Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Welcome to Westline Official's FAQ page. Here you'll find answers to the most common questions about our products, ordering, shipping, returns, and more. If you can't find what you're looking for, please contact us – we're happy to help!

đŸ“Ļ ORDERING & PAYMENT

How do I place an order?

Placing an order is simple:

  • Browse our products and select the items you want

  • Choose your size and add items to your cart

  • Click the cart icon and proceed to checkout

  • Enter your shipping and payment information

  • Review your order and click "Complete Order"

  • You'll receive an order confirmation email immediately

What payment methods do you accept?

We accept the following payment methods through our secure Shopify Payments system:

  • Visa, Mastercard, American Express, Discover

  • Debit cards with major card network logos

  • Apple Pay

  • Google Pay

  • Shop Pay

All transactions are encrypted with SSL security and processed through PCI-DSS Level 1 compliant payment processors.

Is it safe to use my credit card on your website?

Absolutely! Your security is our top priority. We use:

  • SSL/TLS encryption (256-bit) for all data transmission

  • PCI-DSS Level 1 compliant payment processing (the highest security standard)

  • Shopify Payments secure payment gateway

  • We never store your complete credit card information on our servers

Can I modify or cancel my order after placing it?

You can request to cancel your order within 24 hours of placement by contacting us immediately at contact@westlineofficial.com or +1 (505) 441-3487.

Once an order has been processed and shipped (1-3 business days), it cannot be cancelled. However, you can return it following our 14-day return policy.

Address changes must be requested within 24 hours of order placement. We cannot guarantee changes after processing begins.

Will I receive an order confirmation?

Yes! You will receive an order confirmation email immediately after placing your order. This email confirms we received your order and includes:

  • Order number

  • Items ordered

  • Shipping address

  • Total amount charged

If you don't receive a confirmation email within 1 hour, check your spam/junk folder or contact us.

Do you charge sales tax?

Yes, we are required to collect applicable state and local sales tax based on your shipping address. Tax is calculated automatically at checkout and will be shown before you complete your order.

Why was my payment declined?

Payment declines can happen for several reasons:

  • Insufficient funds or credit limit reached

  • Incorrect card information (number, expiration date, CVV)

  • Billing address doesn't match card on file

  • Card issuer fraud prevention

  • International card restrictions

Please contact your bank or card issuer to resolve the issue, then try placing your order again.

🚚 SHIPPING & DELIVERY

How much does shipping cost?

Shipping is FREE on all orders! We offer complimentary Standard Shipping to all addresses within the United States with no minimum purchase required.

How long does shipping take?

Total delivery time is 5-10 business days from order placement, which includes:

  • Processing Time: 1-3 business days (order preparation and fulfillment)

  • Shipping Time: 4-7 business days (carrier transit time)

Business days are Monday-Friday, excluding U.S. federal holidays.

Do you ship internationally?

Currently, we only ship to addresses within the United States (all 50 states). We do not ship to:

  • International destinations

  • U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, etc.)

  • APO/FPO/DPO military addresses

  • P.O. boxes

We hope to expand international shipping in the future!

How can I track my order?

Once your order ships, you'll receive a shipping confirmation email with:

  • Tracking number

  • Carrier name (USPS, FedEx, UPS, etc.)

  • Direct link to track your package

  • Estimated delivery date

Tracking information may take 24-48 hours to become active after you receive the email. You can also track your order by logging into your account and viewing your order history.

What if my tracking shows "delivered" but I didn't receive my package?

If tracking shows delivered but you haven't received your package:

  • Check all possible delivery locations (front/back door, mailbox, porch, garage, with neighbors)

  • Verify the delivery address in your order confirmation email

  • Wait 24-48 hours (sometimes packages are marked delivered prematurely)

  • Contact the shipping carrier with your tracking number

  • Contact us at contact@westlineofficial.com within 7 days of the delivery date

We'll work with you and the carrier to locate your package or provide a resolution.

My package is delayed. What should I do?

Shipping delays can occur due to weather, carrier volume, holidays, or other factors beyond our control. If your order is delayed beyond the estimated 5-10 business day window:

  • Check your tracking information for updates

  • Contact the shipping carrier for status updates

  • Contact us at contact@westlineofficial.com or +1 (505) 441-3487

We'll investigate the delay and work to resolve the issue as quickly as possible.

Can I change my shipping address after placing an order?

Address changes must be requested within 24 hours of order placement by contacting us immediately. Once your order has been processed or shipped, we cannot change the shipping address.

If you provided an incorrect address, you are responsible for any additional shipping charges to reship the order.

Do you offer expedited or express shipping?

Currently, we only offer Standard Shipping (4-7 business days delivery). We do not have expedited or express shipping options at this time.

↩ī¸ RETURNS & REFUNDS

What is your return policy?

We offer a 14-day return policy from the date of delivery. Items must be:

  • Unworn, unwashed, and unused

  • In original condition with all tags attached

  • In original packaging (when possible)

  • Free from damage, stains, odors, or signs of wear

See our complete Refund and Return Policy for full details.

How do I return an item?

To initiate a return:

  • Contact us within 14 days of delivery at contact@westlineofficial.com or +1 (505) 441-3487

  • Provide your order number and reason for return

  • We'll send you return authorization and instructions

  • Ship the item to our return address in China (provided upon authorization)

  • We'll process your refund within 10 business days of receiving the return

Important: Do not send returns without prior authorization. Returns without authorization may be refused or delayed.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item received was:

  • Defective or damaged

  • Incorrect (wrong item, size, or color)

  • Does not match the product description

In these cases, we will provide a prepaid return label at no cost to you.

Return shipping from the US to China typically costs $15-$40 depending on weight and carrier.

How long does it take to receive my refund?

Refund timeline:

  • Return Transit: 2-4 weeks for your return to reach our facility in China

  • Inspection: 3-5 business days after we receive your return

  • Refund Processing: 5-10 business days to process refund to your original payment method

  • Bank Processing: 5-10 additional business days for refund to appear in your account

Total time: Approximately 3-6 weeks from when you ship the return.

What items cannot be returned?

The following items are final sale and cannot be returned:

  • Items marked as "Final Sale" or "Clearance"

  • Worn, washed, or used items

  • Items without original tags

  • Undergarments and intimate apparel (for hygiene reasons)

  • Customized or personalized items

  • Gift cards

  • Items returned after 14 days from delivery

Can I exchange an item for a different size or color?

We process exchanges as a return and new order:

  • Return the original item following our return process

  • Receive a refund

  • Place a new order for the desired size/color

We cannot hold inventory or guarantee availability of exchange items, so we recommend placing a new order as soon as possible.

What if I received a defective or wrong item?

If you received a defective, damaged, or incorrect item:

  • Contact us immediately (within 48 hours of delivery) at contact@westlineofficial.com

  • Provide your order number and photos of the issue

  • We'll provide a prepaid return label

  • You'll receive a full refund or replacement at no cost

We stand behind our products and will make it right!