common problem

Common problem

DO I NEED TO HAVE AN ORDER ACCOUNT?

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

  • Fast checkout process
  • Easily view your order status and history
  • Receive updates on our new releases and special offers

WHAT IF I FORGET MY PASSWORD?

On the login page, click "Lost your password?". and you will be taken to a page where you can create a new password.

What if I typed the wrong email address?

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

ARE THERE EXCHANGE PRICES?

All of our transactions are based on USD. If your credit card is in a different currency, your order amount will be calculated according to the daily exchange rate on the date your card issuer processes the transaction.

WHICH PAYMENT METHODS ARE ACCEPTED?

We accept all major credit cards (VISA, Mastercard, AMEX) and 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 purchasing online with your credit card, all of your information is entered on an SSL secure website. Your data is then SSL encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

HOW DO I CHANGE OR CANCEL MY ORDER?

We reserve the right at any time after receipt of the order to accept or reject the order or any part thereof at our own discretion, even after the customer has received 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 has been canceled, the original payment method will be credited. 

Any post-order cancellation will be charged a $ 0.5 cancellation fee regardless of when the order was placed (even if it's just a second later) as the merchant processor / credit card charges us a fee for cancellations.  

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

HOW DO I SET MY SHIPPING ADDRESS?

Because our website and service are based in English, any information you enter must be using English input method, including punctuation. If certain letters in your address contain non-English letters, it is recommended that you use similar English letters instead. For example, you can use the letter "?" to "c".

CAN I CHANGE MY SHIPPING ADDRESS after placing an order?

Please note that your delivery address cannot be changed after the order has been processed or shipped. Please update your shipping address to your home address instead of your work address as we don't know how long the destination's customs department will hold the package.

When does my order arrive?

The delivery time is based on the shipping option you choose. Once the order has been shipped, we will email your tracking information the next day as the tracking information is usually available 24 hours after the order is shipped. We are not responsible for any delays caused by the customs department in your country.

HOW DO I TRACK MY ORDER?

We will email your tracking information once your order has been shipped. You will usually receive the tracking number one day after your order has been shipped.

You can track your order   here  .

CAN I USE MULTIPLE DISCOUNT CODES IN ONE ORDER?

Promotion and discount codes cannot be used in conjunction with any other promotions and discounts unless otherwise stated.

WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?

If something is still missing, please contact us immediately.

When will my order be processed?

All orders are   processed and shipped as quickly as possible . Please allow additional time for your order to be processed during the holiday and sales season.   

We process orders between Monday and Friday. Orders are processed within 2-3 working days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends. 

Please contact us if you haven't received a tracking confirmation after 5 working days from the day you completed your payment.

Will I be charged with duties and taxes?

The prices shown on our website are tax-free in USD. This means you may have to pay for duties and taxes after receiving your order.

Import taxes, duties, and related duties may be levied once your order arrives at the final destination. These are determined by your local customs office.

Payment of these fees and taxes is your responsibility and is not covered by us. We are not responsible for any delays caused by the customs department in your country. Please contact your local customs office for more details on fees. 

HOW DO I RETURN AN ITEM?

If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of receiving your order. Please include your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.

For a list of final sales items, see our return policy. All returns must be in their original condition with the packaging intact.

What if the items I received are faulty / incorrect / damaged?

Please contact us within 7 days of receiving your order if you have received incorrect, missing and / or defective goods. When you receive your package, please include your order number, photos of the items and any related references. We will do our best to resolve your case as soon as possible.

How long does the return process take?

Returns can take up to 14 working days to process from the day we receive your return. We will email you to confirm once your return has been processed.

When will I get my refund?

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

If you haven't received a credit for your return, please do the following: Contact the bank / credit card company. It may take some time for the refund to be posted to your account.