Frequently asked questions
Ordering
Do I need to register an account to place an order?
No, you can also order as a guest. However, if you register an account with us, you will receive the following benefits:
Fast checkout process
Easy view of order status and history
Receive updates about our new products and special promotions
What if I forget my password?
On the login page, click on "Forgot your password?" and you will be redirected to a page where you can create a new password.
What if I enter the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address, but we cannot change your order.
Are there exchange rates?
All of our transactions are charged in US dollars. If your credit card is in a different currency, the total amount of your order will be calculated based on your card issuer's daily exchange rate on the day the transaction is processed.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal. We do not accept personal checks, money orders, bank transfers, debit cards or cash on delivery.
Is my online order secure?
When purchasing online with a credit card, all of your information is entered on an SSL-secured website. Your information is then encrypted using SSL and sent directly to our network of credit card providers, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.
How can I change or cancel my order?
We reserve the right to accept or decline an order, or any portion of it, at any time after receipt, even if the customer has received an order confirmation or their credit card has been authorized. If a credit card was authorized for the purchase and the order is canceled, we will refund your original payment method.
Cancellations after an order has been placed will be subject to a 30% cancellation fee regardless of when the order was placed (even if it was delayed by just a split second) as the merchant/credit card will charge us a cancellation fee.
Please note that orders that have already been packed or shipped cannot be cancelled.
How do I set my shipping address?
As our website and services are in English, all information entered (including punctuation) must be entered using English input methods. If your address contains non-English letters, we recommend using similar English letters. For example, you can change the letter "?" to "c".
Can I change my shipping address after an order has been placed?
Please note that your shipping address cannot be changed after your order has been processed or shipped. Please update your shipping address to a residential address, not a holiday address, as we cannot guarantee how long packages may be held by customs at your destination.
When will my order arrive?
Shipping Method: [The shipping method you selected is listed below.] After your order is shipped, we will email you tracking information the next day. Tracking information is usually available within 24 hours of shipment. We are not responsible for delays caused by your country's customs.
How can I track my order?
After your order is shipped, we will email you tracking information immediately. You will usually receive the tracking number one day after shipment.
Can I use multiple discount codes on one order?
Unless otherwise stated, promotional and discount codes cannot be combined with other promotions and discounts.
What should I do if an item is missing from my order?
If the item is still missing, please contact us immediately.
Shipping and Customs
When will my order be processed?
All orders are processed and shipped from our warehouse in China. Please allow longer processing times for orders placed during holidays and events.
We process orders Monday through Friday. Orders are processed within 5-7 business days of order placement and shipped the next day.
Please note that weekend shipments are not accepted.
If you have not received a tracking confirmation within 5 business days of completing your payment, please contact us.
How will my order be shipped?
For more information on shipping methods, please visit our Shipping page.
Will I be subject to duties and taxes?
The prices displayed on our website are in US dollars, excluding taxes, which means that you may be required to pay duties and taxes upon receipt of your order.
Once your order arrives at its final destination, it may be subject to import duties, taxes, and related customs fees. These fees are determined by your local customs office.
These fees and taxes are your responsibility and are not covered by us. We are not responsible for delays caused by your country's customs authorities. Please contact your local customs office for more information on these fees.
Does my order qualify for free shipping?
Orders that meet the minimum order value are eligible for free shipping, with the exception of
excluding discounted items, sale items and oversized/overweight items. Your order will be shipped via economy shipping.
Returns
How can I return my item?
If you are not satisfied with your purchase and wish to return it, please contact us within 30 days of receiving your order. Please include your order number and reason for return. Our customer service team will review your return request and provide you with further instructions once approved.
For a list of items sold, please refer to our Return Policy. All returned items must be in their original condition and packaging intact.
Will I be reimbursed for return shipping costs?
All return shipping costs and other incidental fees are the responsibility of the customer.
What if the item received is defective/incorrect/damaged? If the item received is incorrect, missing and/or defective, please contact us within 7 days of receiving your order. Once you receive your package, please include your order number, photos of the item, and any relevant references. We will do our best to resolve your issue as quickly as possible.
How long does the return process take?
It may take up to 14 business days for your return to be processed from the date we receive it. We will confirm your return by email once it has been processed.
When will I receive my refund?
All refunds will be issued to your original payment method. If you paid by credit or debit card, your refund will be processed within 7-10 business days of receiving your request for a refund or cancellation. If you have any questions, please contact your card issuing bank to find out when your refund will be credited.
If you have not yet received your refund, please follow these steps: Contact your bank/credit card company. It may take some time for your refund to arrive.