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FAQ's

Eco Straw Frequently Asked Questions

SHIPPING & PAYMENT

How long does shipping take?

After your payment is verified, it takes 2-3 days to process and ship your order. This does not include weekends or holidays. Although it's often shorter, delivery usually takes:

- 2-3 weeks to the US - Canada - UK

- 2-5 weeks to Europe

- 3-4 weeks to Australia & New-Zeland

- 3-5 weeks Worldwide

We ship the majority of the orders from our fulfillment warehouse in Hong Kong. At times we also ship from within the United States if we happen to carry inventory there.

Do you ship to my country?

We ship orders to most countries in the world.

Will I have to pay taxes and duties?

Your local customs authorities may charge you taxes and duty. Please contact them for details. You are liable for all import duties, customs and taxes levied.

How much does shipping cost?

We offer Free Worldwide Shipping on all orders above US$ 10. Otherwise, the standard shipping rate per order is US$ 4.99. Discover our weekly shipping offers on our Facebook & Instagram pages.

Which payment methods are accepted?

We accept all major credit cards and Paypal. All payments are processed through a secured checkout process.

ORDER INFORMATION

Can I track my order?

As soon as your order is shipped, you will receive an email from us with a link to track your package online. If you do not receive the email, please check your spam/junk folder.

When you receive your tracking number, please allow 3 to 6 days before trying to track your order.

Track your order here.

Why do I receive seperate packages and tracking numbers?

In some cases, we ship items in multiple packages for the following reasons:

- Your items can go through customs faster

- Weight restrictions for regular shipping imposed by the post office

- We ship from multiple fulfillment warehouse to bring you the best selections at affordable prices

How can I modify my order?

Once your order has been submitted it can no longer be modified.

Customers are responsible for ensuring they have entered a correct delivery address. If you have made a mistake when ordering an item please get in touch and we will endeavour to update your delivery address if your item has not yet been dispatched.

Refund & exchange policy

Returns

You may return any full-price Eco Straw items within 30 days. If 30 days have gone by since the reception of your order, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Please do not send your purchase back to the manufacturer.

Once we receive the returned items, Eco Straw is happy to provide you a store credit or an exchange (if applicable).

All returns, refunds and exchanges must conform to our official refund policy. For assistance please send us an email at support@strawsreusable.com. At Eco Straw we guarantee our merchandise and are committed to your satisfaction.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Once we receive the returned items, Eco Straw is happy to provide you a store credit. For assistance please send us an email at support@strawsreusable.com.

Damaged items

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@strawsreusable.com. Please send us pictures of your damaged item.

How do I arrange a return?

To return your product, you should mail your product to Hong Kong.

You will be responsible for paying for your own shipping costs for returning your item. You can ship with the carrier of your choice. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Contact us

Email us

Email us at support@strawsreusable.com. We'll get back to you within 24-48 hours during business days.

We support #BreakFreeFromPlastic

We are proud to announce that we support #BreakFreeFromPlastic, a global movement of over 1,060 groups from across the world.