Common problems

Order

Do I need an account to order?

No, you can also book as a guest.  However, there are some discounts if you have an account with us:

Fast checkout process
Easy access to order status and order history
Receive information about our latest product launches and special promotions
What do I do if I forgot my password?

On the login page, click on "Forgot your password?"  You'll be redirected to a page where you can create a new password.

What if I entered the wrong email address?

Please contact us and we can change your email address.  We may change your email address, name, and address, but not your order.

Is there an exchange rate?

All our transactions are based on US dollars.  If your credit card is in a different currency, your order amount will be calculated at the exchange rate on the date the transaction is processed by the card issuer.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.  We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?

When you buy online with a credit card, all of your information is entered into an SSL-secured website.  Your information is then SSL-encrypted and sent directly to your credit card provider's network, where your card and transaction are authorized and authorized.  Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right to accept or reject the order, or any part of it, at any time after receipt of the order, in our sole discretion, even after the customer has received an order confirmation or after the credit card has been authorized.  If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original payment method.

Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the total price, regardless of when the order is placed (even if only a second later), as the trade processor/credit card charges us a fee for cancellations.

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 service are based in English, all the information you enter must be in English, including punctuation.  If certain letters in your address contain non-English letters, it's recommended that you use similar English letters instead.  For example, you can change the letter "?" to "c".

Can I change my shipping address after I've placed an order?

Please note that your shipping address cannot be changed after your order has been processed or shipped.  Please update your delivery address to your residential address instead of your holiday address, as we do not know how long the customs at your destination will have the package on hold.

When will my order arrive?

The delivery time is based on the shipping option you have chosen.  Once your order has been shipped, we will send you tracking information via email the next day, as tracking information usually becomes available 24 hours after we have shipped your order.  We are not responsible for delays caused by customs in your country.

How do I track my order?

We will send you tracking information by email as soon as your order has been shipped.  Usually, you will receive the tracking number one day after we ship your order.

Can I use multiple discount codes in one order?

Promo codes and discount codes cannot be used in conjunction with other promotions and discounts, unless otherwise stated.

What do I do if I am missing items in my order?

If something is still missing, please contact us immediately.

SHIPPING AND CUSTOMS

When will my order be processed?

All orders are handled and shipped out from our warehouse in China.  During holidays and sales periods, you need to allow extra time to process your order.

We process orders between Monday and Friday.  Orders are processed within 2-3 business days from the order date and are shipped the next day after the processing day.  Please note that we do not ship on weekends.

Please contact us if you do not receive a tracking confirmation after 7 business days from the day you completed the payment.

How will my order be shipped?

For shipping methods, please read our page on shipping.

Will I be charged duties and taxes?

The prices displayed on our website are tax-free in US dollars, which means that you may be responsible for paying duties and taxes when you receive your order.

Import taxes, taxes, and related customs fees may be charged when your order arrives at its final destination, which is determined by your local customs office.

Payment of these duties and taxes is your responsibility