FAQs

FAQ, Shipping/Delivery & Returns

WHAT DO I DO IF I RECEIVED A DAMAGED ITEM?

Please contact customer service within 24 hours of receiving the defective item by emailing us at Support@TheSkyDepot.com for a replacement or for Store Credit.

 

I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?

In the incredibly rare scenario that you receive a different product, we want to resolve any issues with incorrect items immediately! Please contact our customer support team at Support@TheSkyDepot.com with the order number and the incorrect item's name and number.

 

WHAT PAYMENT METHODS DO YOU ACCEPT?

The Sky Depot accepts the following forms of payment: Visa, MasterCard, American Express, Discover, and PayPal.

 

WHEN WILL MY CREDIT CARD BE CHARGED FOR MY ORDER?

If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has been placed successfully. If your card is not authorized, payment will not be taken, and we'll email to let you know that your bank or card issuer wouldn't authorize the payment.

Please remember that even if a payment isn’t authorized, it may look like The Sky Depot has taken the money as some card issuers may still reserve the money, for a short period of time.

 

WHERE IS MY ORDER COMING FROM?

At this time all products are delivered from China/Asia. This is subject to change.

 

INTERNATIONAL TAXES/DUTIES

Every country has its own set of regulations so please contact your local postal service or customs office to learn more about how your country handles taxes and duties.

 

The Sky Depot is not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay any additional customs fees.

 

I INCORRECTLY TYPED MY ADDRESS AND MY ORDER SAYS SHIPPED...

Unfortunately, because all our processes are automated and orders are processed and fulfilled immediately, we are unable to modify the order.

 

All orders that have been shipped to an incorrect address will be the customer's responsibility. The customer will have to resubmit a new order.

 

To confirm The Sky Depot will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.

 

LOST/UNKNOWN CAUSES IN SHIPMENT

Packages that are either stolen, lost or undelivered are NOT our responsibility. If your package does not arrive within or after the estimated delivery time then you should contact your Local Postal Office to explain the situation and provide them with your tracking number.

 

Please also be aware that there may be rare occurrences where customs may delay the transit time of some packages.

 

It's also worth noting that multiple-products ordered may not be shipped together from the distribution in Asia or delivered on the same day, however, please reach out to customer service (Support@TheSkyDepot.com) and we will update you along the way.

 

DID MY ORDER GO THROUGH? I DIDN'T GET A CONFIRMATION EMAIL.

If you did not receive a confirmation email with an order number, then either you entered the incorrect email address when placing the order, or your order did not process in our system.

 

Please use the Contact Us page on the site to get in touch and we will look for the order and add the correct email address before resending confirmation.

 

CAN I MODIFY MY ORDER AFTER IT HAS BEEN PLACED?

We start working on your order as soon as we receive it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed so make sure all entered information is accurate before ordering!

 

CAN I CANCEL MY ORDER?

You have up to 5 minutes to cancel your order from the time your order is completed. Please contact us at Support@TheSkyDepot.com and clearly provide your name, email address and order number. If you cancel your order, it may take up to 10 days for your bank or card issuer to make your funds available to you again.

 

*All legitimate cancelations are subject to a US$5.00 administration charge.

 

MY DELIVERY IS INCOMPLETE! WHERE ARE MY OTHER ITEMS?

It's worth noting that multiple-products ordered may not be shipped together from our distribution in Asia or delivered on the same day but fear not all your pieces have definitely been dispatched and will arrive very soon!

 

CAN I RETROACTIVELY ADD A DISCOUNT CODE?

All discount codes must be applied during checkout, we cannot retroactively apply.

 

Discount codes must still be active for it to apply and only one (1 x code) can be applied per order.

 

DO YOU HAVE TRACKING ON YOUR SHIPMENTS?

Yes, we offer tracking on all shipments. Please allow a maximum of 7 days for your tracking number to be updated after you receive your shipping confirmation via email.

