1. Orders & Delivery
Where is my stuff?
If you have not received your order, please check the tracking information provided in the shipment notification email. You can also log into your account and go to the "orders" page to track the status of your order. If you have further questions, feel free to reach out to our customer service team(firstname.lastname@example.org) for assistance.
Why I only received part of my order?
If you purchased multiple products via one order. It's possible that your order was shipped in multiple shipments. Please check the shipment notification email you received for tracking information and details about the items that have been shipped. If you have further questions or concerns, you can log into your account and go to the "orders" page for more information, or contact our customer service team at email@example.com for assistance.
How can I change my delivery address?
To change your delivery address, please contact us ASAP at firstname.lastname@example.org, our customer service team will assist you with it.
Please note that address changes can only be made before the order is shipped. Once the order is in transit, we may not be able to modify the delivery address.
2. Order Cancelation:
How do I cancel an order?
Buyer's mind changes or due to some unforeseen circumstances need to cancel the order, the following steps apply:
If the order hasn't been shipped, contact our customer service team at email@example.com to cancel the order and avoid any unnecessary complications.
If the order has been shipped but not yet delivered, we will promptly work with the courier to intercept the package. Upon successful interception and return, a full refund will be issued.
If the order has been delivered or interception is unsuccessful, we will communicate with the you to arrange a return. Once the product is returned to our warehouse, we will process a refund for the item.
What type of payment do you accept?
We accept Amazon, AMEX, Apple Pay, Diners Club, Discover, Meta Pay, Google Pay, MasterCard, PayPal, Shop Pay, Venmo, Visa and so on.
Why has my payment failed?
Here are common reasons for payment failures:
① Insufficient Funds: Ensure enough funds or available credit.
② Incorrect Details: Double-check accurate payment info.
③ Expired Card: Verify card validity.
④ Provider Issues: Technical glitches may occur.
⑤ Bank Security: Banks can block suspicious activity.
⑥ International Limits: Check card authorization.
⑦ Daily Limit: Confirm the bank's transaction cap.
⑧ Payment method Restrictions: Some methods might not be supported.
If issues persist, contact your bank or payment provider. Reach us at firstname.lastname@example.org for help.
If you have received a faulty or damaged item, please follow these steps:
①Document the Damage: Take clear photos or videos of the damaged item, including any packaging if it's visibly affected.
②Contact Us: Reach out to our customer support team at email@example.com. Provide your order number, a description of the damage, and the photos/videos you've taken.
③Assistance and Resolution: Our team will review your case and provide guidance on the next steps. This may involve arranging a replacement or return, depending on the nature of the damage.
④Return Process: If a return is required, we will guide you through the return process and provide you with a return label if necessary.
⑤Replacement or Refund: Once we receive the damaged item and inspect it, we will either send you a replacement or process a refund, based on your preference and our return policy.
Missing accessories or damaged parts
If you've received your order and find that it is missing accessories or has damaged parts, please follow these steps:
①Check Contents: Carefully inspect the package and all contents to ensure that you haven't missed any accessories or parts.
②Contact Us: If you find that there are missing accessories or damaged parts, please reach out to our customer support team at firstname.lastname@example.org. Provide them with your order number, a description of the issue, and any relevant photos if applicable.
③Resolution Process: Our customer support team will assist you in resolving the issue. Depending on the situation, we may send you the missing accessories or parts, or arrange for a replacement or solution.
If you have received the wrong item, we apologize for the inconvenience. Please contact us at email@example.com and provide your order number, a description of the wrong item, and the photos/videos you've taken. We will promptly initiate the process to check and confirm the correct item will be sent to you as soon as possible. Meanwhile, we also provide a pre-paid shipping label for returning the wrong item.
What is your refund policy? When will I see my refund in my account?
Once we receive a returned product, our warehouse team will inspect it to ensure it meets the return criteria.
If the product is in its original condition and free from misuse or damage, and if the product itself has manufacturing defects or damage caused during shipping, we will process a refund or replacement within 1-3 business days. The refund will be issued to your original payment account.
Please note that the time it takes for the refund to appear in your account may vary based on your bank or payment provider.
Intentional damage is not allowed. If the returned product is intentionally damaged, we reserve the right to withhold compensation for any loss.
Please be aware that certain items, such as clearance or end-of-sale items, may not be eligible for return or replacement. These items will be clearly indicated at the time of purchase.
The cost of the product and the shipping fees for some items will be fully refunded. However, additional expenses not included in the original order, such as personal modifications or secondary transportation of the product, are the responsibility of the buyer.