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Frequently Asked Questions
Please read our FAQ before sending us a message.
What is the status of my order?
You can keep track of your order at any time by visiting order track page.
Tracking Says My Order Status Is – Undelivered.
The item was attempted for delivery but failed, this may due to several reasons. Please contact the local post office to make it delivered. The shipping company General explanation: Possible reasons for unsuccessful item delivery attempt: addressee not available at the time of delivery; delivery delayed and rescheduled, addressee requested later delivery, address problem – unable to locate premises, rural or remote areas, etc.
Tracking says my order status is – alert.
The item might undergo unusual shipping condition, this may due to several reasons, most likely item was returned to sender, customs issue, lost, damaged etc. General explanation: Your package is being returned to sender due to any of these reasons: item refused by addressee; incorrect / illegible / incomplete address; expired retention period; addressee absence; etc. Your package might be retained by customs department due to any of these reasons: contains prohibited goods; importation of the goods is restricted; retained by customs due to tax payable, or any other unspecified reasons. Your package may have suffered damage or been lost during the transportation period. If you ensure your package has been delivered successfully, please ignore this notice. However, if you haven’t received your package and it is under the ‘Alert’ status, then please pay attention: you need to read and analyze the detailed tracking information carefully. Due to complex description of worldwide shipping providers, we can’t auto-detect and determine all the status 100% accurately, hope you understand. If the item was returned, please contact us with the correct and full shipping address
I need help with a late order.
Shipping to USA, Canada:
– Order processing: 5-7 Days
– Standard Shipping: 10-20 Days
Note: The items you ordered will reach you within 25 days for Standard Shipping.
Shipping to other countries:
– Order processing: 5-7 Days
– Standard Shipping: 15-30 Days
Note: The items you ordered will reach you within 35 days for Standard Shipping
* All Paypal pending orders need 1 more week for verification and processing.
* When it’s the high peak of demand forlogistics / holiday / festival / disaster / strike / demonstration… it will be slower according to the incidents which we can not control.
If your order has not arrived after standard time, please contact customer service at contact page.
You can keep track of your order at any time by visiting orders track page.
My tracking number isn’t working.
I’d like to modify my order.
Once your order has been submitted, you may cancel it or modify address within two (3) hours of placing it by visiting Change My Order or reaching out to our Customer Service team at [email protected].
I’d like to cancel my order.
I’d like to return or replace my order
What payment methods do you accept?
We currently accept the following forms of payment:
Credit Cards: We accept Visa, American Express, Mastercard, and Discover
Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a pre-paid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.
PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout.
How secure is my payment?
We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.
On credit/debit cards, CVV verification is required before any order can be completed. Additionally, most credit cards and Paypal offer buyer protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.
Our website protects your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input at 128-bit strength. This is often symbolized on most web-browsers by a small padlock appearing on the bottom bar of the window and the address of the window changing from https:// to https://, meaning a secure connection. In the event that an order cannot be completed, please contact our Customer Service. If our website cannot establish a secure connection, we will not risk your confidential information (it will not be transmitted).
What is the security code?
Credit and debit cards have a security code located on them to offer additional protection. For most cards it will be a 3-4 digit number located on the back. For American Express cards, look on the front side for a 3-4 digit number.
Is my credit/debit card charged as soon as I order a product?
Yes, your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.
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