 

*If you haven't received your tracking information 7 days after ordering, please send us an email (Support@TheSkyDepot.com and we'll send it to you as soon as we can!

 

WHAT ARE THE DIFFERENT RATES FOR SHIPPING?

Delivery is currently FREE anywhere in the World. This is subject to change.

 

WHAT IS THE TYPICAL DELIVERY TIME?

Please allow for 1-3 weeks for shipping and in very rare instances 4-6 weeks if the order in intercontinental or for Chinese New Year (as deliveries start in distribution hub in China). During the Chinese New Year, deliveries could take up to 8 weeks.

 

CAN I PAY FOR EXPEDITED SHIPPING?

Sadly we do not have an expedited shipping option for you currently. We apologize for any inconvenience this may cause. We plan to in the future, so please check back with us soon.

 

 

Returns & Refunds

 

RETURNS

All goods are non-returnable if they have any visible signs of wear and tear, smells or any additional fibers (for example hair) within the packaging and/or on the product.

 

For all approved returns, The Sky Depot only offers store credit and not cash refunds.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

To complete your return, we require a receipt or proof of purchase and please do not send your purchase back to the distribution centre but instead, send to:

 

The Sky Depot, 50 Schoolhouse Lane, Broomall, PA, 19008, USA

 

 

PLEASE ENSURE YOUR ORDER NUMBER IS CLEARLY MARKED ON OR INSIDE THE PACKAGING. IF WE CAN'T SEE THE ORDER NUMBER THEN WE CAN'T PROCESS THE RETURN.

 

DO YOU OFFER REFUNDS?

Unfortunately, we do not provide refunds. If you would like to return an item, provided it is done in accordance with our return policy (see link below), we will gladly provide you with store credit. Store credit is based off the purchase price (excluding shipping costs) at the time of your purchase. Please note all store credits expire after one year from the date they are issued.

 

*In exceptional circumstances, refunds will be offered but only to the original payment method (including the same credit or debit card used to make the purchase).

 

CAN I RETURN AND EXCHANGE?

Want to return something? No problem! All orders (excluding items on sale) are eligible for returns and exchanges within 30 days of receiving your order! To be eligible for a return or an exchange, your item must be unworn and returned in the original packaging that you received. We won't be able to process a return on items that are used or damaged by you. Returns are processed within 3-6 business days. As noted above, we do not provide refunds on returns – only store credit.

 

To return, please ship your item(s) to 50 Schoolhouse Lane, Broomall, PA 19008, USA. We strongly encourage using a shipping service that provides a tracking number so you can follow your item in transit. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

PLEASE ENSURE YOUR ORDER NUMBER IS CLEARLY MARKED ON OR INSIDE THE PACKAGING. IF WE CAN'T SEE THE ORDER NUMBER THEN WE CAN'T PROCESS THE RETURN.

 

The Sky Depot is not responsible for shipping costs on returns and/or exchanges – this is the customer’s responsibility.

 

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet, first check your bank account again.

 

Then contact your credit card company, it may take some time before your refund is officially posted.

 

Next contact your bank. There is often some processing time before a refund is posted.

 

If you’ve done all of this and you still have not received your refund yet, please contact us at Support@TheSkyDepot.com

 

SALE ITEMS (IF APPLICABLE)

Only original priced items may be refunded, unfortunately sale items cannot be refunded.

 

EXCHANGES (IF APPLICABLE)

We only replace products if they are damaged or inadequate. You will be able to exchange it for the same product(s), send us an email at Support@TheSkyDepot.com and send your product(s) to: 50 Schoolhouse Lane, Broomall, PA, 19008, USA

 

PLEASE ENSURE YOUR ORDER NUMBER IS CLEARLY MARKED ON OR INSIDE THE PACKAGING. IF WE CAN'T SEE THE ORDER NUMBER THEN WE CAN'T PROCESS THE RETURN.

 

SHIPPING RETURNS

To return your product, you should mail your product to: 50 Schoolhouse Lane, Broomall, PA, 19008, USA

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over $75.00 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.