FAQ

Order Enquiry

1.       Why I cannot-take order?

·        If you could not find the country for delivery or could not press the order button, please check the below list. If your country is not listed below, please write down your address and we will get back to you as soon as possible.

·        If you cannot press the order button because of other reasons, please tell us the details of the problem including a screen capture. We will get back to you as soon as possible.

 

2.      Why is my order still processing?

·        Please notice that we will deliver your parcel within 3 to 4 working days (exclude Saturday, Sunday and public holiday). If your order status is still processing after 4 working days of placing the order, first check your email client's junk mail to see if you received our email in the junk mailbox. If not, please provide your order number and we will contact you as soon as possible.

 

3.       Where is my parcel now?

·        Please login at PTS official website, and click the courier tracking URL link to check the latest parcel status. If the parcel has left Hong Kong, please check your parcel status directly with your local delivery service. Thank you for supporting PTS!

4.       I want to Edit/Add/Delete items of the order

·        Currently we do not provide option for editing placed orders, if you would need to add new items in the order, please use the standard purchase procedure to place the order and leave a message e.g("merge the two orders and ship to the same address") along with the corresponding order numbers for the request, sorry for any inconvenience caused.

5.       I want to Change Address

·        Please provide your order number, name and the new address. (Only allowed to change address for same country and same postage)

6.       I want to Cancel my order

·        Sorry that we cannot cancel your order or issue a refund after the order is placed.

7.       I want to Change another Express to deliver my parcel

·        Cannot change postage or express when after the orders placed.

8.       Can you help me to change the receipt price for customs?

·        Sorry that we cannot help you to change the receipt price for customs purposes.

9.       Can I request to use a different packing without the guns icons on it for customs purposes?

·        Please provide your order number and we will arrange to change the packing. Please note if the product has any damage during delivery after changing the packing, we will not accept return or request for a replacement product.

 

Delivery Enquiry

1.      Can you ship guns or its accessories to my country?

·        Before you order any products from our website, please check the policy of your country. If the parcel failed to ship to your address because of not being able to clear customs or expressdeli very problems, please contact the local customs department or your local express service. For some of the countries you may check the below picture for reference.

2.      Which express would you choose to deliver my parcel?

·        For local customers, PTS Steel Shop will delivery your order with Hong Kong Post or Speed Post.

·        For overseas customers, PTS Steel Shop will deliver your order with UPS/FedEx/Hong Kong Post.

3.      How much are the postage and the time of delivery?

·        Due to the impact of the COVID-19 pandemic, postage rates in all regions may fluctuate. Please note that after completing the order, there is still a chance that additional postage maybe incurred due to the floating postage. Please clearly understand this clause before placing an order. If a refund is required at that time, we will charge fine of 20% to 50% according to the situation.

·        For local express, postage will depend on different districts and the size of the package. Please check the postage during order payment.　

*Hong Kong Post - standard delivery: 2 - 3 working days

·        For overseas express, postage will depend on different countries and the size of the package. Please check the postage during order payment. (If you cannot find out your country when you are taking your order, please write down your address and we will get back to you as soon as possible.)

 

Other Enquiry

1.       Inventory or Restock item Enquiry

·        Thank you for your interest in PTS products! Please provide the details of the product, such as item name, code number, colour and size etc. We will get back to you as soon as possible. Also, please follow our Facebook/Instagram for any latest information.

 

2.       Retail shop address and Opening time

·        Sorry that our retail store is temporarily close. Please follow our Facebook/Instagram for any latest information.

 

3.      Repair problems/Product Enquiry

·        Thank you for interest in PTS products! Please provide thefollowing information: 1) Item code of the product forrepair 2) Purchase receipt, address and date 3) Provide the details of your product with photo. Email techsupport@ptssyndicate.comsend us.

4.      Return and refund enquiry

·        Thank you for interest in PTS products!　Please click the below link to explore more. https://www.pts-steelshop.com/about/policy