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 4 to 7 business days *, other shipping takes 12 to 32 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?
- We currently ship to the United States, Canada, Australia, New Zealand, and Singapore. Please check our Shipping policy for more details.
6. Address change window
- Need to fix your address? Contact us within 1 hour of ordering. We start production quickly and can’t guarantee changes after that.
7. 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.
8. 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.
9. 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.
10. Do you offer gift cards?
- No, currently we don't offer gift cards.
11. 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.
12. 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.
13. Are your products eco-friendly?
- Some of our products are eco-friendly. Look for the "eco-friendly" label on our product pages.
14. Do you have a physical store?
- Currently, we operate exclusively online. You can shop our full range of products on our website.
15. 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.
16. 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.
17. 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.
18. 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.