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Orders
How can I change my shipping address after my order has been shipped?
We can only update your shipping address before the order has been shipped.
To ensure successful delivery of your package, please make sure your address is complete and accurate with all details, including apartment/suite/room numbers.
Once your package has been shipped, we will not be able to change the shipping address. Additionally, we cannot cancel an order after it has been shipped.
How can I change/modify my order?
Please note that we can assist you in modifying your order before it is shipped.
This includes changing the size or color of an item, deleting an item, or changing the shipping address.
Once your package has been shipped, we will not be able to make any changes.
How can I track my orders?
Tracking your order is simple and easy. We will send you a notification email once your order has been shipped. You can also contact us to obtain your tracking number.
How can I cancel an order?
To cancel a paid order, you need to contact us and provide all necessary details. We cannot cancel orders that have already been shipped. In other words, once you receive our shipping notification, the order cannot be canceled.
Why haven’t I received an email about my order’s shipment?
We will send you an email once your order has been shipped. If you haven’t received an email, you might have entered your email incorrectly, or it might have gone to your spam folder. It usually takes us 2-5 business days to process your order before we ship your package. If you haven’t received a shipment email within 7 days from the date you placed the order, please contact us.
Shipping
How can I change my shipping address?
If your order has been successfully paid, you cannot change it directly from your side.
Why is my tracking number not working?
When we send out our packages, there are no further updates from the transportation company because your package is in transit. Once it reaches the next sorting facility, it will be updated. It may take several days (3-7 days) to see any activity after we send it from our side.
Why is my shipping information not updated?
Sometimes it takes time for the information to be updated. Occasionally, the carrier has not updated the package information.
Why does my package show as delivered, but I haven’t received it?
Packages may be delivered to your mailbox or signed for by a neighbor. We suggest checking your mailbox and with your neighbors first. If you can’t find it, check with the delivery company. Don’t forget to bring your ID! If you still can’t find your package, feel free to contact us.
Why was my order shipped separately?
We will ship your order as quickly as possible. Therefore, your order may have been shipped separately from our different warehouses depending on stock availability.
You may receive certain items from our other warehouses before the others.
Why was my package returned?
There are several reasons why your package could have been returned to us:
- Incorrect or incomplete address
- Invalid phone number
- Undeliverable
Contact the shipping company for more information or you can contact us so we can assist you better.
Do I need to be at my shipping address when my package is delivered?
Sometimes your package requires a signature to be delivered. You can contact the shipping company and ask them for details about your package using the tracking number we provided. If you missed the delivery, contact the shipping company to arrange a delivery or pick up the package.
What should I do when tracking updates show that my package has been returned?
Contact the delivery company and don’t forget to provide your tracking number for more information. If you still cannot find your package, contact us as soon as possible. We will be more than happy to resolve this issue.
Returns
What is your return policy?
We accept returns for refunds within 30 days from the delivery date (the date you received the package).
The return shipping fee is non-refundable. We will only refund the amount you paid for the items, not the services.
For more details, please refer to our Return Policy.
I haven’t received a refund to my card yet. What is the status of my refund?
If we have said that we will issue a refund to your credit card, the entire process can take 14-30 days as your card-issuing bank needs to process the refund.
We could refund the money to your card account within 24 hours. But your card-issuing bank needs 14 to 30 days to transfer the money to your card account.
We cannot control the speed of your card-issuing bank's processing. Please request detailed information from the card-issuing bank.
We sincerely apologize for any inconvenience caused and thank you for your understanding.
Will I receive a full refund for my return?
We will offer you a full refund for all returned items (excluding the return shipping fee and non-returnable items).
Payment
Why was my payment declined?
Our website accepts Visa, MasterCard, and PayPal.
If you have trouble paying with a credit card: verify the card details to ensure they are correct, including the expiration date, cardholder name, security code on the back of the card, and billing address. Check if you have reached your card limit or if your bank is currently reviewing the card. If your payment continues to be declined, we suggest trying another card or payment method.
If the above instructions fail, contact your bank or contact us with full details and error messages so that we can assist you.
Why am I being asked to authorize my order?
Authorizing your order may require detailed personal information. If you are asked to authorize your order, our fraud prevention team has randomly selected it and placed it on hold for further review. It is our responsibility to protect our customers from unwanted charges. If the order is not authorized within a week, we will be forced to believe it is fraudulent and the order will be canceled without prior notice.