FAQ
Ordering
Q. Are there any exchange rates?
A. All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Q. What payment methods do you accept?
A. We accept all major credit cards (VISA, Mastercard, AMEX). We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Q. How secure is my online order?
A. When purchasing online using your credit card, all of your information is entered into a 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 is authorized and approved. Your credit card information is not stored on our servers.
Q. How do I change or cancel my order?
A. We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives 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 is canceled, we will issue a credit to the original method of payment.
Please note that any orders that have already been packed or shipped cannot be canceled.
Q. How do I set my shipping address?
A. Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.
Q. Can I change my shipping address after placing an order?
A. Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.
Q. How do I track my order?
A. We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.
Shipping and Customs
Worldwide Shipping. Shipping time 7 - 25 business days.
Q. When will my order be processed?
A. All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
Q. Will I be charged with customs and taxes?
A. The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Returns
Q. How do I return an Item?
A. If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Refund Policy. All returns must be in original condition with packaging intact and have a valid return tracking number.
Q. Will shipping be covered for my returns?
A. All return shipping fees and other miscellaneous fees are the responsibility of the customer unless the item came damaged.
Q. What if the item(s) I received are defective/incorrect/damaged?
A. Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Q. How long is the return process?
A. Processing returns may take up to 7 business days from the day we receive your return. We will email you to confirm once your return has been processed.
Q. Can I use several discount codes in one order?
A. Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.