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FAQ: Orders and Processing




I have not received any further communication regarding my order. How can I check the status?

A: Once an order is placed, you will receive a confirmation email and receipt with details regarding your order. Around the 4-6 week mark; you will receive a "Pre- Shipment" email. This email will outline our shipping process and when to anticipate the arrival of your pieces.


Here is a preview of our PRE SHIPMENT email that is sent to every customer once your order enters the final processing stage.

VIEW PRE SHIPMENT EMAIL HERE


Why does it take 4-6 weeks to ship?

A: Epoxy/Resin has an extended curing time. (the time it takes for the chemical mixture to fully harden). This process can take 5-30 days. We are able to fast track this process for our rush orders. Standard orders will require the full curing time to ensure the coasters are safe and durable for use.



Why is my order delayed?

A: As some of you have followed our story; you are aware my mother is battling Cancer and we are 100% in this fight with her. In some cases, your order may be delayed due to a family emergency. We are a small team of two, and may need to delay processing due to this ongoing battle.


In other cases, your order may be delayed due to a delay in us receiving shipping boxes, and/or materials needed to ship your pieces. In the event of a delay we will continue to work and process orders, while keeping you updated on our progress via our Updates Blog Page.


My tracking says delivered, but I have not received my order.

A: We understand a lost or stolen package can be extremely frustrating. In 2022 we decided to use UPS as our main shipping carrier as we have found them to be more reliable and consistent with delivering packages. Unfortunately, because we do not personally deliver packages, once the status is marked as delivered you will need to contact UPS to inquire further regarding your missing or stolen item. UPS will open a case and investigate with their carriers.


My item arrived damaged. How can I replace them?

A: Please email us within 24 hours of your item being delivered. Include any and all relevant photos of the damaged box and/or product as this will help us to determine if the pieces are able to be returned and touched up, or need to be re-made entirely.


I received a partial order. Where are my remaining items?

A: Some of our collections do ship separately. In the event you received a partial shipment, please be advised your remaining items will be en route in a second shipment. If for any reason you did not receive two tracking emails to track both packages please contact us and this will be provided to you.


In some cases, you may receive a partial shipment due to one of your pieces being damaged/delayed during the final curing stage. In an effort to not delay your entire order any further, we may ship some of your items, while the remaining pieces are being re-made.


Do you ship internationally?

A: Yes, we ship worldwide. During checkout, rates for international shipping will be automatically generated based on your exact shipping details.


How can I contact you?

A:


Customer Service// Select Reason







Press, Business Inquiries and Wholesale



M--F 10:00AM - 5:00PM

Please allow up to 72 hours for a response if needed.

Donate to Our Brand//Terms and Conditions// Privacy Policy// Return Policy// Shipping and Processing



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