FAQs

This comprehensive list of Frequently Asked Questions will help you find valued details, shopping and selling on Donatoy.

How long will it take to get my package?

Orders typically arrive within 10-25 business days from the day orders were placed, depending on factors such as the type of product, production/ shipping time, and any unforeseen circumstances. You can check the estimated shipping and delivery date on the product page.

Besides, visit our Shipping Policy to check the estimated production and shipping time. We strive to fulfill orders as quickly as possible and provide regular updates on the progress of your shipment.

Why does my tracking show the package staying in the same location for some time before delivery?

The tracking updates reflect the various stages of a package's journey. Sometimes, your package may appear to stay in the same location for a while because:

  • It’s being processed at a distribution center or local post office.
  • Scanning updates might be delayed as it moves to the next facility.
  • It’s waiting for the scheduled delivery date after reaching the final post office near your location.

Rest assured, your package is still on its way to you. Once it’s out for delivery, the tracking will update, and you’ll receive it as scheduled. If you have any concerns, feel free to contact our customer support team at [email protected].

I didn't receive the confirmation email.

Order confirmation email will be sent to you immediately after your items have been successfully paid.
In case you did not receive an order confirmation email from us, please take the following steps:
- Check Spam or Ads folder or other email account
- In case after 1 hour from the time of placing an order successfully, you still have not received the order confirmation email,
please contact us via [email protected] for the fastest support

Can I switch my order?

No. When a customer places an order, they will be asked to confirm all of the details regarding the item’s size, design, quantity, and so on. As a result, we do not accept returns or exchanges due to your selection of incorrect items, sizes, designs, addresses, and so on.

Can I cancel my order?

Yes, orders can be cancelled. However, you can only cancel your order on the same day if you do so within 4 hours of placing it. If you contact us after this time to cancel your order, it may have already been sent to the warehouse for processing and shipping.

Can I ship the order to multiple addresses?

We only ship orders to one address at a time. If you want to ship items to different places, you'll need to make separate orders for each address.

Will VAT taxes be charged?

We do not collect any tax for international shipping. All taxes and duties fees are the responsibility of the recipient.
The VAT charges may vary according to the country. We recommend contacting your local custom office for more information.

I never received my package, what should I do?

In case your order arrives later than expected, it’s important to note that the estimated delivery times provided include both the producing and shipping durations. While we strive to offer accurate estimates at the time of checkout, there are instances where certain orders may experience slight delays either during the production process or while in transit due to the carrier.

If the estimated delivery date for your order has elapsed and your order has not yet arrived, we recommend waiting for a few additional days to allow for any potential delays in transit.

For U.S. orders, if a package has not been successfully delivered and it has been more than 30 days since the order was placed and tracking data is showing, you can request a refund or make a request to have the order be re-sent. If it has been less than 30 days and tracking data is showing, please patiently wait until the package has a chance to arrive.

For international orders, if a package has not been successfully delivered and it has been more than 30 days and tracking data is showing we will replace or refund these orders.

Should your order still not arrive after this grace period, please don't hesitate to reach out to us for further assistance via [email protected].

For more information or specific queries that you cannot find the answer in this page, please get in touch with our support team via [email protected].

Can I return or refund my order?

Items can be exchanged or refunded within 30 days of delivery. You won't incur any additional fees if the fault is ours. For more details, please visit our Return & Refund page to understand which cases are eligible for returns/refunds.

What is the refund or return policy's time frame?

Our policy was in effect for 30 days after the delivery process was completed. After 30 days, the order will be considered accepted by the customer, and no reimbursement will be made. Read the Refund & Return Policy for more information.

What payment methods and currency do you accept?

Our payment methods include:

  • Credit/debit cards (Mastercard, Visa, American Express, Discover)
  • Paypal

You can click on the link below to get more information: https://donatoy.com/payment-methods/

Currently, the currency accepted in our store is USD. Remember to check the exchange rate before completing your purchase.