FAQs


FAQ

FREQUENTLY ASKED QUESTIONS

Order

How do I place an order?

Step1: Log in to your account. If you are a new user, you may register as a member-free.
Step2: Browse for the item you wish to purchase by clicking the category list on the left of the main page or searching by keyword in the search bar on the top left of the home page.
Step3: When you have found the item you wish to purchase, simply click “Add to Cart.” You can view the cart to make sure the items you selected are there.
Step 4: When you are ready to purchas

Can I cancel or change my order once the order is confirmed?

You may cancel or change your order before payment. Orders are normally processed immediately after checkout. If you wish to change or cancel your order, be sure to email our support as soon as you can. Once the order has been shipped, you may not change or cancel your order.

Why would all the items in my shopping cart no longer become available when I check out?

Our stock is based on “first-come, first-served.” If the item you wish to purchase goes “out of stock” before you checkout, that means someone else purchased the last of the stock before you.

Why would my order be cancelled when I prepare to pay for my order?

Your order will be canceled and the item will be returned to our inventory if we were unable to confirm your payment within 2 business days after you place an order. Normally you will be notified by email if your order was canceled.

How do I check my order status?

Once we have dispatched your order, tracking information will then be sent to your billing email address, or you may find the tracking information from your WDropro account.

Where can I find records of my previous orders?

Simply log into your Clatterans account, click on “My Account” and all of your previous orders will be displayed.

Where can I change my payment method?

Log in to your account, click on “View Orders” from the drop-down menu.
Go to “Order History,” then click “SHOW ALL.” The Order ID will be shown under the “Products Ordered” column.

How to Find an Order ID

Log into My Account
After logging in, click “View Orders” from the drop-down menu under “My Account” which is located at the upper left corner of the page;
Go to “Order History”, and click SHOW ALL. Once you have confirmed which order you are referring to, the PID number is shown under “Products Ordered” column.

Shipping

When will you ship out my order?

Items will generally be shipped within 1-2 days once payment has been received (unless specified). We will notify you via email after each item has been sent.
We ship anywhere in the continental U.S. (Including Alaska and Hawaii, which may have added shipping charges.)

Which couriers do you use?

The courier companies we are cooperating with include FEDEX, UPS, DHL eCommerce and USPS, from which we will choose one for our customers according to the product size.

Where can I track my order?

We will send you an email with your parcels consignment number once your item has been dispatched. Alternatively, you can check those order and tracking details by login to My Account on clatterans.com. For FEDEX , UPS , USPS track and trace, please visit:

https://www.ups.com/us/en/global.page

https://www.fedex.com/en-us/home.html

https://www.usps.com/

http://webtrack.dhlglobalmail.com/

What should I do if my item arrived with parts missing?

Please contact us with your Order ID number. We will resolve this mistake as soon as possible.

Are parcels covered by transit insurance?

All delivery shipments are fully insured. If you have questions about your orders, please contact us with your Order ID number. We will resolve your request as soon as possible.

Do you ship overseas?

No, we ship anywhere in the Continental US (Including Alaska and Hawaii, which may have added shipping charges.) We do not offer shipping to US territories at this time.

Can I or my own courier pick up my order from your warehouse?

We are unable to offer a pickup because we are trying to ensure that you receive your goods as soon as possible by limiting its delivery mechanisms. Offering a pick-up service would complicate our logistics process and delay delivery time for all customers.

Do you provide combine shipping service?

We are unable to provide combined shipping at this stage.

What happens if I am not at home when the courier delivers my orders?

As our couriers require signatures when customers receive parcels, the delivery driver will leave an information card at your address to notify you. Please follow up the instructions shown on that card.

What happens if I do not receive my order by the estimated delivery date?

The estimated delivery date is counted from the day we ship your items, we suggest you track your parcel first, or you can contact us and we will resolve this matter as soon as possible.

Can you ship my order to my PO BOX address?

Unfortunately, we are unable to ship to PO BOX addresses.

How do I change the shipping address?

To change address in your Clatterans account, please log into your account and click on “Address Manager”, then click on “Edit My Address” (which is beside the “default address”) and fill out the detailed address information as requested. Click the “Save” button to complete. However, if you want to change address for a specific order, it’s recommended to send us an email with correct shipping address and contact number. And please be informed that we are not able to change shipping address if the item has already been shipped.

How long will it take to get my order?

It depends on where you are. Orders processed here will take 3-5 business days to arrive.

What shipping carriers do you use?

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

Product

How do I get answers to specific product questions?

