Order Issues & Support | Your getmagneticballs.com Guide
At getmagneticballs.com, we are committed to providing you with high-quality magnetic toys and innovative home products, alongside a smooth shopping experience. We understand that occasionally, issues with orders can arise, and we’re here to help you resolve them quickly and efficiently. Please review the common order issues below. If you can’t find your answer, our dedicated support team is ready to assist you.
1. My Order Hasn’t Arrived Yet / It’s Delayed.
What to do:
- Check Your Tracking: After your order ships from our dispatch center in China, you’ll receive a shipping confirmation email with a tracking number. Please use this to monitor your parcel’s progress to North America or Europe. Tracking information may take 24-48 hours to update after dispatch.
- Review Estimated Delivery Times: Standard international shipping typically takes 15-30 business days. Factors like customs processing, local postal services, and public holidays in your region (USA, Canada, Europe) or China can occasionally cause delays.
- Check Local Customs/Post Office: Sometimes, packages may be held at your local customs office or postal depot due to duties, taxes, or verification. Please check with them directly using your tracking number.
- Verify Shipping Address: Ensure the shipping address provided in your order confirmation is correct.
When to contact us: If your tracking hasn’t updated for an extended period (e.g., 7-10 business days beyond the estimated delivery window) or if you believe your package is lost, please reach out to us.
2. I Received a Damaged or Defective Item.
What to do:
- Inspect Immediately: Please inspect your order of magnetic balls, cubes, rods, or magnetic home products upon arrival.
- Document the Damage: If any item is damaged or defective (e.g., broken magnetic blocks, non-functional magnetic hooks), please take clear photos or a short video showing the damage to both the product and its packaging.
- Contact Us Promptly: Report the issue to our customer support team within 3 days of receiving your order. Include your order number and attach the photos/videos. We will guide you through the return or replacement process for the damaged item.
3. My Order Is Incorrect or Missing Items.
What to do:
- Verify Your Order: First, cross-reference the items you received with your original order confirmation email. Ensure no items were simply missed during unboxing.
- Contact Support: If there’s a discrepancy (e.g., wrong type of magnetic cubes, missing magnetic balls from a set, incorrect magnetic hook), please notify us immediately at support@getmagneticballs.com. Provide your order number and a clear description of the incorrect or missing item(s). We will swiftly investigate and arrange for the correct items to be sent out or provide a suitable solution.
4. Can I Cancel or Modify My Order?
What to do:
- Time Sensitivity: We process orders quickly from our China dispatch center to ensure fast international delivery to North America and Europe. Therefore, changes or cancellations are only possible if your order has not yet entered the packing or shipping phase.
- Contact Immediately: If you need to cancel or modify your order, please contact our support team at support@getmagneticballs.com as soon as possible with your order number and requested change. We will do our best to accommodate your request. Once an order has shipped, it cannot be modified or canceled.
5. I Experienced a Payment Issue During Checkout.
What to do:
- Review Payment Details: Double-check that all payment information (card number, expiration date, CVV, billing address) was entered correctly.
- Contact Your Bank: Sometimes, banks or credit card companies may flag international transactions (especially from China) for security reasons. Contact your bank to approve the transaction.
- Try Again: If the first attempt failed, clear your browser cache/cookies or try a different payment method if available.
- Contact Support: If you continue to experience payment difficulties, please reach out to us at support@getmagneticballs.com with details of the error message you received. We can help troubleshoot.
How to Get Help
For any order-related issues not covered here, or for personalized assistance, please contact our friendly customer support team.
✉️ Email Us Directly: support@getmagneticballs.com. We aim to respond within 24 business hours.
Related Policies
For more detailed information regarding your purchase, please refer to our other policy pages: