Contact us – BOBTOGO

What if I have a question before placing an order?

If you need information before you buy, you will be directed to an online form to submit an inquiry and we will respond within 24 hours.

What does my order status mean?

In “My Orders”, you can easily find each order you’ve placed and its current status. On your order details page, various types of help options will be available based on your order status.

Please refer to the table below to learn more about the available options at each stage of your order.

My Order Status Is:		That Means:	Right Now I Can:
Draft		Your order is currently incomplete, awaiting payment. Once we’ve received your payment, we will confirm it within 24 hours and begin processing your order.	–Complete payment –Edit order –Delete this order
Pending		Your order is currently incomplete, and awaiting payment. Once we’ve received your payment, we will confirm it within 24 hours and begin processing your order.	–Complete payment –Edit order –Delete this order
Processing	Payment Received	We’ve received your payment and are beginning verification to ensure payment security.	–Check order progress –Resolve a payment issue –Cancel this order* –Request a change of shipping address
	Payment Confirmed	Your payment has just been confirmed and we will begin processing your order immediately.
	Packaging	Processing time is the time it takes to get your order ready to leave our warehouses. This includes preparing your items, performing quality checks, and packing for shipment. Processing time is displayed on the product detail page. Made-To-Order Apparel: Processing time is simply the Tailoring time displayed on the product detail page.Items marked “Ships in 24hrs”: Processing time is guaranteed to be shorter than 24 hours.	–Check order progress –Request a change of shipping address –Resolve a payment issue –Inquire about customs duties –Cancel this order*
All Shipped		Everything in your order has been packaged and sent to the provided shipping address.	–Resolve a payment issue –Request a return or refund –Report missing or wrong products –Inquire about customs duties
Cancelled		This order has been cancelled.	–Resolve a payment issue (for refunds)

I've returned my item; how soon will I receive my refund?

In most cases, we will refund your money within 48 hours after your package has been processed. The time it takes to receive your refund will differ based on the payment method you used.

Credit/Debit Card

It will take 7-45 days for your credit card company to process the refund and credit your account.

PayPal

If you are a registered PayPal member, your refund has been completed instantly. You may check your PayPal account for more information regarding the refund.
If you are an unregistered PayPal user, it will take 7-45 days for PayPal to process your refund and return the money to your credit card account.

After Payment,How Can I Check The Status Of My Order?

During the process of purchase, you should receive several emails from us. There will be an email confirming your order information,and we will also email you the tracking number after we ship out your order.

How can I cancel my order?

Most of our products can be cancelled up until they are shipped for a full refund. If your order status is Draft or Pending, you can easily delete/cancel your order by yourself. If your order status is “Processing”, you can select “cancel this order” to cancel your order. Unfortunately, once an order has been shipped, it can no longer be cancelled.

Please refer to the chart below as a reference to our cancellation policy:

Made-to-Order products