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FAQ's

 

Order status and shipping:

 

How do I check the status of my order?

 

You will receive an email when the item is on its way. It will have a link to the tracking site and your package number.

 

I didn’t receive my confirmation email:

 

Try checking your junk folder, if it’s not there, please email our customer service team on info@thoughtwavespro.com, and we’ll resend it.

 

 

How can I get in touch with the shipper?

 

If you have any queries regarding shipping, please contact us directly on info@thoughtwavespro.com

 

 

Shipping Methods and transit times:

 

 
How will my order be shipped, how long will it take and how much will it cost?
 
 

Courier options are presented at the checkout. All services are tracked. Below are estimates, prices vary due to weight and size, the exact cost is advised at checkout.

 

 

INTERNATIONAL SHIPPING METHODDELIVERY TIMECOSTSIGNATURED REQUIRED?
Registered Airmail 7 - 20 Days

$7 USD

No
Or Express Line to USA and Canada only 7 - 10 Days

$7 USD

No
UPS 2 - 4 Days From $17.00 USD by volumetric weight Yes
Fedex Priority 2 - 4 Days From $27.00 USD by volumetric weight Yes

 


Where do the items ship from?

 

All of our products are stored and packaged in our warehouse in China.

 

My item hasn’t arrived on time.

 

If there are delays, please contact us at info@thoughtwavespro.com, providing your order number and tracking details. We’ll happily investigate.

 

Unfortunately, we can’t guarantee that your items will arrive on time, delays, including custom clearance, can occur.

 

Do I pay anything extra on top of my shipping costs like duties and taxes?
 
 
GST, currently 15% is included in all New Zealand purchases.
 
 
For other destinations tax charges vary and are often added automatically when card payment is made. Please contact our support team if you have any questions.

 

 

Returns and Refunds:

 

General Policy

 

If you are not entirely satisfied with your purchase, we're here to help.

 

 

Returns - Please note shipping costs are non-refundable.

 

Please note we maybe unable to halt shipped items, due to automated shipping system. But please let us know as soon possible so we can try to stop it for you.

 

If you no longer want your purchase, please inform us at within 2 days of delivery at info@thoughtwavespro.com, and we’ll send you the return address label information.

 

Your item must be unused and in the original packaging.

 

Refund minus shipping costs will be actioned once the item is returned. Refund is to the original payee account.

 

 

I received a damaged defective item

 

If the item is damaged, please photograph the item plus packaging and email the information to info@thoughtwavespro.com, and we’ll send you the return address label information.

 

If we determine it was a shipping/manufacturing fault, return shipping will be refunded to you and a replacement item mailed to you.

 

Refunds

 

If, on receipt of your item, your refund is approved, we will initiate a refund into your original payment account.

 

Who pays for the return shipping?

 

You will pay for and arrange return shipping. However, for damage, once the item is inspected, we will refund if there’s a shipping/manufacturing cause.

 

Where do I send the returned item?

 

The full address will be provided via our customer services team info@thoughtwavespro.com

 

 

Cancel/ change order

 

 
How can I change/cancel my order?
 
Because we have an automated warehouse system, we cannot guarantee that you will be able to change or cancel your order. Please contact info@thoughtwavespro.com as soon as possible to inform us of any errors and we’ll do our best to help.

 

 

Payment and Credit card queries

 

 
When will the payment show up in my account?
 
It varies depending on how you paid, but the general rule of thumb is 24 hours.
 
 
How will it show it show up in my account?
 
It will show up as a charge from Sleep deep ltd
 
 
What payment methods are there?
 
You can pay via PayPal.

 

 

MP3 Download queries

 

 
How will I get my free MP3 download?
 
Fill in the subscription form with your email address. Once you click subscribe, it will automatically download to your email.
 
 
Are there Digital rights with this MP3?
 
Sound recordings are automatically protected by the Copyright Act 1994, which provides the owners of sound recordings certain rights in relation to their work. As a result of international treaties such as the Berne Convention, New Zealand sound recordings are protected by copyright in most other countries and recordings created in most other countries are protected by New Zealand law.
 
 
The Mp3 doesn’t work
 
Try downloading it again off the site, if it doesn’t work contact us info@thoughtwavespro.com so we can sort it out as soon as possible for you.
 
 
What format will it been in?
 
A standard MP3 file.