Customer Service Toll Free 1-800-559-0433 Mon.- Fri. 9am to 3pm PST

Frequently Asked Questions

General Information

Is it safe to order online?

Yes, it is 100% safe to order from Acetag.com and all your informations are highly protective using the most advance encryption technology. In addition, we do not store your billing information nor share them with any third party websites.

Can I pick up the order in person?

Unfortunately, we do not have a physical store so picking up is not offered. All orders are transacted online and shipped by mail.

How can I get a coupon to get a discount?

You can subscribe to our Newsletter for the latest coupons, deals, and sales from Acetag.com.

 

Ordering

Can I place my order over the phone?

No, we do not accept order over the phone.

When can I expect my order to arrive once I have paid for it online?

Method Processing Time Shipping Time
Free Standard Shipping Within 1-2 Business Days 2 - 7 Business Days.(Mon - Fri only)
USPS Priority Mail Within 1-2 Business Days 2 - 3 Business Days (Mon - Fri only)
USPS First Class Mail International Within 1-2 Business Days 4 - 10 Business Days.(Mon - Fri only)

Why did I place an order but then I received an email saying that the item is out of stock?

We stock all our items before offering them for sale. Unfortunately, one or two designs may become unavailable that same day as it could be an item in popular demand and the website is not updated immediately. We do take measures to ensure that we mark items out of stock as soon as the inventory becomes unavailable. We updated our website inventory everyday, at least once a day. We also get new shipment of products at least once a week.

My item was out of stock! When will it be in?

If your item is marked out of stock, you may supply us with an email address and name of the item and we will personally let you know when the shipment has arrived. We stock all our items before offering them for sale. But because of our rapid sale/turnover rate, a few design(s) may be out of stock at any given time. We replenish our stock at least once a week, so an item will not be out-of-stock for long. Items that are out-of-stock for an extended period will be removed permanently from our site.

Why is your item not marked out of stock and then I received an email saying that it is?

Our items may become unavailable during the processing time especially if it is in high demand and/or popular. If the item becomes backordered, we will email and notify you that it is no longer available and will also proceed to refund your account in full. There may be 24-48 hour delay in updating our site to reflect the item out of stock.

 

Shipping Information

How much is shipping and handling?

Shipping fee is charged based on the option you select. We offer USPS First Class mail and USPS Priority Mail shipping. For more details, please review our Shipping Policy

How do I track my order?

You will be notified via email with tracking information once your order is shipped. If you have an account registered with Acetag.com, you may also login to check on the status of your order.

When do you ship out the item?

All orders are usually shipped out within 1-2 business days upon receipt. Please refer to our Shipping Policy for general guidelines.

When will I receive the order?

Orders should arrive 2-7 business days after item(s) have been shipped, depending on your location from El Monte, California.

Does Acetag.com ship orders internationally?

We ship to Canada by USPS First Class Mail International (4 - 10 business days for arriving). The fee is $9.99 per order

I want to make sure my item reaches me before Christmas, when is the cut off?

To ensure that all items are reached, please place your order by 12/16th for on time delivery by Christmas morning due to the holiday season. To prevent delays, also make sure that your address is correct.

Where is my order shipped from?

Your order may be shipped from one of our several warehouses from EL Monte, Irwindale, and City of Industry of California.

Do you ship to APO/FPO Military addresses and how should I enter the shipping address?

Yes, we ship to APO or FPO military addresses. All APO/FPO orders will be shipped via USPS First Class Mail anywhere in the U.S. without minimum purchase. When filling out Shipping Information at checkout, please include the following:

  • Address 1: Grade/Rank/Rating and full name including middle initial.
  • Address 2: Unit and Unit number, Consolidated Mail Room Number, PSC Number, or Ship.
  • City: Enter APO or FPO as appropriate.
  • State: AA, AE, AP, or FP.
  • Country: United States.

I didn't receive my package, what do I do now?

