For questions not addressed below, please feel free to contact us: firstname.lastname@example.org. Normally, our service team will reply within 24 hours, and all emails will be replied to.
Q: What if I forget my login password?
A: Click on “Forgot Password” at the Sign in page, and fill in your registered email then we’ll email you a link to easily reset your password.
Order & Payment
Q: Can I make changes to my order?
A: Yes, please send us an email WITHIN 24 HOURS of ordering. We will try our best to make changes for you before we engrave the item or ship your package out.
Q: Where Is my order confirmation?
A: As soon as your order is approved, you will receive an email confirmation to the email address you entered on your order. If for some reason you did not receive an email, please check your spam folder and add email@example.com to your safe sender list. You can also check your order status by signing into your Trendyland account on our website.
Q: What methods of payment do you accept?
A: We accept Visa, Mastercard, American Express, JCB, PayPal, and Apple Pay.
Q: Why is my order detail showing “Payment Error”?
A: Our system is currently setup in a way that each attempted checkout is viewed as a separate order. If you cancelled the payment process during the checkout process, your incomplete order will be moved to your “Orders” page within your Trendyland profile, along with all the items that you were trying to order, and any applied promo codes. You can view your order history and choose to complete any cancelled order there. If you cancelled the payment process anytime during the checkout process, the incomplete order will be temporarily labeled “Payment Error”. Do not worry, simply click “Check Out” on the order detail page again, and you will be able to pay for your items and complete the order. You can view your order history and choose to complete any incomplete order by signing into your Trendyland profile, and click on “Orders” page.
Q: Why was my order cancelled?
A: Your order can also be cancelled if your payment is declined by your bank, credit card company, PayPal, or Apple Pay. If you wish to place the order again, simply place the order again through by signing in to your Motif profile, click “Orders”, and select the order you wish to process. In some cases, the item you ordered may have became out of stock and is no longer available. If an item in your order does become unavailable, you will be contacted within 24 to 48 hours regarding the cancellation. If your order contains additional items, these items will still be shipped to you and only the unavailable item will be removed from your order.
Q: Why was my payment declined?
Most payments are declined due to billing information entered not matching the address your bank has on file. Please be sure to check that your payment details match what your bank has on file, and if that still does not work, please send us an email to firstname.lastname@example.org and we will try our best to help.
Q: Why does it look like I was charged more than once?
A: Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit a payment. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. The pending transaction will clear up within 3-5 business days, depending on your bank, and will never turn into a charge. You will always get an email confirmation for every charge that we make, when an order is successfully placed on our site.
Shipping & Tracking
Q: When will my order ship?
A: We process and ship orders Monday through Friday. Orders are usually fulfilled and shipped within 2-3 business days of purchase. Shipping time for pre-order/personalized pieces may take longer. When your order ships, we will email you a shipping confirmation with tracking information. Please check your spam folder if you did not receive any email. You can track your order by logging into your Trendyland account and select "Orders".
**Due to the current high volume of orders, we are experiencing brief delays with some shipments. **
Q: Do you ship internationally?
A: Yes, Trendyland currently ships to 30+ countries and we are always adding more. We even offer free Expedited Shipping for orders over USD $100 in some countries and regions.
Q: How long will it take for my order to arrive?
A: We provide two options for delivery:
Option 1. Registered Airmail (7-15 business days upon receiving shipping confirmation)
Option 2. Expedited Shipping (3-7 business days upon receiving shipping confirmation) when you purchase $100 or more.
Please note: For countries other than US, Canada and Australia, Registered Airmail may take up to 22 business days to arrive due to local dispatch or other reasons.
Q:How can I track my order?
A: We will send one order confirmation email to you after you complete your purchase. When your package is shipped, you will get a shipping confirmation email from us with the tracking information.
You can also track your order by signing into your Trendyland account on our website, and select "Orders".
Please note that for Registered Airmail, their tracking system can sometimes be slow to update, and you may not see your order appear for a few days.
Q: Why I cannot find any information when I am checking the shipment status of my orders?
A: First of all, we are afraid that it will generally take 48 hours before you can see the updated shipment status information after you receive the shipment notification email. Please come back to the site to check the updated status later.
If you cannot find any update info after 48 hours, please help to refresh the page and then re-enter the tracking number of the package to double check because the issue might be caused by slow network speed. If unfortunately you still can’t find the updated info, please email to our customer service (email@example.com) for help and we are more than happy to help you out.
Return & Exchange
Q: What should I do if the product does not fit?
A: Due to the concern of pet health safety, we are not able to accept returns. Therefore, we suggest that you carefully choose the product. However, you can reorder the product with the appropriate size with discount (exceptions may apply). To request reordering with discount, please email your order number, name of product to : firstname.lastname@example.org
Q: I’ve changed my mind. Can I return a product if don’t want it anymore?
A: Due to the concern of pet health safety, we are not able to accept returns.
Q: Why I cannot get any notification after I completed the purchase in the site?
A: The order confirmation email is sent to you with order details after you completed your purchase and the shipping confirmation email with tracking number and tracking instructions is sent to you after your package is shipped
Please check your spam box and search for it with keyword of motif. If you still can’t find it, please email to our customer service email (email@example.com) for help and we are more than happy to help you out.