FAQS
Payment:
Q : What are the payment methods?
A : Credit or Debit card 、Paypal available .
Card
You can pay by credit or debit card. We accept Visa , Mastercard , American Express and Maestro cards . Our payments are processed securely and encrypted by our bank and by the electronic payment manager "Stripe", "Adyen" or "Addon Payments" depending on the country of origin of the payment.
Paypal
If you have a Paypal account, at our store we also offer you the possibility of paying with your account. When paying simply click on "Pay with Paypal" and enter your information. If you want more information about payments with Paypal, visit its official page here .
Q : Are payments on the site secure?
A : For information about Paypal or to create a Paypal account please visit paypal.com.
For card purchases we work with an authorized payment agent that helps us to check directly with your bank that the card is valid for purchases.
For card purchases we work with an authorized payment agent that helps us to check directly with your bank that the card is valid for purchases.
Our payment agent processes your card details in the correct way according to the international security standard PCI DSS, which was developed by the card companies VISA, MasterCard, Diners, American Express and JCB. This means that your card details are processed with a very high level of security. To make card purchases with us as secure as possible all information is sent in encrypted form using SSL (Secure Sockets Layer). This means that the information is passed through a secure connection and that your card details cannot be read by external parties.
Photo Requirements:
Q : What resolution should the photo I submit to Masconation have?
A : The better resolution and lighting in the photo, the better its print quality will be. You need a sharp photo, with good resolution and with as much light as possible. We recommend avoiding photos of your pet against the light. If the photos do not meet these requirements, we will contact you to confirm for the production.
Q : Do the photos have to be sent cropped or with a transparent background?
A : No, we will make the draw,then send to you confirm before production .
Delivery:
Q : How long does it take to receive an order?
A : Our average delivery times are 7 to 21 working days. For some products, we deliver in less than a week.
To avoid high storage and labor costs, we work directly with our producers and therefore do not have any intermediaries. This allows us to offer you really advantageous rates compared to what you could have in a physical shop.
Q : What can I do if I have not received an email about my order?
A : If you do not receive our order confirmation email, you may have entered your email incorrectly. Remember to check your spam folder. If you still can't find it, contact us through our email altbasics@outlook.com or WhatsApp and we will take care of assisting you as soon as possible.
Q : If my order has an error, what should I do?
A : If the order contains an error, we will immediately take care of correcting it. Contact us at altbasics@outlook.com with your name, order number and describe the error including images and we will proceed to resolve it.
If the address has been given incorrectly or incompletely and the shipping company returns the package, we will not cover the shipping costs for the second attempt.
Q : What should I do if I have not received my package?
A : If the package has not arrived within its estimated period, please send us an email to altbasics@outlook.com to solve your situation. In the event that the product is marked as delivered on the shipment tracking page, contact us to proceed to open a claim with the transport company.
Q : How can I track my package?
A : You can follow the progress of your order by clicking on the following link: Tracking
Cancellation & return
Q : Can I cancel / change the order?
A : You can cancel / change within the first 5 hours and we'll refund you immediately.
Q : I don't like the product, can I return it?
A : We do not accept returns for personalized products, except in cases where the product contains manufacturing defects. If this is the case, send us an email to altbasics@outlook.com with your personal data, order number and photo of the product. Our team will take care of its replacement and shipping.
As for non-personalized products, they can be returned within 14 days and the shipping cost will be borne by the customer.
Q : About the size
A : All our size are Asian size with oversized ,Avoid to get unsuitable size please contact us for the recommend before your order .
Other questions
Q : How can i make an order ?
Buying in our store is very simple:
You just have to choose an item, add it to your basket by clicking on the icon and process the order, using the payment method you choose.
1, Choose the color and the size (type of product).
2 , View the product/s that interest you/n. Through a click you will get an enlargement of the photograph to see detail, description, composition, uses, reference and price of the product.
3 , Select a product 、update your photo and add the item to the basket. You can then choose to continue shopping or to process order.
4 , If you want to continue shopping, repeat the process but if you want to process the order, register.
5 , Once you have entered your details, check that they are correct and press confirm.
6 , Make sure the shipping and billing addresses are correct.
7 , Select a payment method: Paypal, Visa, Visa Electron, Mastercard, bank transfer .
8 , Confirm the order.
9 , You will receive an email confirming your order.
Q : I received an import tax
A : Altbasics ships its products all over the world legally. However, the buyer is responsible for the import taxes and it depends on buyer's country import policy . we are unable to avoid the tax, Please cooperate with customs clearance if it caused.
Q : Bulk order
A : If you would like to order in bulk, send an e-mail to altbasics@outlook.com.