Please note that normal transit time for US orders with standard shipping is 4 - 7 business days. For International orders, it usually takes 4 to 10 business days (could be longer depending on location and custom regulation). Please contact our customer service at service@acetag.com if your order did not arrive in the timeframe provided.

When will I know if my order has shipped?

You will be notified via email with tracking information once your order is shipped. If you have an account registered with Acetag.com, you may also login to check on the status of your order. Please note that tracking information is not available for international shipments.

 

Payments

What is a Card Verification Number (CVV) and where do I find it?

The Card Verification Number is the last 3 digits located on the back of your credit card.

What payment methods are accepted at Acetag.com?

We accept Paypal, Credit Card (Visa, MasterCard, American Express & Discover).

What type of credit cards do you accept?

Currently we accept payments through Visa Card, Master Card, American Express, Discover Card, and PayPal.

Do you charge sales tax?

Yes, 9.5% sales tax is applied to all orders with shipping address within California.

Why did my payment declined?

Payments can be declined due to the billing address not being entered correctly or the address not matching the one you have on file. We verify billing address for all orders to prevent credit card fraud. If your payment is declined, please contact us at service@acetag.com or call us on our toll free number at 1-800-559-0433 Mon.- Fri. 9am to 3pm PST

Was debited twice through my PayPal account. Help!?

More than likely, your account was not charged twice for your order. PayPal will have an authorization period and then the actual payment will be deducted. You can view the payment sent tab and give it at least 48 hours for all payments to be cleared. If the account still shows discrepancies, please proceed to give us and PayPal a call.

 

Order Status

How do I check my order status?

After an order is "shipped", you will receive an email containing the tracking number along with a link where you can periodically check your shipment. Please make sure our shipping notification email is not in your spam inbox.

I want to cancel my order, what should I do?

Please contact our Customer Service Team for cancellation request. Please understand that we can only cancel orders that have not been shipped.and we do not guarantee the cancellation request could be fulfilled as the order could have entered the shipping process before we are able to cancel.

Checked the status of my order and it is on hold. Why is my order on hold?

Orders are placed on hold when the billing address of the credit card is either not provided or does not match the billing address of the credit card used. Please Note: We verify the billing address to prevent credit card fraud. If you order is on hold, please contact us at service@acetag.com

When should I expect my order to arrive?

For US orders with standard shipping, it usually takes 2 to 7 business days. For International orders, it usually takes 4 to 10 business days.

 

Returns and Refunds

I found one item missing from my order. What should I do?

Please contact our Customer Service team for further assistance.

How do I refund, exchange or return a product?

No problem! Please read our return policy for detailed instructions. Please contact us at service@acetag.com to obtain an Return Merchandise Authorization number. Returns received without a RMA number will be significantly delayed.

My order was cancelled while my credit card had an authorization hold. When will I get a refund?

The period for authorization hold varies with different credit card company. It usually is removed on the credit card within 3 business days. Please check with your credit card company directly for details.

What if I receive a defective or damaged product? Or what if I am just not satisfied with my purchase?

We offer a 30-day return period. Please visit Return Policy page on our website for details, or contact our Customer Service team for further assistance.

How long does it take to process my return/exchange/refund?

Please note that the return package usually takes 4-7 business days to reach us. After we receive your return, it takes 4-7 business days for your return to be processed. For status, please contact customer service at: service@acetag.com

How long does it take to issue back a refund if item is marked out of stock?

If the item is out of stock, we will issue you your refund within 24 hours back to your account. Generally, we will make an attempt to contact our customers first to see if they would prefer a different product or color that is in stock for the same phone.

My refund does not show up in my statements!

Please allow up to 72 hours for processing time and for the credit to be reflected back onto your method of payment. Sometimes the credit will show up at the top or end of your online/paper statement, and in some cases, will be reflected on your next month’s statement. If your question was not addressed above, please contact us at: service@acetag.com