FAQs

1. HOW COME SOME OF MY ITEMS DO NOT HAVE TRACKING ON YOUR GLOBAL TRACKER?

If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. :) You can also go to global.cainiao.com and enter your tracking number there for more information.

If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.

2. WHEN CAN I BEGIN TRACKING MY ORDERS?
Order processing time usually takes 48 hours but can take up to 7 business days before shipment. Deliveries can take between 2 weeks to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season or randomly selected inspection done by your country's customs office. 

3. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG?
If your order takes longer than 1-3 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.

Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.

4. HOW LONG ARE YOUR PRODUCTS IN STOCK FOR AND WHAT ABOUT PRICE FLUCTUATIONS?
Our products can stay in stock anywhere from 1 day to 3 months. Our pricing does fluctuate depending if certain trade, import, or tax policies between countries change. Blame your politicians -_-  

So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.
5. WHERE IS THE STORE BASED?

We are based in Canada, but our only location is on the interwebs¬†‚ą©(Ôł∂‚ĖĹÔł∂)‚ą©

6. WHERE DO YOU SHIP FROM? 
We ship from sweat-free factories located in Shanghai. So, please expect your items to be shipped separately (if you order more than one item), as different factories specialize in different areas of manufacturing. This way you are able to receive your items internationally without having to pay any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you).

7. WHAT SIZES ARE AVAILABLE FOR YOUR CLOTHING?
We offer different sizes for different clothing. Each product should have their own measurements for you to compare yourself against. If there are none, let us know by email and we can send them to you! Please keep in mind all our clothing production is based in Shanghai, so expect them to be slightly more slim fitting than Europe/US sizing!

8. WHAT IS THIS STORE'S RETURN AND EXCHANGE POLICY?

Strictly no returns or exchanges unless there are defect(s) in the product(s) and the attention is brought to us within no later than a week! So make sure you are ordering the correct item, size, and color. Make sure to read the measurements in products that apply. If there are no measurements listed, email us at support@ehold.zendesk.com ! If you choose to cancel a order within the processing time, or if an item is returned back to use due to an incorrect address you entered, there will be a $5.00 restocking fee per item, and an additional $5.00 fee if you purchased the product with a credit card. Orders cannot be canceled upon shipment.

9. DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE US?
We sure do! We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you). If you are in UAE, your order needs to include a P.O. Box Number! Otherwise it will not delivered and sent back to us. 

10. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Order processing time takes 1-7 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times (more than 3 weeks) due to holiday season or randomly selected inspection done by your country's customs office.

11. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS?
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.

12. WHAT ABOUT POSSIBLE CUSTOM FEES? 
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country if your order exceeds $1000.

13. WILL THIS ITEM GET TO ME BEFORE _________? 
If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.

14. HOW CAN I CANCEL MY KIWEE CASES MONTHLY CLUB?
In order to cancel your Kiwee Cases Monthly Club, you must stay subscribed for atleast 3 months at regular price. Once that deadline is reached, you can send us an email at support@ehold.zendesk.com and we will gladly cancel your subscription!
15. HOW CAN I CANCEL MY ORDER?
At the moment, we do not accept order cancellations. If you wish to get a refund on your order, you can send the package back to our headquarters once you receive it. Please note that you will have to cover the shipping costs associated with having the items shipped back to us and that these costs will not be refunded to you.

17. CAN I CHANGE MY ADDRESS? 
Address changes are not be possible to ensure fast processing times. Please double check your shipping address details are exact before placing your order as we will not issue multiple shipments of the same order.
18. WHY IS THE CHARGE ON MY CREDIT CARD DIFFERENT THAN THE PRICE ON THE WEBSITE?
All of our items are sold in the USD currency. If you do not have a USD credit card, you will be charged a currency conversion fee by your credit card company.
Have a question?
E-mail us at  support@ehold.zendesk.com