FAQ for Orders and Shipment
FAQ for Orders:
How to change/modify the billing address?
No need to change the billing address, as we'll just ship the order to the shipping address that you left on our site for your order. Therefore, it does not matter that the billing address is different from the shipping address.
Can I change/modify my shipping address/sizes?
We can help you modify your order BEFORE shipment. Once your package shipped, we will not be able to change anything. Please kindly contact our serviceman via email address: [email protected], we will try our best to serve you well.
Can I cancel my order?
Yes, you can. There are two types of order cancellation:
1) We can help you cancel the order BEFORE shipment;
2) Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics. If the parcel refused by customers, we can only refund the item fee. Shipping fee CANNOT be refunded for we have paid the shipping fee for the parcel.
For example, if your order amount is 50 dollars and the shipping fee is 15 dollars, we will refund you 50-15=35 dollars after we get the returned parcels.
Why I didn’t get an email about my order being shipped?
After placing your order, we may need 3-8 business days to prepare. This is our processing time to make sure that your order is accurate, which isn’t included in shipping time. We will inform you with an email after shipment or if there is any delay.
If you can't find an email fifteen days after you placed the order, please contact our Customer Care Team with email [email protected].
FAQ for Shipment:
Is there any additional fee/tax fee beyond purchase?
Normally, our customers would not be charged any tariffs. But it happens sometimes for the increasingly strict customs inspection. We have no control over these charges as customs policies and import duties vary widely from country to country.
How can I deal with my package if I do not want it because of the customs taxes?
As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If not, there is a high possibility that your parcel is destroyed instead of returned. If the parcel refused by customers, we can only refund the item fee. Shipping fee CANNOT be refunded for we have paid the shipping fee for the parcel.
Why was my order divided into two or more packages?
We will do partial shipping for your order in the following conditions:
1) Items are in different warehouses;
2) Different items need additional preparation time;
3) Weight limit of customs or courier.
You will receive an email notification when each parcel is shipped.
Why does it show my package has been delivered but it hasn’t?
Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID.
If you still cannot find your package, please contact our Customer Care Team via email [email protected].
How long does delivery normally take?
Generally, it will take 15-30 business days for your orders to reach you, some distance area might take even longer. Our system will send you notification emails once your parcel is stated to be shipped out, please wait patiently. We appreciate your kind understanding. Please pray with us for the world to get through this tragedy sooner safely.
Why it shows that my tracking number is invalid?
If there is a tracking number, it means that the parcel has been shipped out. The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end. Please allow some time for the courier to update the latest tracking info after reaching next station.
Why was my package returned?
There are multiple possible reasons:
1) Wrong or incomplete address;
2) Invalid phone number;
3) Unable to deliver;
4) Failed customs clearance .
Before a refund, our Customer Service Team will contact you by email to asking for your handling suggestion, if we don't get your reply within 2 months, we will take the initiative to refund.
Why did the attempted delivery fail?
There may be the following reasons:1) Consignee unavailable;
2) Wrong shipping address;
3) The parcel is delayed by the shipping company;
4) Parcel lost during transportation for the riot;
5) Parcel lost due to force majeure, such as hurricane, flood, earthquake, fire, etc.;
Please check with the shipping company with your tracking number and your ID to arrange re-delivery. If you still cannot receive your package, please contact our Customer Care Team via email:[email protected].
FAQ for Return & Refund
What is your return policy?
About return policy please check RETURN POLICY.
Can I exchange size?
We accept the return for refund or exchange within 30 days after delivery.
How do I receive my full refund?
We will offer a full refund for all returnable items, excluding the shipping fee, return insurance fee.
Coupon codes and points will not be refunded as monetary value.
As soon as you discover a wrong/defective/stained item, please contact our Customer Care Team with:
1) The order number;
2) The SKU number or pictures;
3) A description of the problems and some clear pictures;
We'll get back to you as soon as we can.
What should I do if my refund is incorrect?
We’re really sorry if we’ve made a mistake with your refund.
Please contact our Customer Care Team via email:[email protected] and we’ll sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
1) The delivery charge, which is only refunded for canceled orders before shipment;
2) Any discounts/points that were applied when you check out, which may not now be applicable.
FAQ for Payment & Coupon
Why my payment is declined?
Firstly, check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)
Secondly, make sure you enter the security code correctly (the three-digit numbers on the back of your card).
Lastly, your card issuer may have declined your payment. Please contact the card issuing bank.
Why do I need to verify my payment on my order?
Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents, and we will pay great attention to your info security.
What payment methods do you accept?
There are different ways you can choose to pay on our website. We support Credit/Debit Card, PayPal.
Why isn’t my promo code working?
May be the following problem:1) The code has already expired;
2) Your order does not reach the minimum amount;
For other problems please feel free to contact our Customer Service Team by email: [email protected].