FAQ

1. Ordering from BuySticks.net.

How can I order from your online store?

All the products we sell can be found on our Home page.

It’s as easy as it sounds. Just choose the brand and use the click button.

It will automatically redirect you where you need to get to.

The brand family page will show you the products available at the moment. If you decide to order simply use the button “Buy Now”. The item will be added to your shopping cart immediately.

If you are interested in a particular brand you can choose it in the “Choose Brand” field and add more products to your order.

The website is created in the way so everything is easy and understandable.

When you have browsed enough and ready to finalize your order, click “Confirm Order”.

You can review your order multiple times before you actually hit the final button. If you click “Next” you still have a chance to change something.

After everything’s been checked properly, click “Go to secured checkout”. Don’t worry. Our website is designed securely and you won’t experience any problems with secrecy.

When you click “Pay Now”, that’s when you know it’s been done.

Simply know that you will the order confirmation to your mailbox.

In case you don’t hear back from us, please contact our Support Service team at [email protected].

How can I pay for my order?

You can pay with your CREDIT/DEBIT CARDS. All the payments will be processed online. From our experience we can tell you that it should not take more than 2 days to process the operation. If your order’s successful, you will be notified. The order details will immediately be sent to your email address.

Important information – the account information is strictly confidential and is only used for our internal data base.

If you have any more questions, do not hesitate to contact us via [email protected].

Can I place an order by telephone or fax?

Unfortunately you cannot. At the moment you can only place your order online.

Is there a maximum order?

No. You are free to order as much as you want. It is totally up to you. But we trust you to be aware of the laws in force in your country that allow or forbid a certain quantity to send delivered to you. Sometime the unawareness leads to sanctions and restrictions that are very unpleasant. Though we will not stop you from ordering as much as you need, please note that the maximum order for the new customers is set at 12 cartons.

How do I find out about my order status?

When you have successfully placed an order with buysticks.net you will be notified by your email when we approved and are ready to ship the order to you. We will always give you 24 hours to change or update the shipping details just in case. So the parcel doesn’t usually leave until 24 hours have passed. If you are about to change some details, send us an email and inform us about it. Please make sure you have enclosed your order number so we know how to help.

When can I expect to be debited?

Usually within 2 working days your credit card is debited. If you still don’t see charges please contact our Customer Support team at [email protected].

2. Delivery

About the Delivery terms

It may take from 10 to 30 days to receive your parcel from us. The average delivery time is 2-3 weeks.

When will my order be dispatched if I have placed it on Sunday?

Normally it takes 24 hours for any order to be processed in our system. Orders placed on Saturday and Sunday usually are ready to be sent on Monday or the first working day of the week. (exactly the same for public holidays)

Can one order be sent in 2 different parcels?

Yes, when the order is large we divide it into separate parcels. Usually up to 3-6 cartons per parcel. The parcels are regularly shipped on the same day but they rarely arrive to the destination point together.

The maximum arrival time difference between the first and the last parcel is up to 5 days in Europe and up to 10 days in the rest of the world.

Can I ask for my order to be sent together?

This isn’t possible. It would be subject to duty since width and value would not fall under the prescribed international parameters.

3. Legality

Is it legal to resell sticks purchased on buystick.net to a third person?

It is not legal. This is against the law in any country of the world.

I would like to order a big amount of sticks. Is it legal for me to do so?

The quantity of sticks can be totally up to the customer, but we hope each one of you is aware of of laws in force in the country of residence.

In case sancsion may occur it we don’t want to be held responsible.

If you are unsure about the quantity of sticks allowed for import, please contact your state authorities to find out.

4. Customs

Can you guarantee that no duty will be paid?

We can never guarantee this. Ocassionally the international postal regularions and standards are applied on imported goods by the customs. It’s the same in most countries of the world.

5. Guarantee

Can you guarantee to offer a replacement in case my parcel gets damaged, stolen or lost?

www.buysticks.net will offer a 100% money back guarantee for any reason that left you unsatisfied with the purchase.

Can I cancel the order placed online?

You can withdraw your order within 24 hours from its placement.

6. Non-disclosure of personal data

Will you use the personal data introduced on your website by the customer for any advertising purposes?

We will not. We will not disclose or sell your personal information to any third party. The information you provide on our website is strictly confidential and is only used for shipping. We will not reveal your name, email address, phone numbers and delivery address to anyone except for our courier service.

Does your website have a database with the customer’s credit card or bank account details?

No, we don’t.

7. Return & Refund Policy

How can I return the purchased item?

In case the products you have ordered on our website didn’t leave you satisfied or you consider the package content inappropriate, you can send the goods back to us without

making amendments to its inner and outer parts. Sometimes it may take up to 40 days (usually from 20 up) to receive the returned items. When we receive the parcel back, we will issue a refund coving the cost of sticks (only) or upon the occasion and in rare cases a full refund (usually individual cases). You will surely get an email notification from our Customer Support, informing you about this.

Do you have a Refund Policy?

Yes, we do. We always make sure we are rensponsible with our customers and fulfil all the obligations that assume full level of liability for purchases made on our website.

Depending on a situation you can get:

1. full refund – our Refund Policy can be fully applied when the order isn’t shipped due to some technical problems or is lost/stolen while in the process of delivery;

2. partial refund – covering the cost of goods when parcel is returned to sender not by company’s fault – this may happen when the shipping address was introduced wrong, the package is being sent back unlaimed by the receiver and so on. (usually individual cases)

3. partial refund – covering half of the cost of the products when a customer is unsatisfied with the quality of the received items.

Refund requests should be satisfied within 2 working days after customers raise such claims.

8. Problems with receiving electronic mails

Why do I not receive any emails from you?

Sometimes it can happen that the email address is blocked. It can also be that the email from Customer Support is tagged as Junk mail and can be directed to the Spam folder. Such cases can affect our correspondence with you. Please make sure your email box has enough space to get the emails from us regarding your purchases. It is very important for us to keep in touch with you.

For AOL users having problems with mail being delivered, we kindly advise to follow the links listed below for further assistance:

• http://postmaster.info.aol.com/faq/memberfaq.html#nomail

• http://members.aol.com/adamkb/aol/mailfaq/

For more help you may contact your email provider Customer support.

9. Contact us

Please do not hestitate to send us your questions. We are always happy to hear from you. It is important for us to constantly improve our service, that is why your feedback and issues regarding orders need to be heard.

Use [email protected] to address your problems and concerns.