1. Why Is My Credit Card Being Declined?

The most common reason for a credit card being declined is information being entered incorrectly. Please confirm that all information submitted is an exact match for your credit card, including the billing address that your bank has on record for your card. If your still having problems or getting a declined message, please check the following items and steps:

• Try contacting your bank or credit card provider.
• If your recently received a new card with a chip, be sure to double-check the CVV code (usually a 3 digit number) on the back.
• Check your credit card expiration date.
• Make sure the information under the personal information matches the credi card name, address, postal code, etc. 
• Do not use any autofill settings as this can trigger an error.

• Try a different credit card.

  
  

2. I Didn't Receive An Order Confirmation Email. Did My Order Go Through?

If you haven't been able to find your oder confirmation in your inbox, be sure to check your spam foilder! If you have checked your spam folder and are still not seeing a confirmation, please contact us as something may have gone wrong. In order to help you resolve the issue efficiently, please include the following information:

Your name, email address, and payment method (PayPal, Credit Card, Apple Pay, etc.)

3. Is My Credit Card Transaction Secure?

We use industry-standard SSL (secure sockets layer) encryption for all credit card information. Feel free to click on the security icons during the checkout process to verify that your information is safe. 

1. How Do I Place An Order?

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 72 hrs on average and you will receive your package within 2-6 weeks (depends on your destination).

If you are a business owner who is interested in bulk purchase, feel free to drop us an email at info@thetherapeuticalpaca.com. We will get back to you within 24 hours. 

2. How Do I Track My Package?

All our shipping methods have tracking. Note that Note that the quality of tracking may differ for some local carriers.

If your oder has been delayed, or if you have any questions, please contact our customer service team via WhatsApp messaging at +6590024997 so that we can look info this for you.

3. How Do I Check My Order Status?

You can check on your oder by logging in to your customer account. Visit your profile and you will see "Orders listed there. You can see the details of each order by clicking "View Order" on the right. Once your order has shipped, tracking information (when available) will be located here as well. 

4. Can I Make A Change To My Order Or Cancel It?

Generally, we cannot cancel or make change to an order once it has been placed. This is because as soon as we receive your order, it is sent to our printers immediately to begin the production process and once that starts, it is difficult to make any changes or cancellations. If you need to change any details (sizes, address information, etc) or cancel your order, please let us know as quickly as possible through WhatsApp messaging. Changes or cancellations to an order are time-sensitive and if we are able, we will do our best to accommodate but we are unable to guarantee the ability to help with your request once an order has begun processing.

We will do our best to make any requested changes, however, if we are unable to do so please be advised that cancellation may not be possible due to the custom-printed nature of each order.

Please keep in mind that we cannot make changes or cancel an order after it has been shipped, and our packages do not qualify for mail forwarding. We are not responsible for lost or mis-delivered packages if incorrect or old address information is provided on an order. Please ensure your address in our system is up-to-date before placing your oder to prevent any disappointment.

5. How The Therapeutic Alpaca is adapting to COVID-19?

We work with a fulfilment partner to print and ship our orders. We're in regular communication with them for the latest updates of what's going on. 

Our fulfilment partner is still operating and we're continuing to accept orders. Our partner fulfilment centers are back to normal operations, however shipping lead time will still take slightly longer than normal as covid-19 is still ongoing. Not to worry, your order will definitely reach you and tracking number will be provided for each order we recceive.

Your support means a lot to us, especially during this time. Stay safe and take care of yourselves.

1. Do You Ship Internationally?

We ship to most countries using a consolidated international service. This means shipping is pretty cheap but does take an average of 2-6 weeks to arrive (in addition to our standard 2-7 business day processing time frame) depending on the country you are in.

We do not collect customs duties or import taxes at the time of purchase. Please check all applicable customs laws to know your country's current tax rates.

2. How Long Will It Take To Get My Order?

At The Therapeutic Alpaca, our items are printed to order (not printed in advance). The majority of our orders ship within 48-72 hours, but it can take up to 7 business days to print before shipping. 

Our estimated transit times is listed below. This does not include the printing timeline indicated above. Transit times are based upon those provided by our carriers (FedEx, DHL, USPS, dPD, Latvia Pasts), but we cannot guarantee transit times.

• US, UK, Belgium, Netherlands,  Denmark, France, Austria, Czech Republic, Lithuania, Latvia and Germany orders take 2-5 business days to be delivered to you.

• Italy, Hungary, Croatia, Poland, Macedonia, Finland, Norway, Sweden, Japan orders take 5-7 business days to be delivered to you via Carrier FedEx, Carrier DHL, Carrier Latvia Pasts, Carrier USPS or Carrier dPd.

• Canada, Spain, Bulgaria, Iceland, Romania, Greece, Serbia, Ukraine, Belarus, Korea, Taiwan, Singapore, Malaysia, Thailand, Indonesia, Papua New Guinea, Cambodia, Vietnam, India, Pakistan, Bangladesh, Kazakstan, Nepal orders take 6-10 business days to be delivered to you via Carrier FedEx, Carrier DHL, Carrier Latvia Pasts, Carrier USPS or Carrier dPd.

