What payment methods do you accept?

We accept two secure payment methods:

• PayPal - Pay securely without sharing your card details with us
• Credit & Debit Cards - Visa, MasterCard, American Express, and Discover

All payments are processed through secure, SSL/HTTPS encrypted gateways. We do not store your complete credit card information on our servers.

📄 Learn more: Payment Methods

Do you offer Cash on Delivery (COD)?

No, we do not offer Cash on Delivery. All orders must be paid in full, in advance, by PayPal or Credit Card before we process and ship your order.

When will my payment be charged?

Your payment method will be charged immediately upon order confirmation. For pre-orders (if applicable), payment is typically processed when the item ships.

Is it safe to use my credit card on your website?

Absolutely! We use industry-standard SSL/HTTPS encryption to protect your payment information. Your card details are transmitted directly to our secure payment processors and are never stored on our servers.

Why was my order cancelled?

If we cancelled your order and refunded your payment, it's usually because:

• We were unable to verify your payment information
• Your PayPal account name/address doesn't match your shipping address
• The products you ordered are out of stock
• We couldn't contact you within 5 days after receiving payment

We will always try to contact you by phone or email before cancelling. If you have questions about a cancelled order, please contact us.

Can I cancel my order after placing it?

Before shipment: Yes! Contact us immediately at support@buckyballsshop.com with your order number. If we haven't shipped it yet, we'll cancel and issue a full refund.

After shipment: Once shipped, orders cannot be cancelled. You'll need to follow our standard return process when you receive the item.

Orders are processed within 1-2 business days, so contact us as soon as possible!

Do I have to pay VAT or sales tax?

We do not add VAT, sales tax, or other local taxes to your order. However, international orders may be subject to import duties and customs fees levied by your country. You (the customer) are responsible for all import duties, taxes, and customs clearance fees.

⚠️ If you're reselling or drop-shipping our products, ensure you comply with tax regulations in your home country and destination country.

Where do you ship to?

We ship worldwide! Our primary destinations include the United States, Canada, United Kingdom, European Union, Australia, New Zealand, and Asia-Pacific regions. If your country isn't listed, contact us to confirm availability.

What are your shipping options and costs?

We offer two shipping methods:

📄 Learn more: Shipping Policy

How long does order processing take?

Orders are typically processed within 1-2 business days after payment confirmation. This includes payment verification, order preparation, quality check, and packaging.

Orders placed on weekends or holidays are processed on the next business day. During peak seasons (Black Friday, Christmas, Chinese New Year), processing may take 1-2 extra days.

How can I track my order?

Once your order ships, you'll receive a shipping confirmation email with tracking information. You can track your order using:

• Track Your Order Page: Visit our Track Your Order page (in Home or footer menu) and enter your order number + email OR tracking number
• Shipping Email: Click the tracking link in your shipping confirmation email
• My Account: Log in to view your order history and tracking
• Shop App: If you ordered through Shop app, track directly in the app

Tracking information may take 24-48 hours to update after shipment.

My order is delayed. What should I do?

Delivery times are estimates and may vary due to customs clearance, carrier delays, holidays, or weather. We're not responsible for delays caused by these factors.

If your order is significantly delayed beyond the estimated delivery window, please contact us with your order number and tracking information. We'll investigate and assist you.

What if my package is lost or damaged during shipping?

Contact us within 7 days of the expected delivery date at support@buckyballsshop.com. Include:

• Your order number and tracking information
• Photos of damaged items and packaging (if applicable)

We'll work with the carrier to investigate and resolve the issue, offering a replacement or full refund.

Can I change my shipping address after ordering?

Contact us immediately at support@buckyballsshop.com. Address changes can only be made before the order is shipped. Once shipped, we cannot modify the delivery address.

What is your return policy?

We offer a 30-day return policy. Items must be unused, in original condition, with all packaging and components included. Return requests must be initiated within 30 days of receiving your order.

📄 Learn more: Refund Policy

How do I start a return?

You have three convenient options:

• Email: Contact support@buckyballsshop.com with your order number, items to return, and reason
• My Account: Log in to your account, go to order history, and click "Request Return"
• Shop App: If you ordered through Shop app, manage returns directly in the app

⚠️ Do not ship items back without receiving return authorization (RMA number) first!

