FAQs - wiseman

How to I search for products? 
Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by us.
  • The item you received was not as described.

How do you ship packages? 
Products are shipped at the closest warehouse to our customers depending on item and availability. Packages dispatched from our US warehouse are shipped through USPS. Packages shipping from our warehouse in The Netherlands are shipped through UPS. Packages from our warehouse in China will be shipped by EMS or China Post depending on the weight and the size of the product. 

Do you ship worldwide?
Yes! We provide shipping to over 200 countries around the world. However, there may be some locations that we are unable to ship to. If you happen to be located in one of those countries we will contact you via email to inform you about your order status.

How long does shipping take?
All orders are processed within 1-5 business days (Excluding weekends, Holidays, and stock shortages). Depending on where the item is dispatched from, deliveries ranges from 12-27 business days and in some cases 40+ business days if the item is being delivered to places like South Africa, South America or countries with strict customs like (Italy, Brazil, Vietnam, Iran, Cuba, Eritrea) Please note that once the item has been shipped, we will not be able to make any changes or cancel your order. If you would like to make changes to your order, please let us know within 12 hours of purchase.

Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. You will also receive status updates if your order status changes. Sometimes due to our free item giveaway, free shipping promotion, or the quantity/value of item being low, tracking is not available. You can track your order anytime on our website by clicking on "Track Order"

My tracking says “no information available at the moment”.
For some shipping companies, it may take 2-12 business days for the tracking information to update on the system. Please check back again in a few days for updated tracking information. Don't worry, if it says your item is "In Transit" it's on it's way. You will also receive updates every time the status of your package changes if you received a tracking number with your order. 

If you have any other questions, please contact us at sales(at)wikiwiseman.com and we will do our best to assist!

My tracking status hasn't changed in a few days, what's going on?
Please note that we use a third party tracking system to help customers track their packages. If your status hasn't updated for more than a week, this most likely means that the package is currently being processed through customs and clearance and could take a bit of time. 

Rest assure, we include complimentary insurance to every package we ship out. This means that your package is guaranteed to arrive in working order as well as the promised time set by our logistic company.

All domestic orders are guaranteed to arrive no more than 30 days from shipped date.
All international orders are guaranteed to arrive no more than 60 days from shipped date.

What about delays?
Delays may occur due to unforeseen events.This means that it can take an additional 1-2 weeks in the delivery time. If you do not want to risk your order being delayed or are not okay with the risk of items potentially being delay, you can request an order cancellation for a full refund within 12 hours of purchase.

I have ordered several items but I did not receive my order in full, where are they?
We work with different skilled artisans from around the world to source unique treasures. If you've ordered different products from our shop, you may receive each individual item separately as the items may ship from different artisans.

If you need future assistance or tracking your other packages please reach out to us at anytime!

Help! I've been informed to pay duties and taxes on my order.

We do not collect VAT/GST, administrative fees, duties and/or taxes on your order and cannot predict what your particular charges may be. These additional charges, if applicable, are levied when the delivery reaches the specified destination. The recipient is responsible for these charges. Please contact your local customs office for more information.

We also do not issue any refunds for customs fees, duties, taxes, shipping, or the cost of your order should you refuse to pay the customs fees and/or duties for parcel release.

Tax not included and collected locally if applicable was clearly indicated at multiple points on cart page, checkout page and again in order confirmation email.