Frequently Asked Questions

Last Updated: September 24, 2026

Welcome to the Bombacaceae FAQ page. Below you will find answers to common questions about orders, payments, shipping, cancellations, products, returns, and refunds.

If you need further assistance, contact support@bombacaceae.com and include your order number and the email address used at checkout.

Orders and Payment

Which payment methods do you accept?

We currently accept the following payment methods:

• PayPal;

• Visa;

• Mastercard;

• American Express;

• Apple Pay;

• Google Pay; and

• Other major credit or debit cards displayed at checkout.

The payment methods available to you may vary depending on your device, browser, location, and the options displayed during checkout.

All payments are securely processed by third-party payment providers. Bombacaceae does not directly collect or store complete payment card numbers or card security codes.

How do I use a discount code?

Enter your discount code in the designated field during checkout and apply it before completing payment.

Unless expressly stated otherwise:

• Discount codes cannot be applied after an order has been placed;

• Promotions cannot be combined;

• Discount codes cannot be exchanged for cash; and

• Eligibility requirements, exclusions, expiration dates, or usage limits may apply.

Why was my order canceled?

An order may be canceled because of:

• Product unavailability;

• Payment verification problems;

• Incorrect pricing or product information;

• Suspected fraud or unauthorized activity;

• Shipping restrictions; or

• A violation of our Terms of Service.

If we cancel an order after receiving payment, the affected amount will be refunded to the original payment method.

Where is my order confirmation?

Order confirmations are normally sent to the email address used at checkout.

If you cannot find the confirmation:

1. Check your spam or junk folder;

2. Confirm that the correct email address was entered; and

3. Contact support@bombacaceae.com if you still need assistance.

Please include your full name and the email address used for the order.

Shipping and Delivery

Where do you ship?

We ship to destinations that are available for selection during checkout.

Shipping availability may depend on the product, delivery address, carrier coverage, customs restrictions, and current fulfillment arrangements.

If your destination cannot be selected at checkout, we are currently unable to ship the order to that location.

How much does shipping cost?

Standard shipping is generally USD $5.99 for destinations where this service is available.

The final shipping charge displayed at checkout before payment is the amount that applies to your order. Different rates may apply depending on destination, product, carrier, or promotion.

How long does order processing take?

Orders normally require 1–3 business days for verification, packing, and dispatch.

Weekends and public holidays are not business days. Processing time is separate from delivery time.

How long does delivery take?

After dispatch, standard delivery normally takes approximately 10–20 business days.

Delivery times are estimates and may vary because of:

• Destination;

• Customs inspection or clearance;

• Carrier delays;

• Weather;

• Local holidays;

• Transportation disruptions; or

• Incorrect or incomplete delivery information.

We cannot guarantee a specific delivery date.

How can I track my order?

After your order is dispatched, we will send a shipping confirmation email containing the available tracking information.

Tracking events may require 24–72 hours to appear after the shipping confirmation is issued.

If tracking has not updated for more than 7 consecutive days, contact support@bombacaceae.com and include your order number and order email address.

Why did my order arrive in separate packages?

Products in one order may be shipped separately because of product availability or fulfillment location.

When separate tracking numbers are available, they will be provided for the relevant packages. Receiving only part of an order does not necessarily mean the remaining items are missing.

Will I need to pay customs duties or import taxes?

Customers are responsible for customs duties, import taxes, VAT, clearance charges, or other fees imposed by the destination country unless checkout expressly states otherwise.

These charges are separate from the product price and shipping fee.

Order Changes and Cancellations

Can I change my shipping address?

Contact support@bombacaceae.com as soon as possible and preferably within 12 hours after placing the order.

Include:

• Your order number;

• The email address used for the order; and

• The complete corrected shipping address.

We cannot guarantee an address change once fulfillment has started or the package has been dispatched.

Can I change the products or quantities in my order?

Contact us as soon as possible and preferably within 12 hours after placing the order.

We cannot guarantee that products, options, or quantities can be changed after fulfillment begins. If the requested change cannot be completed, the original order will continue to be processed.

