Pre-order

Do I need to register an account to place an order? 

Although customers can choose to proceed as anonymous users, we highly recommend creating an account on our platform. This ensures you receive timely notifications about exclusive discount campaigns and updates.

What should I do if I forget the password of my account? 

Quickly click the "Lost your password?" button to start a smooth and fast password reset process. Once you enter your email address, a link will be promptly sent to your inbox, enabling you to create a new password without delay.

How does the ordering process work? 

Our ordering process is designed to be straightforward and efficient. Here's a breakdown of the steps involved:

• Product Selection: Begin by browsing our selection and carefully choose the item(s) you wish to order. Ensure you select all the available options for the product, such as size, color, or any customization choices.
• Personalization (if applicable): If you're ordering a product that allows for personalization, you'll have the opportunity to include a custom note during checkout. This is where you can provide any specific details or instructions for your personalized item.
• Order Confirmation: Once you've finalized your selections and any customizations, proceed with your order. 
• Confirmation Email: Upon successful order confirmation, you'll receive a confirmation email from us. This email will contain all the details of your order, including the items purchased.
• Changes or Requests: Please note that any changes or requests to your order must be communicated to us within 24 hours of placing the order. This ensures we can accommodate your adjustments before the order goes into production.

If you have any further questions, please don't hesitate to contact our customer support team.

Do you have a welcome discount for new customers?   

We strive to welcome new customers with special offers. Here are two ways you can potentially receive a discount:

• Sign Up for Our Email List: By subscribing to our email list, you'll receive a welcome email with a special discount code just for new customers. This code can be used on your first purchase.
• Contact Us Directly: We're always happy to explore ways to make your first purchase with us more enjoyable. Feel free to contact us directly, and we'll be happy to see if we can offer a discount.

Can you ensure that I will receive the same quality as advertised?  

All our products follow strict quality rules when we make them to be just like the pictures you see in ads. And if what you get doesn't meet your hopes, don't worry, we're here to help. We promise to make your shopping easy and problem-free.

How can I receive promotions and unsubscribe from emails?

Stay up-to-date with our latest store promotions by subscribing to our promotional emails. These emails contain information about ongoing discounts, special offers, and exclusive deals for our valued customers. If you no longer wish to receive promotional emails, you can easily unsubscribe from our mailing list using the link provided in the email footer.

Payment Method

What forms of payment do you accept?  

We accept both PayPal and card payments for a convenient and secure shopping experience. With PayPal, you can use your account balance or link your credit/debit card. Card payments include major cards like Visa, Master card, and American Express. 

Which currency I will be charged?

Your payment might incur currency conversion fees imposed by your bank or payment provider, depending on your location and currency. We recommend reaching out to your provider to inquire about any potential conversion charges.

What should I do if I still have not received my refund?

If you do not receive the refund after receiving the completion confirmation, please follow these steps according to the guidelines:

• Verify the number of days since you received the refund confirmation, as standard refund processing time is typically within 10 business days.
• Monitor the changes in your bank account balance.
• Reach out to us to obtain documented proof of the successful refund.
• Provide the obtained proof directly to your banking institution to request further assistance.

Can refunds be issued to a different card if I provide its information? 

As we receive payments from all customers via the payment gateway, we can only process refunds directly to the card initially used for payment on the order.

Policy

Can you provide information about your policy for cancellations?  

A cancellation request is considered valid if it is submitted within 24 hours of placing the order. Requests to cancel an order after this period are less likely to be successful. In such cases, we may need to verify with the factory before confirming the approval of your request.

What is your return policy?

Our made to order products are not eligible for returns or exchanges in case of fit issues or defects not attributable to us. Therefore, please refer to the size guide in the product description and double-check your order details before proceeding with payment to ensure accuracy. If the product you receive does not match the advertisement, please contact our customer service directly for prompt assistance. 

Are there any conditions I need to be aware of before returning items?

To be eligible for returns and refunds, your product must meet the following conditions:

• Unused: The product must be in new and unused condition.
• Maintained original state: It should be kept in its original state upon delivery, including the original packaging and all accompanying accessories.
• Time limit: Within 30 days from the delivery date.
• Return fees: The buyer is responsible for any associated fees.

What is your refund policy?

Please consult the refund cases supported below:

• Product not as advertised
• Defective or damaged product
• Successful cancellation request
• Unsuccessful delivery or lost during shipping

When does Simski refuse refunds?

We are unable to offer refunds or resend orders in the following scenarios:

• Delivery failures not caused by the shipping carrier, such as providing an incorrect shipping address, being unavailable to receive the delivery, or failing to collect packages as requested.
• Due to exceptional circumstances beyond our control, such as customs issues in your country, disruptions caused by natural disasters, theft, or loss of the shipment.
• If it has been over 30 days since you received your items.

Product Information

Can I customize your designs?

Certainly! Our print-on-demand products can be customized to fit your unique design preferences. Feel free to reach out to our customer service team to specify your customization request and receive a new design tailored just for you.

Is there an extra charge for design customization? 

We are delighted to provide you with a custom-designed, unique creation at no extra cost, tailored precisely to your specifications.

Can I create a new size with my dimensions?

