FAQs
Got questions? We've got answers.
1. What payment methods do you accept?
- We accept various payment methods including credit/debit cards, PayPal, and other secure payment gateways Google Pay, Apple Pay.
2. How can I track my order?
- Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order.
3. What is your return policy?
- Since all our items are custom-made to order we do accept returns only if the product is defective or damaged or you got wrong items. To start a refund or replacement, first you need to contact us at contact.us@thefatcamel.com. Please visit our Refund policy for more details.
4. How long does shipping take?
- Shipping times vary based on your location and the shipping method selected. Standard shipping within the USA typically takes 2 to 5 business days *, International shipping takes 10 to 30 business days (depending on location and customs processing).
* Shipping to Alaska, Hawaii, Puerto Rico and unincorporated territories of the United States can take additional 7 – 12 business days.
5. Do you offer international shipping?
- Yes, we offer international shipping to some countries. If your country is available at checkout, we can ship to you! Unfortunately, if you don’t see your country at check out, that means we don’t deliver to your country at this time. Please check our Shipping policy for more details.
6. Can I cancel my order after it has been placed?
- Orders can be canceled within 4 hours of placing them. Please contact our customer service team at contact.us@thefatcamel.com as soon as possible.
7. What if I receive a damaged or defective item?
- If you receive a damaged or defective item, please contact our customer service team at contact.us@thefatcamel.com within 14 days of delivery to arrange for a replacement or refund.
8. What if I receive wrong item?
- If you receive a product which is not matching with your order, please contact our customer service team at contact.us@thefatcamel.com within 14 days of delivery to arrange for a replacement or refund.
9. Do you offer gift cards?
- No, currently we don't offer gift cards.
10. How can I contact customer service?
- You can contact our customer service team via email at contact.us@thefatcamel.com , our hours of operation are from 9:00 to 16:00 on working days.
11. What sizes do you offer?
- Our size range varies by product. Please refer to the size chart available on each product page for specific measurements.
12. Are your products eco-friendly?
- Some of our products are eco-friendly. Look for the "eco-friendly" label on our product pages.
13. Do you have a physical store?
- Currently, we operate exclusively online. You can shop our full range of products on our website.
14. How do I use a discount code?
- If you received a discount from us via email, simply click the “Apply Discount” button in the email, and it will be automatically added to your cart. If you have a discount code, enter it in the designated field at checkout, and the discount will be applied to your order.
15. What are your business hours?
- Our online shop is open 24/7. Customer service hours are from 9:00 to 16:00 on working days.
16. How do I create an account?
- Click on the “Log in” icon, enter your email, and we’ll send you a login code. Once you’re logged in, go to “Profile” to enter your name and delivery address.
17. What if I forgot my password, how do I reset my password?
- You don’t have to worry about forgetting your password anymore! Our customer accounts use a 6-digit verification code instead of a password. Each time you want to log in, simply enter your email address, and we’ll send you a login code.