Contact us

Contact Shopfans

You can always contact Shopfans at help@shopfans.com if you have any questions or concerns.

After sending us an email you will receive   an automatic message confirming receipt of your message. Please check you junk mail if you haven’t received an automatic response from Shopfans. We recommend to use email accounts registered on Gmail, Hotmal etc. for online correspondence with Shopfans.

One of our customer service team members will contact you within 24 hours (please note the time difference between Australia and the US).

We are happy to hear from you if you have a feedback about Shopfans service as well as will be happy to help you to resolve any issues with your orders or parcels!

How to make a claim

All claims/complaints about  packages that miss items, damaged goods, bad quality of packing, etc. must include the following information when you contact Shopfans:

  • a photo of Shopfans box before opening (how you received it)
  • a photo of the packer’s initials – they are usually written on top of the box
  • the missing item  store order confirmation that includes the tracking number
  • the weight of all the items from the same order
  • other information/order details that you deem important

Please do not dispose of  Shopfans box until the problem is resolved!

I am interested in shipping a non-standard size item. Who can I talk to?

Shipping non-standard size items

Are you  interested is shipping  an item which exceeds shipping limits set by a delivery courier and/or the airline, but you are unsure whether it is possible? Is your item very large and bulky, or you want to ship items in batches to Australia?

Based on our experience, sometimes it’s still possible to get a non-standard size item shipped to your country despite shipping dimensions limitations. Please contact our support team, and we will be happy to help. Be ready to provide an Internet  link to the item you wish to purchase and other important details such as weight, dimensions, description, quantity, etc, and our warehouse specialists will answer all your questions about your shipping options and pricing.

Information for sellers: if a buyer initiated Chargeback

If your buyer initiated charge back, please contact our customer support at help@shopfans.com as soon as possible. Your inquiry will be transferred to our fraud department, and one of our specialists will help you to resolve the issue and assist in getting your sold product back.

Shopfans  partner with Folcroft Police Department in order to decrease the number of fraudulent charge back claims and assist sellers.

Information for bloggers: collaborate with Shopfans

If you are a blogger, for any business collaboration enquirers please contact us at help@shopfans.com.

Please include the the link to your website, describe the way of collaboration you’re interested in and provide your contact information — and we’ll get back to you as soon as possible.

 

I can’t access my Shopfans account

If you can’t access your Shopfans account, we suggest that you  do the following:
— Try to login in 8-10 minutes
— Clear cache and cookies
— Switch to Google Chrome (in case you use a different Internet browser) and re-try to login

If the steps mentioned above didn’t help, contact Shopfans and we will try to help you to restore access to your Shopfans account.

Note: Our Risk Control department places great importance in security, therefore, in cases when we question  legitimacy of an account, we may request additional information from the account holder including documents confirming identity along with order details and payment confirmation.

Information for online sellers: discuss collaboration with Shopfans

Online Sellers & Collaboration

If you are an online seller, i.e. you own or run an online store, and would like to discuss  collaboration with Shopfans, or would like to get an insight on international markets, Shopfans might be a good solution.

If you you’re already selling internationally, and not happy with the shipping service, or if you’re not on international market but would like to expand your customer base, Shopfans might be able to help you. For any inquiries about our service or questions about international market and regions we cover, please contact us at help@shopfans.com and include «Cooperation Opportunities» in the subject line of your email.

Shopfans Privacy and Confidentiality Policy

Privacy and Confidentiality

Shopfans respects  privacy and confidentiality right of its customers. We knows that it’s important to you how information about you is being used and shared. Privacy of our customers and confidentiality of their personal information are among our highest priorities.

Please refer to our Privacy Policy for more details.

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Hours of Operation

Shopfans Hours of Operation

Our business hours are:

Folcroft Warehouse is opened 5 days a week. Shipping and receiving teams have the following hours of operation: Monday — Friday 07:30-3:30 EST.

Delaware warehouse is opened 5 days a week, Monday — Friday 08:30-14:30 EST.

During busy season we after hours and on weekends.

Our facilities are closed on the following US public holidays:

May 30 — Memorial Day
September 7 — Labour Day
November 26 — Thanksgiving Day
December 25 — Christmas
January 1 — New Year

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