Frequently Asked Questions (FAQ)
What form of payments do you accept?
We currently accept PayPal and all major credit/debit cards!
Will my card be charged when I order?
All customers are charged at the time of purchase as this is how our website platform functions. We apologize for any inconvenience caused.
What type of currency will I be charged?
Currently, our platform accept USD only. We apologize for any inconvenience caused.
Can I apply more than one discount code onto my order?
Unfortunately, no. As per our Discount Policy, only one discount code can be applied onto a single order.
The item's price has changed after I purchased, can it be apply on my order?
Unfortunately, no. The initial item's price will apply since there is no ongoing promotion during the time of purchase made.
When I place an item into my cart or wish-list, is the item then reserved for any period of time?
Placing an item on your cart and/or wish-list does not reserve the item.
Available inventory is only assigned after you place your order and you shall receive an email confirmation that confirms we have received your order..
How can i remove the item from my cart or wish-list?
Item can be removed at the cart/wish-list before check-out or purchase confirmation.
Do you have a customer service phone line that I can call?
Unfortunately, we do not have a phone line at the moment. We ask that all customer service inquiries be submitted in writing to email@example.com so that we can better assist you.
How long do I normally receive a replied for my inquiries?
Normally, it takes within 24 to 48 hours for our customer service agent to reply but feel free to send us a follow up email just in case you haven't heard anything from us.
When will my item's Tracking Number be available?
Tracking Numbers are usually generated within 3-5 business days, and may take up to another 7 days to have updated tracking information depending on the efficiency of our shipping partners.
Tracking Numbers will be sent via email to our customers, even before the tracking information is ready.
My Tracking Number's status is showing "Not Found", should I be worried?
No. In some cases, Tracking Numbers could take 3-7 days to have an updated status.
Tracking Numbers without updated information is not an indication of idle parcel or inactivity. Most of the time it merely means that the shipping company did not update their system on time, even when packages are shipped within the usual time frame.
How long should I wait for my item to be delivered?
All items (domestic or international orders) will take an estimated 20-35 business days to be processed and delivered.
Kindly also take note that in certain unforeseen cases, such as customs stops that resulted in additional delays, we will not be held liable.
There will also be expected delays to all shipments in a holiday season, due to the heavy volume of shipments that our shipping partners have to handle.
Also, there might be expected delays to most shipments of the affected country/state, due to natural occurrences i.e blizzard, etc.
We are constantly working on improving our operation and shipping procedures with our shipping partners. We sincerely apologize to our customers if any inconvenience caused regarding the shipping time.
Can I expedite/delay my Order Delivery?
Customer can make special inquiries by submitting email to firstname.lastname@example.org so that we can assist you better.
To expedite the delivery time, extra charges for courier service may take place.
Do you have a fulfillment center in USA or EU?
Unfortunately at this moment, we have to operate our fulfillment center in China to keep the cost manageable. Due to this reason, we have to make necessary compromise on shipping time.
However, we are in the midst of testing and moving our fulfillment center to the USA. We sincerely ask for our customers' patience as we work to improve our fulfillment operation.
Will my order comes in one package?
Different items take different time to be shipped and delivered, due to a variety of factors such as weight, dimension, customs complication, etc.
Therefore to speed things up for our customers, we sometimes ship items in one order out separately. It is perfectly normal to receive certain items of an order partially first, and others later.
Why was my order arrived without a battery?
Oftentimes we have to remove batteries or other sensitive components from an order to avoid custom complications during its shipping phase. Sensitive components such as battery, liquid, powdered material, and etc. often get stopped and destroyed during delivery. Therefore to protect your parcel, we will remove these components from your order before proceeding to delivery.
Will I be notified on my order's status?
Yes! You will receive a confirmation email after you have placed your order, and another when your order is shipped out.
Am I entitled for a replacement if the item is damaged?
Yes. Upon receiving the item, customers have 7 days to request for a replacement. If the item's defect is deemed valid, we will send another replacement to you.
Why does my item looks different from advertise?
Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.
Is there any exception to my right for a refund?
Yes. Certain items are non-refundable by nature. Once sold, returns will not be accepted. Example of such item is Underwear / Undergarment / Bra, where we could not re-sell the returned item due to hygiene reasons.
How do I cancel an item(s)/order?
Every cancellation request have to be submitted to our customer service at email@example.com within 12 hours from the time of purchase. All orders will be processed and can no longer be cancelled AFTER 12 HOURS of purchase. A processing fee will be deducted on your refund for any item/order cancellation.
Where is your company located?
We are a group of close friends who have known each other since 1998.
Working together in different countries spreading over all of the world.
Currently, our HQ is in Vancouver, Canada. Our warehouse and fulfillment center is in China.
Our business's finance, customer service, and other functions are operated in locations across Asia.