FREE WORLDWIDE SHIPPING

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CODE: ERB24

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Shipping & Delivery Inquiries

Shipping

Currently, we have 4 warehouses around the globe. Therefore, the shipping location will be determined based on item availability at the time of purchase. For some items in our collection, customers are given the option to choose which location they would prefer their item to ship from. However, this option is usually provided for overstocked items and product cost will vary based on location.

Standard transit windows range from 7 to 21 days. However, most items usually arrive within 12 days.

 

UPDATE: Due to the strain that COVID-19 has placed on countries around the world, logistic companies have been severely affected and are still working to achieve normalcy. For customers located:

in the US - current transit times have extended to 3 weeks

in Europe and Asia – current transit times have fallen between 2-3 weeks

in Central and South America – current transit times have been approximately 2-4 weeks

 

While we do understand that delivery times are of paramount importance we are working to ensure that items are delivered within a fair delivery window. At this time we would appreciate you patience and understanding as we work to navigate through the new normal.

To receive free shipping, orders must be over $100.

Yes, customers have the option to request a faster shipping speed if available. This includes priority and express to any destination. However, these option do not include the standard fee and are usually more expensive. Nevertheless, if you are interested in this option or would like an estimate of the new shipping cost please reach out to us via live chat or email at customerservice@erbana88.com. Information on our hours of operation and response times can be found in our ‘Customer Support' section under General Inquiries.

It depends as timing is key. While the processing window is 24 to 48 hours – items can be packaged and shipped sooner. Therefore, you will have 12 hours after purchase to let us know of any changes to the shipping address. If orders are placed on the weekend and our online agents are unavailable please send your emails to sales@erbana88.com. Be sure to include ‘Incorrect Shipping Address’ in the subject line. Emails should include your order number, initial shipping address and the new shipping address. Once received our staff will attempt to modify the order.

However, if the item has already shipped then we are unable to alter it’s destination and would recommend you explore subsequent provisions to retrieve it once delivered.

Tracking

After placing your order, items are usually processed and shipped as soon as possible. At this time customers receive shipping confirmation emails and SMS (if you signed up for it) with your tracking number.

Here is a brief rundown on all the ways you can track the status of your package.

1st - Email
When your item is shipped, our system automatically sends you a shipping confirmation email that contains:

a. The tracking number that can be accessed by simply clicking on it

b. The option to enter your phone number so you can get the latest transit data delivered directly to your phone via SMS

c. Our 'Shop' App where you can have a live satellite feed and a delivery estimate of your package on the go


But wait... there's more!


2nd - ErbaBot To the Rescue!
Erbabot is our virtual assistant that strives to deliver optimal customer service and resolve the most common questions or concerns you may have. To learn more about how ErbaBot works please refer to our section titled ‘24-hour Automated Assistance’ which can be found in our General Inquiries section. Simply put – to wake up ErbaBot type keywords such as 'Hi', ‘Hey', 'Order', ‘where’s my order' (complete list can be found in General Inquiries) and he will be ready to assist you. Once you follow the prompts such as entering your order ID and postal code, ErbaBot will provide you with the latest tracking information. It's that simple!

Prior to COVID-19, tracking numbers were always updated within days by their respective carriers. However, as shipping times have significantly fallen behind – updates are taking longer to upload. In the earlier months of the pandemic, it would take one month until an update was provided. Thankfully, that is no longer the case as updates are more frequent and are gradually returning to their original pace. So, the bottom line is: if you haven’t seen any recent updates, it does not mean that your order is lost in limbo.

Nevertheless, if 3 weeks have passed and nothing has changed then kindly reach out to us via live chat or email for further assistance.

If you have recently received your shipping confirmation email and the tracking number is not generating any updates then it usually means that the logistic company in the departing country has not recently updated their servers. This does not mean that your package is stuck in limbo – it could mean that:

  1. Your item may be small, such as an e-packet, and is being processed along with thousands of other small mails which makes receiving updates impossible.
  2. Additionally, this could mean that the carrier site may not have received its updates but the information might be available on other third party tracking interfaces.
  3. The servers haven’t undergone a recent update. Typically, servers update every 3 to 5 days (sometimes longer for other logistic companies like China Post or India Post) but once done, tracking information will be made available.

While they are hundreds of options to choose from; the most reliable are Global Cainaio, EMS and 17Track. Once items have entered the destination country and are handed over to their respective postal services then local tracking sites can offer more detailed tracking updates such as Royal Mail, Canada Post, Australia Post, USPS, etc.

 

Delivery

Last update – a month ago

The first thing to do would be to check for the most recent tracking updates. If a month has passed without any update then do not hesitate to reach out to one of our team members for assistance via live chat or email. As we see a bit of progress in the overall transit times which was severely backed up due to the effects of the pandemic, this is considered abnormal and further investigation is needed.

 

Last update – a few days or a week ago

This is considered normal and in this case, simply continue to track your item’s progress as it makes its way through the transit map.

If you find yourself in this situation then the first thing to do would be to reach out to your local post office for information on who delivered your item and when they delivered it. Once items are handed over to their respective postal services, we are no longer able to influence or guarantee swift delivery. This is left at the discretion of the logistic companies and their workload. Therefore, if an item was marked delivered but was not received then the most equipped party to resolve that issue would be your local postal provider.

While instances of this is rare, mistakes are inevitable. First, take pictures of the item that was received and the shipping package it was delivered in. Pictures must be clear and the shipping label must be easy to read. Emails can be sent to sales@erbana88.com. Be sure to include ‘Order Delivered - Incorrect Item’ in the subject line. Emails should include your order number, your photos and a brief explanation of the situation. Once received, one of our team members will review your case and reach out to you with further information.

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