FAQs

How quickly can you answer my question?

We aim to respond to all inquiries as quickly as possible. Messages and emails are answered in the order they are received. You can expect a response within 12–24 hours, Monday to Friday (excluding holidays).

Can I change my shipping address after the order is placed?

  • We cannot change the shipping address once the package has been shipped.
  • If you would like to change the shipping address of your order, please contact us at support@adanavery.com or call us at +1 647 848 1453 within 24 hours of placing your order.

How long is the processing time?

  • Processing time begins after the order is placed and usually takes 1–5 business days (Monday to Friday).
  • Orders placed after the cut-off (12:00 AM EST) will be processed the next business day.

How long is the shipping time?

  • Once the order has been processed and shipped, the estimated shipping time is 1–5 business days (Monday to Friday), depending on your location.
  • Please note: Holidays may affect shipping times, as manufacturers and delivery services operate with restrictions during this time. Regular operations will resume immediately after the holidays.

General shipping information

Our warehouse operates Monday through Friday, excluding major holidays.

Will my order come in one package?

Depending on the size of your order, you may receive separate packages that could arrive 1–2 business days apart.

Out of stock/backorder items

If any items are out of stock, we will notify you via email. If they are not expected back in stock within two weeks, we will refund you automatically.

I received a damaged item, what should I do?

We apologize if your shipment did not arrive in perfect condition. Please contact us with your name and order number for assistance.

How can I track my order?

Go to the Track My Order link in the main menu or footer and enter your tracking number. Need help? Our team is ready to assist.

Why is my tracking number not working?

Tracking numbers sometimes only work on domestic orders. If yours doesn't work, let us know so we can check the shipment status.

How to return my product?

If you would like to return an item, please follow this process:

  1. Download and print the Return Form
  2. Complete the form and include it inside your return package.
  3. Please send your return to the following return address:
    GT Ecom B.V.
    Betuwehaven 8
    Nieuwegein
    Utrecht
    3433 PV
    Netherlands
  4. When sending your package, please use a shipping method with Track & Trace. After posting your return, send the tracking code to our customer service at support@adanavery.com so we can track the shipment.

Please repackage your item(s) securely, preferably using the original packaging. Returns without a completed return form or valid tracking information cannot be accepted.

Who will pay for the return shipping costs?

  • Voluntary returns: Return shipping costs are the customer’s responsibility.
  • Incorrect or damaged items: We will provide you with a free return label via email and cover the return shipping cost.

How long is the return period for products?

  • We have a 14-day return policy, which means you have 14 days to request a return.
  • The return period starts from the day you receive your entire order.

In what condition must the products be in order to be returned?

To be eligible for a return, the product must be returned in the following conditions:

  • In good condition, either new or slightly used;
  • In its original packaging.

Products will not be eligible for return if:

  • The product shows excessive wear, damage, or missing parts not due to our error;
  • Return request was received later than 14 days after delivery.

How much is the restock fee?

We do not charge a restocking fee for returns.

When will I receive my refund?

When we have received and checked your return, we will notify you if the return has been accepted. If approved, you will automatically be credited to the original payment method within 10 business days.

Please note that it may take some time for your bank or credit card company to process and post the refund.

Additional information can be found in our other store policies:

For further questions, please contact us at:

Address: Betuwehaven 8, Nieuwegein Utrecht 3433 PV, Netherlands
Email: support@adanavery.com
Telephone: +1 647 848 1453

Chamber of Commerce Number: 82232393
VAT Number: NL862386780B01
Company name: GT Ecom B.V.
Store name: Ada ’n Avery

Opening hours:
Monday–Friday: 8:00 AM–6:00 PM EST
Saturday–Sunday: Closed
Holidays: Closed