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Shopping FAQ

Contact Us:

1. How can I contact surprisetan?

If you have any inquiries or need assistance, feel free to reach out to us. Our dedicated team is here to help! Please send us an email at sale@surprisetan.com. Our customer support team monitors emails Monday to Friday, from 9:00 AM to 5:30 PM, excluding holidays. You can expect a response within 2 business days.

2. What time is available for the customer service live chat?

Our customer support line and live chat services are available Monday to Friday, from 9 AM to 5 PM. Connect with us during these hours for real-time assistance.

Registration:

1. Do I need to register before I place an order?

No, registration is not mandatory before placing an order. You can check out as a Guest. However, you will have the option to create an account at the end of your order if you wish to do so.

Orders:

1. Can I modify or cancel my order?

To ensure swift processing, we aim to process orders quickly and accurately. Unfortunately, once an order is placed, we cannot modify or cancel it. Please review your order carefully before confirming.

2. There is something missing/defective/not what I ordered; what should I do?

We understand the importance of receiving the correct and perfect items. If you believe there is an issue with your order (missing, defective, or incorrect items), please fill out and submit the online return request. Follow the provided instructions for a seamless resolution.

3. How do I check the status of my order?

For order status inquiries, log in to your account and click on "My Account" and then "My Orders." Choose the specific order you wish to view by clicking "View Order" for detailed information.

4. Why was my order canceled?

While we strive to fulfill all orders, occasional inventory shortages may lead to the cancellation of one or more items. If this happens, you will receive a cancellation email, and a refund will be issued for the unshipped item(s).

For immediate assistance or urgent matters, please contact our customer support team through email at sale@surprisetan.com or call us during business hours. We appreciate your understanding and look forward to serving you!