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FREQUENTLY ASKED QUESTIONS

 ORDER INFORMATION AND CONCERNS 

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please CONTACT US immediately. Once our warehouse has processed your order, we will be unable to make any changes.

MY ORDER STATUS SAYS "UNFULFILLED". WHAT DOES THAT MEAN?

"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

WHY WAS MY ORDER CANCELED?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com

SHIPPING & PAYMENT INFORMATION 

WHEN WILL MY ORDER SHIP?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 9 am PST will not be shipped out until the next business day. If you order after 9 am PST on a Friday, your order will likely be shipped out on the following Monday.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

MVMT cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

HOW ARE TAXES AND DUTIES CALCULATED?

For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

HOW LONG WILL MY PRODUCT TO TAKE REACH?

Orders may take between 1-7 business days for processing, excluding weekends and holidays. After which, the parcel may take up to 3-4 weeks before being delivered to our customers, subject on the custom clearance process of the various countries.

For US-based customers, the order will take typically 2-4 weeks to arrive.

For customers based in Asia/Australia, orders may arrive as early as 2 weeks.

For customers based in the Americas (Canada/Mexico), orders may take around 4 weeks for arrival.

For our Europe based customers, the order may take around 3-4 weeks.

More often than not, our customers receive their orders earlier than the guided time-frame.

HOW DO I TRACK MY PACKAGE ?

Once we have processed and ship out your order, we will avail a tracking number for your perusal. You can track your packages at Track Order Status

US & INTERNATIONAL RETURNS

We offer FREE returns on all orders over $50 USD!

Any brand new product can be returned for a full refund or store credit within 60 days of delivery. We offer free and easy returns for all domestic and international orders over $50 USD. Please contact Customer Support to schedule the return and receive a prepaid return label. Expedited shipping charges are non-refundable.

For international returns under $50 USD, the customer is responsible for return shipping. 

RECEIVE A DAMAGED ITEM?

Receive a damaged item? Please reach out to our Customer Support team at Contact Us and they will help resolve the issue. See more warranty information on our FAQ page.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

Once you notify us that you would like a return, we will email you a pre-paid return label within 24 hours.

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the original cost of shipping.

After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account. 

I have ordered multiple items, why do they arrive at different times?

We process orders on a just-in-time basis and based on inventory availability to ensure our customers receive their products as early as possible. Thus, if you have a multi-product order with us, often times some will arrive earlier than others - this is completely normal and is a by-product of our efficient supply chain process.

Got question ?

Ask on live-support or mail at  support@pilotsx.com.