.
5. Returns and Exchanges:
We want our customers to be delighted with their purchases. If, for any reason, a customer is not satisfied, they may return or exchange the item/s within three ( 3 ) days of the delivery date. Please note that there must be proof of receipt to verify if the request is within the given period. Items must be returned in original condition, packaging, exact batch code, and expiration date with our stocks. The customer is responsible for any shipping fees associated with the return or exchange. Strictly No Return, No Exchange.
For Defective Returns or Faulty Products (s): We reserve the right to require proof from the customer before we process the exchange items.
Documents to be submitted shall include but are not limited to the Photo of defective or faulty product(s), and invoice. Additionally, returned product(s) must be 100% complete, including the packaging, and manual (if provided originally).
6. Customer Service:
Our customer service team can assist customers with any questions or concerns. Customers can contact us by phone, email, or chat during business hours. We strive to respond to all inquiries within 24 hours except holidays.
7. Privacy and Security:
We take the privacy and security of our customers' personal information seriously. We use industry-standard security measures to protect customer data, and we will never share or sell customer information to third parties.
Date of Effectivity: April 25, 2023