Frequently Asked Questions:
Q: Is Paypal the only way to pay for my order?
A: Yes. We can only receive your payments through Paypal. If you do not have a Paypal account you may check out as a guest. If the item is sold out and we refund you (as a guest), you will be sent a physical check in the mail (rather than electronically through Paypal for account holders). It will be sent to the shipping address you provided on Paypal. Basically it is much easier to go ahead and create an account on Paypal.
Q: What should I do if I can notAreach Customer Service?
A: For quick compensation or resolution of the issue please email firstname.lastname@example.org. Avoid contacting/disputing through Paypal (unless it is dealing with fraud or more serious issues) until you have received response from customer service.
A Paypal dispute can take over 3 weeks to be properly response to, reviewed and resolved. Akoo's Customer Service can not access the funds to issue refunds or process payments for that transaction if it is being held. Please remember that Akoo's Customer Service operates during normal business hours M-F 9am-5pm. Allow sufficient time for a response from us.
Q: What do the different Status's of my order mean?
A: Awaiting Fulfillment- You have placed your order on our site but your order has not been retrieved for processing at the headquarters.
Awaiting Shipment- Your order has been retrieved from the online web store to be processed and packaged. Then we package and ship your order.
*If some or all of the items you ordered are sold out you will receive a refund via Paypal!
Shipped/Partially shipped- Tracking will not be available until it leaves the warehouse and is in transit. Your tracking number will be posted on the site and emailed to you. . If we are OUT OF STOCK of any/all items on your order, you will be refunded or provided with alternative options.
Orders are posted every morning during the business week (M-F).
*Please view the TRACK YOUR PACKAGE page for further information.
Q: Do I have to pay for shipping for Returns?
A: Yes. You will have to incur the costs of shipping the merchandise to us for an exchange or refund. If the cause of the Return is at our fault you will be refunded the shipping cost incurred via Paypal when we process your return.
Q: Why do I have to pay shipping for an exchange, when I received the wrong item?
A: You don’t! If the cause of the Return is at our fault you will be refunded the shipping cost incurred via Paypal when we process your return. Each case is handled with the best interest of our customers and we will make sure every issue is resolved properly.
Q: Do I have to fill out the Return & Exchange Form?
A: Yes! Please fill out this form and include it with the merchandise you are sending back for a refund/exchange. The form takes less than two minutes to fill out and will ensure that your request is processed quickly and successfully.
Q: How long does it take to receive a refund on my debit/credit card via Paypal?
A: Once we receive your merchandise, we issue you a refund immediately via PayPal! There after, it usually takes PayPal 3-5 business days to adjust your debit/credit card for the refund.
Q: I tracked my return/exchange and it says that it has been delivered to your warehouse, but I still have not received any word back. What’s up with that?
A: Once your Return & Exchange reaches the warehouse it usually takes 2-3 business days to process, as a result of it having to go through different departments. However, please be mindful that your support is valued to us, so we try our best to speed up this process as much as possible!
Q: Which shipping address is used for my order?
A: The shipping address you provide with your order is the one we use, if it does not match the approved shipping address provided through Paypal we may contact you for further verification in order to avoid fraudulent orders.