If you wish to get in touch with us for any reason at all we have multiple options depending on the query you may have. The quickest way to contact us via our contact form or alternatively cs@pwractive.com.
We are 100% confidential and will not release any of your information to third parties or use for any purpose aside from within our business. Your information is secured on a verified, encrypted domain as shown by the padlock in your browser. Please see our privacy policy for more information.
Our prices are shown in your local currency and processed in USD. It is important to note that conversions are done automatically. Please keep updated with the latest conversion rates for your local currency.
Our checkout process is designed to catch credit card fraud and other various suspicious activity. This problem is generally attributed to a failure of passing our security checks. Please contact us if you have encountered this issue.
We have received and processed your payment. At this stage we have sent your order to the delivery office and it will be on its way to you very soon. Please visit our shipping page for full details on order and shipping scheduling.
We are very quick at processing all orders, however if your status has not been changed to 'fulfilled' then there is still a chance we can amend your order. Please contact us to fill out a change request.
Orders can be subject to separate shipments for many reasons.
If an item is not in stock we will not hold the order. We will ship out what is available and send the remainder in a separate shipment.
We are currently processing orders from multiple fulfilment centres, if your order is split between these then your order will arrive separately.
Larger orders will be sent in smaller shipments to mitigate customs charges incurred by our clients.
If you are concerned about a missing shipment you can track all items in your order using the link within your shipping conformation email. If you are unable to track your item please contact us.
Once your item is marked as fulfilled and assigned a tracking number you will be informed via email. Tracking information is provided and updated by Aftership and can be accessed here.
A tracking number will be generated and emailed to the address provided on checkout once it has been cleared for departure. Please be patient as this can take from 24-96 hours after your order has been placed. You will be able to track the most recently posted location of your order via the tracking link within this email by visiting our tracking page.
If the tracking information hasn't updated as you may have expected it simply means there has not been any updates to post. Tracking updates are posted as it reaches each waypoint while on its way to your destination. Unfortunately, we will be unable to trace your package until arrival at your destination and our customer service team will not be able to provide any further information. However by contacting the carrier listed on your tracking information you may be able to find out more information.
Please view your tracking information via the link that was emailed to you upon ordering. While we are happy with our shipping provider we appreciate it is possible for a mistake to be made. If you have not received your order after 30 business days from the export date we will presume that the package has been lost and you will then be allowed to submit a request for a reshipment or refund via customer services.
In the rare event that you receive a defective item within your order please contact us with the following information.
Your order number
Which item is defective
A description of the defect
A photograph clearly showing the defect
Without this information we will be unable to process your request for a replacement, should we accept your request we will send a replacement at no cost to yourself.