• The rest of International (except Cuba, Iran, Crimea, Syria, and North Korea) orders take 8-14 business days to be delivered via Carrier FedEx, Carrier DHL, Carrier Latvia Pasts, Carrier USPS or Carrier dPd.

We strive to get orders to our customers as quickly as possible. If your order is now past its 7th business day and is still processing, or if you have questions about your shipment status, please get in touch with us. 

Please keep in mind that international delivery may take 2-6weeks. Nonetheless, you may expect shipping delays due to Covid-19 (Refer to point 5 below for more details). 

3. How Much Is Shipping?

Orders under SGD$70 will be charged for shipping depending on your country. Full price will be displayed at checkout. You can enjoy free shipping for order SGD70 and above. 

4. I Think My Order May Be Lost, What Should I Do?

If your oder gets lost, it's a very sad day! We want to get this resolved for you as soon as possible. Please read on the know what the next steps are, depending on your situation:

• I'm an international customer and my order has not arrived. What's going on?
  While our international shipments do offer door-to-door tracking visibility, there are instances when the local postal service takes receipt of the shipment but does not scan the shipment into their system or neglects to send updated tracking details back to the original tracking number. Do not fear - in most cases your package is in fact on its way! Average international delivery time is about 2 weeks once a package has been shipped, however, international delivery may take up to 5 weeks (to account for all possible delays such as customs processing, holidays, etc). If you have not received your package within 6 weeks from the date if your shipping notification, please contact us.
  
  If you contact us prior to the 6-week mark, we will need to wait until the 6 weeks is up. If it has been more than 6 weeks since your ship date, please contact us. 
  
  

•  I'm a US and UK customer and my tracking isn't updating. Is my package lost?
  Please allow 24-48 hours for the tracking to start updating after you've received your shipment notification. If it has been over 48 hours and the tracking number is still not updating, please contact us as there may have been a problem when your package was picked up by our shipping partner.
  
  

• My tracking shows "Delivered", but I didn't receive my order.
  

  Occasionally the carrier will pre-mark a package as delivered once it has been loaded onto a truck for delivery in certain zip codes.We ask that you wait at least 24 hours after the package was marked delivered to see if it arrives. Be sure to check with your neighbours, housemates, family members, dogs and garden gnomes to see if they happened to receive the package by mistake or on your behalf!
  
  If the package does not turn up, please first contact the carrier (displayed in your shipment email) to see if they have any information. 

For all cases when you have not received your order, we need to be contacted within 60 days of the shipping date, if that does not happen we may not be able to follow up on your oder for any information and a refund or replacement may not be issued. 

If you still need assistance, please contact us at info@thetherapeuticalpaca.com!

5. Are there any shipping delays due to COVID-19? 

Yes. On average, you are expected 5-7 days of delay IN ADDITION to the estimated delivery times indicated above.  

We don't ship to the following countries: Brunei, Eritrea, French Guiana, French Polynesia, Guadeloupe, Laos, Martinique, Mongolia, Myanmar, Reunion Island, Samoa, Saint Pierre and Miquelon, South Sudan, Tajikistan, Timor-Leste, Turkmenistan, Yemen.

This list is current as of June 26, 2021.

We're in touch with our carriers and they'll notify us of any more disruptions. We also recommend you follow your local news for any regional disruptions.

6. Is it safe to receive packages from areas where COVID-19 has been reported? 

This is what the Word Health Organization recommends:

Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low. 

^{1. What happens if i received a damage or incorrect product?}

Our team will do their best to work with you to resolve any problems or concerns with your order. If you receive an item that is damaged or incorrect, please contact customer service within 14 days from date of delivery. Please include photos of the item as well as your preference for a replacement or exchange. 

Items will only be eligible for a replacement if they fall into one of the following categories: defective shirt, poor-quality print, incorrect item, damaged in transit. 

*If we are not contacted within this 14-day time frame, a refund or replacement may not be issued. 

2. My Tees Have An Odor, Is This Normal?

The majority of our products are printed using Direct-To-Garment (DTG) printing. This process requires a liquid treatment application onto the tees that has a slight odor. This treatment allows the graphic to permanently stick to the fibers of your tee. This is very normal and industry standard. The smell will go away once the garment is washer; simply follow our care instructions.

3. Returns and Exchanges Policy

Due to the custom printing and limited edition nature of our products, all sales are final. Please be sure to consult the size chart (available on all product pages for convenience) before purchasing to ensure that your item will fit correctly. If you need to make a change once your order has been submitted, please contact customer service immediately as we do not guarantee the ability to make changes or cancellations to existing orders.

If you believe the order your received is incorrect or defective, please review item 1 above for the next steps.  

Depending on where you live in the world your order from The Therapeutic Alpaca may be subject to taxes/fees imposed by local agencies. These added fees are not included in the shipping cost paid at check out. We have no control over any countries's import taxes or customs laws. Customs charges are typically assessed by the weight, cost and amount of product within one order. We are unable to mark orders as gift to circumvent customs fees. 

If the package's customs charges are not paid for, the order will likely be returned to us. We are unable to issue refunds for customs fees, shipping costs or the cost of the order should the fee not be paid. You can find more information about your country's customs laws by contacting your local postal service or Customs Department.