F.A.Q

WELCOME TO OUR CUSTOMER SERVICES PORTAL.
BELOW ARE SOME FAQS TO ANSWER MOST PROBLEMS.

ORDERING

We are sorry to hear this. Please contact our customer service team by using our contact us form and we will do our best to resolve this issue for you.

If you have placed an order recently and have changed your mind or have placed an order incorrectly you can change your order within 24 hours by contacting our customer support.

If 24 hours have passed, our staff cannot change or edit the order due to administrative reasons.

Let us know at info@arcsand.com that you'd like to cancel your order as soon as possible within 24 hours after the order has been placed. Don't forget to include your order number and the reason why you'd like to cancel.

As long as the package is not already processed or shipped, we can cancel your order and issue a full refund.

DELIVERY

We ship worldwide.

We do not ship to Cyprus, Ecuador, Jordan, Kuwait, Maldives, Moldova, Oman, South Africa, and Sri Lanka.

However, we're actively expanding the destination to more countries in the near future.

You can sign up for notifications in our website or you can check out our Instagram and Facebook to get more updates!

We have 2 options for the shipping method :

1. Standard Shipping (FREE of charge).
2. Premium Shipping (Different charge for every country).

For more details about our shipping charges, please check our Shipping Policy.

The shipping time is different for every country. You can check the details on our Shipping Policy.

When you get your shipping confirmation email you also find your personal tracking number in that same email. You can copy the tracking number and Track it Here.

After getting the shipping confirmation mail it can take up to 3 days until the tracking code is active. If you still experience problems after 3 days, please don't hesitate to hit us up via info@arcsand.com

Kindly be noticed that international shipping would take a long time to reach the destination.

1. Once we've finished to process your order, we will bring your package from our warehouse to the local post office.

[Our staff will deliver it within a day after your order has been processed.]

2. The local post office will take your package to the international airport's warehouse and waiting for any available flight to your country.

[This process may take 1-3 weeks].

3. After your package has arrived in the destination country, it will be checked by the customs clearance at your country.

[This custom clearance process usually takes 1-3 days].

4. After the custom clearance process has been finished, the package then will be processed by the local courier in your country like USPS, Royal Mail, DPD Austria, UPS, DHL, etc. and deliver the package to your door.

[This process usually takes 3-7 working days].

We sincerely hope it can arrive fast, and you can be satisfied with our Arc Sand.

If you need any assistance about your order, our customer service will be 24/7 available to get in touch with you.

Sometimes, online tracking makes updates before your package has actually reached your door. The package will often arrive within 2-3 days.

If your package has been marked as delivered, but you haven't received it, here's what you can do:

1. Wait 2-3 days to see if it arrives.

2. Check with building management or housemates to see if someone collected it on your behalf.

3. If you still can't locate the package, reach out to us at info@arcsand.com so we can help with next steps!

Unfortunately Yes!

Due to coronavirus (COVID-19), delivery times are taking longer than usual. Logistics may also be delayed.

These are out of our control, We apologize for any inconvenience caused.

PAYMENT

ACCEPTED


- PayPal

- Visa

- MasterCard

NOT ACCEPTED

- Cash on Delivery
- Bank Wire

You will be billed in your chosen currency. However, Arc Sand currently allows for checking out only in United States Dollar

Unexpected extra fees are something no one ever looks forward to, and we apologize if you were not aware that duty fees can sometimes apply on international orders. There is always a chance that your country will charge customs/duties fees for goods over a certain value that are entering the country. Customs duty fees are tariffs or taxes imposed on goods when they cross international borders. Unfortunately this is out of our control because these fees are not collected by Arc Sand.

We don't currently have the ability to include these fees at our checkout because every country has different policies that change frequently.

REFUND AND RETURN

Due to the customized nature of all of the products we produce at Arc Sand, we cannot offer returns. Your Arc Sand is designed and crafted with care and is entirely personal for you. The Arc Sand is made by order and all orders are final.

We will happily refund any items that meet several conditions as it is said in our Refund Policy.

CONTACT US

If you have additional questions, concerns or comments, please use our CONTACT US form and you will be met with an answer swiftly.