Frequently Asked Questions

PAYMENT 

What are your modes of payment? 

We offer a variety of payment options for our customers. We accept all major debit and credit cards, including Apple Pay, Google Pay, Meta Pay, and PayPal. Rest assured that any data you input on our site is safe and secure. 

 

My card keeps getting declined 

If your card keeps getting declined, here are our recommended steps: 

  • Check if all the information you provided before the checkout is correct such as name, card number, etc. 
  • Confirm if you still have an available balance in your bank account to process the total amount of the transaction. 
  • Please get in touch with your card issuer for further details if you have enough for the transaction. We cannot contact your card issuer on your behalf, and we strongly suggest you contact them directly. 
  • If you believe there is an error in our checkout process, please contact us immediately and state what items you are trying to order. Please email us at support@americanwaffle.co. 

Is my payment information safe with you? 

We take data privacy seriously and assure you that all information we receive will not be sold or handed to third parties outside American Waffle.  

 

 

SHIPPING AND DELIVERY 

How do I track my order? 

As soon as you complete the payment, we will provide you with a link where you can track the status of your order. You will also receive updates on the email you provided after checking out. We encourage you to add your email to your checkout information and sign up for email tracking information to receive updates on your order. 

I may not be at home when the package arrives 

Our third-party courier will aim to inform you before delivering the package. Should there be an issue with the schedule, we suggest you communicate it with them as soon as possible. 

My order has not arrived yet 

If the product still has not arrived beyond the estimated delivery date, you may check the following: 

  • Browse through the email that you used when checking out the product. Once you see the confirmation email that we have received your order, you may open it and check the tracking number that our third-party courier provided. 
  • If you provided a mobile number, kindly check your inbox, and see if the courier attempted to reach out to you. 
  • If the above steps do not provide you with enough information, please contact us at support@americanwaffle.co, and we will assist you. 

    Missing item in my order 

    If you have multiple orders with different order numbers, we suggest you check the tracking number on your order confirmation email. Some items may arrive at a different time since we process all orders based on their order number. 

    If you have multiple products in the same order number, we highly recommend that you contact us at support@americanwaffle.co immediately so we can assist you as soon as possible. Please note that this is also subject to the warehouse and courier inspection. 

    How will my multiple orders arrive? 

    We want our products to arrive at your doorstep safely and completely. To implement this, some of your orders come individually packaged to protect their shape and quality. For example, hats, caps, and other forms of headwear will be shipped separately compared to apparel. 

    I received a damaged product 

    We aim to resolve this issue as much as possible. Please refer to our Returns and Refunds Policy for further details.  

     

     

    RETURNS AND REFUNDS 

    What are your returns and refunds Policy? 

    • Eligible products are those that are purchased directly from the website. Grey market or secondhand products are not included/eligible. 
    • Buyers will shoulder the additional shipping expense for the exchanged item. 
    • The original product must be in pristine condition.  
    • No signs of wear 
    • It has original packaging and hang tags 
    • Readable receipt with order number and date of purchase 

         

        How About Damaged Products? 

        While we try our best to avoid delivering products with defects or damage, we understand that it is hard to protect our products from unknown causes. 

        Our aim as a brand is to resolve any issue with product quality as soon as possible. Once you see any quality issues such as tears, wrong stitching, damaged packaging, missing products, or other defects, please contact us immediately and provide the following information: 

        1. Order Number 
        2. Images of the damaged item (multiple angles are highly recommended) 
        3. Describe the issue briefly 

        Once we receive the message, we will carefully review it and update you as soon as possible. If the item in question is proven to be damaged or defective, we will offer a full replacement, including the shipping fee, to the buyer. 

         

        *NOTE: The damaged product should be reported within three (3) days of delivery. Any issue reported after the said window will not be eligible for exchange.