SHIPPING AND RETURNS POLICY
1. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
We process and ship all orders the following 1-3 business day, not including Public Holidays and/or weekends.
We ship by DHL/UPS/FEDEX/EMS. The shipping term in general is 2-4 business days.
2. CAN I CHANGE MY ORDER BEFORE IT’S SHIPPED?
Sure! But only if it hasn’t already been sent.
Firstly, check the status of your order at ‘Track Your Order’ and if it hasn’t been sent yet, email us at [email protected] Make sure you mention your order number so we can sort it out in time!
3.MY ORDER ARRIVED, BUT I WANT TO RETURN AN ITEM?
As long as the item or items are in original condition , then simply send them back to us by post within 30 days of receipt of delivery to:
Biwaa USA, LLC.
5803 Skylane Blvd.
Windsor, CA 95492
Please remember to include a return slip which can be found here indicating your full name and order number with your items and as soon as we receive the items back we will get the exchange organized and sent out to you straight away.
4.WHO PAYS THE POSTAGE FOR AN EXCHANGE?
For your first exchange of products on an order, we will ship your replacement free of charge (normal US road freight and excludes International Purchases) . The only cost to yourself is that of the return postage of the original item(s) to us. If a further exchange on the same order is requested, Biwaa reserves the right to charge additional postage for the shipment back to you.
5. I HAVE RETURNED MY PRODUCT FOR AN EXCHANGE BUT HAVE NOT RECEIVED OR HEARD
Typical shipping time for a return to Biwaa is around 10 working days, but it depends on the origin . This can be longer due to Customs inspections when entering US. As soon as your exchange has been processed by us, we will send you an email letting you know that your replacement order is on its way.
6. I THINK I RECEIVED A FAULTY ITEM!
If you’ve already got a Biwaa Product, then you’d know that our gear is of the highest quality. But if for some reason the product arrives faulty, contact us at [email protected] and we’ll get right on it! Product faults are rare, and we do our best to ensure that every packed item is reflective of our renowned quality standards.
7. I DIDN’T RECEIVE WHAT I ORDERED!
We do our best but sometimes mistakes do happen. After all, we’re only human! Give us a buzz at [email protected] and we’ll get it fixed ASAP!
8. I’M MISSING AN ITEM!
Sometimes we just can’t make items fast enough! But don’t stress, the rest of your order is already on its way to you. We’ll get the backordered item out in a separate parcel at no extra cost! We usually notify you with an indication on the invoice.
If you haven’t received notification from us, please send your details to our Customer Service team at [email protected] and we’ll get it sorted.