FAQs

Order information:
-Why didn’t I receive an email about order shipping information?
In general, after the order is shipped, a shipping confirmation email with a tracking number will be sent to the email address of this order.
-How to modify the address before shipping?
You can change/modify the size/color of the product, delete the product or change the shipping address. Please contact our customer service email to tell you what needs to be modified, and we will assist you in making the modification. But if the package has been shipped, we will not be able to make any changes.
-How to cancel an order?
After the order payment is successful, you will receive an order confirmation e-mail in the e-mail address you filled in the order.
Unshipped orders : Contact customer service within 24 hours after receiving the order confirmation email to notify the cancellation. Once the order is cancelled successfully, the refund will be returned to your payment account in the same way. At the same time, your email will also receive an order cancellation email .
-Why has the order not shipped yet?
After you place an order, in order to ensure the product quality of the order, we will have some customized products. We will mark the product description as "pre-sale". This period of factory production time does not include the delivery time.
Under normal circumstances, the time limit for logistics transportation is 7-10 working days.
However, please note that due to the recent global Covid-19 impact, the delivery time of your order will be delayed, causing inconvenience. Sorry for your understanding.

Package information:

How to check the status of my package?

You can enter your tracking number to query through the following URL:
https://www.track718.com/en
https://www.17track.net/en
https://www.ship24.com

You can check your logistics information updates within 3 working days after the shipping confirmation email with the tracking number is sent.

Why is my package sent separately?
The reason why your order was sent separately is as follows:
1) Your various commodities are located in different warehouses.
2) It takes extra time to prepare different products.
3) Customs or express delivery restrictions on the weight of packages.
When each package is shipped, you will receive an email notification, please be patient.

Why was my package being returned?
The reasons for this may be as follows:
1) The address is incorrect or incomplete
2) Invalid or unreachable phone number
3) Unexpected accidents lead to unsettled delivery
It will take some time for the package to be returned to the overseas warehouse of the logistics. Please be patient. We will contact you in time to provide the delivery address to reconfirm or provide a new delivery address. In order to ensure that you can receive the package in time, please cooperate in time Reply to our information confirmation.

How long does it take to get the refund to the account?
Refund methodl:
paypal 3-7 working days depending how the item was paid (e.g. Paypal balance, credit/debit or checking account). You can view the status of your refund from your Account History.
> Log in to your PayPal account.
>Click History
Please contact Paypal for any queries regarding the refund after the timeframe stated above.
Bank card 5-10 working days \ This delay entirely depends on your credit card company and its intermediaries.
Please kindly contact your Credit Company company for any related issues.

-The received merchandise does not match the description and is damaged and stained.
We are sorry that our products do not meet your requirements. We can resolve any issues related to the wrong product.
If the goods and pictures or pictures you received are stained or stained, please contact us by email and provide the following information:
1) Order number
2) Product name or SKU number or picture
3) A description of the problem and some clear pictures of the product
After receiving your inquiry and information, we will reply you as soon as possible.

Information about returns
-Inappropriate size
If you are not satisfied with the goods you received, you can apply for a return within 30 days after receiving the goods.
The specific steps are as follows:
If you are not satisfied with the goods you received, you can apply for a return within 30 days after receiving the goods. Return shipping costs are borne by yourself.
Process:
Receipt of the goods → dissatisfied → contact customer service → meet the conditions of return and exchange → customer service provides the return address, send the goods → email contact customer service to provide a screenshot of the return information → confirm receipt → refund
Declare non-returnable goods, free gifts, but I hope you can understand~
For more details, please refer to "Return&Refund Policy"
-The refund amount is incorrect.
If there is an error in our refund, I apologize to you first, please forgive me.
If this happens, please email our customer service team first, and we will provide you with assistance and processing as soon as possible.
Please pay attention to the following, which may affect your refund amount:
1. Shipping costs, only orders placed before delivery can be refunded.
2. Any discounts/points used when placing an order will be refunded according to the actual amount received after the discount.

Payment related information
-Can I pay in advance?
Dear customer, we are very sorry that we do not support prepayment, you can try paypal payment, credit card payment.
- Forgot to use the discount coupon?
Hello, I am glad to serve you!
Once the order is generated, we cannot add coupons for you, please understand.
If the order has not been sent, you can cancel the order and enter the coupon code to place the order again.
If your order has already been sent or you do not want to cancel the order, you can save the coupon code for use in your next order.
Hope to help you.
-My credit card payment was declined?
If you are unable to pay by credit card: Please check the details of your credit card information to make sure it is correct, including the expiration date, the cardholder’s name, the security code on the back of the card, and the billing address. Please make sure you have not reached the card limit or your bank is currently reviewing the card.
If your payment is still rejected, or the payment is unsuccessful, we suggest you try another card or payment method. For example, you can directly use your PayPal account to complete the payment!
If the above suggestions don't work, I suggest you can email us to get in touch.