FAQ
Frequently Asked Questions (FAQ)
1. How can I contact Total Guard Solutions?
You can email us at support@totalguardsolutions.com, where our customer service team will be happy to help you with whatever you need! We strive to respond to all inquiries within 24 hours.
2. Do you ship worldwide?
Yes, we offer worldwide shipping to ensure everyone can access our products.
3. Where do you ship from?
We ship all orders from our warehouse located in Hong Kong.
4. Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. All requests made after this time will be denied. However, once you receive your order, you can return it for a full refund.
5. What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX), iDEAL, and PayPal payments.
6. When will my order be processed?
All orders are handled and shipped out from our warehouse. We process orders between Monday and Friday, excluding weekends and holidays. Please allow 1-3 business days for processing from the order date, and the order will be shipped the next day after processing. Please allow extra time for processing during holidays and sale seasons.
7. How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive. Please note that shipping times may vary based on your location and any potential customs delays.
8. What if I don’t receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund. Please contact our customer service team at support@totalguardsolutions.com for assistance.
9. Will I be charged customs and taxes?
The prices displayed on our site are tax-free in Euro. You may be liable to pay for duties and taxes once you receive your order, as import taxes, duties, and related customs fees are determined by your local customs office. These charges are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details on charges, please contact your local customs office.
10. How do I return an item?
If you wish to return an item, please contact us at support@totalguardsolutions.com. Our team will guide you through the return process. Items must be unused and in their original packaging to be eligible for a return.
11. What if the item(s) I received are defective, incorrect, or damaged?
If you have received merchandise that is incorrect, missing, or defective, please contact us at support@totalguardsolutions.com. Be sure to include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our best to resolve your case as quickly as possible.
12. When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. If you haven’t received a credit for your return yet, please contact your bank or credit card company, as it may take some time before the refund is posted to your account.