Frequently Asked Questions

At Popnook, we aim to make your shopping experience seamless. Here are some frequently asked questions to assist you:

Where Are We Located?

Popnook is headquartered in the vibrant city of New York, USA. This is where we’re based and ready to serve you.

Where Do We Ship From?

Currently, we ship from our two primary warehouses, located in New York and China. We’re also excited to share that we’re expanding our reach to include warehouses in the United Kingdom and the Czech Republic, making it even more convenient for our valued European customers.

Do We Ship to Your Country?

Absolutely! We offer worldwide shipping, ensuring our products reach customers around the globe.

What Are the Shipping Costs? How Can You Qualify for Free Shipping?

Shipping costs depend on your country and vary based on product size, weight, and chosen shipping method. Your shipping cost will be calculated at checkout. Standard shipping times range from 7 to 15 business days, contingent on your location.

How Long Does Order Processing Take?

We understand you’re eager to receive your order. Our dedicated team typically processes orders within 2-3 business days.

How Long Does Shipping Take?

Expect delivery within 7-15 business days.

Please note that shipping times are approximate and depend on your location, local postal office procedures, and customs.

How Can You Track Your Order?

To track your order, utilize the ParcelApp online application. Tracking information will become available once your order is scanned by our shipping company. Kindly allow 2-4 days for tracking details to populate.

Why Isn’t Your Tracking Updating?

If your tracking isn’t showing information initially, don’t worry. Wait for 2-4 days before attempting to track your package again. If your package shows information but isn’t updating, rest assured it’s on its way to your country and will update once your local postal office picks it up. For any tracking issues, please contact us at popnookservice@gmail.com.

Can You Change or Cancel Your Order?

Certainly! If you need to make changes or cancel your order, email us at popnookservice@gmail.com right after your purchase. We’ll respond within 24 hours to confirm your requested changes. Please note that once your order is shipped, it cannot be canceled or modified. If you have any specific concerns or requests, especially for items like Rolled Prints, Canvases, Framed Prints, and Framed Canvases, they must be canceled within 24 hours. Orders with Express Shipping cannot be canceled.

Can You Change Your Shipping Address?

If you wish to change your shipping address, please email us at popnookservice@gmail.com immediately after making your purchase. We’ll respond within 24 hours to confirm the address change. Please note that once your order is in transit, we cannot make address changes. In such cases, please contact your local postal office to arrange mail forwarding.

Who Covers Customs Duties/Taxes?

Custom taxes and duties are governed by your government and postal office. As outlined in our Shipment Policy, it’s the responsibility of customers to cover these costs.

Missing Products in Your Order?

Sometimes, we ship orders in separate packages to optimize delivery times and meet weight restrictions. Refer to your tracking codes to determine when your remaining items will be delivered.

Received a Damaged Product?

We apologize for any inconvenience caused by shipping damage. In the unlikely event of damage, please reach out to us at popnookservice@gmail.com. We’re committed to resolving the issue promptly, so be sure to include pictures or videos of the damages in your email.

How Does Our Canvas Art Arrive?

Our “unframed” canvas art arrives rolled up, similar to a poster. “Unstretched” means it’s not mounted on a wooden board, and “unframed” indicates it doesn’t come in a picture frame. We offer various hanging options, including Framing Services.

Package Marked as Delivered, But You Didn’t Receive It?

If your package is marked as delivered but hasn’t reached you, please be patient for 1-2 days. Check your mailbox, front office, family members, neighbors, and front porch for the package. If it’s still missing, contact your local postal office, as they may have made an error.

Missed Collecting Your Package, and It’s Being Returned?

Should your package be returned to us because you were unable to collect it from your postal office on time, reach out to us at popnookservice@gmail.com. We can reissue your order for a shipping fee, or alternatively, issue a refund while deducting the shipping fee we incurred.

How to Initiate a Return?

For returns, contact our customer service team at popnookservice@gmail.com. They’ll provide you with detailed instructions for returning your package to our facilities in Minnesota, US, or Wiltshire, UK. Following inspection, we’ll process your refund within 3-5 business days. Please note that return shipping costs are not covered by us.

Have more questions or need further assistance? Feel free to contact us at popnookservice@gmail.com.

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