Can I cancel my order?

Cancellation requests should be submitted within 12 hours after placing the order.

We cannot guarantee cancellation once fulfillment has started or the package has been dispatched.

If we approve a cancellation after receiving payment, the refund will be issued to the original payment method.

Product Information

Where can I find product specifications?

Each product page should display the available information about:

• Materials;

• Dimensions;

• Capacity or weight;

• Product features;

• Package contents;

• Recommended uses; and

• Care instructions.

Please review the complete product information before placing an order.

Will the product look exactly like the photographs?

We make reasonable efforts to display products accurately. However, slight differences may occur because of:

• Lighting;

• Photography;

• Screen and display settings;

• Manual measurement; or

• Normal manufacturing variations.

Minor color or measurement differences within the tolerances described on the product page are not considered defects.

Returns, Replacements, and Refunds

Can I return a product because I changed my mind?

Unless expressly stated otherwise on the product page, purchases are final sale.

We do not accept standard returns or exchanges for:

• Change of mind;

• Incorrect product or color selection by the customer;

• Personal preference;

• Minor color differences caused by lighting or display settings; or

• Normal measurement or manufacturing tolerances disclosed on the product page.

These limitations do not affect rights that cannot be excluded under applicable consumer law.

What should I do if my product is damaged or defective?

Eligible problems must be reported within 7 calendar days after the carrier records the package as delivered.

Email support@bombacaceae.com with the subject line:

Order Issue – [Order Number]

Include:

• Your order number;

• The name and email address used for the order;

• A clear description of the problem;

• Photographs or video showing the product and issue;

• A photograph of the shipping label; and

• Photographs of the external and internal packaging where relevant.

Do not discard the product or packaging until we complete our review.

What should I do if I received the wrong product?

Contact support@bombacaceae.com within 7 calendar days after delivery.

Include your order number, order email address, photographs of the product received, and a photograph of the shipping label.

What should I do if an item is missing?

Check whether your order was divided into separate shipments. Different packages may have different tracking numbers and delivery dates.

If no additional shipment is shown, contact support@bombacaceae.com within 7 calendar days after delivery and include:

• Your order number;

• The email address used for the order;

• Details of the missing item;

• Photographs of the products received; and

• Photographs of the package and shipping label.

What resolutions are available for an approved claim?

Depending on the circumstances, an approved resolution may include:

• A replacement;

• A refund for the affected item;

• A partial refund; or

• Another solution agreed with the customer.

The appropriate resolution depends on the nature of the problem, product availability, and applicable law.

Should I send the product back immediately?

No. Do not return a product without written return authorization.

If a physical return is required, our approval email will provide the return instructions. Products sent without authorization, to an incorrect address, or using an unapproved shipping method may be refused.

How long does a refund take?

We generally initiate approved refunds within 7–12 business days.

The bank, card issuer, or payment provider may require additional time to post the funds to your account. Approved refunds are issued to the original payment method.

Delivered, Delayed, or Lost Packages

What should I do if tracking shows “Delivered” but I cannot find my package?

First check:

• Other members of your household;

• Neighbors;

• Building reception or mail areas;

• Safe locations around the delivery address;

• Any carrier notice; and

• Any available delivery photograph.

Then contact the carrier and support@bombacaceae.com as soon as possible. We will review the available delivery information and provide reasonable assistance.

What happens if the carrier confirms that my package was lost?

If the carrier confirms that a package was lost in transit, we will review the order and provide an appropriate resolution, which may include a replacement or refund.

Customer Support

Email: support@bombacaceae.com
Telephone: +1 518-605-4058

We aim to review and respond to customer inquiries within one business day. Response times may be longer during weekends, public holidays, or periods of unusually high demand.

For faster assistance, include your order number and the email address used at checkout.

Operating Brand: Bombacaceae
Legal Entity: Shenzhen Guobo Trading Co., Ltd.
Registered Address: Room 401, No. 254 Longsheng Road, Longsheng Community, Dalang Subdistrict, Longhua District, Shenzhen