FAQs – The Fan Club Store
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FAQs

SHIPPING

SHIPPING METHOD

HOW DO YOU SHIP AND WHAT IS THE PRICING?

 

We ship worldwide including Europe, USA, Asia and Australia. Shipping costs are calculated automatically at the checkout page depending on both the weight of the package and destination.

 

WHY DIDN’T MY ORDER COME IN ONE PACKAGE?

 

We ship your orders from various international warehouses (US, Canada, Malaysia and Singapore). Our stock is spread out over multiple fulfillment centers in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.

 

WHERE DO YOU SHIP?

 

We are providing international shipping. However, due to some postal problems, we can’t deliver a shipment to the military area and some small countries.

 

HOW DO YOU SHIP?

 

We ship orders oversea by mail service.

After finishing processing your order, we will send it to the shipping company and it will be completely handled by them. After arriving in your country, it will be handled by your country's postal service. So please kindly contact your local post when it arrived at your country.

 

SHIPPING TIME

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?


* Please be notify that shipping in Christmas and New Year season would take 5 - 7 business days more than usual.

HOW CAN I TRACK MY ORDER?

 

We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package. Please note that the tracking information will be displayed 2-5 days after you receiving that email.

 

WHEN WILL MY TRACKING INFORMATION APPEAR?

 

You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment center of your online shop.

 

WHY CAN'T I TRACK MY ORDER?

 

Please note that the tracking information will be displayed after 2-5 days after being updated.

For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track again later.

 

WHY IS MY SHIPMENT STATUS UNCHANGED?

 

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.

 

WHY HAVE I TO PAY EXTRA FEE FOR SHIPPING COMPANY FOR RECEIVING MY ORDER?

 

When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.

 

PAYMENT

PAYMENT METHOD

HOW CAN I PAY FOR MY ORDER?

 

We offer safe shopping and accept payment via Paypal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing an order.

 

WHICH CURRENCY ARE YOU USING ?

 

Our products are set in US Dollar. But our system will automatically convert it for you, don't worry!

 

PRIVACY POLICY

HOW CAN I TRUST YOUR STORE TO PROVIDE MY CARD INFORMATION?

 

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

 

WILL MY CARD'S INFORMATION BE KEPT OR STOLEN?

 

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.


Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

 

PAYMENT ERRORS

WHY COULDN'T I COMPLETE MY ORDER BECAUSE OF "ZIP CODE DOES NOT MATCH" ERROR?

 

This error typically occurs when the billing address entered does not match what is on file with your financial institution.  


Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification. 

 

Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, could you please contact your issuer bank to figure it out.

 

ORDER

ORDER

HOW TO PLACE AN ORDER?

 

First of all, visit our store

Choose products that you love, then click "Add to cart" and "Check out".

Then fill in your information and pay.

That's it! Very easy.

 

HOW CAN I MODIFY MY ORDER?

 

Please note that we are only able to make change to your order if it has not been fulfilled yet. If you want to change anything in your order, please contact us via email info@thefanclub.store. within 24 hours after placing your order. 

 

WHAT IF A DISCOUNT CODE WASN'T APPLIED TO MY ORDER?

 

Since our system is designed to begin processing your order immediately and automatically, we have no influence or control over our system for adding a discount code or perform a refund. We hope you understand our situation.

Fortunately, we want to delight our customer like you our best, so we are willing to offer you a 50% DISCOUNT CODE to apply to your next order. Please contact us via email info@thefanclub.store to get yours!

 

POST - PURCHASE

DEFECTIVE/DAMAGED ITEMS

WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?

 

We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.

If you received a defective/damaged item, please kindly contact us by sending an email to info@thefanclub.store, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem. 

There are 3 options that we can offer you, that we will send you a replacement, or you return our product to get a full refund or you can keep the product and we refund you 50%. Please be informed that you can only choose 1 of 3 options above, and it is the final solution for your request.

 

WHAT IF THE TRACKING INFORMATION OF MY ORDER STUCKED FOR WEEKS OR SHOWS "RETURNED TO SENDER"?

 

Step 1: Contact your nearest post office and provide them your ID card or tracking number to find out its status.

Step 2: If you can not find out anything, contact our Customer Service department by sending an email to info@thefanclub.store and provide your shipping address again.

Step 3: If the address you provided in the email matches with your shipping address in our system, we are willing to send you a replacement or refund you 50%. Please be notified that these 2 options are our final solution for your request.

If not, it was probably your careless as filled in a wrong address, thus we could not deliver your packet. In this situation, we need you pay some extra fees for sending you a replacement. This is the only option for you in this situation.

 

SHIPPING PROBLEMS

WHAT SHOULD I DO IF I PROVIDED YOU A WRONG SHIPPING ADDRESS?

 

In case of providing us an incorrect shipping address, you should contact us immediately by sending an email to info@thefanclub.store and provide us your correct address. We will check whether we can change it for you.


If your order was shipped out, we are really sorry that we are not able to change it for you nor sending you another packet without any fee.

 

TRACKING SHOWS "RETURNED TO SENDER", WHAT SHOULD I DO?

 

There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insufficient or you are absence at the time the packet was attempted to deliver. 


In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.


Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are sorry to tell you that we are not able to help you out with this.

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