FAQs

Questions? We have answers!
We may have already answered your question in our FAQ section. Check out our FAQ section for faster answers.

ORDER ISSUES

  • Why I didn’t get an email about my order being sgipped?

After placing your order, we may need 3-7 business days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include 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’ve placed the order, please contact our Customer Care Team.

  • Can I change/modify my shipping address?

 Yes, you can. It includes removing an item, and changing your shipping address. Please contact our Customer Care Team. Please note that we can help you modify your order BEFORE shipment.Once your package shipped, we will not be able to change anything.

  • Where is my order?

 You will receive your order in 6-17 business days from the date that it is placed.For processing time, we may need up to 3-7 days to prepare your order after placing your order. This is to make sure that your order is accurate. This processing time does not include shipping time.As for delivery time, please check the Shiping Info page.

  • How to change/modify billing address?

 The billing address will be automatically generated to the same as shipping address. If you want to change it, you can click on "Edit" at the check out page (after clicking PLACE ORDER button).

  • Can I cancel my order?
  1. Yes, you can. There are two types of order cancellation:
  2. If you haven't received the shipping notification, you can cancel this order  by contact our customer service.
  3. Cancelling an unpaid order: An unpaid order will be canceled automatically after 24 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.
  4. 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 refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

DELIVERY

  • I still haven’t received my package. Where is my order?

Your estimated delivery date including processing time and delivery time – please allow up to this date for your order to arrive. Please check the Shipping Info page for details.You’ll be able to follow your order as it’s been sent with trackable service.If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Care Team for further help.

  • Why was my order divided into two or more packages?

 We will do partial shipping for your order in the following conditions:
1. Different items need additional preparation time.
2. Weight limit of customs or courier.
You will receive an email notification when each parcel is shipped.

 How long does delivery normally take?

 You will receive your order in 6-17 business days from the date that it is placed. Standard delivery may need more days than express delivery.For delivery time after your order was sent out, you can check theShipping Info page for estimated delivery days.

  • Is there any additional fee beyond purchase?

Normally, our customers would not be charged any tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

  • Why does it shows my package has been delivered but it hasn’t?

 Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box 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.

  • Why did the attempted delivery failed?
  1. There may be following reasons:
  2. Consignee unavailable
  3. Wrong shipping address
  4. The parcel is delayed by the shipping company
  5. 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.
  • How can I track my order?

Please log into your account >> click on "My Orders" and click on the "Track Order Details" button for more details as the following example picture shows. It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels.Please allow some time for the courier to update the latest tracking info after reaching the next station.

  • How can I deal with my package if I do not want it because of the customs taxes?

Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.

  • 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 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
Please contact the shipping company for more information. You may also contact our Customer Care Team for further help.

RETURN & REFUND

  • How can I return items?

You may check out our Return Policy first, then Submit A Ticket about which items you want to return.Note: Item ID or SKU is needed, so that our agent can process your return request and offer the nearest return address to you.

  • What is your return policy?

We’re bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition.
1.After you receive your order, you have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days.
2.Please DO NOT send your return to the address on your package. That is not our return address and will affect the processing of your return.
Note: The original shipping fee and return insurance are non-refundable.

  • How can I return/exchange items they are not as described?

You may check out our Return Policy first, then Submit A Ticket about which items you want to return with the following information.
1. The order number
2. The item's name or SKU number or pictures
3. A description of the problems and some clear pictures
We will process your return request and offer the nearest return address for you as soon as we can.

  • What items can't be returned?

More details can be found in our Return Policy.

  • What is the status of my refund?

Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund.If you have chosen the refund to your credit card, the whole process may need 10-30 business days as you card bank need to process the refund to you. Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 10-30 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.We apologize genuinely for the inconvenience caused and thanks for your kind understanding.

  • How do I receive my full refund?

We will offer a full refund for all returnable item, excluding shipping fee.

  • What should I do if my refund is incorrect?

We’re really sorry if we’ve made a mistake with your refund!
If this is the case, please contact our Customer Care Team and we’ll try and sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
The delivery charge, which is only refunded for cancelled orders before shipment.
Any discounts/points that were applied when you check out, which may not now be applicable.

  • What if I received a wrong/defective/stained item?
We want to sort out any issues with wrong/defective/stained items straightaway.As soon as you discover a wrong/defective/stained item, please contact our Customer Care Team with:
1. The order number
2. The item's name or 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.