Frequently Asked Questions (FAQ)

1. Ordering & Account

• How do I create an account? Click on the “Sign Up” button at the top of our website or mobile app. Fill in your email address, create a password, and provide your basic details. You can also sign up using your Google or social media accounts.
• What if I forget my password? On the login page, click “Forgot Password?” and enter your registered email address. We will send you a link to reset your password. If you don’t receive the email, check your spam folder or contact support.
• How can I update my personal information? Log in to your account and go to “My Profile” or “Account Settings.” From there, you can edit your name, email, phone number, delivery addresses, and other preferences.
• Can I delete my account? Yes, you can close your account at any time. Please email us at legal@sturdybay.com with your request. Once your account is closed, all associated data will be permanently removed, and you will lose access to your order history and saved items.

2. Placing Orders

• How do I place an order? Browse our catalog, select the desired product, choose your preferred options (size, color, quantity), and click “Add to Cart.” When you are ready, proceed to checkout, enter your shipping and payment details, and confirm your order.
• Can I change or cancel my order after placing it? You may cancel your order within 30 minutes of placement, provided it has not yet been processed. To cancel, go to “My Orders” and select the cancellation option. Once the order is shipped, it cannot be canceled; you will need to initiate a return after delivery.
• How do I know if my order was successful? You will receive an order confirmation email shortly after placing your order. You can also check the status of your order in the “My Orders” section of your account.
• What should I do if an item is out of stock? We display real-time stock availability. If an item is out of stock, you may see a “Notify Me” option to receive an email when it becomes available again.

3. Payments & Billing

• What payment methods are accepted? We accept all major credit/debit cards (Visa, Mastercard, American Express), digital wallets (PayPal, Apple Pay, Google Pay), and bank transfers (in selected regions). We also offer cash on delivery (COD) in certain areas.
• Is my payment information secure? Absolutely. We use industry-standard encryption and secure socket layer (SSL) technology to protect your payment data. We do not store your full credit card details on our servers.
• When will my card be charged? Your card is charged at the time of order confirmation. If we are unable to fulfill your order, we will issue a full refund within 5 business days.
• Do you offer installment plans or buy now, pay later? Yes, we partner with third-party financing providers (e.g., Klarna, Afterpay) in select markets. You can choose these options at checkout if available in your region.

4. Shipping & Delivery

• How much does shipping cost? Shipping costs depend on the delivery location, order value, and shipping method. Standard shipping is free on orders over a certain threshold (varies by region). Exact charges will be displayed at checkout.
• How long does delivery take? Delivery times vary based on your location and the shipping option selected. Typically, orders are delivered within 3–7 business days for standard shipping, and 1–3 business days for expedited shipping.
• Can I track my order? Yes, once your order is shipped, you will receive a tracking number via email. You can also track your order in the “My Orders” section of your account.
• What if my package is delayed or lost? If your order is delayed beyond the estimated delivery date, please contact our support team. We will investigate with the carrier and provide you with updates. In case of a lost package, we will arrange a replacement or full refund.

5. Returns & Refunds

• What is your return policy? You can return most items within 30 days of delivery for a full refund, provided they are unused and in their original packaging. Certain categories (e.g., perishables, personal care) are non-returnable. Please see our full Return Policy for details.
• How do I initiate a return? Log in to your account, go to “My Orders,” select the order and item, and choose the “Return” option. Follow the on-screen instructions to generate a return label. You can also contact support for assistance.
• How long does it take to receive a refund? Once we receive and inspect your returned item, we will process the refund within 5–10 business days. The refund will be credited to your original payment method.
• Do you offer exchanges? Yes, exchanges are available for defective or incorrect items. For size or colour changes, please return the item and place a new order, as we cannot guarantee availability.

6. Product Information

• Are the product descriptions accurate? We strive to provide accurate descriptions, images, and specifications for every product. However, minor variations in colour, size, or design may occur due to manufacturing or display differences. If you have concerns, please contact us before purchasing.
• Do your products come with a warranty? Most electronics and appliances come with a manufacturer’s warranty. Warranty information is included in the product description. For third-party sellers, warranty terms may vary – please check the product listing or contact the seller directly.
• Can I find product reviews? Yes, each product page features customer reviews and ratings. We encourage verified buyers to share their experiences to help you make informed decisions.
• What if I receive a damaged or defective item? We apologise for any inconvenience. Please contact support within 7 days of delivery, provide your order number and photos of the damage, and we will arrange a return, replacement, or refund at no extra cost.

7. Account Security & Privacy

• How do you protect my personal data? We implement strict security measures to safeguard your data. For full details, please read our Privacy Policy. We never sell your personal information to third parties.
• Will I receive marketing emails? You may opt in to receive promotional emails during registration. You can unsubscribe at any time by clicking the “unsubscribe” link in any marketing email or adjusting your preferences in your account settings.
• What should I do if I suspect unauthorised activity on my account? Immediately change your password and contact our support team. We will assist in securing your account and investigating any suspicious transactions.

8. Technical & Website Issues

• Why is the website not loading properly? Please try refreshing the page, clearing your browser cache, or using a different browser. If the issue persists, our technical team may be performing maintenance – check our social media channels for updates.
• How do I use the mobile app? Download the SturdyBay app from the Apple App Store or Google Play Store. Log in with your existing account or create a new one. The app offers all the features of our website, optimised for mobile devices.
• I encountered a bug or error. How do I report it? Please send a detailed description of the issue, along with screenshots if possible, to support@sturdybay.com. We appreciate your help in improving our platform.

9. Seller & Marketplace Questions

• How can I sell on SturdyBay? We welcome third-party sellers. Visit our Seller Registration page to apply. You will need to provide business details, product information, and agree to our seller terms.
• Who handles returns for third-party sellers? Each seller manages their own returns policy, but they must meet SturdyBay’s minimum standards. If you face issues with a seller’s return process, contact our support team for mediation.
• How do I contact a seller? On the product page, you can find the seller’s information. You may send a direct message through our platform, or we can facilitate communication via our support team.

10. General & Miscellaneous

• Do you have physical stores? SturdyBay Digital Commerce operates exclusively online. We do not have physical retail locations, but we offer a comprehensive online shopping experience with fast delivery.
• How can I leave feedback or file a complaint? You can submit feedback or complaints via our contact form, email, or live chat. We aim to respond to all complaints within 24 hours and resolve them as quickly as possible.
• Where can I find your terms and policies? All our policies (Privacy, Return, Refund, Terms & Conditions) are available in the footer of our website. You can also access them directly through the links provided below.