FAQ - Customer Service

Delay in the delivery of some products during the quarantine period.

Due to the current global economic situation caused by the Coronavirus, our delivery logistics for a few of our products have been impacted due to the reduced operations of our delivery and transport partners worldwide. As a result, orders placed between February and March may experience delays. Unfortunately, this is a situation beyond our control, as stated in our Shipping and Delivery Policies.

However, rest assured that we are doing everything possible to ensure that all orders are delivered as soon as possible. Current reports suggest a prompt recovery of the economy and a return to normal activities.

How long does it take for the payment to be processed?

Payments made by card are usually processed immediately, but in some cases, they may take up to 2 business days. Payments made via bank slip or lottery outlets are processed within 3 business days. All delivery times are calculated from the confirmation of payment.

Within how long will I receive my tracking code?

The tracking code is dispatched to the email provided during the purchase registration within 7 business days.

Unable to view information on my tracking code?

Information on tracking codes may take up to 5 business days to update in some cases. Therefore, simply wait for this time frame, and your information will appear.

Deadlines

How long till I receive me order?

All products available in our store are shipped directly from our overseas suppliers (Switzerland, United States, and Asia) to the address provided at the time of purchase. Delivery takes from 10 to 25 business days (on average after the product is dispatched), depending on the location. Product shipment occurs within 7 business days after payment confirmation in our system.

Orders placed via bank transfer take 1 to 3 days for payment confirmation in our system.

We provide a tracking code for the customer to monitor the progress of their order delivery.

Please note: In certain cases, this delivery time frame may extend by a few additional business days due to delays, strikes, holidays, periods of high demand at the postal service, or other situations beyond the control of the store.

Marco UP M|UP guarantees the delivery of the order and we undertake to refund the full amount paid for products that are lost or misplaced during the delivery process. All products are shipped with insurance against loss and with free internet tracking, ensuring 100% guaranteed delivery of your product.

1.2. Shipping.

Please note that you may receive more than one package, as your products may come from different suppliers. So, if you receive one product first and then another, rest assured that this is completely normal.

1.3. Order Tracking.

The products will be shipped by Australia Post or another carrier, and there will always be a Tracking Code that will enable the customer to track the delivery progress. The store commits to providing guidance to the customer on how to track the products. The tracking code for accessing the tracking will be sent to your email as soon as it becomes available to the store.

The tracking code for the order is provided within 3 to 9 business days after confirmed payment. It may take 5 to 10 days for shipping information to appear on the Australia Post website.

How long until my order is dispatched and the tracking code is sent?

We have a timeframe of 7 business days after payment confirmation to dispatch your tracking code. Once you receive the tracking code via email, you can use it to track your order on online tracking tools such as 17Track, Muambator, and the Australia Post website.

How long until information appears in the tracking system? It may take between 5 and 10 business days after the product is shipped for information to start appearing in the system. Therefore, don't worry if you've already received your tracking code and there's no update within this timeframe; the carrier will update it soon.

Tracking

How do I track my order?

We have a 7-business day timeframe after payment confirmation to send your tracking code. Once you receive the tracking code via email, you can use it to track your order on online tracking tools like 17Track, Muambator, and the Australia Post website.

You can also track your orders directly on our website using your order number and/or the email address used in the purchase. Simply access the link sent to your email and/or WhatsApp.

It may take between 5 and 10 business days for information to begin appearing in the system. Therefore, don't worry if you've already received your tracking code and there's no update within this timeframe.

I've received my tracking code but I'm having trouble tracking my order.

Remember, it may take between 5 and 10 business days after the product is shipped for information to start appearing in the system. So, don't worry if you've already received your tracking code and there's no update within this timeframe.

Order Modification: I made an order with the wrong/incomplete address.

Please contact us as soon as possible.

1. Attention to Order Addressing.

The store will arrange the shipment of products to the address specified by the customer. Therefore, to ensure smooth delivery of your order, we kindly request attention when filling out the address where you wish to receive your order.

2. Recipient Absent.

Ensure there will be someone at the address to receive your products. Australia Post makes three delivery attempts for parcels. If there's no one to receive the parcel at the address during any of the attempts, it will be taken to the nearest Australia Post office. In this case, the recipient will need to collect the parcel from the post office within 7 calendar days. If the recipient fails to collect the parcel, according to Australia Post's policy, it will be returned to the sender, and a new shipping fee will be required for resending the product.

All details regarding delivery attempts, as well as the address of the Australia Post office where the recipient should collect the parcel in case of absence at the address, are recorded in the tracking information of the order. This can be monitored on the Australia Post website using the tracking code provided by the digital store.

3. Incorrect or Incomplete Address.

Marco UP M|UP is not liable for incorrect or incomplete filling of the destination address for orders placed in the store. In the event of incorrect or incomplete addressing, according to Australia Post's policy, the parcel will be returned to the sender, and no further delivery attempts will be made at that address."

If delivery cannot be completed due to a discrepancy in the address provided by the customer, the customer will not be entitled to a refund. A new shipping fee, amounting to 25% of the total order (shipping cost + postal fee), will be required for resending the product.

I would like to change the model/color of a product in my order.

To provide shorter delivery times, all our orders undergo automatic processing after payment confirmation, thus it's not possible to change the model/color of a product after placing the order and making the payment. However, don't worry, you can still exchange or cancel your order due to dissatisfaction within 7 days of receiving it, just remember to follow our guidelines outlined according to our return policies and contact us as soon as you have the product in hand.

Cancellations.

I would like to cancel an order that I haven't received yet.

Once the payment for your order is confirmed, processing begins automatically. Therefore, it's not possible to cancel an order without having received it.

However, don't worry, you can still exchange or cancel your order due to dissatisfaction within 7 days of receiving it. Just remember to follow our guidelines outlined in our return policy and contact us as soon as you have the product in hand.

I would like to cancel/exchange/receive a refund for an order that I have already received.

We have a dissatisfaction exchange policy that lasts for 7 days from the receipt of the product, and 30 days in case there's any issue with the product. If you're not satisfied with your product, simply follow all the guidelines outlined in our return policies, contact us, and return the product to receive a replacement or a refund.

Exchanges and Refunds.

My product arrived damaged and I would like to exchange it.

We have a defect exchange policy that lasts for 7 days from the receipt of the product. If you're not satisfied with your product, simply follow all the guidelines outlined in our return policies, contact us, and return the product to receive a replacement.

I am not satisfied with my product and would like to receive a refund.

We have a dissatisfaction exchange policy that lasts for 7 days from the receipt of the product. If you're not satisfied with your product, simply follow all the guidelines outlined in our return policies, contact us, and return the product to receive a refund.

Do you have any remaining questions?

Contact us using the methods below.

Get in touch with us. Send an email M|UP.

sac@marcoup.com