Our items are crafted precisely according to our size chart, and we regretfully cannot modify these measurements to accommodate individual requests. This maintains consistency and quality for all customers.  

What's the best way to find the right size for me?

The variance between our size chart and the actual measurements ranges only from 1 to 3cm (0.4 to 1.2 inches), minimizing the risk of items running too small or too loose. Simply consult our comprehensive measurement chart to find the perfect fit for your needs.

What is the typical timeline for your products?

Our lead time for products typically falls within an 8 to 12 business day window. This timeframe encompasses a 3-5 business day production period followed by an additional 5-7 business days for delivery.

It's important to acknowledge, however, that unforeseen circumstances, periods of high demand, holiday seasons, and the launch of new product lines may occasionally necessitate an additional 2-5 business days. We appreciate your understanding.

Manage Order

I would like to change my order details

At Simski, we recognize that circumstances may arise where adjustments to your order details are necessary. Here's how you can proceed:

• If it's within 24 hours of placing your order: Please reach out to us promptly at admin@Simski.com with your request. While we'll do our utmost to accommodate your changes, please understand that we can't always guarantee success due to our efficient processing system. We strongly advise reviewing all your information carefully before finalizing your online order to ensure accuracy and completeness.
• If it's been more than 24 hours since you placed your order: Although it becomes more challenging to make changes after this timeframe, we're still committed to helping you. Please email us at admin@Simski.com with a detailed description of your request, and we'll do our best to assist you.

Where is my order?

Tracking your Dunkare order is simple and convenient when choosing one of the two methods below:

• Self-tracking via shipment email: Upon the dispatch of your order, you will promptly receive an email with the tracking number and link. You can use this information to directly monitor the delivery progress through the carrier's website.
• Using the Ship Resolve system: Enter your email address and order number at this link https://track.shipresolve.com/order-tracking .This page will display detailed order information along with the delivery status shown on the carrier's website.

When can I expect to receive my order?

Our estimated delivery timeline for your order is between 8 and 12 business days. This timeframe incorporates a production lead time of 3-5 business days followed by an additional 5-7 business days in transit.

Please be aware that unforeseen circumstances, periods of high demand, holiday seasons, or the introduction of new product lines may occasionally necessitate an additional 2-5 business days. We appreciate your understanding and will endeavor to keep you informed of the order's progress.

Why doesn't my package move? 

Several factors can lead to the shipment status of your order not having any updates:

• Pending updates: Your order may still be in transit or processing, awaiting updates in the carrier's tracking system.
• Processing time: It may take time for new information to appear after the order is initiated or scanned.
• System errors: Technical glitches or system issues can sometimes result in inaccuracies on the tracking page.
• International shipments: Deliveries outside the US may experience delays in updating information due to complex customs clearance and shipping processes.

For an accurate understanding of the delay in your order, please contact us directly for assistance at support@simski.org.

My order was marked as delivered but I still haven’t received it

If your order is marked as delivered but you haven't received it, please assist us by trying the following steps:

• Check with Neighbors and Family: Delivery carriers sometimes leave packages at neighbors' houses or in secure locations nearby.
• Contact Your Local Post Office: Confirm if they are holding the package for you or if there's any delivery notification. Sometimes, they hold packages for pickup.
• Contact the Carrier: Reach out to the responsible carrier. Provide the tracking number and explain the situation; they may have more detailed information or initiate an investigation.

Many customers have found their missing orders this way. If you've exhausted all options and still can't locate your order, please email us at admin@Simski.com. We're here to assist and will promptly work to resolve the issue.

I received a wrong/defective product

In the event that you receive an incorrect or defective product, please do not hesitate to contact our customer service team at admin@Simski.com. Kindly include the following details:

• Your order/invoice ID
• A photo of the incorrect or damaged item received
• A photo showing the shipping label on the package or the size tag on the collar.

Shipping Information

Can you ship outside the United States?

Certainly, worldwide. Please note that international orders may encounter prolonged delivery times as a result of customs procedures. We value your patience in accommodating the additional time required for delivery.

Can you ship the package by using overnight/express shipping?

Currently, we don't maintain pre-existing inventory, as each product is produced upon order placement. Therefore, we're unable to accommodate immediate requests for ready-to-ship products. However, we do provide expedited shipping services for specific designated items. For confirmation on whether the product(s) you're interested in qualify for expedited shipping, please contact us directly.

Do you offer any special discounts for free shipping?  

Absolutely, we do provide discount codes for reduced or complimentary shipping. However, the discount amount may vary depending on the quantity of items in your order. For the best possible discount, we suggest reaching out to us directly.

Is it possible to combine several orders into one package for delivery to the same address?

We regret to inform you that, at present, we do not have the capability to merge disparate orders. Nevertheless, we can offer assistance in creating a new order comprising the items you wish to ship to the same address, consolidated into a single shipment 

Do you ship to PO box or military addresses?

We recommend using a physical address for orders whenever possible to ensure smooth delivery. However, if you only have a PO Box or military address available, we can certainly check with our shipping carrier to see if they accept deliveries to that address. If the shipping address is accepted by the carrier, your order will be processed accordingly.