We are given all the technical specifications by our suppliers and we endeavor to list as much information as possible to help you make your purchase decision. Although our in-house teams are keen followers of water filters and water treatment, we may not always have the expertise to answer very detailed and technical questions we get asked by our customers. If we do have the information you required, we will respond as soon as possible. Otherwise, we would take a period of time to come up with a feasible answer to you.

What should I do if I found the item received is not exactly what was described when I placed the order?

We apologise for the incorrect product description provided when you made your purchase, please contact us with your Order ID number. We will resolve this mistake as soon as possible.

Why are your prices so low?

WDropro is able to offer substantially lower prices than other brands and retail outlets because: We source our products directly from the manufacturers; We purchase large shipments to gain a better price; We do not rely on or involve any intermediaries; We operate solely online, eliminating retail costs. This allows us to give the best possible price to our amazing customers.

Can I physically see an item before I purchase it?

Unfortunately, as we strives to provide its customers with the lowest prices possible, we are essentially an online store and do not have the capabilities to display products. All of our products are pre-packaged from our suppliers straight to our warehouse, ready to be shipped to you! We will continue to provide highly detailed descriptions, photos and information on all of the items we sell and if you can’t find what you’re looking for there, just contact our customer service team who will happily help you to find the information you’re looking for!

Can you reserve an item for me?

Due to stock turnover and nature of business, our products are sold on a first-come, first-served basis. You may place an order for the item you wish to purchase first and make your payment within 2 days.

How to Find a PID

If you haven’t ordered an item, the Product ID is located under the image gallery of each product.
If you have placed an order, Log in to your account, click on “View Orders” from the drop down menu. Go to “Order History/b,” then click “SHOW ALL.” The Order ID will be shown under the “Products Ordered” column.

Can I return my product?

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

Can I get my product personalized?

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Warranty & Returns

Customer Order Error

If a wrong model is ordered, product exchanges are accepted. However, the return shipping fee will be at buyer’s cost.

How do I make a warranty claim?

Please contact our support at (email). Please give us a detailed description of the issue as well as a photograph of the faulty product. We normally respond within 48 hours.
Do not return the product until we have finished the process.

I have received my item but the packaging was damaged during transit, can I change the item?

Package damage during transit does not fall under our conditions or warranties unless the package damage affects the enclosed product. Conditions and warranties apply only to the product

I have received my item but it is damaged, what should I do?

Please follow the procedures for making a warranty claim and returning a product.

Payment

What payment methods do you accept?

We accept payments made by Paypal and Paypal Express.

Can I pay with my credit card?

Yes, you can. We accept credit card payment through Paypal.
1. Go to Check Out and select Paypal as payment method
2. On the Paypal login page, click “Pay with Debit or Credit Card”
3. Pay with credit card

Can I pay by money order, or bank check?

We do not accept money order or check, as these payment methods will slow down our dispatch time and ultimately, the time to deliver your item will be prolonged.

How long do I have until I have to pay for my order?

You will need to make payment for your order within 2 days after you place an order.

What happens if I do not have a credit card?

You can pay your order by Paypal

Is your site safe for credit card usage?

DWropro uses advanced encryption and state-of-the-art SSL (Secure Sockets Layer) so you can be assured that your information will be protected from any unauthorized usage. You can also be assured that your personal information will remain confidential.

How long does it take to confirm my payment?

When you are using your credit card via PayPal to pay your order, we will be able to confirm your payment immediately and we will normally be able to dispatch your order within 1 business day.

Where can I change my payment method?

Simply log into your account, click on My Account-> Order History. All of your previous orders will be displayed. Then click the Order ID you want to change and click the “Change your payment method” button.
ps: you can only change payment method when your order status is “Pending”, otherwise you should place a new order, or contact our support team to facilitate the order.

What is a CSC Code?

The Card Security Code (CSC), sometimes called Card Verification Value or Code (CVV or CVC), is a security feature for credit or debit card transactions, giving increased protection against credit card fraud. There are actually two security codes: 1.The first code, called CVC1 or CVV1,is encoded on the magnetic strip of the card and used for transactions in person. 2. The second code, and the most cited, is CVV2 or CVC2. This CSC (also known as a CCID or Credit Card ID) is often asked for by merchants for them to secure “card not present” transactions occurring over the Internet, by mail, fax or over the phone. In many countries in Western Europe, due to increased attempts at card fraud, it is now mandatory to provide this code when the cardholder is not present in person. This latter CSC should not be confused with the standard card account number appearing in embossed or printed digits. (The standard card number undergoes a separate validation algorithm called the Luhn algorithm which serves to determine whether a given card’s number is appropriate.)

Other

Any question?

You can contact us through our contact page! We will be happy to assist you.