Customer Service

For inquiries regarding orders and delivery, please contact the following contact information.

Phone

Mon to Fri: 8:00AM ~ 4:30PM (PST)

+1 310-933-8648

Email

Mon to Sat: 8:00AM ~ 4:30PM(PST)

help@wooltariusa.com

Frequently Asked Questions

Can I place orders from Hawaii, Alaska, and other countries?

- Shipping to Hawaii and Alaska is available, with additional charges applied during checkout.
- Unfortunately, we do not offer shipping to other countries such as Canada.

What is the policy regarding review rewards?

- Customers can leave reviews for the items they've purchased.
(My Page > Purchase History > Leave a Review)

- We value your feedback and offer review credits for your contributions:

1) Photo + Text Review: Earn $1 (Instantly receive $0.1 upon submission, and the remaining $0.9 as the Photo Reward, credited at the end of the month)
2) Text Review : Earn $0.1 (Credited instantly)

* Your earned credits will be added to your account upon verification of your review.

* To ensure fairness, submitting multiple reviews for the same order may disqualify you from earning points. Continued violations may result in account suspension.

* You can submit reviews within 30 days of order processing, with a maximum of one review per item.

What is the difference between Regular and VIP Club membership?

1. New Member Benefits

- Signing up is free, and new users will receive a $5 credit as a welcome gift.
- New members can purchase popular items from our store at special discounted prices exclusively.

2. Membership Level

- Regular Member (Free) : Earn 1% credits of your actual purchase amount
- VIP CLUB (Paid): Annual fee of $99.90 / Earn 5% of the purchase amount as credits / 12% Off coupons twice a month / Free shipping for orders over $139 (1-Day Shipping) / Exclusive benefits for VIP members once a month

* The accumulation of credits is applicable to purchases of food items sitewide. Non-food items are not eligible. >>> Learn More


On August 9th, 2023 our memberships were updated to VIP CLUB status.
*Existing members are automatically transitioned to VIP CLUB membership.

How are exchanges/refunds processed?

- Exchanges and refunds are available within 7 days after delivery.
- Please contact us via phone (310-933-8648) or email us with photos.
- We do not provide exchanges/refunds for requests made on review boards or other platforms.
- If the reason for return or exchange is simply a change of mind, customers are responsible for covering the shipping fees. Additionally, a 30% restocking fee will be applied for returns.
- Exchanges and refunds are not available for refrigerated/frozen products, bedding and undergarments unless the product is defective.

Can I change or cancel an order?

- Once a tracking number has been issued for shipping, cancellations are no longer possible.
- Partial order cancellations or modifications are not allowed so please ensure all details are correct.
- Before finalizing your order, please verify your shipping address carefully as it cannot be changed once the order has been placed.

Point/Rewards and Promo Code


1. Points

- During checkout, you can apply your credits in $10 increments, where every 100 credits are equivalent to $1.
- Based on your membership level, 1% to 5% of your actual purchase amount will be rewarded as credits.
- Credits are accumulated immediately upon completion of product delivery.
- You can redeem your credits during checkout for payment.
- Credits automatically expire after 6 months of inactivity, including making purchases, using/earning credits, writing reviews, referrals, and signing up.
- Find more detailed information in the terms of service.

2. Promotion Codes

- Promotion codes are issued for specific promotions, events, etc.
- Only 1 coupon code can be applied on each order.

How are shipments handled?