Frequently Asked Questions

Frequently Asked Questions

Find quick answers to common questions about PomChob.com

Orders & Tracking

How do I track my order? Once your order ships, you'll receive a tracking number via email. You can track your order by:

  • Clicking the tracking link in your shipping confirmation email

  • Logging into your account and viewing order history

  • Visiting our Order Tracking page and entering your order number Note: Tracking information may take 24-48 hours to update after shipment.

How long does it take to process my order? Orders are typically processed within 1-2 business days. During peak seasons (holidays, special promotions), processing may take up to 3-4 business days. You'll receive an email confirmation once your order has been processed and shipped from our Bangkok warehouse.

Can I modify or cancel my order? You can modify or cancel your order within 2 hours of placement by contacting us immediately at markdehn.author@gmail.com. Once an order has been processed and shipped, it cannot be modified or cancelled. However, you can return the items within 30 days of delivery for a full refund.

I haven't received my order confirmation email. What should I do? First, check your spam/junk folder. If you still don't see it:

  • Verify you entered the correct email address during checkout

  • Add markdehn.author@gmail.com to your email contacts

  • Log into your account to view your order history

  • Contact us at markdehn.author@gmail.com with your order number

What if I receive a damaged or incorrect item? We're sorry if this happens! Please contact us within 7 days of delivery:

  • Take photos of the damaged/incorrect item and packaging

  • Email us at markdehn.author@gmail.com with your order number and photos

  • We'll arrange a replacement or full refund at no cost to you We cover all return shipping costs for damaged or incorrect items.

Shipping

Which countries do you ship to? We ship to over 50 countries worldwide, including: United States, Canada, United Kingdom, Australia, New Zealand, European Union countries, Singapore, Japan, and many more! Enter your address at checkout to see if we ship to your location.

How much does shipping cost? Shipping costs vary by destination and shipping method:

  • Standard Shipping: $9.99 (7-14 business days)

  • Express Shipping: $24.99 (3-5 business days)

  • FREE SHIPPING: Orders over $150 (Standard shipping) Exact shipping costs are calculated at checkout based on your location and cart weight.

How long will delivery take? Delivery times vary by destination:

  • Thailand: 2-3 days (Standard) / 1-2 days (Express)

  • Asia Pacific: 5-10 days (Standard) / 3-5 days (Express)

  • North America: 10-14 days (Standard) / 5-7 days (Express)

  • Europe: 10-14 days (Standard) / 5-7 days (Express)

  • Australia/NZ: 10-14 days (Standard) / 5-7 days (Express) Note: These are estimates. Actual delivery times may vary due to customs clearance and local courier schedules.

Do I have to pay customs duties or import taxes? Customs duties and import taxes vary by country and are the responsibility of the recipient. These charges are not included in your order total. Important: Please check with your country's customs office to understand potential duties and taxes. Most countries have a de minimis value (duty-free threshold) for imports. We declare all items accurately on customs forms and cannot mark items as "gifts" or undervalue them.

My order is taking longer than expected. What should I do? If your order hasn't arrived within the estimated delivery time:

  • Check the tracking information for updates

  • Allow 2-3 extra days for customs clearance delays

  • Contact your local postal service with the tracking number If still undelivered after 30 days, contact us at markdehn.author@gmail.com. We'll investigate and arrange a replacement or refund if necessary.

Returns & Refunds

What is your return policy? We offer a 30-day return policy for most items. Products must be:

  • Unused and in original condition

  • In original packaging with all tags attached

  • Returned within 30 days of delivery Exceptions: Due to health and safety regulations, the following items cannot be returned once opened: Food and beverage products, Personal care items (cosmetics, skincare), and Health supplements.

How do I return an item? To initiate a return:

  1. Log into your account and go to Order History

  2. Select the order and click "Request Return"

  3. Choose the items you wish to return and reason

  4. Print the prepaid return label (if eligible)

  5. Pack items securely and attach the label

  6. Drop off at your local post office You'll receive a refund within 5-7 business days after we receive and inspect the return.

