1. ORDERING
Do I need to have an account to order?
No, you can place an order as a guest. However, creating an account offers several benefits:
Faster checkout
Easy access to your order status and order history
Updates about new releases and special promotions
What if I forgot my password?
On the login page, click “Lost password?” You will be redirected to a page where you can create a new password.
What if I entered the wrong email address?
Please contact us as soon as possible so we can update your email address. We may also be able to change your name or shipping address, but we cannot change the products included in your order.
Are there any exchange rates?
All transactions are processed in US Dollars. If your credit card uses another currency, your final charge will be calculated according to the exchange rate applied by your card issuer on the date the transaction is processed.
What payment methods do you accept?
We accept major credit cards, including VISA, Mastercard, and American Express, as well as PayPal.
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 make a purchase using your credit card, your information is entered through an SSL-secured webpage. The information is encrypted and sent directly to our payment provider for authorization and approval.
Your full credit card information is not stored on our servers.
How do I change or cancel my order?
We reserve the right to accept or decline an order, or any part of an order, at our sole discretion, even after an order confirmation has been issued or payment has been authorized.
If your payment has already been authorized and the order is canceled, the refund will be issued to the original payment method.
Any cancellation made after an order has been placed may be subject to a cancellation fee equal to 30% of the total order value. This fee may apply regardless of how soon the cancellation request is submitted because payment processors may charge transaction and cancellation fees.
Orders that have already been packed or shipped cannot be canceled.
How do I enter my shipping address?
Because our website and services operate in English, shipping information should be entered using English characters and punctuation.
If your address contains non-English characters, please replace them with the closest English equivalent whenever possible.
Can I change my shipping address after placing an order?
Shipping addresses cannot be changed after an order has been processed or shipped.
Please use a permanent residential address rather than a temporary or vacation address, as customs processing and delivery times may vary.
When will my order arrive?
Delivery times depend on the shipping method selected at checkout.
Once your order has shipped, tracking information will usually be emailed within 24 hours. We are not responsible for delivery delays caused by customs authorities in the destination country.
How do I track my order?
We will email your tracking information after your order has shipped. Tracking numbers are usually available within one business day after shipment.
Can I use several discount codes in one order?
Promotion and discount codes cannot be combined with other promotions or discounts unless otherwise stated.
What should I do if items are missing from my order?
If an item is missing from your order, please contact us immediately and provide your order number and details of the missing product.
2. SHIPPING AND CUSTOMS
When will my order be processed?
Orders are generally processed within 2–3 business days after they are received.
Depending on the destination and product availability:
Orders shipped from our local warehouse usually arrive within 3–5 business days.
Orders shipped from our origin warehouse usually arrive within 10–15 business days.
Processing times may be longer during public holidays, promotional periods, or other peak seasons.
Orders are processed Monday through Friday. After processing is complete, orders are normally shipped on the following business day. We do not process or ship orders on weekends.
Please contact us if you have not received tracking confirmation within five business days after completing your payment.
How will my order be shipped?
For information about available shipping methods, delivery times, and other shipping details, please review our Shipping Policy.
3. RETURNS
How do I return an item?
If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of receiving your order.
Please include:
Your order number
The reason for the return
Photographs, when relevant
Our customer service team will review your request and provide return instructions if the return is approved.
Please review our Return Policy for information about final-sale and non-returnable products. All returned items must be unused, in their original condition, and returned with the original packaging intact.
Will return shipping costs be covered?
Unless the item is defective, damaged, or incorrect, return shipping costs and any related fees are the responsibility of the customer.
What if the item I received is defective, incorrect, damaged, or missing?
Please contact us within seven days of receiving your order if an item is incorrect, missing, damaged, or defective.
Include your order number, clear photographs of the item and packaging, and any other relevant information. Our customer service team will review the issue and work to provide an appropriate resolution.
How long does the return process take?
Return processing may take up to 14 business days from the date we receive the returned package.
We will send you an email confirmation after your return has been inspected and processed.
When will I receive my refund?
Approved refunds will be issued to the original payment method.
For credit or debit card payments, the refund will generally be submitted to the card-issuing bank within 3–8 business days after the returned item has been received and approved, or after an eligible cancellation request has been processed.
The time required for the refund to appear in your account may vary depending on your bank or card provider.
If you have not received your refund, please contact your bank or credit card company first, as additional processing time may be required before the credit is posted to your account.