Internationnal Shipping and general info
LANGUAGE BARRIER
We use an integrated translator from shopify , but it you meet issues reading the website in english or if you need another language , we suggest to open the options of your web navigator and use its automatic translation ( generally it says " translate this page")
If you need more info , you can contact us by mail (contact@poopoopidoo.net) or through what's app ; we can write in french , english , and spanish. If you need info but we don't speak your langage , we will exchange using google translate :)
PRODUCT AVAILABILITY
As most of our instruments are made at home and with only 2 hands , stocks are always quite low . If you need a particular out of stock design, please contact us , you can also use the button " notify when available" and select the options you want . This way the website will send you a notification when the product is back in stock. Please note that you will be contacted only once , if the product is already sold out when you'd like to order , don't forget to activate the notification alarm again!
SHIPPING- GLOBAL INFO
Global shipping available!
Shipping options
We provide 4 shipping options:
- Colissimo 7-12 days with tracking, insured, world wide destination, without taxes included
USA CUSTOMERS : In your case taxes are included . This is by far the most economical option as colissimo has better tax rates than chronopost. - Chronopost 1-5 day, with tracking, on most worldwide countries except islands. Insured, taxes NOT included
- Letter (small items) , with tracking but no insurance for worldwide destinations
- Mondial relay , a pick up system ,with tracking ans insurance included, for some EU countries only
We are NOT responsible in case of delays caused by shipping services , but don't hesitate in reaching us if your parcel is late and you are stressing out or if you have issues tracking it down.
For non french speakers we suggest to use 17track to follow your parcel as it is multi language and covers most of shipping companies!
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Order preparation delays
- Kalimbas and jewelry are generally sent fast as we work on stock (1 to 5 open days)
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Kalimbas : Please note that in case of heat wave , shipping car be delayed for a couple of days until the weather settles down to avoid possible damage on the instruments - in particular resin art kalimbas-If the shipment is delayed , we will inform you by mail. Also , if your country is encountering a heat wave , it is strongly suggested to go with chronopost , since the shorter the delivering time , the less risks of damaging the goods.
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Harpikas can be sent up to 10 days , as they are made on order. If it's an urgent order please contact us before hand so we can check what can be done
- nappies and wahable products are also made to order but can take up to 30 days
In case of absence
We communicate about our absences in the banner at the top of the website. If we are not available, your parcel will be shipped when we come back, in addition to the days needed to prepare the products as stipulated above.
When it is on the way you will receive a confirmation & tracking e-mail, please check your spam box.
GROUP ORDERS
Those are possible, and can be a great way to obtain cheaper shipping services! Contact us so we can disponibilities and options
Note for USA customers: colissimo can ship orders up to 800usd , for higher values , chronopost will be needed.
CANCELLATIONS, RETURNS, EXCHANGES, REFUNDS and REPLACEMENTS
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Customers outside of UE
In any case of reclamations, customers must reach us in 7 calendar days after receiving the parcel.
-Cancelation with full refund is possible until shipment. Once shipped, it's too late!
If you need to cancel an order, please contact us as soon as possible stating your name and order number. Please note that bank taxes can apply, we are not responsible for those
-Replacements are sent at no cost to customers (except possible custom taxes), in case of damage during transportation of the original order.
In case of non fixable damage Contact us with precise photos of the damage , we will ship you another piece with no return needed.
In case of partial damage during transportation ( such as a broken key ) please reach us , we will send you a replacement part at no cost ( except possible custom taxes) and explain you how to adress it.
-Returns: due to high shipping costs and taxes, returns are only possible in case of error on our end. A customer changing its mind about a product is not a valid reason of annulation.
-Exchanges
-Customer wants an exchange: only in case of error from our side. If the customer received an instrument he did not order he/she can return his parcel and have it exchanged with the original product ordered. please contact us to know the return procedures.
-Customer wants to keep its product received by error:
If the received parcel is an upgrade ( for example , receiving a product more expensive than the one ordered ) we will let you keep it at no additionnal cost.
If the received parcel is a downgrade (receiving a product less expensive than the one ordered) we will pay you back the balance, or deduce it from your next order if you want to reorder the asked product.
IMPORTANT NOTE: We ship the musical instruments tuned and set up, but sometimes transportation and weather can affect it. Tuning loss and sound particularities ( such as buzzing among others) are generally fixable and thus are NOT a replacement/full refund valid cause. To adress those particularities, you can check our tutorials HERE . If you still struggle, or if you don't find the info, and even if you have questions years after receiving your order, don't hesitate in contacting us by e-mail or what's app we will gladly help!
SHIPPING/ADRESS ERRORS
-If the adress given by the customer is correct , but there was an error during transportation and the parcel comes back to us, we will ship your parcel again at no cost
-If the adress was not deliverable because it is unvalid or not precise enough and ONLY if the parcel is returned to us, we will have the products shipped again but at customer's charge . IIf the customer wants to cancel the order , it is possible , But only for the product's price, minus shipping, as we cannot be hold responsible in case of error on customer's side.
-If the parcel doesn't arrive , please contact us , we will reach shipping companies , try to locate it, and if needed, make a claim. If the parcel ends up declared as lost , we will ship you another instrument. This process can take time , so we will consider the parcel lost after 45 days of lateness
-If the parcel is marked as received , but you didn't receive it , we will open a claim with the shipping company . If after their search the parcel is marked as delivered to The customer's adress , there will be no refund or re-shipping possible. If the parcel was badly delivered , we will send a new parcel at no charges.
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EU customers
European customers have 14 calendar days after receiving the parcel to contact us for returns or damages.
-Cancelation with full refund is possible until shipment. Once shipped, it's too late!
If you need to cancel an order, please contact us as soon as possible stating your order ID and order number. Please note that bank taxes can apply, we are not responsible for those
Full refunds without return , only in case of damaged ( unplayable and not fixable) products after transportation or lost parcels. In this case please send us a picture of the parcel's state and the product's damages
Returns contact us and we will guide you through the return procedures. Returns are at the customer's charge , once the parcel arrives back to the workshop , we proceed with the order's full refund, minus possible bank taxes on which we have no control on. The product must arrive to the workshop in the original state/packing it was received in, with its protective parts and no trace of use.
Replacements happen when a product is damaged to the point it is not usable anymore. Replacements are sent at no cost to customers ( except possible custom taxes )
In any case please contact us and add joined pictures or videos so we can know the extend of the issue.
In case of partial damage ( like an instrument with a broken key ) please reach us , we will send you a replacement part at no cost (except possible custom taxes) and explain you how to adress it.
-Exchanges
-If the customer received a product he/she did not order. In the case of an error made on our end, it is also possible to ask for a compensation rather than returning the products if the kalimba still pleases you.
-If the customer changed its mind
In any case :Please note that the product must arrive in the original state it was received in, with its protective parts applied, and no trace of use. Return shipping will be in customer's charge.
NOTE: We ship the musical instruments perfectly tuned and set up, but sometimes transportation and weather can affect it. Tuning loss and sound particularities ( such as buzzing among others) are fixable, and thus not liable for replacement or full refund without return. To adress those sound issues, you can check our tutorials HERE . If you still struggle, or if you don't find the info, and even if you have questions years after receiving your order, don't hesitate contacting us by e-mail, we will gladly help :)