Answers before you checkout.
Everything customers usually ask about retail shopping, preorder seasons, Paystack payment, rewards, delivery, tracking, and support.
Have your order number ready so the team can help quickly.
Shopping & Orders
Do I need an account to checkout?
Yes. You must log in or create an account before checkout so your delivery details, order history, and tracking updates stay connected to your profile.
What is the difference between Retail and Preorder?
Retail products are in stock and available for immediate purchase. Preorder products can only be ordered during an open preorder season.
How do I track my order?
Log into your customer account and open your order history, or use the tracking page with your order number.
Can I cancel an order?
You can cancel an order from your customer account only if payment has not been completed. Paid orders cannot be cancelled directly from the customer dashboard.
Payment
How do I pay online?
Online checkout uses Paystack. Your order is marked paid only after Paystack verifies the transaction reference successfully.
What happens if payment fails?
The order remains unpaid. You can contact support with your order number so the team can confirm the payment attempt and advise on the next step.
Preorder Season
Why can I see the Preorder page but not preorder products?
Preorder products are only displayed when a super admin opens preorder season. When the season is closed, the Preorder page stays available but shows a season notice instead of product listings.
Can I preorder items when the season is closed?
No. Preorder product pages, cart additions, and checkout for preorder items are locked until preorder season is open.
How will I know when preorder opens?
Check the Preorder page for the current season notice, opening date if announced, or contact support on WhatsApp for updates.
How does preorder payment work when open?
Eligible preorder products show preorder price, estimated arrival, delivery timeline, deposit details where applicable, and preorder deadlines. Any preorder shipping fee shown is paid when the item arrives unless stated otherwise.
Wholesale
Can resellers buy wholesale?
Yes. Products with wholesale pricing show the wholesale price and minimum order quantity before you add them to cart. The cart also prevents wholesale quantities below MOQ.
Is wholesale affected by preorder season?
Retail and wholesale purchasing remain available as normal when preorder season is closed, as long as the product is active and in stock.
Rewards
How do loyalty points work?
Registered customers earn loyalty points after eligible paid orders are completed or delivered. Points can be redeemed during checkout or converted into reward coupons from the Rewards wallet.
Can I become a marketer or dropshipper?
Yes. Register through the Affiliate or Dropshipper portal. After approval, your dashboard lets you generate product links to share.
When do marketers earn points?
Marketers earn points when a customer buys through their product link and the order is completed or delivered. This prevents rewards from unpaid, cancelled, or fake orders.
Delivery & Support
Where is Crownpeak Shop located?
Crownpeak Shop is based in Asafo-Kumasi, Ghana. You can contact the team by WhatsApp, email, or Instagram from the contact page.
How much is delivery?
Delivery fees depend on the location you select during checkout. The checkout summary updates the amount before you continue to payment.
Can I return an item?
Return requests are reviewed based on item condition and order type. Contact support as soon as possible after delivery for help.