Q. I’d like to order a product, but it does not allow me to add it in the cart.
A. This most likely means that the product is out of stock. Please use the ‘notify me when back in stock’ feature on the product page to get an automatic email notification when the product is back in stock.
Q. When are products coming back into stock?
A. As soon as we have an estimated date of delivery, it will normally be posted on the specific product page, we also encourage you to subscribe to our newsletter and social media feed for updates, notifications and pretty pictures.
Q. I am not sure which size to order?
A. On most product pages there is specific sizing information you can view by clicking the sizing chart image. please be careful on choosing the right size as we do not accept returns due to incorrect sizes.
Q. What kind of payment do you accept?
A. We accept Paypal and major credit cards (Through Paypal's secure website) for the international order.
For domestic order, we accept direct bank transfer, virtual account payment, as well as direct credit card payment through iPay.
Q. What is the return and exchange policy?
A. It is explained thoroughly in our Lifetime warranty and return policy page here.
Q. Do you ship to my country?
A. Probably yes. Our shipping carrier options ships worldwide. For further information, please refer to the Shipping Information page here.
Q. How come your product price listing on your site is different with the one i saw a week ago?
A. This might be caused by a number of different reasons, we reserve the rights to change our prices without prior notice.
Q. I Have a voucher / discount code, where do I enter it?
A. When you Check Out, there will be a section on the Shopping cart summary page where you can fill in the voucher / gift card code, once you have done that, your total amount will automatically be deducted.
Q. I still don't get the order delivered to my address. What should I do ?
A. We don't hold accountable if the final delivery is delayed or exceeds the shipping carrier's estimated arrival time. However, if this case happens, you can contact us at firstname.lastname@example.org and we'll assist you further.
Q. Can I change or cancel my order?
A. If this case does occur you can do so within 30 minutes after you order. You can contact us at email@example.com
Q. I checked my order and it was canceled. Why do I get this cancelation?
A. We reserve the right to cancel any order that goes into our system. Normally, it's because the product is not available or you have reached the transaction time limit for 12 hours since the order made without making any payment to our bank account (only for domestic order). You may reach us at firstname.lastname@example.org for more information regarding any cancelation.
Q. An Item is missing / i would like to address a complaint
A. If this case happens, you can contact us at email@example.com, and we’ll contact you as soon as possible.
Q. Does all of Life Behind Bars products covered by a warranty?
A. Yes, All of our products are covered by our Limited Lifetime Warranty. For more information regarding warranty claim, please visit our Lifetime Warranty page here.
Q. I want to claim a warranty. How do I do that?
A. You may apply for a claim through this link here or simply send an email to firstname.lastname@example.org with some description of the problem and some pictures for us to investigate the repair job.
Q. How long do repairs take?
A. Repair time will depend on the workshop's load and the repair job itself, which may vary around 1-2 days to 2-4 weeks. We will make every effort to be as efficient as possible to finish the process in time.
Q. I’m still having trouble with the checkout process
A. Please refer to the How to Order page for a step-by step guide, if you still have trouble, contact us on email@example.com
Q. Will I get taxed when ordering items from your site?
A. It depends on the total order value and your country's De minimis value; the minimum value for an imported product that will not be subject to tax /duty. When your total order value is below the de minimus value, you will most likely not get taxed by the Customs official. International orders are shipped DDU (Delivery Duty Unpaid) so any taxes or duties that occur in the country of destination will be the customer's responsibility.
Q. I would like to cancel the order that is already shipped. I will refuse to accept the package.
A. An unclaimed or refused package are usually returned to us and will be marked as ‘RTS’ (return to sender). The customer will be contacted immediately and a return shipping cost & re-shipping fee will be applied if the customer decides to get the item. If the customer cannot be reached and doesn’t reply to any of our confirmation or decides that they no longer want to proceed with the re-shipping, the order will automatically be canceled and refunded less the original shipping cost, the return shipping cost to our place & any import duties/tax incurred by us while accepting the RTS package. We are not responsible for ‘unclaimed’, ‘refused’, or lost packages shipped to the stated address given for the order. We will not do any refund unless the mistake is on our end but we will surely help our customers to file any claim to the shipping carrier.
Q. What are your “office hours”?
A. Monday – Friday, 9AM – 5PM (Western Indonesian Time or GMT +7)