1. What should I do if I have trouble logging in?
Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.
Please make sure that your web browser accepts cookies.
Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.
2. Can I get a discount if I make a larger order?
Discount for different quantity has been displayed on the product page. The discount price will showed up basing on the quantity. But if you want to please big quantity with us, for example 500PCS, Please contact us and provide the following information:
- The product(s) that you are interested in
- The exact order quantity for each product
- Your desired timeframe
- Any special packing instructions, e.g. bulk packing without product boxes
3. What should I do if I want to add or remove the items in the cart?
Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.
1. What is PayPal?
PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used when purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.
2. After making a payment, can I change my shipping information?
Once you have placed an order, you should not change your shipping address information. If you want to make a change, please contact our Customer Service Department as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, the shipping information will not be able to be changed while the package is in transit.
3. How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we has received payment, the order status will show "Processing".
4. Do you provide an invoice?
Yes, we provide commercial invoice if customer need commercial invoice, please send email to firstname.lastname@example.org.
5. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?
We only accept the following 2 payment methods:
1). Credit Card.
including Visa, MasterCard, JCB, Discover and Diners.
The most convenient payment method in the world.
6.Why am I being asked to "Verify" my payment?
For your protection, your order is being processed by our payment verification team, this is a standard procedure to make sure all transactions made on our site are authorized and your future purchases will be processed in top priority.
1. How do I change the shipping method?
Once you have placed an order, the shipping method should not be altered.
2. How do I change my shipping address?
If the package has not been shipped yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.
3. When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.
4. Do you ship to my country and what are the shipping rates?
We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping method for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers. The shipping cost will display when you place order with detail shipping address.
5. Why is the shipping cost on some items so expensive?
The delivery cost depends on the parcel weight and dimension and shipping method that is selected, along with the shipping time and the destination country.
6. Does the product price include the shipping price?
The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.
7. How do I know if my items have been shipped or not?
Please log in to our website My Account>My Order , your order will be shown in 4 status: unpaid/pending/shipped/success.
8. How do I track my order?
You can see the tracking number in the order detail if it is shipped. Click TRACK ORDERS button in our website. Put in the tracking number in the new pop-up webiste and click TRACK, then the tracking result will show up.
Usually, packages will be shipped in 1 working days and 3 days the tracking result will be updated. If there are Chinese public holiday, the shipping will be postponed accordingly.
9. Why is my tracking number invalid?
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
Any questions you have , please don't hesidate to contact our after-sale service email email@example.com , and tell us your order number and your questions. We will reply as soon as possible.
10. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. It does not include any taxes, VAT, duty, or any other hidden charges .
11. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.
12. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf and feedback to you the result and the solving method.
13. After payment has cleared, how long do I wait until my order is sent out?
Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.
After Sales FAQs
1. How can I cancel my order, before and after payment?
Cancellation before payment
If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
Withdrawing an order after payment
If you have already paid for an order and want to cancel it, please contact our After-Sales Service email firstname.lastname@example.org as soon as possible.
If the package has already been shipped, then we are not able to cancel or change the order.
Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.
2. How can I return purchased items?
Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:
a. The original order number
b. The reason for the exchange
c. Photographs clearly showing the problem with the item
d. Details of the requested replacement item: the item number, the name and color
e. Your shipping address and phone number
Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
3. Under which circumstances would an item be able to be exchanged or returned?
We pride ourselves in the product quality. Products once sold and delivered, they cannot be returned or exchanged in cases other than quality issues or mis-shipment.
Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 30 calendar days after receiving the parcel-it must be unwashed, unused and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.
We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.
All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been used, damaged, or had the tags removed. If an item we receive has been used/damaged, has had its tags removed, is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.
4. Where do I return the item?
After contacting our After-sale service staff and reaching mutual agreement, you will be able to send the item(s) to us. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.