FAQ / CUSTOMER SERVICE
**IMPORTANT NOTICE OF POTENTIAL DELAY**
Due to the ongoing outbreak of the Coronavirus 2019 (COVID-19) which was declared a pandemic by the World Health Organization, and as the situation continues to evolve, Ankaa Universe remains fully committed to pursuing the completion of all orders in a safe, diligent and reasonable manner under the current circumstances. This hereby notice is to inform of the potential delays beyond our control (ie factory production delays, factory shipping delays, factory closures, customs delays at the border, etc) around the globe that may impact the time it takes for purchased products to reach customers. Ankaa Universe (Ankaa) hereby reserves all rights it may have under our contract and applicable law to protect its legal and commercial interests, including without limitation the right to seek an extension of time on order completions. Please keep records you deem appropriate to confirm any extensions. We assure you that we are constantly evaluating all options in order to minimize the impact of such delays on any and all orders. Your cooperation in minimizing these impacts are appreciated as we continue to work together through this unprecedented event. Thank you.
01 - ORDER PROCESS
All orders are online only. If it's not from this site then it's not real. (please keep an eye out for social media scams, we do not sell through social media messages or anything else). Once orders are placed you will receive a receipt in the email you provided. If you ordered the incorrect size then wait until you receive the product and reach out for an exchange (if we have it available) or for store credit. If you change addresses, update with the USPS and they will route properly and we will change your address on your profile for future purchases. We are not responsible for lost or damaged packages via shipping.
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PREORDERS:
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Preorder means they are not in stock and are made to order. Once the preorder window closes, the factory is sent the orders and production begins. PLEASE NOTE: Preorders can take 8 to 12 weeks minimum to complete production at the factory (not including shipping times and delay at the border with customs) and this is currently longer due to COVID-19 delays. Please be patient with us. we will ensure that you receive your product. They will ship when completed and updates will be provided on IG (see number 2 below). Pre-order purchases are currently non-refundable and non-cancellable due to the limited stock on early shoe runs, factory timelines and recent changes made by payment processors and the changing of their policies. Payment processors are no longer refunding fees, so at the moment we will not be able to refund those fees accordingly. Apologies for any inconvenience.
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FIRST COME FIRST SERVE (FCFS):
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First Come First Serve (FCFS) means they will ship within 72 hours and are in stock. If ordered on Friday, products will ship that following Monday/Tuesday as our fulfilment center is closed on weekends.
02 - PRODUCT/ORDER UPDATES
Updates are done via Ankaa Universe Instagram page @ankaauniverse. If you do not see an update posted then there isn't one. We provide updates as we receive them from the factory and are very transparent with any delays and notify customers when products have movement. PLEASE NOTE: Preorders can take 8 to 12 weeks minimum to complete production at the factory (not including shipping times and delay at the border with customs) and this is currently longer due to COVID-19 delays. Please be patient with us, we will ensure that you receive your product.
03 - SHIPPING
We ship domestically and internationally. PLEASE NOTE: Preorders can take 8 to 12 weeks minimum to complete production at the factory (not including shipping times and delay at the border with customs) and this is currently longer due to COVID-19 delays. Once preorders arrive at the fulfilment center after clearing international customs, they will be shipped within 5-7 business days. All FCFS will ship within 72 hours. Orders can take 3-5 business days to process. Please note that this time-frame is the time for your order to be prepared for shipment. All orders are shipped via United Parcel Service, Inc. (UPS). If you are experiencing shipment trouble, please contact us at ankaaucustomerservice@gmail.com and provide us your order number. We will do our best to help! If you change addresses, please update with the USPS and they will route properly and we will change your address on profile for future purchases. Ankaa will not be held responsible for any packages lost or damaged in the mail. Therefore, please keep your postage receipt as proof of postage and value the items at the price in which you paid for the products.
04 - RETURNS/EXCHANGES
REFUND POLICY IN FULL (Policy is at the bottom of every product page, check out page and when you click and agree to the customer service agreement) ADDED HERE FOR FURTHER VIEWING:
RETURNS:
Ankaa does not offer returns for refunds. Returns are permitted on items within 2 days of delivery date. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a store credit will applied to your account, within a certain amount of days. All items must have an approved RMA before being shipped. Orders sent back without an RMA will not receive a refund or store credit.
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REFUNDS (IF APPLICABLE):
(SN: If Wix notifies us of suspicious activities; i.e multiple returns, fraudulent activity, etc. WE HAVE THE RIGHT TO CANCEL OR REFUND ORDERS. We also have the right to refund or cancel ANY order based on our own company discretion)
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**ALL REFUNDS AND/OR STORE CREDIT DOES NOT INCLUDE SHIPPING AND TAXES** (We undercharge for shipping products to all client orders as a company courtesy, which can be seen when sending items back to us).
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We accept refunds on all clothing items that have not been worn or damaged by the customer (excluding underwear/socks). We do not accept refunds on any leather goods, i.e Sneakers, boots, heels, backpacks, socks, wallets, or footwear. Due to sanitary and integrity reasons, we no longer accept refunds on footwear items once received, we do offer exchange (if available) or store credit towards a future purchase. There are no refunds on any PREORDER items, however once you receive your "PRE-ORDERED" Clothing item if it does not fit or if there is a quality issue we will happily exchange for the size you need (if available) or offer you store credit. There are no refunds on backpacks, belt, bags, glasses, laces, socks, or duffle bags, All sales are final.
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EXCHANGES (IF APPLICABLE):
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If you have an item that needs to be exchanged or returned for store credit, send the item back to the sender (the fulfillment center in Denver, CO). Our policy lasts 5 days. If 5 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Original payment refunds can only be provided under the guidelines and time restrictions allowed by payment company (Ankaa) and Wix. When original payment can not be refunded due to these guidelines and time restrictions Store Credit will be given. We only replace items if they are defective or damaged. If you need to exchange it for the same item (only if available), send us an email at ankaaucustomerservice@gmail.com with order number in the subject line and send your item to: 3PF Services, 5775 Broadway #200, Denver CO 80216, United States. We cannot hold stock for exchanges - in order to exchange an item please submit a new order online. Ankaa will not be held responsible for any packages lost or damaged in the mail. Therefore, please keep your postage receipt as proof of postage and value the items at the price in which you paid for the products.