FAQ & Shipping
FAQ & Shipping
*Important: Shipping times are heavily delayed over the holidays (November - mid January). Due to a high influx of orders and a couple of our items going viral, shipping may take 2-6 weeks.
Clusiv partners with global merchants and works very closely with skilled tradesmen in order to provide you with the absolute best products at the best Price!
Recently our products went viral, and we are undergoing shipping infrastructure changes to our shipping centers in the United States through October 2018.
This means that your order may be shipped from global areas such as the United States, Russia, Thailand, Tibet, China, India, etc.
Because we are currently shipping directly from our partners in these countries, your items may take 2-4 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way :)
- How much is shipping?
- Rest assured, shipping is always $5.95, no matter what.
- How long does it take for an order to arrive?
- Items shipping within the United States typically take 3-7 business days. However it may take 2-4 weeks while we expand our shipping capacity through October 2018. We are a rather young company and manufacture our products in China to keep the price of luxury phones low for you! If you're still not sure about your shipment, just email us. We're happy to help.
- Can I have a tracking number?
- Tracking details will be supplied once the orders have been shipped, tracking details are only available for the U.S.A. Please allow at least 48 hours after we supply the tracking details for them to register on the system.
- Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email in wrong. Throughout the process we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping notice.
If you believe you may have entered your email wrong please contact us and we will fix it for you.
- Are the "FREE" items really free?
- YES! For our promotional items, all you have to pay is the shipping cost. The price of the item itself is $0.00 :)
- What is your refund policy?
- All orders can be cancelled within 24 hours, we hold off sending all orders for that period to allow for a cooling off period. If 24 hours has passed since you have placed your order and you have received a shipping confirmation, that means the order has been sent and the order can no longer be canceled.
- Monthly subscriptions cannot be cancelled once the order has processed and your credit card has been charged. Subscriptions can be cancelled anytime prior to each monthly billing cycle.
- If your order has any defects, you can return the order to us for an exchange and in select cases a full refund excluding any shipping costs.
- We strive for a 100% satisfaction shopping experience, if there are any issues at all please get in touch with us and we will endeavor to resolve any problems or queries that may arise.
I entered my address wrong! Can you please change it or replace my order?
Yes! If you contact us within 24 hours we can change your order once you provide us the correct address. Otherwise, we do not accept responsibility for wrong addresses. Please enter your address carefully at checkout.
What is the monthly subscription?
The monthly subscription is a monthly delivery of one phone case, one timepiece, or one pair of shades per subscription. Each subscription includes a trial of a free product and costs between $25 to $40 / month until cancelled; shipping fees may apply.
If I order a free item, will I be signed up for the subscription?
Yes. All of our free product promotions sign you up for a 30 day trial, so you can test our products. After 30 days, you are billed for the bundle if you do not cancel.
- How do I contact you?
- If you have any questions that are not on this FAQ page, please email us at email@example.com where we will promptly get back to you!