FAQs

Thank you for visiting our shop online. Here we are providing the frequently asked questions as well as the answers to you. We hope it make you clear and informative for your online shopping.

 

How could I place an order?

As your inquiry, we are glad to guide you enjoying the easy shopping on our website. Just follow these steps below: 

1.Pick your favorite merchandise. (Any help, please contact our sale rep online) 

2.Click the “Add to Cart” button on product page, going forward to your shopping cart.

Want to buy multiple quantities of an item in your Shopping Cart? Change the number in the Qty. box.

Want to remove an item from your Shopping Cart? Click the Delete button at the right of any item in your cart.

3.If you want to buy more items, you just need to continue shopping on our site. Or else, go to check out.

4.In this step2, please confirm your shipping address correctly. And continue to checkout.

5.Please select the payment way which your prefer. 

6.Last step, you just need confirm and then turn to payment page to pay the order.

7.Then you have completed your order. We will process your order in two days and ship it out! And it will take about 7-15 business days to your door!

Why is the payment method I want to use not available?

During Anniversary Sale, a large amount of payments are being processed at the same time. Some online payment providers may experience an overload and temporarily take their service offline. We suggest that you use another payment method to place your order or wait and try again later.

I got an error message during the payment process. What should I do?

If you got an error message on our website, please check your order status.

* Because we process a lot of payments at the same time, it might take a while before the order status is updated. We hope we can count on your patience and understanding.

* For some payment methods, you might get redirected to another page of a third financial party. If you received an error message here, it is best to get in touch with your payment provider directly.

Besides, you can contact us and input order number there for further checking.

I have paid for my order. Why does the order status still say Awaiting Payment?

Credit/Debit Card

Please check whether you have placed repeat orders with the same price and same product from the one seller, but only paid for one of them. 

Note: please confirm with bank if extra money was deducted from your account.

If you did not place any repeat orders, please contact your card issuer to check whether the payment was actually deducted from your account. If your bank confirms that the money was deducted by us, please contact us and provide us your bank statement.

I paid for my order already, but I havent received a message from my bank. Whats going on?

Because we are processing a high of amount payments at the same time, it might take a bit longer than usual before you get an update from your bank.

If the order status says: Payment being verified, it means we’ve already started processing your payment.

Please check your order status again in 6 hours.

Why has my order been closed?

Sometimes orders are closed for security reasons. If you received an email from us please follow the instructions. If you do not receive email, you can try to place the order again later.

My order has been closed. When will I get my refund?

If your paid order has been closed/canceled, your payment will be refunded to your account. This normally takes about 3 to 20 working days. Please wait patiently to receive it in your account.

Why is my payment being verified again while the payment has already been confirmed?

We normally do another round of internal verification to ensure payment safety. This normally takes no longer than 24 hours.

Successful verification > the orders status will be changed to 'Awaiting Shipment'.

Unsuccessful verification > order status will be changed to 'Closed'.

The payment has been deducted from my account more than once. What can I do?

Kindly note duplicated payments will be automatically refunded. It takes about 3-20 working days to update into your account.

How long does the shipping take?

As usual, it will take 7-15 business days to arrive at your door. Besides, we will process your order within 2 days, and ship it out. Tour parcel can be tracked online.

How do I track my order?

After we send out your order, we will email you the tracking number and tracking links to your registered email address. Simply enter this information into the proper fields and click on the track button.

Please contact us via email if you need further tracking assistance.

What do I need to do if I want to cancel my order after it being placed?

Please contact us within 12 hours if you want to cancel or change the order. 15% of the order amount will be charged as the extra commission. Please think about this. We are unable to accept cancellation for products that have already been shipped.

If there is a problem with the goods I have received, what should I do?

If there is any problem with your order, please contact us immediately. Inform us of the problem with your order and we will give you instructions. 

What should I do if the shipment is lost or stolen?

It is unlikely in that case. But if the goods damaged or lost, we will resend you another for compensating. But if the postal service delivers the goods to the wrong address you provided or you have moved of changed your address without notifying us in advance, we can do nothing to recover your order.

I made a mistake with my order and it's status says Shipped, what should I do?

If the order have already left then we can not make changes to the order. Please wait until you receive your order, or you can contact us, we will send you the further instructions.

I am looking for the items that are not listed on your site, can you provide them?

If in this case, please contact us with a picture, a serial number or the model number of the goods. The more details were given, the easier and quicker to locate the goods in the factory.

Does the store secure to visit?

Yes, absolutely! Security is always given the top priority at our store and all of your personal information will be treated as confidential and we won't leak any of your information to other third part. We will keep them on a secure server and will fully comply with all applicable Data Protection and consumer legislation on our part. We ensure the security of all transaction data by using advanced security solution provider.

I have not received my order. What can I do?

If you haven’t received your order, please try the below methods to solve the problem:

Method 1. You can track your order with the tracking number given by the seller: Go to My Orders > Locate the order > and Click Track Order. 

If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status. You can also contact the seller for more shipping information. You may leave a message on the order details page or click Contact Seller/Contact Us on order list page.

Method 2. Contact the seller for more information. If that doesn’t work, you can always apply for a refund by opening a dispute. Make sure you do this before your Buyer Protection has ended.

Method 3: If you didn’t receive your order and have no any parcel number, please Contact Seller/Contact Us to chat with our Customer Service Team for more information.

The product I received does not match the description. What can I do?

If you are not satisfied with the product you received, contact the service to send them a message and agree on a solution.

If that doesn’t help, you can apply for a refund by opening a dispute.

I have not received my refund on my credit card yet. What can I do?

If you paid with a credit card, the money will be refunded to your card by system. It usually takes around 3-25 business days for the money to arrive.

If the refund process is marked "complete" but it looks like you did not get your money back yet, please check your bank account first. Some refunds are booked on the date of the purchase.

For example: a customer paid for his order on January 15. He applied for a refund 2 months later. However, the bank showed the refund on the same date as his purchase. If after carefully checking your bank statement (as suggested above) you still cannot find your refund, please contact our customer service team.

Note:

1. The bank statement should have an official stamp.

2. Please provide a bank statement from 2 days before the purchase date until 10 business days after the (completed) refund date. For example, if you paid for an order on November 11 and your refund was completed on November 24, please send us the bank statement that shows payments from November 9 - December 8.

3. Mark the purchase of the specific order in your bank statement so that it easy for us to find.

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