Frequently Asked Questions
Can't find your answer here? Email us at info@arbasa.com — we respond within 2 business days.
Orders & Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Shop Pay, Apple Pay, and Google Pay. All transactions are encrypted and processed by PCI-DSS Level 1 certified payment processors. We never store your full card details.
Can I modify or cancel my order after placing it?
You may request changes or cancellation by emailing info@arbasa.com with subject line "Cancel – [Order Number]" as soon as possible. Orders enter fulfilment within 1–3 business days. Once dispatched to our supplier for fulfilment, we cannot cancel or modify the order — please refer to our Refund & Returns Policy instead.
Why was my order declined or cancelled?
Orders may be declined due to payment verification failure, suspected fraud, stock unavailability, or inability to ship to your address. If your order was cancelled without explanation, please contact us and we will investigate promptly. Your payment will be fully refunded if any charge was made.
Do you charge sales tax?
Sales tax is applied to orders shipping to US states where we have a tax collection obligation. The applicable rate is calculated at checkout based on your shipping address. International customers may be subject to local VAT, GST, or import duties — see the Import & Customs section below.
Is it safe to shop on arbasa.com?
Yes. Our website uses SSL/TLS encryption (HTTPS) to protect all data in transit. Payments are handled by Shopify Payments / Stripe, both PCI-DSS Level 1 certified — the highest level of payment security certification available.
Shipping & Delivery
Where do my orders ship from?
Arbasa is a US-based retailer (South Plainfield, New Jersey). However, as a multi-category online store, we work with a network of third-party suppliers and fulfilment partners who may ship your order directly from warehouses in the USA, Europe, or Asia (including China). The origin warehouse depends on the specific product ordered and current stock availability. This is standard practice in modern e-commerce and allows us to offer you a wider product selection at competitive prices.
Why is my delivery taking longer than expected?
Delivery times vary by product category and supplier location. For items shipping internationally, standard transit times are 10–30 business days, which is longer than domestic-only retailers. Customs clearance, carrier volume, and public holidays can add further delays. Your tracking link will always show the most current status. If your order is more than 5 business days past the estimated delivery date, contact us and we will investigate with the carrier.
How long does it take to process my order?
All orders are processed within 1–3 business days (Monday–Friday, excluding US federal holidays) after payment confirmation. You will receive a shipping confirmation email with tracking details once dispatched.
Do you ship worldwide?
Yes, we ship to most countries worldwide. Shipping costs and estimated delivery times by region are detailed in our Shipping Policy. Certain products may have shipping restrictions based on carrier rules or local import regulations. Unavailable destinations will be flagged at checkout.
How do I track my order?
You will receive a tracking number by email once your order is dispatched. Use the link in the email or log in to your account at arbasa.com to check the status. Please allow up to 24 hours after dispatch for tracking information to appear in the carrier's system.
My tracking hasn't updated in several days — is something wrong?
International parcels can show no tracking updates for 5–15 days while in transit between countries or awaiting customs clearance. This is normal and does not mean your order is lost. If tracking has not updated for more than 20 days, please contact us at info@arbasa.com and we will open a carrier investigation.
My order shows 'delivered' but I haven't received it — what do I do?
Please: (1) wait 24–48 hours as parcels are sometimes scanned before final delivery; (2) check with neighbours, building management, or any designated safe spot; (3) contact your local postal carrier or delivery office with your tracking number. If still unresolved after 3 business days, email us and we will assist in filing a claim.
Will my order arrive in one package?
If you order multiple items, they may be fulfilled by different suppliers and arrive in separate packages at different times. You will receive individual tracking numbers for each shipment. This will not affect your total shipping cost.
Customs, Duties & International Orders
Will I have to pay customs duties or import taxes?
If you are ordering from outside the United States, your order may be subject to import duties, customs fees, VAT, or GST levied by your country's customs authority. These charges are entirely the buyer's responsibility and are not included in our product prices or shipping fees. Arbasa has no control over customs charges and cannot predict their amount. We recommend contacting your local customs office before ordering if you are unsure.
Can you mark my package as a 'gift' or declare a lower value?
No. We are legally required to declare the full purchase value on all customs documentation. Under-declaring values or marking commercial goods as gifts is illegal under US export law and the customs laws of receiving countries. Doing so would expose both us and you to legal penalties.
