FAQ

Pre-Order Products—Purchasing Steps:

Placing an order couldn’t be easier, please follow the steps below:

1. Go to www.thundermates.com
2. Click on the product icon
3. If you agree with the Terms & Condition, please press “Accept”
4. Click “Add to Cart” to place the product in your cart, if you’re happy to proceed to checkout, please click “Checkout”
5. Enter your personal information, delivery method and payment method
6. Review and confirm the above, then press “Place Order”
7. An email confirmation will be sent to your email address to let you know your order details. It’s worth checking that you have marked Thunder Mates as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

All sales are final. We do not accept returns for refunds, credit or exchanges. Once the order has been made successfully, ordered items cannot be changed or cancelled, hence, please review all of your information carefully when you place the order. For any incorrect order due to our system failure, please contact us at www.thundermates.com.

All customers will receive a tracking number upon their shipping confirmation email. You may simply enter your tracking number on the link provided to view the up to date tracking. Please also bear in mind that delivery times may vary depending on the courier service and your local Customs.

Your orders will usually be shipped out by the estimated delivery date. Please allow up to a week for order processing and verification, and an additional 10 business days for delivery. Please note that delivery time is not guaranteed as delivery times may vary depending on the courier service and your local Customs. In some cases, the local Customs office may require additional documents and time to have your package cleared, this may also cause further delay on the delivery.

Thunder Mates will not be responsible for delays caused by Customs or courier services. We are not responsible for any lost or stolen packages confirmed to be delivered to the address entered for an order.

We currently accept PayPal payments only. You may pay by Visa, MasterCard, American Express or discover credit cards via PayPal.

Import Taxes and Duties— Import taxes, duties and related Customs fees may be charged upon delivery at the destination country. Different charges may be levied by the governments/ local Customs office.

Customs & Regulations— You are obligated to check your local postal regulation for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

For service coverage and the exact terms of conditions of third party courier, please refer to courier service’s official website.

Your satisfaction is Thunder Mates’ highest priority. Regrettably, all packaging serves as a protection against damage. We will not replace or repair any damaged packaging.

Yes, if you feel you have received a faulty or defective product, you may contact us at matesthunder@gmail.com within 7 days upon receipt. Please include your order number, damages and defects evidence of the item in your email to request for exchange. Replacement or refund may be considered upon valid damage subject to the product availability, Thunder Mates reserves the right to final product exchange confirmation.

All returning products must be in original condition, with all tags attached, and must be returned in the original undamaged box and/ or packaging.

Please feel free to email us at matesthunder@gmail.com or submit any questions on our website. We will try our best to get back to you asap.

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