Who pays for return shipping?

Standard returns (change of mind): Customer is responsible for return shipping costs.

Our error (defective, damaged, wrong item): We provide a prepaid return label or reimburse your return shipping costs.

How long does it take to get my refund?

Once we receive and approve your return:

• Refund processing: 3-5 business days
• Refund appears in account: 5-10 business days (depends on your bank/PayPal)

Total timeline is typically 2-3 weeks from when you ship the return.

Do you offer exchanges?

We don't offer direct exchanges. To get a different product:

1. Return the original item following our return process
2. Place a new order for the desired item
3. You'll receive a full refund once your return is approved

This ensures you get your new item faster without waiting for return processing.

What if I receive a defective or damaged product?

Contact us immediately at support@buckyballsshop.com with photos of the defective/damaged item and packaging. We offer:

• Full refund including original shipping costs
• Free replacement shipped at no cost to you
• Partial refund if you prefer to keep the item (minor defects)

We cover return shipping costs for defective or damaged items.

Can I return international orders?

Yes! International returns follow the same 30-day policy. However:

• Return shipping costs are your responsibility (unless defective/damaged)
• You're responsible for any customs fees or duties on returns
• Original shipping costs and customs fees are non-refundable
• Processing may take 2-4 weeks

⚠️ If you refused customs fees on delivery and the package was returned, we cannot offer a full refund. Restocking fees (up to 20%) may apply.

What products do you sell?

We specialize in premium magnetic toys and stress-relief products:

• Magnetic Balls - Neodymium magnetic spheres for building and creativity
• Magnetic Cubes - Innovative fidget cubes with magnetic properties
• Magnetic Bars & Building Sets - Construction sets with bars and panels
• Fidget Toys & EDC Products - Stress-relief and everyday carry items

📄 Learn more: About Us

Are your magnetic products safe?

⚠️ IMPORTANT SAFETY NOTICE:

• NOT suitable for children under 14 years old
• Swallowing magnets can cause serious injury or death
• Keep away from children, pets, and individuals with pacemakers
• Keep away from credit cards, electronic devices, and magnetic storage
• Use responsibly and store securely when not in use

By purchasing our products, you acknowledge these risks and agree to use them responsibly.

What age group are your products designed for?

Our magnetic products are designed for adults and enthusiasts aged 14 and above. They are NOT toys for children. Our products contain small, powerful magnets that pose serious hazards if swallowed.

Are your products authentic?

Yes! We source 100% genuine magnetic toys from trusted manufacturers. All products undergo strict quality control to ensure consistent performance, durability, and safety standards.

Do product colors look different in person?

Product colors may appear slightly different due to screen settings and lighting. We strive to provide accurate product photos, but slight variations are normal. Dimensions and weights may also vary slightly due to manufacturing processes.

Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account offers benefits:

• Track your orders easily
• Save shipping addresses for faster checkout
• View order history
• Manage returns and refunds
• Receive exclusive offers and updates

How do I create an account?

Click "Create Account" in the top menu or footer. Enter your email address and create a password. You can also create an account during checkout.

I forgot my password. What should I do?

Go to the login page and click "Forgot password?" Enter your email address, and we'll send you a password reset link.

How do you protect my personal information?

We take your privacy seriously. We use SSL/HTTPS encryption, secure payment gateways, and strict access controls to protect your data. We never sell your personal information to third parties.

📄 Learn more: Privacy Policy

Can I unsubscribe from marketing emails?

Yes! You can unsubscribe by:

• Clicking "Unsubscribe" at the bottom of any marketing email
• Logging into your account and updating email preferences
• Contacting us at support@buckyballsshop.com

You'll still receive transactional emails (order confirmations, shipping notifications) even if you unsubscribe from marketing.

How can I contact customer service?

📄 Visit: Contact Us

What information should I include when contacting support?

To help us assist you faster, please include:

• Your order number (if applicable)
• Detailed description of your question or issue
• Photos or screenshots (if relevant)
• Your contact information

Where is Buckyballsshop located?

Do you have a physical store?

No, we are an online-only store. This allows us to offer competitive prices and ship worldwide. All orders are processed from our facility in Jinhua, China.