FAQ

Got a question? Start here. Below are short, straight answers about paying for an order, getting it delivered and sending something back. If you do not see what you are looking for, our team is a quick email or phone call away.

1. How can I pay for my order?
   We accept Visa and Mastercard, both credit and debit cards. You pay on an encrypted checkout run by our payment provider, so your full card number never reaches us and we never store it. Prices on Arcodella are listed in US dollars (USD), and that is the currency you are charged in. We take the payment when you place your order, as one single payment that covers the products in your cart and nothing more.
2. What name will I see on my bank or card statement?
   Look for Arcodella.com. That is the name our charges appear under, so you can match the payment to your order at a glance.
3. Can I change my order or cancel it?
   Yes, if you reach us within 1 hour of ordering. Send an email quoting your order number, or phone us while customer service is open. Once that hour is up, the order can no longer be edited or canceled. In that case, wait for the parcel to arrive and send it back through our usual return process.
4. Which countries do you deliver to?
   We deliver to two countries: the United States and the United Kingdom.
5. Do I pay for shipping?
   No. Every order ships free, whatever its size, and there is no minimum amount to reach. You will see it at checkout as our Standard shipping option.
6. How soon will my order arrive?
   Plan on 5 to 8 business days from the date of your order. We need 1 to 2 business days to get your order ready, then the carrier needs 4 to 6 business days to bring it to you. Parcels leave us Monday to Friday, so an order placed on a Saturday or Sunday is processed on the next business day. These times are estimates, and bad weather, carrier delays or very busy periods can sometimes slow things down.
7. How do I follow my parcel?
   As soon as your order leaves us, we email you its tracking number along with the name of the carrier. Your parcel travels with an established courier such as DHL, FedEx or UPS. Enter the number on that carrier's website to see the latest scan. If the email is nowhere to be found or the updates seem stuck, our Track Your Order page has simple next steps.
8. What happens if my parcel gets lost?
   Every parcel we send is insured while it travels. If tracking stops moving, your order never turns up, or it shows as delivered and you cannot find it, send us your order number by email. We then raise it with the carrier. If they cannot trace the parcel, we ship a new one or refund the full amount.
9. Something arrived broken, faulty or wrong. What should I do?
   We are sorry, that is not the experience we want for you. Send us your order number and a few photos of the problem no later than 48 hours after delivery. We will put it right with a free replacement or a refund, and if we need the item back, we cover the return shipping. If a piece of your order is missing altogether, you have 7 days from delivery to report it, and we will ship it or refund it.
10. Can I return something I no longer want?
    Yes. You can start a return up to 30 days after delivery. The item should be unused and in the condition you received it, in its original packaging with any tags still attached, and your order number serves as proof of purchase. Email us to begin. After we approve the return, we send you the instructions and the address to ship it to. Please wait for that approval, because parcels sent without it cannot be accepted. For a change-of-mind return you pay the return shipping, and there is no restocking fee. Every detail is in our Refund Policy.
11. Are there items you cannot take back?
    A small number of items cannot be returned:
    • Personal care and grooming products once opened or used, for example hair clippers, nail clippers, skin care, makeup, dental covers and veneers, and reading glasses
    • Items worn against the skin, for example insoles, shapewear, face masks and balaclavas, unless they are still sealed and unused
    • Personalized items made to your order, such as custom photo embroidery, unless they arrive faulty or damaged
    • Pest control products once opened
12. How long until my refund comes through?
    We check every return when it arrives, then email you once the refund is approved. Expect the money back on the card you paid with, usually within 10 business days of that approval. Some banks need a little extra time before it shows on your account. If 15 business days have passed since approval and you still cannot see it, email us and we will find out what is holding it up.
13. Can I swap an item for a different one?
    We do not swap items directly. Instead, return the original item under our return policy, then place a new order for the one you would like.
14. How can I reach you?
    Email support@arcodella.com any day, or call +1 (209) 503-8199 during customer service hours: Monday to Sunday, 8:00 AM to 5:00 PM MT. On average, we answer within 12 hours. Our Contact page lists what to include in your message so we can help you faster.