Frequently Asked Questions to the Engrish.com Store:
Is your site secure?
Your ecommerce transactions occur within Shopify, and your payment processing is handled by Shopify Payments for credit cards, or PayPal, both using industry-standard SSL encryption. Shopify Payments does not allow us to view your full credit card information so there is no possible way for your information to leak from our store. For more on PayPal security, click here. If you have questions about secure commerce, please contact customer service using our customer service page.
I can't add more than one item to my shopping cart. What's going on?
If you can't add more than one item to your shopping cart, you probably need to enable cookies on your web browser. Cookies, small bits of information stored on your computer by your web browser, do not contain personal information or otherwise compromise your privacy. If enabling cookies doesn't work, you can try accessing the site with a different browser, or contacting customer service to place an order.
What forms of payment do you accept?
We accept major credit cards (Visa, MasterCard, American Express & Discover) and PayPal. We do not accept payment by check, money order or purchase order, and we do not accept orders through the mail. Please note that online orders may be executed with real-time credit card processing, and your card may be charged before your order ships.
What is the "card verification number"?
If you're paying with Visa or Mastercard you must provide the credit card verification number in order to place your order. This is the three-digit number located on the far right side of the signature line, on the back of your card. For American Express, it's the four digits on the front of the card. If you cannot read this number on your card, please contact your issuing bank or financial institution. We cannot accept orders without this number.
There seems to be an issue with my credit card, but I don't think there's a problem with it. What's going on?
Your card might be declined for various reasons. Please check to make sure that the name and address entered in the "Billing Information" field are entered exactly as this information appears on the statements you receive from the issuing bank or financial institution. Also, confirm that the credit card number, expiration date and card verification number are correct. If this doesn't work, please contact your issuing bank or financial institution to verify your information, and make sure there are no holds placed on your account. If trouble persists, please fill out the customer service form here.
Is my personal information kept private?
We do not resell or distribute your addresses, phone number, email address or any other personal information to anyone. Your phone number and email address will only be used if we, or the courier delivering your package, need to contact you with a question about your order.
Can I change or cancel my order after it is placed?
We process orders very quickly in order to ensure the fastest delivery possible. Because of this, we may not be able change or cancel your order once it has been submitted. Please be sure to check all information very carefully before placing your order. We do realize that people make mistakes and will do our best if we are contacted soon after an order is placed, either through our customer service form here, or by phone at: 855-VERY-CAN.
When will my order ship out?
Most orders of in-stock merchandise ship out 2-5 business days after you place your order, although sometimes it might take longer during the holiday season. We do not ship on weekends or on these holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve. Orders shipped via USPS will not be delivered on holidays observed by the Postal Service, such as President's Day, Martin Luther King Day, etc.
What happens if I order something out of stock?
We work hard to prevent this from happening. Occasionally, however, orders will slip through that contain out-of-stock items. In these instances, we reserve the right to cancel either the out-of-stock item(s) or your entire order; we will, of course, also issue a refund to your credit card or Paypal account for any items we cannot ship. We will also contact you to let you know that we have modified your order.
What delivery methods do you offer, and how long do they take?
Standard Shipping within the US, which uses the Postal Service to deliver, typically takes 3-7 business days for delivery. Orders to Alaska and Hawaii can take up to 2 weeks to arrive (but will usually arrive earlier). You will be sent a tracking number to track your package once your order has shipped.
International Shipping utilizes DHL Global Mail (which is delivered by the Postal Service in your country) and usually takes 2 to 5 weeks for delivery, although these orders sometimes take longer due to delays in customs (please allow up to 5 weeks in case your package gets stuck in customs). International and military orders may experience delays in shipping due to inbound and outbound processing. Tracking information is available for orders shipped to Canada, UK, Australia and New Zealand via International Standard shipping method.
All orders ship out from Austin Texas, USA.
In order to guarantee that your order will arrive in time for Christmas in the USA, you will have to place your order by 6am Central Time December 8th. Orders placed after December 8th may arrive by December 24th but we cannot guarantee it at this time.
As of December 1st, we can no longer guarantee that orders placed with International Shipping will arrive in time.
What countries do you ship to?
We currently ship to the following: United States, Canada, United Kingdom, Australia, New Zealand, Finland, Sweden, Netherlands, and Norway.
Can I get my package delivered on the weekend?
