FAQ
Order
How do I change my shipping address once my order is placed?
We can only update your shipping address before shipment.
To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
Once your package shipped, we will not be able to change the shipping address. And we are unable to cancel an order after shipment.
How do I change/modify my order?
Please note that we can help you modify your order before shipment.
It includes changing the size or the color of an item, removing an item, changing your shipping address.
Once your package shipped, we will not be able to change anything.
How do I track my orders?
Tracking your order is simple and easy to do. We will send you an email letting you know once your order has shipped. Also, you can contact us to get your tracking number.
How do I cancel an order?
To cancel a paid order, you will need to contact us and send all the necessary information. We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled.
Why didn't I get an email about my order being shipped?
We will send you an email once your order has shipped. If you did not receive an email, you may have entered your email incorrectly or it could of went to your spam folder. It normally takes 2-5 business days for us to process your order and we will then ship your package out. If you have not received an email about your order being shipped within 7 days of the date you placed your order then please contact us.
Delivery
How to change my shipping address?
If your order is paid successfully, you cannot change it directly on your end.
Why is the tracking number not working?
When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (3-7 days) to see any activity once it has shipped out from our end.
Why hasn't my shipping information been updated?
Sometimes it takes the information some time to update. Sometimes the shipping company has not updated the package information.
How come my package shows delivered but I have not received my package?
Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. If you cannot find it, check for your package with the shipping company then. Remember to bring your ID! If you still cannot find your package neither, please do not hesitate to contact us.
Why was my order shipped separately?
We will send your order as soon as possible. So your order might have shipped separately from our different warehouses based on stock.
You would be able to receive certain items sooner than others from our other warehouses.
Why was my package returned?
There are multiple reasons your package might have been returned to us.
1. Wrong or incomplete address
2. Invalid phone number
3. Unable to deliver
Please contact the shipping company for more information or you may contact us so that we may assist you better.
Do I need to be at my shipping address when my package is delivered?
Sometimes your package requires a signature for it to be delivered. You may contact the shipping company and ask them details about your package with the tracking number we have provided. If you missed the delivery, please contact the shipping company to arrange for them to redeliver or for you to pick up the package.
What should I do when tracking updates show my package was returned?
Please contact the shipping company and remember to provide your tracking number to find out more information. If you still can not find your package, please contact us as soon as possible. We will be more than happy to resolve this issue.
Return
What is your return policy?
We accept return for refund within 7 days after delivery date （the date you received your package）.
Returning shipping fee is non-refundable. We will only refund the amount you paid for the items but not for services.
More details, you may please pay attention to our Return Policy.
I still haven't gotten the refund in card. What is status of my refund?
If we said we will refund to your credit card, the whole process may need 14-30 days as you card bank need to process the refund to you.
We could refund to your card account in 24 hours. But you card bank need 14-30 days to transfer the money to your card account.
We can't control the processing speed of your card bank. Please ask the card bank for detailed information.
We apologize genuinely for the inconvenience caused and thanks for your kindly understanding.
Will I get full refund for my return?
We will offer a full refund on all items you returned （exclude return shipping fee and unreturnable items）.
PAYMENT
Why am I being asked to authorize my order?
Detailed personal information may be required to authorize your order. If you have been asked to authorize your order it has been randomly selected and placed on hold by our fraud prevention team for further verification. It is our responsibility to protect our shoppers from any unwanted billings. If the order has not been authorized after one week, we are forced to believe it is fraudulent and the order will be subject to cancellation without further notice.