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Frequently Asked Questions or Click on the followng Customer Service Questions for answers.

 
     
  ORDER HELP:

· I have placed an order and have a question regarding the following:
---TRACK MY ORDER
---CANCEL MY ORDER
---My payment was DENIED/REFUNDED
---OTHER QUESTIONS: Please email polouserservice@gmail.com
 
     
 
TRACKING MY ORDER: If you would like to find out about the status of your order(once an order is shipped, EMS/UPS/Fedex/DHL will automatically send you an email to the email address you provided when you use the checkout system on the website, please check your email first for a tracking number). If you haven't received a tracking number within 2 business days after you submitted your order(don't include Saturday and Sunday), please send your email to polouserservice@gmail.com
 
     
 
CANCELING MY ORDER:If you would like to cancel your order or change your order (orders are processed within 24 to 48 hours, therefore if you wish to cancel your order, you will need to send us an email to polouserservice@gmail.com once an order is shipped out, we will not be able to cancel or change your order, you may return the shoes for a refund minus shipping fee.
 
     
  PAYMENT DENIED:  
     
 
*If your payment was denied and received an email from credit card center that your card was not charged, please note that means a refund has been issued by credit card center and will be posted to your acct and will show up in your account depending on the time it takes for your credit card / bank to post it.
 
     
 
(The customer consent to credit card center to make a charge to his/her credit card / bank acct at the time the order was placed. When an order is denied due to billing / shipping addresses unconfirmed, a credit is posted back to his/her credit card / bank acct immediately but would not show up in the credit card / bank acct until the credit card / bank institution processes it.)
 
     
 
our system will automatically deny(cancel) any payment if the shipping address is different from the billing address(this only applies to first time customers).
 
     
     
     
 
If payment is sent using a credit card:
 
     
  With a confirmed address (your billing address), we will process your order.  
     
 
with an unconfirmed address (different from your billing address), we will decide to accept/deny your payment based on credit card center's background info on your acct. If payment is accepted, your order will be processed. If payment is denied, your payment will be refunded to you
 
     
  If payment is sent using a bank account:  
     
  With a confirmed address (your billing address), we will process your order once payment is cleared.  
     
 
with an unconfirmed address (different from your billing address), we will decide to accept/deny your payment based on credit card center's background info on your acct. If payment is accepted, your order will be processed once payment is cleared. If payment is denied, your payment will be refunded to you
 
     
  If you have a question regarding a denied payment, please click here My order was denied (polouserservice@gmail.com)  
     
  PAYMENT REFUNDED: your payment will be fully refunded if there was a problem with your order. If you have questions regarding your refunded payment, please click here refund my order (polouserservice@gmail.com)  
     
  RETURNING/EXCHANGING AN ORDER: please click here Return / Exchange order  
     
     
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