FAQs, Refunds & Shipping Policy

HOW CAN I CHANGE MY SHIPPING ADDRESS?

By default, the last used shipping address will be saved into to your account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.

HOW CAN I TRACK MY ORDERS & PAYMENT?

After logging into your account, the status of your checkout history can be found under Order History.

HOW DO I CANCEL MY ORDERS BEFORE I MAKE A PAYMENT?

After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?

It depends on where you are located. If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.

HOW DO YOU SHIP MY ORDERS?

All your orders are sent via UPS, FEDEX, USPS, China Post, etc.…

HOW DO I MAKE PAYMENTS USING PAYPAL? HOW DOES IT WORK?

Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to Epalipapa.com system for your order.

It's fast, easy & secure.

WHAT ARE THE PAYMENT METHODS AVAILABLE?

At the moment, we only accept Credit/Debit cards and Paypal payments.

CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.

By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.

WHY MUST I MAKE PAYMENT IMMEDIATELY AT CHECKOUT?

Product ordering is on ‘first-come-first-served’ basis. To ensure that you get your desired products, it is recommended that you make your payment within 60 minutes of checking out.

WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)

We take such matters very seriously and will look into individual cases thoroughly. Any product that falls under the below categories must not be thrown away  and pictures must be taking as proof and email the photo of the affected products and your D.O (Delivery Order) to us at sales@epalipapa.com.

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event of damaged products received, we will require photo proof of the affected products and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the products to you at no cost, subject to availability. In light of this, any product that falls into this category must not be thrown away and pictures must be taking as proof and email the photo of the affected products and your D.O (Delivery Order) to us at tonmerde@gmail.com
2. In the event of lost mail, we will try to locate the delivery team and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.

WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG or missing product?

We take such matters very seriously and will look into individual cases thoroughly. Any product that falls under the below categories must not be thrown away and pictures must be taking as proof and email the photo of the affected products and your D.O (Delivery Order) to us at sales@epalipapa.com.

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event that the product you've received is unsatisfactory in any way you perceive, we will require photo proof of the product and your D.O (Delivery Order) as well and you may be required to send us back the product for close inspection and review before a decision is made to re-send a product to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.
2. In the event that you receive an expired product, we will require clear photo proof of the product and its expiry date for close inspection and review before a decision is made to re-send a product to you at no cost, subject to availability.
3. In the event that you've received the wrong product, we will require photo proof of the wrongly sent product and D.O (Delivery Order) and after reviewing, we'll re-send the correct product to you at no cost, subject to availability.
4. In the event you've received your order with a missing product, we will require you to email us a clear photo proof of your D.O (Delivery Order) to tonmerde@gmail.com and after which, kindly our customer service rep will reply to you to find out more before a decision is made to re-send the missing product to you at no cost, subject to availability.

I AM HAVING PROBLEMS ACCESSING PRODUCT STORE. SOME OF THE PAGES LOOK WEIRD. AM I USING THE RIGHT BROWSER?

As Product Store uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Product Store:

1. Microsoft Internet Explorer Version 10 onwards.

• Download the latest Microsoft Internet Explorer at: http://windows.microsoft.com/en-us/internet-explorer/download-ie

2. Mozilla Firefox Version 10 onwards.

• Download the latest Mozilla Firefox at: https://www.mozilla.org/en-US/firefox/new/

3. Google Chrome Version 12 onwards.

• Download the latest Google Chrome at: https://www.google.com/chrome/browser/desktop/

In addition, please ensure that your Javascript and Cookie is enabled on your browser.