Frequently Asked Questions
Product & Stock
How reliable is product availability?
Our product availability is constantly being updated, however, errors do very occasionally occur. Please contact us at firstname.lastname@example.org if a product you would like is out of stock as we can often order it in for you or hold it for you when our next batch of stock arrives.
What sizing formats does TR7Store use?
As we make every effort to obtain the best equipment from all over the world – sometimes there are variations in sizing from different brands. To see our size guides for each brand we stock please click here.
Do you offer equipment personalisation?
For many of our products we are able to offer personalisation. Please get in touch with us at email@example.com and we’ll be happy to talk to you about what solutions we can offer you.
The product I received looks different to the image on the website.
Whilst every effort is made to ensure that products, prices and colours are correct at the time of pre-selling on our website, we cannot be held responsible for any manufacturing errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product. Please contact our customers service team if you are unhappy with what you have received, and we’ll do our best to rectify the problem quickly and fairly.
What delivery options are available?
We currently offer Free Standard Shipping and Express Shipping for ¥50.00 within Mainland China. Furthermore, we offer a flat ¥250.00 fee for any shipments destined outside Mainland China.
If I am ordering goods to a country outside of Mainland China, am I liable for import taxes?
TR7Store accepts no liability for any additional charges levied by the government of the recipient country. By placing an order on our website, the customer acknowledges the recipient accepts liability for any charges applied by their government (including, but not limited to taxes, duties, holding fees).
TR7Store has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and are subject to change. TR7Store would advise each customer to contact their local customs office for further information prior to placing an order.
Furthermore, TR7Store will also not be liable for any further costs incurred because of customers refusing to pay the applicable customs charges and will charge accordingly for any charges incurred by TR7Store because of the recipient’s refusal to pay the applicable charge levied by Customs.
Has my order been dispatched yet?
As soon as your order is dispatched from our warehouse you will be sent an automatic email to confirm that it’s on the way with an approximate delivery time frame. If your order has been sent on a tracked service, the email will include reference details and a link to the courier website. You may not get any tracking information on the courier’s website until the following working day after dispatch.
What should I do if I receive the wrong item?
In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card used to purchase the item(s). Please send the product back to us by trackable delivery with a note detailing what happened. As soon as we receive the returned item(s) we will dispatch the correct product and issue you with the postage refund (please include the receipt for the postage in the parcel).
I have received a faulty item; how do I resolve this?
In the unlikely event that goods are faulty upon receipt, please contact our Customer Service Team as soon as possible at firstname.lastname@example.org. We will do our best to make the process of replacement as convenient as possible.
An item is missing from my order, how do I resolve this?
Sometimes we don’t send everything you have ordered at the same time, so firstly, check we have not been in contact to inform you of this.
If we have not been in contact, then please email our Customer Service Team at email@example.com and we will do our best to solve the issue as quickly as possible.
What is our returns policy?
Our full returns policy can be found in section 12 of our Terms & Conditions page. In short it is as follows:
- We offer a 28-day no quibble returns policy – provided the items is returned “as sold” within 28 days we will offer a full refund or exchange.
- Faulty Products: Please return these to us and we will endeavour to get a new working product to you as soon as we can.
- Personalised Items: Unfortunately, unless it is the fault of the manufacturer, we are unable to accept returns for personalised items.
Please contact us at firstname.lastname@example.org if you have any questions regarding returning or exchanging a product.
What payment methods do you accept?
We are always looking to expand our range of payment methods; therefore, this list is subject to change, however we currently accept: Visa, MasterCard, AMEX, Shopify Pay, Apple Pay, Google Pay, PayPal and WeChat Pay (WeChat Pay only available via App).
Are my details retained for future orders?
We do keep records of your name, address and products ordered, however, we do not save your card details.
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