FAQ

Frequently Asked Questions

Orders

Once you’ve successfully placed your order on our website, we’ll send you an order confirmation email. Didn’t receive the email? Don’t forget to check your spam!
Once your order is placed, we are unable to cancel or make any modifications to your order. Your order will enter our system where it will be passed along to our warehouse for processing.
Our warehouse will pick and pack your order. If an item is no longer available, they will be sure to let us know so we can inform you of the out-of-stock item and refund you when necessary.
Once picked and packed, your order is handed over to the carrier. We will send you an email confirmation with your invoice and tracking number.
The currier will provide you with SMS or email updates on the status of your delivery. Is your order delayed? To quickly resolve, you can contact the carrier directly, or, our Customer Service team are available to help with any questions you have.
Order received. We hope you enjoy your new items.

Orders Changes

Can I cancel my order after placing it?

Unfortunately, we are unable to cancel your order once it has been placed on our website. This is due to our fast-processing times at our warehouse.

Can I change my order after placing it?

Unfortunately, we are unable to change/edit your order once it has been placed on our website. This is due to our fast-processing times at our warehouse.

I need to change my shipping and billing addresses; how can I do this?

Shipping Address: For security reasons, we are unable to make changes to your shipping address. Once your order is dispatched from our warehouse, you will receive an email with your tracking information. You can then contact the relevant carrier to provide them with additional information for the delivery of your parcel.

Billing Address: We are unable to make changes to your billing address. Due to our fast-processing times, we are unable to modify any information in your order once it has been sent to our warehouse for packaging.

Will I be charged for out-of-stock items in my order?

If an item in your order is out-of-stock, you will not be charged for that item. For Real Time Bank Transfer orders where the full payment has been made, you will be refunded for the missing item(s). The refunded amount should clear in your account within 3-10 business days.

For credit card orders where the payment has been authorized, we do not retrieve the funds until the order has been shipped. In the event of a missing item, we will only retrieve the amount for the item(s) shipped.

Orders tracking

How do I track my order?

Once your order leaves our warehouse, we will send you an email with your tracking information. You will then be able to track the order as it makes its way to you. Please note that your tracking information will only be activated once your order has been handed to the carrier.

I have not received a confirmation email, was my order successful? How do I know if my order is processed?

Once you have successfully placed an order on our website, you will receive a confirmation screen with an order number, followed by a confirmation email to the email address you have provided in the checkout section of our website. If you do not land on the order confirmation screen, it is possible that your order has not been successful due to a browser issue. If you do not receive the confirmation email, please check your spam folder. If nothing has arrived to you, please contact our Customer Service Team and we will be happy to assist.

Where can I find my order number?

Your order number can be found on your order confirmation email as well as in your Order History when logged into your Rhino's Choice Account.

Why can't I find my order in my order history?

If you can’t find your order in your order history, it might be that we’re still in process of validating your order or that your order didn’t go through. If you have any question, please contact our Customer Service Team and we will be happy to assist.

Return instructions

How do I send in an item for a return?

If you have decided to return an item, you will need to register your return in our Return Portal and follow the necessary steps. To start the process please visit our Returns page.

How can I exchange my Rhino's Choice product?

To exchange an item from your recent order, simply send it back for a refund and place a new order on “Websitelink”. Unfortunately, we cannot offer direct exchanges.

Does the product(s) have to be returned in the original packaging?

You can send items back to us in the original packaging you received the order in, or in a secure package of your choice. However, we would recommend reusing the parcel your goods were delivered in to reduce waste. Let's take care of the nature.

I need to send back items from multiple orders to you. Can I ship everything back in one box?

To allow for smooth and efficient process at our warehouse, we kindly ask that you do not consolidate orders when sending us items back for a refund.

Please print one return label per order and attach it to the outside of each package with the relevant items and packing slip inside.

Once your order reaches our returns warehouse, our team will be able to quickly identify the items you have sent back, and ensure you are refunded as swiftly as possible.

I started a return process and received the shipping label but I changed my mind. Can I still cancel the return?

There is no need to cancel the return. Since no items will be returned, the returns process will not begin.

Where is my return label?

You no longer receive paperwork inside your Rhinocoice order. We are making this change to reduce the amount of paper we use. Once you have registered your return in the portal you will receive a shipping label with information regarding your return.

Account

Where do I create an account?

To save customer information, we recommend creating an account. You can access our sign-in or sign-up tool by hovering over the silhouette in the upper right of our website.

I’ve forgotten my password; how can I change it?

Don't fret! You can reset your password via the Account Sign In page.

How do I unsubscribe from Rhinoschoice newsletters?

You can change your email preferences by clicking the link in any Rhinochoice email, or contact Customer Service and we'd be happy to assist in removing you from our mailing list.

Products

Can I pre-order or reserve a product?

Unfortunately, it is not possible to preorder or reserve items on our website. However, if you’re interested in an item, we invite you to select the ‘Notify Me’ option, if available, and we will email you when the item is back in stock (emails are sent in the order of sign up).

What materials are your products made from?

You can find out all the product composition information on each products page.

Can I be notified when something comes back in stock?

For certain styles, you can choose to be notified when the item you’re interested in comes back in stock. Simply click on ‘Notify Me’, fill in your email address, and we will email you when this item is restocked in your preferred color and size (emails are sent in the order of sign up). If you do not see this option, we may not be restocking this item and so it’s best to contact our Customer Service team for more information.

How can I give feedback about my Rhino's Choice item?

We love to hear what you think! For product feedback, please leave a review on the corresponding item's page on our website or send an email to contact@rhinoschoice.com