FAQs

Shopping FAQs

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?

Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department 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 or payment way via Wester Union/ Bank Transfer

Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.

Payment FAQs

1. After making a payment, can I change my billing or shipping information?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service

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, then the shipping information will not be able to be changed while the package is in transit.

2. 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" Or "Delivery"

3. Do you provide an invoice?

Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

4. 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.

Shipping FAQs

1. How do I change the shipping method?

Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

2. 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.

3. 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 weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.

4.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.

5. How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

6. How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

7. 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.

We would advise you to contact our dedicated Customer Service and provide us with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

8. 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. We do not add taxes, VAT, duty, or any other hidden charges. 

9. What if my parcel is seized by Customs?

If your items cannot be cleared from the customs, please contact us first. we will contact china logstic angence to provide related document assistant for clearance.

10. After payment has cleared, how long do I wait until my order is sent out?

Generally, all the products are in stock in our warehouse, after get your payment, we can ship out your order in 24hours.

After Sales FAQs

1. How can I cancel my order, before and after payment?

a>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. 

b>Withdrawing an order after payment

If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.

If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.

If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.

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 relate to "Warranty and Return". 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

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.

Note: The return or RMA process can only be initiated within 14 days. We can only accept returned products that are in their original condition.

3. Where do I return the item?

After contacting our Customer Service Department 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.