My order was refused by customs — can I get a refund?
If your order is seized or refused by customs, we will refund the product cost only. Original shipping fees and any return customs or handling costs cannot be refunded. We strongly recommend checking import restrictions in your country before ordering.
Why does my EU order show VAT at checkout now?
Since July 2021, Arbasa collects VAT on orders under €150 shipped to EU countries at the applicable local rate. This VAT is remitted directly to EU tax authorities via the EU's Import One-Stop Shop (IOSS) system. For orders over €150, VAT and customs duties are assessed by your local customs authority upon arrival.
Returns, Refunds & Exchanges
What is your return policy?
We accept returns on most unused, unopened items within 30 days of delivery. Items must be in original condition with all original packaging, tags, and accessories. Return shipping is the buyer's responsibility unless the item was damaged, defective, or sent in error. See our full Refund & Returns Policy for complete details including EU/UK 14-day withdrawal rights.
How do I start a return?
Email info@arbasa.com with subject line "Return – [Order Number]". Include your order number, the reason for return, and photos if the item is damaged. We will respond within 2 business days with return instructions and the return address. Do not ship items back before receiving our confirmation — unreturned items sent without authorisation may not be processed.
When will I receive my refund?
Approved refunds are processed within 14 days of receiving your returned item. The refund is credited to your original payment method. Your bank or card issuer may take an additional 3–10 business days to show the credit.
Do you offer exchanges?
We do not process direct exchanges. Please return the original item for a refund and place a new order for the desired item.
My item arrived damaged or incorrect — what do I do?
Contact us at info@arbasa.com within 7 days of delivery with clear photos of the damaged or incorrect item and your order number. We will arrange a free replacement or full refund — whichever you prefer — at no cost to you. You will not be asked to return low-value damaged items.
Products & Quality
Do the products exactly match the photos?
We make every effort to display accurate images and descriptions. However, due to differences in monitor calibration and photography lighting, colours may appear slightly different in person. Product dimensions and weights are based on supplier specifications and are approximate. Minor variations are normal and do not constitute a defect. If you receive a product that is significantly different from its description, please contact us.
Are your products safe and certified?
We curate our product catalogue from reputable suppliers and require that applicable items meet relevant safety standards, including FCC certification for US electronics, CE marking for EU-destined products, and CPSC guidelines for applicable consumer products. Product pages display relevant certifications where available.
Do your products come with a warranty?
Most products are sold without an express warranty from Arbasa. Where a manufacturer's warranty is provided by the supplier, it will be noted on the product page. For defective items, your rights under consumer protection law (including the Australian Consumer Law, UK Consumer Rights Act 2015, and EU Consumer Sales Directive) are unaffected.
Privacy & Data
How do you use my personal data?
We use your data to process orders, communicate with you, and (with your consent) send marketing communications. We do not sell your data for money. Please read our full Privacy Policy for complete details.
I'm a California resident — how do I opt out of data sharing?
Visit our Do Not Sell or Share My Personal Information page, click the 'Manage Cookie Preferences' button, or email us at info@arbasa.com with subject line "CCPA Opt-Out Request". We will process your request within 15 business days.
How do I delete my account or data?
Email info@arbasa.com with subject line "Data Deletion Request" and we will process your request within 30 days, subject to any legal retention obligations (e.g., we must retain transaction records for 7 years for tax purposes).
Account & Technical
Do I need an account to shop?
No. You can check out as a guest. Creating an account allows you to track orders, save addresses, and view your order history.
I forgot my password — how do I reset it?
Click 'Forgot password?' on the login page and enter your email address. We will send you a secure link to reset your password within a few minutes.
A promo code isn't working — what should I do?
Check that the code is entered exactly as provided (codes are case-sensitive), that it hasn't expired, and that your cart meets any minimum spend or product eligibility requirements. If you still have trouble, email us with the code and we'll look into it.
Contact & Support
How do I contact you?
Email info@arbasa.com. We respond to all enquiries within 2 business days (Monday–Friday). For returns, include your order number in the subject line. For urgent issues, please mark your email as high priority.
Last updated April 9, 2026. © 2026 Bekby LLC d/b/a Arbasa. All rights reserved.
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