FAQ & Help center
Processing, Shipping & Delivery
When will my order be delivered? Standard tracked shipping takes 7–10 business days. During busy periods, this may extend up to one month — we apologise in advance. Once your order is placed, you have 24 hours to update your delivery address. After that, your order moves to "Processing," during which we package and schedule delivery. This takes 2–3 business days. Once complete, your tracking number will be sent to the email used at checkout. We do not ship on weekends.
How do you ship your packages? We ship via Yanwen, Yunexpress, and E-Packet — worldwide shipping services that go directly from manufacturer to flight, bypassing domestic warehousing. Once the shipment reaches your country, your local postal service (e.g. USPS) takes over. Some orders may arrive in multiple packages depending on size and weight — this helps us keep prices lower across the store.
I made a mistake on my order — what should I do? Contact us immediately at support@tryrefero.com. If your order has already shipped, we are unable to redirect it until it has entered your country. You may contact your local postal service with your tracking number to attempt a re-route.
Order Tracking
Where is my tracking number? Your tracking number will be sent to the email used at checkout. If you cannot find it, contact us and we will provide it.
How do I track my order? Visit our Track My Order page at the top of our homepage, or go to www.17track.net and enter your tracking number.
My tracking isn't updating — why? Tracking takes 3–5 business days to initially update. Delays can occur due to customs checks, weather, or postal disruptions. Tracking updates when your package is scanned at its next location. We are unable to speed up delays caused by third-party carriers.
Cancellations, Refunds & Returns
How do I cancel my order? Email us within 24 hours of placing your order with the subject line "CANCEL". Once your package has shipped, we cannot process a refund until it has been returned to us. Cancellation is not guaranteed — act as quickly as possible.
My package arrived damaged — what do I do? Email us at support@tryrefero.com with photo or video evidence of the damage. We will issue a refund or resend the item. Please note: refunds cannot be processed after 30 days of the order date.
How do I return my package? If you are within 30 days of your order date and your item is damaged or defective, contact us at support@tryrefero.com with evidence. We will provide you with a return address.
Privacy & Security
Why is Refero a trusted website? We follow industry best practices and current e-commerce regulations. Credit card information is encrypted using SSL technology and stored with AES-256 encryption. We comply with all PCI-DSS requirements.
Can you see my credit card information? No. No employee or owner at Refero can access your payment information. Our store is hosted on Shopify, which stores your data on secure, firewall-protected servers. All payment gateways adhere to PCI-DSS standards. For more information, see Shopify's Privacy Statement at https://www.shopify.com/legal/privacy.
Contact Us
Email us at support@tryrefero.com. Please send only one email — multiple emails will push your request to the back of the queue and delay our response. We respond within 24 hours. Cancellation requests are prioritised.