FAQ
Frequently asked questions about our products, delivery and services
📦 Shipping time and delivery
❓ How long does production and delivery take?
Our products are made to order through Printful. Production takes 2-7 business days, then products are shipped to you. Total delivery time is 7-14 days from order.
❓ Why don't products arrive immediately?
We use Printful, which manufactures products on demand. This allows us to offer a wide selection of designs without storing inventory.
❓ When will I get a tracking number?
You'll receive a tracking number by email as soon as production begins (usually within 24 hours of ordering).
🚚 Shipping
❓ What shipping services do you use?
We use several shipping services by region: Packeta for Czech Republic and Slovakia (1-2 days, 2.99€), DHL Express for worldwide shipping (2-4 days, 8.99€) and UPS Standard as an economical alternative (3-5 days, 6.99€).
❓ What is the total delivery time?
Total delivery time consists of production through Printful (5-7 days) and shipping. For Czech Republic and Slovakia it's 6-9 days, for worldwide 7-12 days.
❓ How does package tracking work?
You'll receive a tracking number by email within 24 hours of ordering. You can track the production status and shipping until delivery.
❓ What are the shipping costs?
Shipping costs 2.99€ for Czech Republic and Slovakia (Packeta), 8.99€ for worldwide shipping (DHL Express) or 6.99€ for economical worldwide shipping (UPS Standard).
💳 Payments
❓ Aké platobné metódy prijímate?
Prijímame všetky hlavné kreditné a debetné karty: Visa, Mastercard, American Express, Discover a ďalšie. Platby spracovávame cez bezpečnú platobnú bránu Stripe.
❓ Sú moje platobné údaje bezpečné?
Áno, vaše platobné údaje sú plne chránené. Používame Stripe, ktorý je certifikovaný podľa najvyšších bezpečnostných štandardov (PCI DSS Level 1). Vaše údaje sú šifrované a nikdy nie sú uložené na našich serveroch.
❓ Čo je Stripe?
Používame Stripe ako našu platobnú bránu. Akceptujeme všetky hlavné kreditné a debetné karty: Visa, Mastercard, American Express a ďalšie.
❓ Čo robiť, keď sa platba nezdaří?
Ak sa platba nezdaří, skontrolujte správnosť údajov karty a dostatok finančných prostriedkov. Môžete skúsiť inú kartu alebo nás kontaktovať pre pomoc.
❓ Ako fungujú refundy?
Refundy spracovávame do 3-5 pracovných dní. Peniaze sa vrátia na pôvodnú platobnú kartu. V prípade problémov s refundom nás kontaktujte.
🔄 Returns and complaints
❓ How do returns and complaints work?
We provide a 30-day warranty on manufacturing. If the problem is on Printful's side (printing errors, wrong size, damage), we provide free replacement or refund. Customer pays shipping only if the problem is on their side.
❓ How does the complaint process work?
1. Contact us with photos and description of the problem. 2. We evaluate the situation and contact Printful. 3. After approval, we send you a replacement product or refund. 4. The entire process takes 3-7 business days.
❓ What photos do you need?
We need clear photos of the problem from different angles, order number and delivery date. Photos should show the entire product and detail of the problem.
❓ Who pays shipping for complaints?
If the problem is on Printful's side (printing errors, damage), we pay shipping. If the problem is on customer's side (wrong size, change of mind), customer pays shipping.
❓ How long does complaint processing take?
Complaint evaluation takes 1-2 business days. After approval, we send replacement product within 5-7 business days or refund within 3-5 business days.
🔒 Data Protection (GDPR)
❓ What is GDPR and how does it affect your data?
GDPR (General Data Protection Regulation) is a European regulation that protects your personal data. In accordance with GDPR, we inform you about how we process your data and what rights you have.
❓ What data do we process about you?
We process your name, email, delivery address and order information. We need this data to process orders, communicate and send newsletters (only with your consent).
❓ What do we use your data for?
We use your data for: processing orders, communicating order status, sending newsletters (with your consent), improving our services and complying with legal obligations.
❓ What rights do you have?
You have the right to: access your data, correct incorrect data, delete data, restrict processing, data portability and withdraw consent. You can exercise these rights by contacting us.
❓ How long do we keep your data?
We keep order data for 5 years (accounting purposes). Newsletter data is kept until consent is withdrawn or 3 years from last activity. After this period, we securely delete the data.
❓ How can you contact us regarding GDPR?
For questions regarding data protection, contact us at privacy@happywilderness.sk. We will respond within 30 days. You can also use the contact form on our website.
📞 Still have questions?
If you haven't found the answer to your question, don't hesitate to contact us.