FAQ

 

ORDERING

If you need to change or cancel your order, please contact us immediately (the same day). We process and ship orders quickly (we’re fast!). Most orders are shipped from our warehouse the next day after the order was submitted. Once our warehouse has processed your order, and it was sent out, we will be unable to cancel or make any changes.


We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. 

NOTE: Any orders that have already been packed or shipped cannot be cancelled anymore.

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
There's an auto-currency converter at the bottom-right of the product page, that's why the price shown is in the current exchange rate.

We don't have a physical store.
We only accept orders through our online store.

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

SHIPPING

Please make sure that the customer information you entered are correct, complete and in English.
If the information is incomplete or not in English, the order would not be processed and will be cancelled.

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 

We processes orders between Monday and Friday. Orders will be processed within 1 business day from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

We'll send an email when we receive the tracking number from our warehouse. 

Please contact us if you did not receive tracking confirmation email after 5 business days from the day you completed your payment.

NOTE: International Transaction Fee may apply for processing the order. This fee is non-refundable.

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Often, when you order multiple items we utilize different distribution channels. As such, many times each item will will be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they will get to you.

We don't guarantee a door to door shipment.

Most orders are be sent to your local post service as regular registered mail, you may have to pickup the parcel. The post office may send you a notice card to advise you on how and where your parcel should be picked up.


In some countries, the post office hold the parcel for pickup. Like shipments to the Philippines, the post office don't deliver the parcel to the shipping address. They will send a notice card to the shipping address advising the customer to pick up the parcel.

In some countries (e.g. US), their post office delivers at the shipping address. If you're not home when the delivery is made, they may leave it in your mailbox, door, or front porch, The postal service may also send a notice card to advise you on how and where your package should be picked up.


NOTE: Please make sure that the shipping address you entered is correct and in English. 

Most orders are shipped the next day.

Please email us within the same day that you submitted the order, so we can still change it before the order ships out.
We're unable to make any corrections to the shipping address it ships out. 

Please ask your household members, They may have accepted the delivery that you're unaware of.

You can also contact the carrier (e.g. USPS). Sometimes the tracking info show delivered, but the parcel is still in the nearest post office. There are times delivery was delayed and will be delivered the next day.

Please check your mailbox, front door/porch regularly. It's no longer our fault if the parcel has gone missing after it was delivered to your shipping address.

We can only process a refund if the order is lost in transit. That means, if the parcel is untraceable after 60 days from ship date. Delivered parcels are not covered.

RETURNS

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

All return shipping fees and other miscellaneous fees are the responsibility of the customer. 
We don't provide a prepaid return shipping label.

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

REFUNDS

Unfortunately, we can't issue a refund while the parcel is still in transit. 

Please let us know if your order is still untraceable and you haven't received it after 60 days from order date. 

It's possible that the parcel may be lost in transit, we can process a refund by then.

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

Refused deliveries are considered as returns. The shipping charges are non-refundable. 

The refund will be processed when the parcel was sent back to sender.

We only consider an order is lost in transit if the parcel is untraceable and the customer didn't receive it after 60 days from order date.

Unfortunately, we don't issue a refund if the item was already delivered.
It's no longer our fault if the parcel has gone missing after the delivery. You might've not checked the mailbox for a long time. We suggest to contact the carrier to resolve the issue with them.

We can only issue a refund/replacement, if your shipping address is different from the location/zip code where the parcel was delivered. 
It's possible that the item was sent to wrong address, or the tracking we have on file was wrong.

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