FAQ
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 10% 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
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 buy one piece only.
3. What should I do if I want to add or remove the items in the cart?
Please sign in to your account and select the shopping cart on the top right of the page. You can view all of the items in the shopping cart. If you wish to delete an item from the cart, click on the "Remove" button next to the item. If you want to change the quantity for any individual item, please enter the new amount you wish to purchase in the "Qty" column.
Payment FAQs
1. What payment method do you accept?
We accept credit cards/debit card as payment methods:
A. Credit Card.
Including Visa, MasterCard, JCB, Discover, and Diners.
B. Debit Card.
Including Visa, MasterCard, and Visa Electron.
2. Can I change my billing or shipping information after making a payment?
Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please get in touch with our Customer Service.
Department as soon as possible during the order processing stage to indicate your request. We can ship to the new address if the package has not been dispatched yet. 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.
3. 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. The order status will show "Processing" if we have received payment.
4. Do you provide an invoice?
Yes. Once we have received an order and payment cleared, the invoice will be sent via email.
5. 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 ensure all transactions made on our site are authorized, and your future purchases will be processed as the 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. How do I change my shipping address?
If you wish to change the shipping address after placing an order, please get in touch with our Customer Service Department as early as possible during the order processing stage to indicate your request. We can ship to the new address if the package has not been dispatched yet. 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.
3. 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.
4. Do you ship to my country, and what are the shipping rates?
We ship worldwide. The shipping rate varies based on the item's weight and destination. 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.
5. Why is the shipping cost of some items so expensive?
The delivery cost depends on the selected shipping method, the shipping time, and the destination country. For example, if the shipping cost between UPS and FedEx is 10 US dollars, we advise choosing which option best meets your individual needs based on price and shipping time.
6. Does the product price include the shipping price?
Yes, the product price includes the shipping price.
7. 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 commonly available within the next few days of dispatch, and we will update the tracking information on your account.
8. 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.
9. Why is my tracking number invalid?
The tracking information usually appears after 2-3 business days following dispatch. If a tracking number is not searchable after this time, several possible causes exist:
A. The shipping companies have not updated the delivery information on the website with the most up-to-date status;
B. The tracking code for the package is incorrect;
C. The parcel was delivered a long time ago, and the information has expired;
D. Some shipping companies will remove the tracking code history.
We advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once further information is available.
10. If my items are detained by Customs, who is responsible for clearance of the items?
If Customs detain the items, the seller is responsible for clearance of the items.
11. What if Customs seize my parcel?
Please get in touch with us first if your items cannot be cleared from customs. We will conduct further investigations with the shipping company on your behalf.
12. How long do I wait until my order is sent out after payment has cleared?
Our handling time is 3 business days. Your item(s) will generally be sent out in 3 business days.
After Sales FAQs
1. How can I cancel my order before and after payment?
A.Cancellation before payment
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. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.
B.Withdrawing an order after payment
If you have already paid for an order and want to cancel it, please get in touch with our Customer Service Department as soon as possible.
If you are unsure about an issue relating to your order or wish to change it, please get in touch with our Customer Service Department and put the order on hold while you decide. That will suspend the packaging process while you make changes.
If the package has already been dispatched, we cannot 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. Please contact our 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 read and follow the instructions below. Please ensure that you understand our return policy and 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 show the problem with the item
D. Details of the requested replacement item: the item number, the name, and color
E. Your shipping address and phone number
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 so we can locate your order information.
The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.
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