Who pays for return shipping? Return shipping costs depend on the reason:

  • Defective/Damaged/Wrong Item: We cover all return shipping costs

  • Changed Mind/Wrong Size: Customer pays return shipping

  • Orders over $150: Free return shipping within 30 days International returns: We recommend using a tracked, insured service. You're responsible for return shipping costs unless the item is defective.

When will I receive my refund? Refund timeline:

  • Return received: 1-2 business days for inspection

  • Refund processed: 3-5 business days to your original payment method

  • Bank processing: Additional 3-5 business days depending on your bank You'll receive an email confirmation once your refund has been processed.

Can I exchange an item instead of returning it? Currently, we don't offer direct exchanges. To get a different item, please return the original item for a refund and place a new order for the item you want. This ensures you get your preferred item quickly without waiting for the return to be processed first.

Products

Are all products authentic and made in Thailand? Yes, absolutely! Every product on PomChob.com is:

  • 100% authentic and made in Thailand

  • Sourced directly from Thai manufacturers and artisans

  • Shipped from our Bangkok warehouse

  • Quality-checked by our team before listing

How do I know if a product is suitable for me? Each product page includes detailed descriptions and ingredients, usage instructions, customer reviews and ratings, size/weight specifications, and product photos from multiple angles. Still unsure? Contact us at markdehn.author@gmail.com for product recommendations.

Are your products organic/natural? Many of our products are natural and organic, especially in our Health & Wellness category. Look for these labels:

  • "Natural" - Made with natural ingredients

  • "Organic" - Certified organic ingredients

  • "Traditional" - Made using traditional Thai methods

Do products have expiration dates? Yes, all food, beverage, and cosmetic products have expiration or best-before dates clearly marked on the packaging. We guarantee a minimum 6 months shelf life for food products and a minimum 12 months for cosmetics and personal care.

Can I request products not currently listed? Yes! We love hearing what our customers want. Email us at markdehn.author@gmail.com with the product name and description, brand (if known), and a photo or link (if available). We'll do our best to source it!

Payment

What payment methods do you accept? We accept Credit/Debit Cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay. All payments are processed through secure, encrypted connections (SSL).

Is it safe to enter my credit card information? Absolutely! Your security is our priority. All transactions use 256-bit SSL encryption, we're PCI DSS compliant, we never store your full credit card details, and payment processing is handled through trusted providers (Stripe, PayPal).

Why was my payment declined? Common reasons for payment decline include insufficient funds, incorrect card details, bank fraud protection (international transaction), or a billing address that doesn't match card records. Solutions: Double-check all card details, contact your bank to authorize international transactions, or try a different payment method.

Can I use multiple payment methods for one order? Currently, we only accept one payment method per order. If you'd like to split payment, you can use a PayPal account with multiple funding sources, purchase a gift card with one method and use it toward your order, or place multiple separate orders.

Do you offer payment plans or installments? We currently don't offer direct payment plans. However, PayPal may offer "Pay in 4" for eligible orders, and you can check if your credit card issuer offers installment options.

Account

Do I need an account to place an order? No, you can checkout as a guest. However, creating an account offers benefits like faster checkout, order history tracking, a wishlist, exclusive member offers, and easy returns management.

How do I reset my password? Go to the Login page, click "Forgot password?", enter your email address, and check your email for reset instructions. The reset link expires after 24 hours for security.

How do I update my account information? Log into your account, click "Account Settings" or "Profile", update your information, and click "Save Changes". To update saved addresses, go to "Address Book" in your account.

Can I delete my account? Yes, you can request account deletion by going to Account Settings, clicking "Delete Account" at the bottom, and confirming your decision. Important: This will permanently delete your order history, wishlist, and saved information. Alternatively, email us at markdehn.author@gmail.com.

How do I unsubscribe from marketing emails? Click "Unsubscribe" at the bottom of any marketing email, or log into your account > Email Preferences > Uncheck marketing emails. You will still receive transactional emails like order confirmations.

Still Need Help?

Can't find the answer you're looking for? Our support team is here to help!

  • Email: markdehn.author@gmail.com

  • Phone: +66 66 126 2330

  • Hours: Available 24/7