🛍️ Orders & Refunds

Q: Can I change or cancel my order after placing it?
A: You can change or cancel your order anytime prior to signing off on the document application. After that, it which it may already be processed.

🔒 Privacy and Security

Q: How is my personal information used?
A: We use your information only to process your order, improve our services, and communicate updates. We never sell your data.

Q: Is my data shared with third parties?
A: We only share necessary data with trusted partners such as payment processors, couriers, government agencies fulfilment contactors to fulfill your order.

Q: Can I delete my account or data?
A: Yes, you can request any or all data deletion at anytime by contacting our support team provided you have not placed an order. If an order has been placed all data can be deleted 3 months after payment.

Q: How do you protect my data?
A: We will never request personal data through email or our ticketing tool. All data and sensitive communication are done through a ISO/SOKS certified third party communication tool.

Q: Is shopping on your website secure?
A: Absolutely. We use SSL encryption to protect your data and secure payment gateways to ensure safe transactions.

Q: Do you store my payment details?
A: No, we do not store any payment information. All transactions are handled securely by third-party processors.

📦 Shipping

Q: How long will it take to receive my document(s)?
A: Shipping times vary by location, but typically documents are delivered within 5–10 business days sometimes even sooner.

Q: What are my shipping options?
A: In most cases we use DHL as our default carrier.

Q: Can I use an alternative carrier / method?
A: Although other shipping methods such as EMS, registered mail and regular mail can be less expensive we believe that valuable personal documents should be shipped with the quickest and most reliable method with reliable and complete tracking.

Q: What if my order is lost or damaged?
A: In the very unlikely event that your order is lost or damaged please contact us.

Q: How can I track my order?
A: Once your order ships, you’ll receive a confirmation email with a tracking number.

Q: What if my order is delayed or lost?
A: Please contact us if your order hasn't arrived within the estimated timeframe—we'll investigate and resolve the issue promptly.

❓ General

Q: How do I contact customer support?
A: You can reach us via our Contact Us form or call us at +1-403-744-5317.

Q: Can I cancel or modify my order?
A: Orders can be modified or canceled within 1 hour of placing them. After that, they may have already shipped.

💳 Payments and Pricing

Q: What payment methods do you accept?
A: We accept Visa, Mastercard, PayPal, Google Pay, and other major payment providers.

Q: My payment failed—what should I do?
A: Double-check your billing information or try a different card. If issues persist, contact us.

Q: Do you offer discount codes?
A: We do not normally offer discounts. 

Q: Do you offer refunds?
A: We do not normally offer refunds. We provide a useful service for which we inure costs. 

📄 Terms & Policies

Q: Where can I find your Terms of Service and Privacy Policy?
A: You can find them linked in the footer of our website.

Q: Do you use cookies on your site?
A: Yes, we use cookies to enhance your browsing experience. You can adjust cookie preferences in your browser settings.

Q: Is your website accessible for all users?
A: We strive to make our website accessible to all and are continuously working on improvements.

💬 Contact & Support

Q: What’s the best way to reach customer service?
A: Please use the contact us form. We are happy to service you by phone or email.

Q: What are your customer service hours?
A: Our team is available Monday–Friday from 9 AM to 5 PM [MST/MDT].

Q: How quickly do you respond to inquiries?
A: We aim to respond within 24 hours on business days.