About Products
Product detail
Q1: Are your ceramic flower pots handmade? Are there any color/size variations?
A:Some are handmade, and there may be slight natural differences in color, texture and size. If you need to match color or size, it is recommended to purchase products from the same batch (you can contact customer service to check the batch information).
Q2: Are the flower pots suitable for outdoor use? Can they withstand extreme weather?
A:Our flower pots are designed for indoor and outdoor decoration. A small number of products may cause the glaze to fade or crack if they are exposed to rain, snow or large temperature differences for a long time. It is recommended to use a waterproof tray and move it indoors when the temperature is below 0℃ in winter.
Q3: Does the flower pot have a drainage hole at the bottom?
A:Some styles have drainage holes (about 1-2 cm in diameter, depending on the size of the flower pot), and some styles have no holes (suitable for decorative ornaments and hydroponics). For specific information, please check the "Specifications" section of the product details page, or contact customer service for confirmation.
About return and refund
1.Return eligibility and deadline
Q1: Can I return the full-price ceramic flower pot I purchased?
A: Yes. Full-price products support 30 days of unconditional return (starting from the date of receipt), and must ensure that the product is unused and meets the return conditions. Promotional/discounted products do not support returns.
Q2: What if the flower pot has quality problems (such as damage, defects)?
A: If it is due to quality problems (such as firing defects, transportation damage), you can apply for a replacement. Please send an email to info@ancooly.com with a description of the problem and clear photos, and we will arrange a replacement as soon as possible.
Q3: Is it supported for exchange?
A: Only exchanges due to quality issues are available, no unconditional returns are provided.
2.Return conditions and packaging requirements
Q1: What conditions must be met for return?
A:
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The product is unused and in the original condition when it was received (no scratches, damage, stains, etc.);
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The original packaging and all accessories (such as trays, fillers, packaging boxes, etc.) must be retained. Missing or damaged packaging may result in a rejection of the return;
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Proof of purchase (receipt or payment record, such as order ID) is required.
Q2: Will the return be affected if the original packaging is lost/damaged?
A: Yes. The original packaging is a prerequisite for safe transportation. Missing or damaged packaging may result in a rejection of the return application.
3. Shipping and Refund
Q1: Who will pay for the return shipping?
A: The return shipping is borne by the customer. It is recommended to choose a logistics method with tracking function and insurance, and properly package to avoid transportation damage.
Q2: Can the shipping fee be refunded after the return?
A: The shipping fee of the original order will not be refunded, only the qualified amount of the product itself will be refunded.
4. Refund process and time limit
Q1: How to apply for return?
A: Send an email to info@ancooly.com to explain the return requirement, obtain the return address and send the product back with the purchase receipt.
Q2: How long does it take for the refund to arrive?
A: After receiving the product and completing the inspection, we will refund through the original Shopify path, and the arrival time is usually 3-10 working days (depending on the payment institution).
5. Other matters
Q1: Does the gift card support returns?
A: Gift cards do not support return or refund.
Q2: What should I do if the return is damaged during transportation?
A: If the return is damaged during transportation due to improper packaging, it may affect the refund or exchange application. It is recommended to reinforce the packaging and keep the logistics tracking record.
About Delivery
1.Delivery area
Q1: What areas does your delivery range cover?
A: We deliver to the following states and regions in the United States: （Excluding Hawaii and Alaska）
New England: Maine, New Hampshire, Vermont, Massachusetts, Rhode Island, Connecticut
East Coast and Central: New York, New Jersey, Pennsylvania, Ohio, Michigan, Indiana, Wisconsin, Illinois, Minnesota, Iowa, Missouri, North Dakota, South Dakota, Nebraska, Kansas, Delaware, Maryland, Virginia, West Virginia, Kentucky, North Carolina, South Carolina, Tennessee, Georgia, Florida
South and West: Alabama, Mississippi, Arkansas, Louisiana, Texas, Oklahoma, Washington, D.C., Montana, Idaho, Wyoming, Colorado, New Mexico, Arizona, Utah, Nevada, California, Oregon, Washington
2.Delivery Time
Q1: How long does standard delivery take?
A:Processing time: Orders are usually shipped within 2-6 business days (excluding weekends and holidays).
Transportation time: After shipment, the package will take 3-10 business days to arrive, depending on the distance of the destination.
Q2: Will the items of the same order be delivered together?
A: They may be delivered separately. If the ordered items come from different warehouses, they may be shipped in batches, and the delivery time may vary slightly. After each order is shipped, you will receive the corresponding logistics tracking information.
Q3: Do you provide same-day delivery service?
A: Currently, same-day delivery service for online orders is not supported.
3.Logistics tracking and changes
Q1: How to check the logistics status of the order?
A: After the order is shipped, the system will automatically send the tracking information to your registered email address. You can check the real-time status of the package through the link.
Q2: Can the address be modified or cancelled after the order is shipped?
A:Please contact us as soon as possible (info@ancooly.com), and we will try our best to assist in the modification before the order is processed.
If the order has entered the delivery process, it may not be changed. Please refer to customer service feedback for details.
Q3: How to deal with delivery delays or exceptions?
A: After delivery, the logistics time is affected by the carrier (such as USPS, FedEx). If there is a delay due to force majeure such as weather and traffic, we will assist in follow-up, but we cannot control the specific time.
4.Other matters needing attention
Q1: Does the delivery include PO Box or remote areas?
A: The current delivery range covers regular addresses in the above states. It is not clear whether PO Box or remote areas are supported. It is recommended to contact customer service for confirmation before placing an order.
Q2: Is international orders supported?
A: The current policy only covers the above areas in the United States, and international delivery is not supported for the time being.
If you need further assistance, please contact customer service email: info@ancooly.com.
