Shipping policy FAQ

Shipping policy


Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.

Where are you based?

We're happily based in Savska 59, Ostruznica, 11 251 Belgrade, Serbia.

How long will Order Processing take?

The time frame for order delivery is divided into two parts:

  • Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and China Post process the orders, which takes an additional 2–4 days.
How long will it take for me to receive my item?
  • Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. International delivery usually takes about 15–30 business days. US orders are shipped by e-packet, which is a US Postal Service product. After processing and leaving the warehouse, items usually take between 7 and 14 days to arrive at their destination but can take longer from time to time.

Can I cancel my order(s)?

Yes, it is possible but not guaranteed to be successful as we have received multiple fraudulent cancellations.

Cancellations must be made within 2 hours of order placement. Send us an email within 2 hours and let us know the reason why you wish to cancel your order.

We do not accept cancellation of orders outside the 2-hour window and/or the order has already been fulfilled. Any special request for cancellation after the 2-hour window will be determined on a case-by-case basis. Note that there will be an administrative charge of around 25% for all refunds due to cancellations.


Will I receive a Tracking Number?

Yes, when your order is shipped out.
Do note that each individual product may be shipped from different fulfillment centers across the world and may arrive separately. Do not worry if we are unable to provide you with complete tracking information. Sometimes, the logistic companies fail to provide timely updates to the tracking sites. There may be technical reasons too. Our company will ensure that you will get your order. 

I ordered multiple items but I have only received one/some of them. Why?

If you ordered multiple items from us, it is likely that the goods will be shipped in several packages from different centers. 
We are doing our best to reduce costs at your end so that you do not have to pay high charges/taxes/premiums to get your items. Please allow some time for all your items to arrive.

The prices shown on the receipts may be lower than what you have paid for. Please note that these prices do not include any TAXES & TARIFFS that may have been incurred during our process.

The tracking number for my order stopped updating , what happened ?

If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.

Note: if for some reason your order is never released by customs, we'll send you a replacement!

I placed an order but I did not receive an order confirmation email. What's going on?

Please ensure that you have entered the correct email address when you place an order. Kindly check your SPAM folder to see whether your confirmation email has been sent there. Email our support team at info@mastiff.shop. if you did not receive a confirmation email, or send us a message on our Facebook page.

May I make changes to my Order or Shipping Address?

We usually process orders on the same day they are placed. Should you need to make any change to your order, please contact us at info@mastiff.shop as soon as possible and we will do our best to accommodate the change request.

If your purchase has already been shipped out from our fulfillment center, it will be too late for us to retrieve or amend the order. 

I have a question that is not answered in this FAQ. How do I contact you?

Please email us at info@mastiff.shop or send us a message through Facebook and we will respond as soon as we can.

Additional Dispatch & Delivery Information

Your order should usually be dispatched within 24 hours of being placed unless it is placed over a weekend or on a public holiday. If this is the case, it will be dispatched on the next business day.

By placing an order, you are responsible for original shipping charges (unless it is free shipping), all applicable custom and duty import fees.

Estimated time of delivery for metropolitan areas is usually faster than to rural or remote areas. Please note that delays to estimated shipping times may occur during peak holiday season. Once your order has been dispatched, we will send you email updates about its progress so you know when to expect it. If you live in a remote area, your parcel may be forwarded to a local courier service. This will appear on your tracking as a delivery event.

Do note also that on rare occasions custom agents may delay the delivery of some packages. We are unable to take responsibility should such a delay occur, as the release of the package is at the sole discretion of customs officials. If you have any issues, we recommend contacting your local customs office.

We are unable to guarantee exact delivery time as there may be circumstances that are beyond our control. Nevertheless, we will do everything it takes for you to be a happy customer.

By purchasing from Mastiff.shop ,you accept these terms and conditions.

 

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COVID-19 Prevention Policy

We want you to know that we care about our customers. Our sanitary standards are high and ensures product is delivered 100% clean from virus.

Similarly, this may impact shipping times depending on each country. Shipping times within the US can still be relatively fast. The issue comes for countries in which we do not have warehouses. International shipping is affect by the current situation.