FAQ

Frequently Asked Questions:

Q:Shipping Options and Costs?

A:Our shipping prices are calculated real-time based on package dimensions, weight, distance traveled and requested delivery service/speed. Unfortunately, postage isn't cheap as we are a small company and do not get the rates of huge corporations like Amazon, Walmart, etc. We ship everything from our location in Chicago IL, USA and postage is "zone based" (the further away, the more expensive it is). Our lowest shipping rate is typically $6.50 to ship within the same state we are located, Illinois, so anywhere outside of Illinois is likely to incur higher fees. We do our best to keep our shipping prices low as we are incredibly thankful for our customer's support.

Not all shipping methods are available at all times or to all locations, so if you do not see your preferred shipping method please feel free to reach out and we can check if it's a glitch or unavailable.

 

Q:Do you ship oversea?

A:We offer shipping options to nearly every country in the world. During checkout, you will be able to select a Shipping Option based on travel times and price. Please note that all customs fees are the responsibility of the customer to pay.

 

Q:What's return policy?

A:Pickagram will gladly offer credit in the form on a digital gift card for the return of any items (still sealed in new condition) purchased on www.pickagram.com within 30 days of the original order. Because many of our products are limited, we cannot offer refunds or credits on opened/used items. In the event you return received product(s), return shipping is the responsibility of the customer to pay. Please email at pickagram.llc@gmail.com for assistance on beginning the refund process.

 

Q:What is VAT and does it apply to me?

A:VAT, or, Value-added tax, is a consumption tax on goods and services that is levied at each stage in the supply chain where value is added, from initial production to the point of sale."

For the UK specifically, any order placed on our website with a total below £135 will have the 20% GB VAT charged at the time of checkout. Please note, however, that shipping companies may still charge extra import fees at their discretion, and Pickagram does not cover these costs. Orders placed on our website with a total over £135 will have the VAT charged upon delivery or during the time of processing at customs. All customs fees are the responsibility of the customer to pay.

 

Q:My order is stuck in transit.

A:For the last two years, mail services across the globe have been experiencing major delays that are still ongoing today. From COVID restrictions and understaffing, to shipment overload and inclement weather, there are many reasons your package may be delayed. Be sure to check all of the tracking information provided in your shipping confirmation email. If you have trouble finding this, let us know and we're happy to help locate it for you.

International shipments: Your packages have estimated transit times of 21 business days once they leave our warehouse, but this is just an estimate as USPS First Class does not come with a guaranteed delivery timeline. It also does not come with detailed tracking capabilities, so your tracking will often times drop off once shipped out of the US (making it appear stuck in USA) and tracking won't pick back up until arrival in the destination country. We promise this is standard and your package is usually still on route to you, it's just not being scanned in along the way.

 

Q:My order seems to be lost. What now? 

A:In general, lost packages are actually pretty rare, and they are usually just experiencing an unprecedented delay. For the last two years, mail services across the globe have been experiencing major delays that are still ongoing today. From COVID restrictions and understaffing, to shipment overload and inclement weather, there are many reasons your package may be delayed, making it appear lost. Please note, it is the customers responsibility to retrieve packages at the time of delivery to reduce the risk of theft. Be sure to check all of the tracking information provided in your shipping confirmation email. If you have trouble finding this, let us know and we're happy to help locate it for you.

Of course, sometimes packages really do get lost. If you still need assistance, please reach out to pickagram.llc@gmail.com and we will look into it further for you.

 

Q:My item(s) arrived damaged. What now?

A:We're so sorry to hear that. We'll do our best to get a replacement(s) sent ASAP. To help us file a claim with the Shipping Provider we ask that you please email us some photos of the damaged goods, and if you still have the outer box, photos of that too would be much appreciated. Please note, we are not responsible for any damage or lost packages sent to a forwarding company.