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Frequently asked questions

Before You Place Your Order

>How to search for products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the fewer products you will get on the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

> I’m Having Issues Placing An Order

We’re sorry to hear that you’re unable to place an order. Please contact Customer Service at contact@afrozo.com and we will work on resolving the issue as quickly as possible.

>What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

 

>What should I do if it’s past the estimated delivery time and I still haven’t received my order?

If your order’s estimated delivery time has passed and you still haven’t received it, here’s what you do:

  1. Wait a day or two. Shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, it’s not a guarantee.
  2. Get in touch with our customer support team. Let us know about your delayed shipment and we’ll check the latest delivery estimates to your location. We may ask you to wait a few more days to receive the order. Reach us by clicking the yellow speech bubble element in the bottom right corner or email us at support@afrozo.com.

>What is the estimated delivery time and how is it calculated?

Afrozo’s estimated delivery time (EDT) is our prediction of when an order could be delivered to you. The EDT is the sum of estimated fulfillment and shipping time. Think:

estimated fulfillment + estimated shipping = estimated delivery time

Our fulfillment time average is 2–5 business days for non-apparel products and 2–7 business days for apparel products. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity.

The estimated shipping time is calculated according to our historical shipping data for deliveries to your area or selling region.

The estimated delivery time is just an estimate, it’s not a guarantee. You can receive the order past the EDT for reasons, like:

  • Issues with print/embroidery files
  • Products being out of stock
  • Shipping related delays like failed delivery attempts, service disruptions

That being said, we’ll work our hardest to meet our delivery estimates. If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days.

 

Get in touch with us (support@afrozo.com), we’ll check your order status and let you know how to proceed.

Order Status Question

>What is the status of my order?

You can keep track of your order at any time by visiting our tracking page
> I need help with a late order.

Orders from our store vary by shipping location

If your order has not arrived after 30 business days, please contact customer service at support@afrozo.com.

You can keep track of your order at any time by visiting our tracking page.

Payment

> What payment methods do you accept?

We currently accept the following forms of payment:

Credit Cards: We accept Visa, American Express, Mastercard, and Discover

Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a pre-paid debit card, you must register them before using them for online purchases. You can do this by following the instructions on the card or contacting their own support teams.

Sofort: Sofort allows European customers to use their online banking details as a payment method. It is available in the following European countries: Austria, Belgium, Czech Republic, France, Germany, Hungary, Italy, Netherlands, Poland, Slovakia, Spain, Switzerland, and the UK. This payment method is only available to customers shipping to the eurozone.

GiroPay: GiroPay enables online customers in Germany to pay via direct bank transfer. This payment method is only available to customers shipping to the eurozone.

SEPA: SEPA enables one-click payment via direct debit for consumers in the eurozone. This payment method is only available to customers shipping to the eurozone.

> How secure is my payment?

We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.

On credit/debit cards, CVV verification is required before any order can be completed. Additionally, most credit cards. Please contact them directly for specific details as it may vary from one financial institution to another.

Our website protects your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input at 128-bit strength. This is often symbolized on most web-browsers by a small padlock appearing on the bottom bar of the window and the address of the window changing from https:// to https://, meaning a secure connection. In the event that an order cannot be completed, please contact our Customer Service. If our website cannot establish a secure connection, we will not risk your confidential information (it will not be transmitted).

> What is the security code?

Credit and debit cards have a security code located on them to offer additional protection. For most cards, it will be a 3-4 digit number located on the back. For American Express cards, look on the front side for a 3-4 digit number.

> Is my credit/debit card charged as soon as I order a product?

Yes, your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.

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