Free Shipping Worldwide

FAQS: Frequently asked questions


1. When will I get my free tracking number?

For custom jewelry orders, please allow 7-10 business days, not including Public Holidays or weekends. For all other orders please allow 2 days. 

2. I can see a discount field at checkout - can I get a discount?

All products are already heavily discounted with FREE shipping to bring you the best deals. We do have a FREE offer though for health workers who order custom jewelry from our store during the COVID19 crisis, please contact us so we can give your FREE custom name necklace code. Thank you. 

3. I didn't get an Order Confirmation, what shall I do? 

Don't panic, we have received your order, and it is being processed. All order confirmations are sent to the customer via email - if you entered one during the checkout and it was the correct one and spelling for you. 

If you didn't receive it via email - check your spam folder first. Sometimes your email provider will block the email entirely. That is not our fault. All you can do in that case is contact us so we can make sure we have your correct email to send your tracking number to - when your order is ready to ship.

We also send SMS order confirmations to you if you gave us your mobile number during check out but not your email. 

4. I need to change the name on my earrings, or I forgot to add it during checkout - what shall I do?

Please contact us immediately or within 12 hours - and tell us what custom name you would like on your earrings. If you ordered more that one pair make sure you tell us the names you would like on each size.

If you forgot to add a name entirely during checkout, don't worry, we will use the first name of the person who placed the order. In that case, you don't need to contact us.

5. It's been 7-10 days already, and I haven't received my tracking number? What shall I do?

Don't panic, you earrings are being handcrafted, and the time it takes to make them is 7-10 business days not including weekends and public holidays.  All other non-custom orders are shipped within 24-hours.

6. I received my tracking number, but the website says it does not exist!

Don't panic. This just means the number you have been quoted may have been changed from one carrier to another during transit. This can happen in that case, please contact usand we will update you with the latest delivery details. 

7. I received my tracking number, but the USPS website has not updated my date/time delivery details at all. My parcel is stuck at Hacienda Heights in CA. 

Don't panic. This means that USPS is organizing a delivery date time for you! Sometimes this can take up to 7 working days. It will update, and you will see an estimated date/time that they will deliver your parcel.

8. My tracking number says my parcel was delivered, but I didn't get it!

Don't panic, we know how annoying and frustrating that can be, especially if you are sent on a wild goose chase around the neighborhood for it.  Here are some things you can do. 

As soon as the tracking on your order is updated to "Delivered" by the postal courier, it triggers an automatic email from whitecrateshop.com to let you know your package has been delivered. Occasionally, a parcel will be marked as delivered by the shipping courier prematurely. If you received a delivery notice, only to find your parcel is nowhere to be seen, here is some information you should know.

Often times, an international parcel is marked as "delivered" when it arrives at a processing facility, or as soon as the order has been processed over to the new tracking system.

It's very common for there to be a lag in time from when the parcel is marked as "delivered" to when you are notified to pick up the package (this may vary with different couriers who have different COD options). 

Things to do:

Check your mailbox daily for a notice from your local post to go pick up your parcel. Contact your local customs office and inquire about your delivery. Contact a neighbour to see it they have it. Look around your property to make sure it was not left somewhere.  

Things NOT to do:

Panic - we receive messages quite often from concerned customers who have received a "Delivery" notice, only to find their parcel is nowhere. Without fail, the package is usually delivered a few days later, or a note from customs is located in the mailbox.

Contact USPS - they are not able to inquire of parcels once they reach a different country.

IF YOUR PARCEL WAS DELIVERED BY UPS:

Allow an extra business day for your item to be delivered.

Contact UPS hotline International: 1-800-782-7892

If you don't find the answer to your question, please contact us.