FREE SHIPPING OVER $100 & FREE RETURNS

Orders:

1.Why is my account status ‘Pending’ if my payment was processed?

After the payment was processed completed, the status of your order will show Processing, and will not change again until you receive your order. If it shows as Pending, please contact our customer service via live chat or click Submit a Ticket for assistance.

2. Was my order shipped when I received my payment confirmation email?

If you received the payment confirmation email, your order has been prepared and is awaiting pickup. If your shipment is delayed unexpectedly for some reason, you will receive a notification via email.

3.How do I change or cancel an order after it has been submitted?

To cancel or change your order, please contact our customer service via live chat or by submitting a support ticket. We will be happy to stop the order if we can, however, our order fulfillment system is designed to ship orders as quickly and efficiently as possible. Therefore, your order may already be in the shipping process, and in that case, we will not be able to change or cancel your order. If your order can't be cancelled and you still don't love it after it has arrived and want to return/exchange it, our customer service department will be happy to assist you.

4.How do I check my order information?

The payment confirmation email contains the details of your order. You also can login to your Soulfeel account and check the MY ORDERS tab for order information.
You can also contact support@iteemart.com customer service with your order number and we will be happy to provide you with the details of your order.
We encourage you to keep your order number until delivery to facilitate order inquiries. Your order number is the same as your invoice ID.

5.Why haven’t I received any emails or replies after placing my order?

Your email address may have been entered incorrectly or blocked by spam filters. Please change your spam filters or check your junk mailbox. Please use your primary email to ensure you receive timely updates. Thanks for your support.

6.How long before I receive my order?

6.How long before I receive my order?

Orders will be shipped within 1-2 business days of receipt, with the exception of personalized orders. It generally takes 3-5 business days to handcraft personalized photo charms before shipping. You'll receive a tracking number by email automatically once it is sent out. The specific delivery time will depend on the shipment method you chose.

Shipping estimates are from day of shipping not from the order submission date. Customers are responsible for lost orders due to incorrect shipping information.

Shipping & Delivery:

1. Are there any customs fees?

You will not be charged any customs fees by selecting our flat mail rate. However, by choosing express shipping, you may be charged customs fees due to strict customs inspections. Please note: We will only pay for the customs fees generated by flat mail. If you select express shipping, you may be charged for any customs fees.Usually, clothing will not be charged customs fees, but different countries have different policies, such as North America will not be charged

2. What should I do if my order tracking information is not updated?

This means that the tracking information hasn’t been updated in the online tracking system in time, though the actual order status may have already been updated. Please try again later to see if the information has been updated. If there is no movement within a week, please feel free to contact our customer service via live chat or by submitting a support ticket for assistance.

3. Do you ship worldwide?

Yes! If your country is not listed, please feel free to contact us. Please note that we are not responsible for any local taxes or customs fees that might be imposed by your country.

4. How can I track my order?

You will receive a tracking number by email once the order is sent out, you will be able to track the order status in the top right corner of any iteemart page by clicking “TRACK MY ORDER”.

To track your order:
– Go to http://www.iteemart.com/trackorder/
– Enter the email used to place your order, then click “Check”
– Click the yellow “Track” button for more detailed information.

Exchange & Return:

1. Above beginning won't over?

We’re confident in the quality of iteemart products. No purchase at our site is complete unless you are completely satisfied. Our 90-day money back guarantee gives you time to make sure you are completely satisfied with your purchase.
Below are detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertain to you, and if the item(s) are covered by our 90 Days Return Policy.

1. The 90-day FULL COVERAGE Return/Exchange Policy applies to the following conditions:
·We sent the wrong order or item(s), you received broken items, or the quality of the product you received is poor/defective.
·You received the incorrect personalized charm, or the picture’s appearance is different from the photo you provided to Iteemart.
·Paint is chipping, crystals fell off, etc. (We will only exchange the item(s) for the same product, or for item(s) of equal or lesser value.
In these circumstances, iteemart will cover return postage and replacement fees.

