Shipping and delivery terms
1. Who pays the shipping fee?
- Sellers
can run periodic charging campaigns.
- Free
shipping service can be provided during marketing campaign periods.
- Outside
of marketing campaign periods, the shipping cost is the responsibility of
the buyer.
2. How can I track the shipment?
- In
order to track the shipment of the product you ordered, you must first
have an Exporgin.com membership.
- If
your order is shipped, a "Cargo Tracking Number" will be sent to
you via e-mail and SMS.
- For
cargo tracking of your order; You can view the order number of your
relevant order from My Account > My Orders page. When you enter the
Order number of your relevant order, the Order Information page will open.
- You
can access all product information about your order on the Order
Information page.
- You
can track your cargo process when you click on the Cargo Tracking Number
opposite the Delivery Method from the Summary section at the bottom of the
Order Information page.
- You
can learn the cargo tracking number of your order from the cargo company's
own website or from My Account > My Orders > Order Information >
Summary > Cargo Tracking Number.
3. I don't know my shipping tracking number. How can I
make sure?
- When
your order is shipped, your cargo tracking number is created.
- If
you are a member of exporgin.com, your cargo tracking number after
providing member login to the Site; You can find out from My Account >
My Orders > Order Information > Cargo Tracking Number.
- In
addition, the cargo tracking numbers created are sent to you via SMS and
e-mail notifications.
4. I wrote my address incorrectly, how can I fix it?
- for
changes to address information, you can update your delivery address from
My Account > My Profile.
- If
you placed an order with an incorrect delivery address, the order must not
have been shipped for changes to the delivery address. Otherwise, if your
order has been shipped, the delivery information cannot be changed.
- If
your order has not been confirmed or is in preparation, you can update
your address information.
- If
your order has been shipped, you can contact the customer service
department / seller and ask for assistance.
5. Can you send orders that I have purchased separately
with one shipment?
- No,
sellers cannot provide services in this regard.
- Unfortunately,
orders cannot be combined, as shipments and financial operations can be
tracked on an order basis.
6. I want to change my billing address. What should I do?
- If
you wish to change your billing address after placing an order;
- You
can change your billing address if your order has not yet been confirmed
or if it is in the process of being prepared.
- If
your order is delivered to the shipping company, no change can be made to
the billing address.
- If
your order is delivered to the shipping company by the seller, such a
change cannot be made through the system. In this case, you can request
support by contacting the customer service / seller.
- to
change your billing address;
- You
can update your billing address by following the steps My Account > My
Profile.
7. Can someone else pick up my order from the shipping
branch?
- No
other user or person can receive requests that you have made with your
user information.
Do you have an international delivery service?
- Yes,
we do have international delivery.
9. I was not at home when the shipment arrived, how can I
get my product?
- The
shipping company visits your delivery address twice. If they cannot reach
anyone during these visits, a compass with contact information is left at
the door.
- If
you are not found at your delivery address during these processes, your
order will be delivered to the shipping company.
- The
order delivered to the shipping company is kept in the branch within 3
days.
- If
you cannot receive your order within the period of its holding at the
shipping company, your order will be returned to the seller by the
shipping company.
- The
fare of the returned product will be returned to the seller by the
shipping company to your bank account by the bank within a maximum of 10
days.
- The
time required to deposit this amount from your contracted bank account to
your debit/credit card varies depending on your bank's transactions.
10. Do I have to pay any additional charges after
delivery?
- You
have paid all of your payment for your order while completing your online
shopping.
- No
additional fees are collected during shipment delivery.
11. Do you have shipping to all provinces of Turkey?
- We
provide delivery services to every region of Turkey.
12. The product that came with the shipment is incomplete.
What should I do?
- While
your order is being delivered, check your product with the shipping
official.
- If
there is damage or loss of part of your order; You need to prepare a due
diligence report for the freight officer.
- Along
with the minutes you have prepared; You can request support to investigate
the issue through our Customer Service.
13. Do you have same day delivery service?
- We're
sorry but we are currently unable to deliver on the same day.
14. The wrong product was delivered to me. What should I
do?
- While
your order is being delivered, check your product with the shipping
official.
- If
there is damage or loss of part of your order;
- You
need to prepare a due diligence report with the shipping clerk.
- Along
with the minutes you have prepared; You can request support to investigate
the issue through our Customer Service.
- If
you have received the shipment, you can submit a refund request.
- to
request a refund;
- You
can initiate your order by selecting the relevant product from My Account
> My Orders page and selecting the reason for the return from the
return request creation step.
- You
must create a return request through the system within 14 days, including
the day you receive your order from the shipping company.
15. My package appears to have been delivered, but I have
not received it. What path should I follow?
- It
appears that your order has been delivered to your address, but if you
have not received it, you can contact our Customer Service Department.
16. When will my order be shipped?
- Delivery
times vary based on the seller. The estimated delivery time for each
product is indicated on the product detail page.
- Once
your application is approved, preparation begins. When the preparation
phase of your order is completed, it is handed over to the shipping
company by the seller.
- When
your product has been shipped, you will be notified by email or SMS.
- In
case your product is out for distribution, you will be notified by the
shipping company via SMS.
