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FAQ

General Information

Where can I contact support?

We will soon be expanding the way in which you will be able to contact us but at the time being you can get a hold of us through our companies support email support@tranquilhorizon.com


What information do I need to provide?

In order to assist you in the best way possible we ask you to give your order number, email address, pictures, etc.


Restocks

We aren't always able to give a heads up about product restocks as it's always subject to change. To be the first to find out restock dates, keep a close eye on our social media. and sign-up to our newsletter at the bottom of our homepage.

 

Orders & Payments

What payment methods do you accept?

We accept all major credit cards (VISA, MasterCard, Discover, AMEX) and PayPal payments.

 

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

 

Can I change my order?

Unfortunately we’re unable to make any changes to your order after you've placed your order.


Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

Will I be charged with customs and taxes?

The Prices Displayed in our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties, and related custom fees may be charged once your fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible by delays caused by the customs department of your country. For further details of charges, please contact your local customs office.

 

Shipping

When will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.

We process orders between Monday and Friday. Orders will be processed within 1-2 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.


How long will it take to receive my order?

Once you place your order, please allow 1-2 business days to process your orders. After that, it will take 5-10 business days for delivery in the United States.

 

What are your shipping costs?

We are proud to announce that we offer FREE shipping on all of our products!

 

What should I do if I didn't receive my package?

In the unlikely event that you do not receive your order after the stated delivery time-frame, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.


How do I track my order?

You can track your order by clicking the link below and entering your order number.

https://www.17track.net/en  

 

Returns

How do I return an item?

If you are not happy with your purchase and wish to return an item, Please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.


Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.


What if the item(s) I received are defective/incorrect/damaged? 

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photograph of the time(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.


How long is the returns process? 

Processing returns may take up to 14 business days from the day we receive your return. We will email your to confirm once your return has been processed.


When will I receive my refund? 

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.