FAQ

If you haven't received an order confirmation, it might be because the email address was entered incorrectly. Please contact us, and we will resend the confirmation. Alternatively, the order might not have gone through. To avoid placing duplicate orders, please get in touch with us before placing another order.

It's likely on its way! Sometimes, the notification email about your order being ready for pick-up ends up in the spam folder. Please check your spam inbox first. If you still haven't found the email, contact our customer service, and we'll be happy to look into the status of your order.

After your order is dispatched, you should receive an email with a tracking number. If you didn't receive it or have lost it, please contact us and we will provide you with the tracking code for your delivery.

Unfortunately, we cannot make changes to an existing order once it has been placed. However, we may be able to cancel your order before it leaves our warehouse. Please email info@porteryard.com with the subject line "CANCEL ORDER," and we will do our best to assist you.

Have you ensured that the discount code is applicable to the products you're trying to purchase? If you've verified this and it still doesn't work, please contact us, and we'll assist you.

PORTERYARD currently accepts PayPal as the sole payment method.

PORTERYARD currently supports shipping to the countries in the APAC region, including China, Hong Kong, Japan, Korea, Macau, Singapore, South Korea, Taiwan and Vietnam.

PORTERYARD is open to ship to all countries. If your country isn't listed, please reach out to us and email info@porteryard.com with the subject line "SHIPPING REQUEST," and we will do our best to assist you and explore possible solutions.

Delivery methods may vary depending on the items added to your basket. PORTERYARD does not include shipping costs or taxes in the product price. Customers are responsible for considering and covering these additional charges.

If a package is not collected, it incurs significant additional shipping costs for us. To avoid extra charges, please pick up your package and return it correctly if you wish to make a return. Packages not collected within 7 days will be returned to PORTERYARD, and you will be responsible for any costs associated with the return of unclaimed packages.

If you have changed your mind about a purchase, you can return the product within 14 days of receiving your delivery, provided it is in its original condition and packaging. Also note that the product needs to be in the same condition as when you received it, meaning no plastic or wrapping can be removed from the product. To initiate a return, please email info@porteryard.com with the subject line "RETURN PRODUCT." We review return requests within 48 hours on business days. Upon approval, you'll receive an email with shipping instructions and a pre-paid return shipping label. Refunds will be processed once the product arrives back at our warehouse. Please note: Returns sent without prior approval will not be accepted. Ensure the item is in its original condition, with no removed packaging or wrapping. Use the original packaging or a secure alternative to protect the product during transit. Note that you, the customer will be charged a return shipping cost. We recommend using a delivery service that gives you a tracking number if the package would get lost as PORTERYARD cannot be responsible for any loss of goods. For any questions regarding returns, please contact us at info@porteryard.com.

We strive to handle your return as quickly as possible. However, please note that we reserve the right to process returns within two weeks from the date we receive them.

Currently, we do not offer product exchanges. If you would like to make an exchange, please return the item(s) and place a new order through our website.

We're really sorry to hear about this! To help us resolve the issue as quickly as possible, please email info@porteryard.com with a photo and description of the damaged or missing product, along with your order number. We want to make things right for you promptly.

The products are produced continuously, making it challenging to provide an exact restock date. If you're curious about a particular item, please email us for more information. Also, don't forget to sign up for email notifications to be informed when your favorite product is back in stock.

Our products are manufactured in China. For detailed information on the materials used, size and production, please refer to the individual product pages on our website. *Product image is for reference only, the actual product serves as the standard.

At the moment, we don't offer customizations for private customers. However, this may change in the future—so stay tuned!