Frequently Asked Questions (FAQs)
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can use all the major credit cards and PayPal in our store.
HOW SECURE IS MY PERSONAL INFORMATION?
Ecocaste adheres to the highest industry standards to protect your personal information using top-notch security solutions. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), widely employed on the internet for safe payment processing.
MY TRACKING NUMBER IS NOT WORKING
While 90% of our orders have tracking numbers available, it's possible that your order doesn't have one. Please contact us at support@ecocaste.com if you need more information about a shipment without a tracking code, and we'll do our best to provide you with information. You'll receive your tracking number by email within a few days of your order. You can then track your order using the code on our Track Order page. Ensure accuracy by using copy & paste when entering the code.
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED OUT?
Once your items are dispatched, we'll send a notification email to your registered email address and the phone number you used at checkout. The tracking number is usually available within a few days of dispatch. You can also check our online order tracking page.
THE TRACKING SITE SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it reaches your local post office, even though you haven't received it. In this case, wait a few more days for your postal service to deliver the package or contact your local post office, as they may be holding the item for you.
DO YOU SHIP INTERNATIONALLY?
Ecocaste ships worldwide every day, making shipping available to most countries around the world.
HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items undergo a handling period before dispatch. Approximately 99% of orders leave the warehouse within 1-3 days of payment. You'll be notified by email when your items have been shipped.
MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If, for any reason, your items do not arrive within 45 business days from the purchase date, please contact support@ecocaste.com.
HOW LONG DOES SHIPPING TAKE?
Standard International Shipping: 8-20 business days. All orders will be dispatched from our warehouse within 3 business days. During peak periods, please allow up to 6 business days for dispatch.
HOW IS THE PACKAGE DELIVERED?
The delivery method depends on your location and the product you order. The package will be delivered to your home, mailbox, porch, or local post office with a notice left in your mailbox.
HOW MUCH DO YOU CHARGE FOR SHIPPING?
We offer FREE shipping worldwide!
FROM WHERE IS MY PACKAGE BEING SHIPPED?
Our warehouses are located in China & the United States. Most orders are shipped from China. For more information, please contact us at support@ecocaste.com.
WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?
If you receive a damaged or faulty product from Ecocaste, please provide photographic or video proof of the damage, and we'll promptly send you a replacement item at no cost.
I'VE ENTERED A WRONG SHIPPING ADDRESS / CHOSEN THE WRONG VARIANT! CAN I CHANGE IT?
If this occurs, email us at support@ecocaste.com as soon as possible. We'll attempt to assist, but once the order enters the shipping process, changes may not be feasible. Please contact us, and we'll do our best to help, but note that refunds aren't guaranteed for orders sent to the wrong address.
MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
We're not liable for delays caused by customs or local post services. Customs charges and taxes are the recipient's responsibility. Contact your local customs office for details. If your order is held in customs, contact your country's customs department for assistance.
CAN I CHANGE MY SHIPPING ADDRESS?
After placing an order, the information goes to the shipping department, taking 1-3 working days to process. Contact Customer Service immediately if you need to change your shipping address. Ensure all provided information is correct before submitting your order to avoid mail losses or other mishaps.
NOTE: For customers providing a different shipping address than their permanent one, we won't be responsible for lost parcels or undelivered items if you've moved from the provided address.