FAQs

First of all, we are sorry for your inconvenience. Sometimes we can not respond to your email immediately due to the congestion on our email box. However, we are on our way to improve our service day by day to serve you better. Hence, in this situation, we encourage you to contact us via both email and phone call/ SMS so that we can acknowledge your issue as soon as we can.

We adhere to the highest security standards to protect your personal information when you enter the checkout page and purchase from our online store.

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

Shopping at Asvance.com is safe and easy! Just enter any of the following payment options during checkout:
- Visa
- Mastercard
- American Express
- Paypal

Your credit card will be charged when your order is submitted.

The most common credit card issue is incorrect card details, if you have checked the card details are correct, these are other possible reasons:
A do not honor status is sent by the bank that issued your card.
The card has insufficient funds.
The card has expired or has not been activated.
System transaction timed-out.
The Card is reported stolen or lost.

Payment is handled directly by PayPal. Our store is not given any payment information. Please verify the following and contact PayPal if the problem persists. These are other possible reasons:
- Zero balance without any backup funding.
- Returned check
- Negative balance
- Exceeded spending limit
- Credit card expired

Our shipping partners do their best to ensure you receive your package on time, however occasional delays do occur. In those instances, Asvance holds full responsibility and guarantees that the package will be delivered in accordance with the shipping timeline as we mentioned above.
Please note that Asvance will refund 100% shipping fee for the late delivery, except for unforeseen or uncontrollable events such as:
- Incorrect Address.
- Natural Disaster
- Pandemic
- War
The customer should contact our Customer Service Team send a request to the email:support@kindlytoys.comto receive instant support in this situation.

Yes, we will send you Order number to your email address. You can track your order by clicking on “Track Order” in the mail or clicking the Order Tracking on KindlyToys website with required information. If you don’t receive any information from us after placing the order, please feel free to contact us via support@kindlytoys.com

Don’t worry, the rest of your order is on the way to you. We make every effort to ship your items together. However, there are times when we may have to divide your order into multiple shipments.

Common reasons for dividing an order are:
- Item availability
- Items shipping directly from a vendor
- A large order requiring multiple shipments
- Please note that when we divide an order into multiple shipments, you are not charged an additional fee.
Please contact us via support@kindlytoys.com for more information about this concern.

As for the PO boxes, Asvance encourages the customers to provide the accurate address so that we can prevent the situation of missing packages
As for Military APO/ FPO Addresses, it’s unfortunate that Asvance delivery services are unable to approach this area at the moment.
How do I change my address?
Please send your updated shipping address to support@kindlytoys.com as soon as possible so that we can assist you to change your address into the correct one and your package can be delivered in accordance with estimated delivery timeline.

Typically, if an order was submitted, verified, and processed successfully, you should have received an automated order confirmation via email.
If you have not received an order confirmation sent via email, we recommend you contact us to investigate this problem for you. It is possible that your order was unsuccessful.
Additionally, it could also be possible that the email address submitted by you was incorrect. Besides, please check your spam folder. They may be in there.
I did not receive my order, how come the tracking number status shows as “Delivered”?
Possible reasons for this case include:
- The delivery address that you gave us is incorrect.
- Someone else has signed for the parcel.
- The parcel has arrived at your local post office and will be delivered in 1-2 business days.

Please note that Asvance will refund 100% the original amount if the package has not been delivered to you successfully, except for unforeseen or uncontrollable events such as:
- Incorrect Address.
- Natural Disaster
- Pandemic
- War

We always would like to make sure that we get you all your faves! So if we made a mistake and sent the wrong item, don’t worry – we’ll make it right!
When you receive the wrong item, please get in touch with us, and we’ll try and sort it out for you as soon as possible.

We’re sorry if your order arrives damaged. If your items arrive damaged, please keep all boxes and packing materials and immediately contact customer service at +1 (302) 321 5 999 for further instructions.

We strongly recommend you should read the washing instructions enclosed on the packing slip of your package. Designs printed on clothes are not meant to last after being misused. Please refer to our Return Policy for more information about this case.

Since we are always on an attempt to ship your order as quickly as possible, so once your order has been processed we are no longer able to cancel or modify it.
Please note that the order cancellation/ modification is only effective within 6 hours from the purchase time. Please contact us via email support@kindlytoys.com within 6 hours. We are glad to assist you.