Where are you based?

Powder Den is based in the heart of Vancouver, Canada. And we ship our goods directly from our manufacturing facility in Asia.

If I need to contact your customer service, how long will it take them to respond?
Our contact is powderden@gmail.com, expect a response within 8 hours from our representatives. Our representatives are available 24/7 to promptly help you!

SHIPPING & ORDERING

Which countries does Powder Den ship to?
We provide Free Worldwide Shipping.
Please check our Shipping & Delivery section for further information.

Tracking Number?
Once your payment is finalized and approved, your order will be processed, you will receive automatically all information about your order and your tracking number once your package is shipped.

What shall I do if my order is late?
Please just contact us at powderden@gmail.com. We will assist you with whatever you need. 

What about duties or taxes?
Powder Den is not responsible for any duties or taxes added to your order in the destination country. If this happens to be an issue, please just contact us, we'll find a solution for you.

Product arrived damaged what should I do?
Please contact us at powderden@gmail.com and we will solve your issue immediately.


RETURNS & REFUND

What are the return conditions?
Our return guarantee entitles you to return the product for a reason and picture to illustrate the reason. Please open your package and check if your product meets your requirements and if there is any problem you must contact us within 30 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with.

I want to return my product. What should I do?
Please Contact us at the first place and return your product for a reason, as long as item & packaging is returned in perfect condition. You can also contact us at powderden@gmail.com to arrange your return.


When will I get my refund?
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 whether your item is subject to approval or rejection. If you are approved, then your refund will be processed, then your credit will be applied automatically over the original payment method, within 30 days after we receive the returned item.

Can I cancel or change my order?
In case your order hasn’t been processed yet, it is possible to change or cancel your order. However, from the moment your order has been processed it is not able to change or cancel your order.


PAYMENTS

What payment methods do you accept?
We most of the payment methods, such as Apple Pay, Google Pay, Paypal, Master, Visa, Amex through our secure payment gateway.

What about Western Union or bank transfers?
Sorry, we don’t accept Western Union or bank transfers.