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Awaiting Order Arrival

How long does it take to receive my order?

Delivery usually takes 3–10 business days, depending on your location. Remote areas may take slightly longer.

How can I track my package?

Once your order ships, you will receive a tracking number by email or SMS. You can also log into your account to track the status.

My tracking information hasn’t updated. What should I do?

Tracking systems may take 24–48 hours to update. If there’s no change after 3 days, please contact our support team.

I didn’t receive all the items I ordered.

Some items may ship separately. Please check your tracking numbers or reach out to us for confirmation.

My order is delayed. Can you help?

Yes! Delays may happen due to customs or logistics. Contact us and we’ll coordinate with the courier to resolve the issue.

Ordering & Payment

What payment methods do you support?

We accept international credit/debit cards, local e-wallets, and bank transfers. Options vary by country.

Is my payment information secure?

Yes, all payments are processed via secure encrypted gateways. We do not store your card details.

I accidentally paid twice. What should I do?

Please send us your payment proof and order number. We’ll verify and issue a refund if applicable.

Can I change my order after placing it?

If your order hasn’t been shipped yet, we may be able to modify it. Please contact us as soon as possible.

I didn’t receive an order confirmation.

Please check your spam or promotions folder. If nothing is there, contact our team to verify your order status.

After sales

What if the package is held by customs?

If the contents of the parcel are suspicious to customs officers (for example, many identical goods), it may be further checked.

When will I receive my order?

Track the status of your order: Woodmart marketplace provides the ability to track the status of an order by tracking number.

I haven't received my order. What should I do?

Check the email you received after placing your order. It should contain information about the status of your order and the expected delivery date.

I received my order after getting a refund. What can I do?

Keep the product in its original packaging along with all documents confirming the purchase and refund. You will need this for further communication with the seller and the payment system.

If the resolution time for the dispute is excessively prolonged, and you prefer not to wait, what actions should be taken?

If all other options fail, you may need to consider taking legal action. This can be a lengthy and costly process, so it's important to weigh the potential benefits against the risks and costs.

Refund

What if the item I received is damaged?

Please contact us within 48 hours of delivery with photos of the damage. We’ll offer a replacement or refund.

Do you have local customer support?

Yes, we offer support in English, Russian, and Chinese. Local teams are available during business hours.

Who pays for return shipping?

If the return is due to our error (damaged, wrong item), we cover the cost. Otherwise, the customer is responsible.

When will I receive my refund?

Once we receive and inspect the returned item, refunds are issued within 5–7 business days to your original payment method.

Can I return digital/downloaded products?

No, digital items are non-refundable once downloaded or accessed unless there is a technical issue.