- To
know the status of your application; You can go to My Account > My
Orders page by selecting the relevant product from Order Information >
Merchandise Tracking Number.
- The
exact delivery date is an estimate and may vary depending on the delivery
address and delivery time of the courier company.
17. Where can I track my order?
- To
know the status of your application; You can track your order details from
Order Information > Goods Tracking Number by selecting the relevant
product from My Account > My Orders page.
- Once
your request is confirmed, it will be processed.
- The
order goes into the preparation process and your order is invoiced at this
point.
- After
the preparation phase, the seller will ship your order.
- After
your order has been shipped, you will be notified via email or SMS.
18. What should I pay attention to when receiving my
order?
- When
you receive your order, you must check the product box and inside next to
the shipping official.
- In
case of sending missing part or damaged product;
- Share
the situation with the shipping official and according to the product
damage; You must prepare a due diligence report or a damage assessment
report.
- If
you have ordered a product covered by a warranty period, you should check
whether the warranty certificate is included in the packaging.
- If
the wrong product is sent to you, you can request a refund to the shipping
authority or you can apply through the system.
- You
should not ignore such operations, and you should check your product with
the shipping official.
19. What should I pay attention to during delivery if the
approved service will do the installation?
- during
installation by authorized service; do not open packages of products such
as white goods, large household appliances, and electronic goods.
- Check
before opening the package. If there is any damage outside the package;
- You
must prepare a damage assessment report to the shipping official.
- If
there is no problem out of the package, contact the authorized service and
make an appointment for installation.
- If
you experience any damage after installing the product with the authorized
service;
- You
can prepare a service status report by sharing the situation with the
authorized service, or you can contact our customer service department.
20. My product was delivered to a different
address/person. What should I do?
- Orders
are delivered to the address entered during ordering. If it appears that
your order has been delivered to a different address or person, you can
contact our Customer Service Department.
21. The shipping company does not deliver my order home.
What should I do?
- Your
order will be delivered by the shipping company to the address you
specified when placing your order.
- Shipping
companies are obligated to deliver the order to the door.
- Orders
in heavy product category such as large household goods (white goods,
electronic goods, furniture) are delivered to the selected floor depending
on the availability of suitable entrance to the apartment (elevator, stair
width).
- If
the shipping company does not deliver your order to the specified floor,
which is included in the heavy product category, you can contact the
authorized shipping company or our customer service department.
22. There is no part or accessory for the product you
ordered in the package. What should I do?
- When
your order is received by the shipping agent, be sure to check your
package and the inside of the package.
- In
the event that a product is found to have a device/accessory missing in
the packaging, you must have a due diligence report prepared by the
shipping authority.
- If
something else is noticed after the shipment has been delivered, you can
request support by contacting the customer/seller service department.
23. The shipping company delivered my order to my address
in a damaged way. How do I proceed with the delivery of a damaged order?
- When
you receive your order from the shipping authority, be sure to check the
package and the product in the package.
- If
there is any damage outside the package during the inspection; You can
submit a damage determination report to the shipping authority, If there
is no box damage but product damage in the package, you need to prepare a
due diligence report.
- If
something else is noticed after the shipment has been delivered, you can
request support by contacting the customer/seller service department.
24. Additional products were found in the parcel of
delivered goods. What should I do?
- In
some periods of marketing campaigns, our sellers may send promotional
products in addition to the products you have purchased. These products
must be specified on the invoice or waybill. If the additional product is
not specified on the invoice or waybill, it may have been sent to you in
error. In such a case, you should contact the customer service department
/ seller and start the process of returning the product.
25. The product(s) in my order were delivered to me as
used. What should I do?
- While
your order is being delivered, confirm the package and the product in the
package with the shipping agent.
- If
you find that your product's packaging/protective tapes are torn or
damaged while checking your order, you must have a due diligence report
prepared by the shipping authority.
- Together
with our report. By selecting the relevant product from My Account > My
Orders page, click the Return/Cancel button and you can complete your
return request by selecting the reason for the return.
- You
must complete your return request within 14 days, including the delivery.
26. How do I get the gift wrap package with the order?
- Gift
wrap option is not available for all products.
- After
adding the product you want to buy to the cart, you can see if the product
you will order has a gift package option.
- If
your product has a gift package option, you must select the I want a gift
package option under the full shopping button on your cart page.
- If
your product does not have a gift package option, you cannot view the gift
package option when you want to complete the purchase.
- Gift
packaging fees for the products you wish to gift wrap vary by seller and
product.
27. While completing my order, I wanted to gift wrap my
product, but it didn't. Why?
- If
you want to wrap your order as a gift, you must mark the I want to wrap as
a gift button when completing your order.
- If
your product was not delivered in a gift package even though you requested
a gift package, you can contact our customer service/seller department.
28. Although the shipping is free, the shipping cost is
charged by me. How can I fix this situation?
- Multiple
conditions must be met for the free shipping campaign. The products you
purchase may include a product that is not included in the free shipping
campaign.
- Your
basket amount may not have reached the minimum required by the campaign
terms.
- If
you believe there is an issue not listed here, you can request support
from our Customer Service Department.