FAQs

Orders & Cancellations

Can I cancel or change my order?

Yes. Orders may be cancelled within 12 hours of purchase, provided they have not yet entered processing or dispatch.

Cancellation requests must be sent to customerservice@popupgarage.store within this timeframe. Once an order has been processed or shipped, it can no longer be cancelled and will fall under our Returns Policy.

Shipping & Delivery

How long does shipping take?

  • Processing & Dispatch: 1–3 business days

  • Delivery after dispatch: 3–30 business days, depending on destination and local carrier conditions

Delivery times are estimates and may be affected by customs, weather, peak periods, or courier delays.

Will I receive tracking?

Yes. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information (where available).

Tracking updates may take time to appear after dispatch.

Delivery Confirmation & Missing Parcels

What happens once my order is marked as delivered?

Once a courier marks an order as delivered, supported by proof of delivery (such as GPS confirmation, timestamp, or delivery photo), the order is considered fulfilled.

This applies even if the parcel is left in a safe place or reception area as per courier policy.

My order says delivered, but I don’t have it. What should I do?

If you believe your order has been:

  • Delivered to the wrong address, or

  • Stolen after delivery

You must contact us first within 48 hours of the delivery confirmation so we can initiate an investigation and determine whether a replacement or resolution is possible.

Claims reported outside this timeframe may not be eligible for further review.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery, provided that:

  • Items are unused

  • Items are returned in original condition

  • All original packaging, accessories, and tags are included

Returns are subject to inspection before approval.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer.

All returns must be sent using a tracked shipping service, and the tracking number must be shared with us.

Faulty, Damaged & Electronic Products

What if my item arrives damaged or defective?

Please contact customerservice@popupgarage.store before returning any item.

For RC cars and other electronic products, we require:

  • A clear video demonstrating the issue

  • Your order number

Our technical team will assess whether the issue can be resolved through troubleshooting or whether a replacement is required.

Returns sent without prior contact may be delayed or declined.

Chargebacks & Disputes

What if I open a chargeback instead of contacting you?

We strongly encourage customers to contact us directly first so we can resolve issues quickly and fairly.

Opening a chargeback without contacting us may delay resolution, as we will provide courier proof of delivery, tracking records, and policy documentation to the payment provider during the dispute process.

Payments & Security

Is my payment information secure?

Yes. All payments are processed securely through Shopify’s encrypted checkout. We do not store or have access to your full payment details.

Contacting Us

How do I get support?

All enquiries must be sent via email to ensure proper tracking and resolution:

customerservice@popupgarage.store

Please include your order number and any relevant photos or videos to help us assist you efficiently.

We aim to respond within 1–3 business days.

Final & Legal Notice

By placing an order with Pop-Up Garage, you agree to our Terms of Service, Shipping Policy, Refund & Returns Policy, and Privacy Policy.