The US Postal Service does deliver some items on Saturdays, so if you choose Standard Shipping, your order might arrive on a Saturday with your regular mail delivery.
How much does shipping cost?
These vary based on the weight of the items in your order. Rates are calculated before checkout is complete, so feel free to see the totals before you complete your order. To see different ship rates before you complete checkout, simply click the "Apply" button next to the "Shipping Method" drop-down box, and you will see you new order totals on the right side of the checkout screen. Orders in the US typically start at $4.75, and go up based on how many items you purchase.
Where is my order?
Tracking information will be sent in a shipping confirmation email once your order has shipped*. Your order should arrive to your location with respect to the shipping timelines above under "What delivery methods do you offer, and how long do they take?". A country's customs department is usually the primary reason for a package experiencing delays.
If for some reason you have not received a shipping confirmation email within a reasonable amount of time (per above, we normally ship between 1 and 3 business days after an order is placed), please feel free to contact us via our contact page, or by phone: 855-VERY-CAN, and we will do everything within our power to resolve the situation.
*Please note that only the following countries have tracking numbers assigned to them: USA, United Kingdom, Canada, Australia and New Zealand. There will be no tracking numbers for Finland, Sweden and Norway.
My order has already shipped. Can I have the delivery address changed?
We cannot change the shipping address for orders that have already gone out, and the US Postal Service is not able to change delivery addresses once an order has been shipped.
Can you tell the Postal Service to leave my order on my porch if I'm not home to receive it?
The decision on whether to leave a package outside your home belongs to the Postal Service driver. Most likely, if you're not home, the driver will leave the package in a safe location, if one is available. We don't have any way of instructing the Postal Service driver to leave your package by your house if you're not in, however; the decision is theirs.
Can I place an order and pick it up at your warehouse?
Sorry, all orders must be sent through the mail.
Will I be charged a customs fee for my order?
All orders shipped outside the United States may be assessed customs fees by the government of the destination country. The shipping fees we charge for your order do not include custom fees. If you're unsure of your country's laws and policies regarding customs fees, please contact your local customs office. We strongly recommend you familiarize yourself with the customs charges in your country before you place an order. We are prohibited by law from declaring ordered merchandise as "Gift" on customs forms, or to lower the pricing of the merchandise on the forms. Customs fees can include "Customs Duty", "Excise Duty", "import VAT", "brokerage surcharges" and possibly other fees that we are currently unaware of.
Engrish.com utilizes DHL Global Mail, which means that DHL will deliver to the customs agency of your country, where it is then released to the local postal service upon passing through customs. Some packages will be released without being "inspected" - in which case you may not be charged, but often times they are assessed duties. Unfortunately Engrish.com has no control over the customs process in any country, and no way of predicting how much duties may be assessed with your order.
As an example, according to the UK Customs website, "there are around 14,000 different classifications. The duty rate percentage for each may vary according to the country the goods come from. The average percentage is between 5 and 9 per cent, but it can be as low as 0 per cent or as high as 85 per cent."
How can I contact customer service?
Please contact our customer service department by filling out and submitting this online form. You can also call us toll free in North America at: 855-VERY-CAN.
Can I return or exchange an item I've purchased?
Items in their original condition may be returned within 30 days of purchase for a full refund or an exchange. We do not have a restocking fee, but in the event of an exchange please note you may be responsible for additional shipping fees or the difference in cost of merchandise (for example exchanging a size XL shirt for a more expensive size 2XL shirt). Please note that the shipping fee is not refundable for returns, unless the item is defective or broken. We cannot accept clothing that has been worn repeatedly or washed for returns or exchanges.
Please contact us to let us know whether you are returning for an exchange or refund, and return the items via the postal service with original packing materials to:
PO Box 26378
Honolulu, HI 96825 (USA)
All returns require a 1-2 week processing period once the items arrive in our warehouse. We are not responsible for items lost in transit.
My shirt/mug/other product is defective / broken or does not fit the description found on your site. I want another one to replace it / I want a refund- how do I do this?
Please contact us using the online form here with your order number and let us know what the issue is. If we can confirm the problem with the merchandise (by way of photographs, etc.) we will send you a replacement item right away. If you wish a refund, we will process the refund as soon as possible. In most cases, there is NO NEED to ship the item back to us as long as we are able to confirm the problem via email correspondence.