HOW DO I KNOW IF MY PACKAGE HAS SHIPPED AND IS ON ITS WAY?
Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information.
Please note that the shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center.
Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit. Please allow 24-48 hours from the time you place your order for its status to update.
HOW CAN I TRACK MY ORDER?
WHY ISN'T MY TRACKING INFO UPDATING, IS THERE SOMETHING WRONG?
If it hasn't updated in over 2 weeks, please contact support.
MY TRACKING INFO SHOWS MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT
If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake.
Speak with family, roommates, etc. in the event they received it on your behalf.
The package may also have been left with property managers or an apartment office.
We will always do our best to assist you, but Controlla Club does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.
DO YOU SHIP INTERNATIONALLY?
The site will default US Dollars on the checkout page.
It usually takes 10-25 business days to arrive in your country, however, in some instances; delivery may be delayed depending on your country's customs.
Controlla Club is not responsible for applicable customs fees, import duties, taxes, or any other charges.
The customer is responsible for the charges, even if the shipment is refused upon delivery.
WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION/SHIPPING CONFIRMATION EMAIL?
After we ship your order, we also send a shipping confirmation email to the email you provided us.
Please be sure to check your spam/junk folder for the emails.
HOW SOON WILL I GET MY PACKAGE?
TAXES & DUTIES
These charges are determined by the customs office of the specific destination.
Payment of these charges and taxes are the responsibility of the recipient and will not be covered by us here at Controlla Club.
For further details of charges, please contact your local customs office.
HOW CAN I CONTACT Controlla Club?
We do our best to respond within 1-2 business days.
What Payment Methods Are Accepted?
100% Payment Secure
HOW SECURE IS MY PERSONAL INFORMATION?
Your credit card information and personal details are encrypted during transmission using the 128-bit SSL (Secure Sockets Layer technology), the same level of encryption used by large banks around the world.
Your credit card information is only used to complete the requested transaction and is NOT subsequently stored.
How do I return an item?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at CustomerService@controlla.club.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at CustomerService@controlla.club.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items, Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at CustomerService@controlla.club