common issues

Order

Do I need an account to place an order?

No, you can also order as a guest. However, there are certain advantages to having an account with us:

• Quick payment process

• Easy access to your order history and order status

• Receive information about our latest product launches and special promotions.

What should I do if I have forgotten my password?

On the login page, click on ‘Forgotten your password?’ You will be redirected to a page where you can create a new password.

What should I do if I have provided an incorrect email address?

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

Is there an exchange rate?

All our transactions are based on US dollars. If your credit card is in another currency, the amount of your order will be converted at the exchange rate in effect at the time the transaction is processed by your card issuer.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) as well as PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?

When you shop online with a credit card, all your information is entered on an SSL-secured website. Your information is then encrypted via SSL and sent directly to the credit card processing network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

How can I modify or cancel my order?

We reserve the right to accept or refuse an order, or part of it, after it has been received, at our discretion, even after the customer has received an order confirmation or the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, a credit will be issued to the original payment method.

Any cancellation made after placing the order will be subject to a 30% cancellation fee of the total price, regardless of when the order was placed (even a second after), as the payment processor/credit card charges us fees for cancellations.

Please note that orders that have already been packaged or shipped cannot be canceled.

How do I provide my shipping address?

Since our website and service are based in English, all the information you enter must be in English, including punctuation. If any letters in your address contain non-English characters, it is recommended to use similar English letters. For example, change the character "?" to "c."

Can I change my shipping address after placing an order?

Please note that your shipping address cannot be changed once the order has been processed or shipped. Please update your shipping address to your residential address instead of a vacation address, as we do not know how long customs in the destination country will hold the package.

When will my order arrive?

Delivery time depends on the shipping option you selected. Once the order is shipped, we will send you an email with the tracking information the next day, as tracking information is generally available 24 hours after shipment. We are not responsible for delays caused by customs in your country.

How can I track my order?

We will send you tracking information via email as soon as your order has shipped. In general, you will receive the tracking number one day after your order has shipped.

Can I use multiple discount codes on a single order?

Promo codes and discount codes cannot be combined with other promotions or discounts unless otherwise specified.

What should I do if items are missing from my order?

If items are missing, please contact us immediately.

SHIPPING AND CUSTOMS

When will my order be processed?

All orders are processed and shipped from our warehouse in China. During holiday periods and sales seasons, please expect an additional delay in processing your order.

We process orders from Monday to Friday. Orders are processed within 2 to 3 business days of the order date and shipped the following day. Please note that we do not ship on weekends.

Contact us if you do not receive the tracking confirmation after 7 business days from the day you made your payment.

How will my order be shipped?

For shipping methods, please refer to our shipping page.

Will I be charged customs duties and taxes?

The prices displayed on our website are in US dollars, excluding taxes, which means you may be responsible for paying customs duties and taxes when you receive your order.

Import duties, fees, and other customs charges may be assessed when your order reaches its destination, which will be determined by your local customs office.

The payment of these duties and taxes is your responsibility, and we cannot be held liable. We are not responsible for delays caused by your country’s customs authorities. Please contact your local customs office for more information about the fees.

Is my order eligible for free shipping?

Free shipping is available for orders that meet the required minimum amount, excluding promotional products, sale items, and oversized products. Your order will be delivered via economy class.

REMOVE A PRODUCT

How to return an item?

If you are not satisfied with your purchase and wish to return an item, you must contact us within 30 days of receiving your order. Please provide your order number along with the reason for the return. Our customer service team will evaluate your return request and send you further instructions if the return is accepted.

For a list of clearance items, please refer to our return policy. All returns must be in their original condition and packaging.

Do we cover return shipping costs?

All return shipping fees and other charges are the responsibility of the customer.

What if the item I received is defective/incorrect/damaged?

Please contact us within 7 days of receiving your order if you have received incorrect, missing, and/or defective items. Please include your order number, photos of the items, and any relevant references when you received the package. We will do our best to resolve your issue as quickly as possible.

How long does the return process take?

The return processing may take up to 7 business days from the day we receive your return. We will send you an email to confirm once your return is processed.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be sent to your card issuer’s bank within 7 to 10 business days after receiving the returned item or cancellation request. Contact your card issuer bank if you have questions about when the credit will appear on your account.

If you have not received your refund yet, here’s what you can do: Contact your bank/card issuer. It may take some time before the refund is posted to your account.