Frequently Asked Questions (FAQ)
Find detailed answers to all common questions about orders, shipping, products, payments, gemstones, marketplace sellers, and more.
This FAQ page provides the most complete and transparent information for our U.S. and international customers. If you cannot find what you’re looking for, our support team is always available to assist you.
1. Orders & Payments
How do I place an order?
Add products to your cart and follow the secure checkout process. You can order as a guest or create an account.
What payment methods do you accept?
Visa, MasterCard, American Express, Discover, PayPal, Stripe, and other secure options shown at checkout.
Is my payment information secure?
Yes. Payments are encrypted and processed by Stripe/PayPal. Arbsbuy LLC never stores credit card numbers.
Can I change or cancel my order?
Orders can be modified or canceled within the first 12 hours. After that, they may already be processing.
Why was my payment declined?
Possible reasons include bank restrictions, mismatched billing address, insufficient funds, or card security blocks.
Do you charge any hidden fees?
No. All costs are shown at checkout. International taxes or customs fees (if applicable) are paid by the buyer.
2. Shipping & Delivery
What are your shipping times?
USA: 3–7 business days (up to 10–15 in rare cases)
Canada & Europe: 7–15 business days
Other countries: 7–15 business days
Do you offer free shipping?
Yes — Most U.S. orders qualify for free standard shipping.
Why does tracking take time to update?
Tracking may take 24–72 hours to update due to courier scanning delays or international processing.
My package says “Delivered,” but I can’t find it.
Check with neighbors, building staff, mailbox lockers, or your local postal office. Arbsbuy LLC is not responsible for stolen packages after delivery confirmation.
Why did my items arrive separately?
We ship from multiple warehouses and suppliers. Items may be sent in separate packages with different tracking numbers.
3. Returns & Refunds
What is your return window?
You can request a return within 14 days of delivery if the item is unused and in its original condition.
How do I request a return?
Email support@arbsbuy.com with your order number, reason, and photos (if defective).
When will I get my refund?
Refunds are processed within 7–14 business days after we receive and inspect the returned item.
Which items cannot be returned?
– Undergarments, bras, swimwear – Beauty/personal-care items – Customized or print-on-demand items – Gemstones once unsealed (unless defective) – Clearance/final-sale items – Digital products
Do you provide prepaid return labels?
No. Return shipping is the customer’s responsibility unless the item is defective or incorrect.
4. Gemstones & Jewelry
Are your gemstones natural?
Yes. All gemstones listed as natural are independently certified and verified before shipping.
Where do gemstone orders ship from?
Certified gemstones and jewelry are shipped from Pakistan due to international sourcing and authentication.
Why does gemstone delivery take longer?
Gemstones undergo customs inspections, security checks, and international routing, which may extend timelines.
What certification do gemstones come with?
Most gemstones include gemstone certificates. Details are available on each product page.
Can gemstones be returned?
Only if defective, damaged, or incorrect. Change-of-mind returns are not accepted for gemstones.
5. Product Care & Maintenance
How should I wash my clothing?
We recommend washing in cold water, gentle cycle, and air drying. Print-on-demand items should be washed inside-out.
How do I take care of gemstone jewelry?
Avoid harsh chemicals, perfumes, and direct impact. Clean gently using mild soap and a soft cloth.
Will my product look exactly like the photos?
We use professional photography, but slight color variations may occur due to screen differences or natural gemstone characteristics.
Do items come with instructions?
Yes — where applicable. Some electronic items may include digital guides only.
6. Sizing & Apparel Questions
How do I choose the correct size?
Each apparel item includes a detailed size chart. Compare your measurements for a perfect fit.
Are your sizes true to U.S. sizing?
Most products follow standard U.S. sizing, but some items (especially dropshipped apparel) may run slightly smaller. We recommend checking size charts carefully.
Do you offer plus sizes?
Yes — many items are available in extended sizes.
Can I exchange for a different size?
We do not offer direct exchanges. Please request a return and place a new order.
7. Taxes, Duties & Customs
Will I need to pay customs fees?
U.S. customers rarely pay customs fees. International customers may be charged duties or VAT depending on local laws.
Are taxes included in the price?
Taxes are shown at checkout depending on your region.
Who is responsible for VAT or import duties?
The customer is responsible for international import taxes and customs fees.
Why was my international shipment held by customs?
This is normal for random inspections or paperwork validation. Customs clearance may take longer for gemstones.
8. Wholesale & Bulk Orders
Do you offer wholesale pricing?
Wholesale offers may be available depending on product category. Contact us for details.
Is there a minimum order quantity?
MOQ requirements vary by product. Reach out for specific information.
Do you provide business invoices?
Yes — We can issue formal invoices upon request.
Can businesses place large gemstone orders?
Yes — Bulk gemstone orders are available with verification requirements. Processing time may be longer due to certification.
9. Gift Orders
Do you offer gift packaging?
Some items include premium packaging. Additional options may be introduced soon.
Can I hide the price for gift orders?
Yes — packing slips do not include prices for most orders.
Can I include a personalized message?
Some products offer gift message options at checkout.
10. Technical or Website Issues
My payment isn’t going through — what should I do?
Try another card, clear your browser cache, or contact your bank. Alternatively, use PayPal (no account required).
I’m not receiving your emails.
Check your spam folder. Add support@arbsbuy.com to your safe sender list.
The website is slow or not loading.
Try refreshing the page, switching networks, or using a different device.
I can’t log in to my account.
Use the “Forgot password” option or contact support if the issue persists.
11. Marketplace Seller FAQs (Future Feature)
When will the marketplace launch?
Seller onboarding is planned for a future update. Announcements will be posted on our website.
What documents are needed to become a seller?
Government-issued ID, business verification, and product compliance documents.
How does seller payment work?
Seller earnings will be released based on order completion and marketplace policies.
Are seller products inspected?
Yes — Sellers must meet strict quality, shipping, and authenticity standards.
Can international sellers apply?
Yes — Sellers from approved countries will be able to join.
Still need help? Our support team is here for you.
Email: support@arbsbuy.com
Phone: +1 (904) 668-5277
Support Hours: Mon–Fri, 9 AM – 6 PM (EST)
Website: https://arbsbuy.com