FAQ
ORDERING
Do I need to have an account to order? No, you can also place an order as a guest. However, having an account comes with perks:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
What if I forgot my password? On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
What if I typed the wrong email address? Please contact us so we can change your email address. We can change your email address, name, and address, but we cannot change your order.
Are there any exchange rates? All transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated based on the daily exchange rate of the date your card issuer processes the transaction.
What payment methods do you accept? 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 using your credit card, all your information is entered into an SSL secure web page. Your information 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 to accept or decline orders at any time. If your credit card has been authorized and the order is canceled, we will issue a credit to the original method of payment. Cancellations made after an order has been placed are subject to a 30% cancellation fee.
Please note that orders that have been packed or shipped cannot be canceled.
How do I set my shipping address? Ensure all information entered is in English. If certain letters contain non-English characters, use similar English ones. For example, change "?" to "c."
Can I change my shipping address after placing an order? Shipping addresses cannot be revised after processing or shipping. Update your address to your residential one as we cannot predict the duration of customs holds for vacation addresses.
When will my order arrive? Delivery time is based on your chosen shipping option. Once shipped, we'll email tracking information the next day. Customs delays are beyond our control.
How do I track my order? We'll email tracking information as soon as your order ships, usually within one day.
Can I use several discount codes in one order? Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What do I do if I have missing items in my order? Contact us immediately if items are still missing.
SHIPPING AND CUSTOMS
When will my order be processed? All orders are processed in our China-based warehouse. Allow extra time during holidays and sale seasons. Orders are processed within 2-3 business days and shipped the next day after processing.
Contact us if you don't receive tracking confirmation after 5 business days.
How will my order be shipped? Refer to our Shippings page for information on shipping methods.
RETURNS
How do I return an item? Contact us within 30 days of receiving your order. Provide your order number and the reason for your return. We'll review and send further instructions if approved. See our Returns Policy for final sale items.
Will shipping be covered for my returns? All return shipping fees and miscellaneous fees are the customer's responsibility.
What if the item(s) I received is defective/incorrect/damaged? Contact us within 7 days of receiving your order. Include your order number, item photos, and references. We'll resolve your case promptly.
How long is the returns process? Processing returns may take up to 14 business days. We'll email you once your return is processed.
When will I receive my refund? Refunds are credited to your original payment method. For credit/debit cards, refunds are sent to the issuing bank within 7-10 business days. Contact your bank/credit card company if the refund hasn't posted to your account.