Customer Help

Common purchase queries answered

Orders and Shipping

The processing of your order require 1 to 3 days. The delivery (often free of charge) take 10 to 15 working days. We do our best to ensure that you receive your order as quickly as possible, without compromising the quality of our product.

When you will order on Symetronix you will receive several emails. A first one when your order is confirmed, a second one when your order is processed and a last one when  it is shipped. Once your order has been shipped you can get the tracking details of your parcel on our tracking page.

Feel free to contact us at any moment if you need more details. We will reply before 24 hours (working days).

No. We don’t keep any informations about your payment on our server. The payment form you can see on our checkout is provided by Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

If you want to know more about security at Stripe you can find more details on Stripe Website

All taxes are already paid by us. You will never be charged more than the amount you already paid on our checkout page. Same rule applies for worldwide shipments.

We ship worldwide. If you live in a country where international shipments often faces unusual delays (Africa, remote islands….) feel free to contact us if you want to know shipping delays to your country.

If you need to swap an item

Returns and Exchanges

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange. To know more about our returns policy please check our Refund and Returns Policy Page.

You need to contact us before returning any products. If your return is authorized and follow our Refund and Returns Policy we will send you an address where you will have to ship your return. Never send any parcel to our company headquarters.

Send us a message using our contact form. We will reply in less than 24 hours (working days only).

Contact us as soon as possible and before shipment. We do our best to check every single address provided by our customers. But please understand that this process can be tedious in an international context. 

As stated in our Terms and Conditions Dinosaur Eden is not responsible if your parcel has already been shipped and you gave us wrong informations. Any refund will be rejected.

You can cancel or change your order until 6 hours after payment. If this delay expired and you still want to cancel your order you can  return your order 14 days after reception. Be aware that in this case you’ll be charged for shipping cost to our warehouse. This cost of these may vary depending on the origin country. Please contact us upfront.

You can’t order a product that is sold out from our product pages. But feel free to contact us, we will tell you when the sold out item will be available again.

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