2. The following reasons are covered by our 90-day LIMITED COVERAGE Return/Exchange Policy.
(Customer is responsible for return postage fees, and replacement postage fees. does not refund any shipping fees.)
·You chose the wrong size cothing(s).
·Personal Reasons due to changed mind, personal taste, etc. on Non-Personalized Items.
·Personalized items are one-of-a-kind, it cannot be returned unless it is defective or damaged.

3. The following are NOT covered by our 90-day return policy, and we are not liable for these issues:
·Personalized items are one-of-a-kind, once your order has been submitted we will immediately begin the production on the personalized items, so we do not accept any modifications or returns for any personalized charm(s), unless the picture’s appearance is different from the photo you provided to iteemart, as stated in our 90-day FULL COVERAGE Return/Exchange Policy section.
·Products have been exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter that appearance of your product. These chemicals include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Oxidized silver is easily damaged.
· Products are damaged by misuse, mishandling, or poor maintenance. Silver pieces are detailed through oxidation; over time, they may appear black. To remove this, clean with a silver polishing cloth to return it to its original look.

Return Service Procedure:
Please submit a support ticket, and attach clear photos of the items that represent a quality issue.
Please follow the instructions that are provided by our customer service team.
Returns will be processed within 3 business days of receipt of your item(s). You will receive an email notification once your return is processed. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.

Cancellation Policy:
Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel your purchase, your order is subject to a 30% restocking fee.

Iteemart reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.

About payment:

1. Is it safe to place an order on the internet?

iteemart.com uses a number of safety precautions to protect your personal information from unauthorized use. We use the latest security technology, which includes data encryption, server authentication, message integrity, SSL Certificate and Trust wave – which is like keeping your PayPal and credit card information in a bank vault. We can assure you our site is secure, and we have implemented the most advanced security measures. Our customers’ security and privacy has always been a top priority.

2. What is your refund policy?

Refunds are processed within 24-48 hours after you received confirmation of the cancelation. The amount of time it takes for the refund to shoe on your credit card or PayPal account depends on the policies of these institutions.

3. What methods of payment do you accept?

We accept multiple payment methods including: PayPal, credit cards, and debit cards. We are unable to accept payment via cash on delivery or bank transfer. You can select your payment method once you proceed to checkout.

4.My payment failed.

Credit card payments fail for the following reasons: insufficient funds; purchase not authorized by the card owner; incorrect account/billing details; or expired credit card. If none of these issues apply, please contact customer service with your order number, name and email address and we will email your invoice to assist in processing your order.

Failed Delivery & Order Lost Policy

1. What should I do if I do not receive my order?

We encourage you to track your order online avoid issues in the delivery process. If the delivery timeframe has passed, please contact your postal carrier with the tracking number, as well as Iteemart customer service. If your order is lost and your shipping address is correct and deliverable, we will arrange for a free replacement or issue an immediate refund upon confirmation.
Please remember…
– Shipping estimates are from the day of shipping not from the order date.
– Customers are responsible for lost orders due to incorrect shipping information. So please make sure your address is correct and deliverable.

Buying Online:

1. I cannot checkout

1. Check for any out of stock items, these must be removed prior to checkout.

2. Are all the required fields completed, including shipping address and shipping method?

3. Check your browser or try using another one, make sure your clock settings are accurate.

Still can’t checkout? Contact customer service via live chat or Submit a Ticket for assistance.

2.I cannot add items to my cart

First, check to see whether this item is out of stock or if there are any minimum purchase requirements on the item. Also, ensure all required fields were completed including size.

If you cannot add items to your shopping cart, it is likely due to one of the following:
Item is out of stock
Minimum purchase limit has not been met
Required fields missing information
Website or network problems.

Coupon Code:

1. How can I get a discount or coupon code?

hen you subscribe to our newsletter, you will get a 5% off discount code sent to your email, as well as updates on our upcoming promotions. To save even more, you can visit the Today Only Deals page to view other customers’ favorite items. Please visit www.iteemart.com/ for details. If you need further assistance, please contact customer service and we will assist you with your request.