Frequently Asked Questions
Q: The payment can be canceled after the payment?
A: If your payment has been confirmed, you will receive our system email of confirmation in a working day（check your junk mail box in time). If still not received any payment confirmation email, can contact us to find out the status of the payment timely.
Q: How do I know whether my payment went through or not?
A: contact us through email or through the item of “contact us” on our website.
Q: How to inform us of the relevant information after payment?
A: If your payment has been confirmed, you will receive our system email of confirmation in a working day（check your junk mail box in time). If still not received any payment confirmation email, can contact us to find out the status of the payment timely.
Q: How long will payment be confirmed?
A: If your order has not been shipped out yet, you can cancel the order and receive a full refund, and if your order has been shipped out, you can’t cancel the order, hope you could understand it.
FAQ Order
Q: How to edit orders?
A: A. Go to "my order"
B. click the order details link to change
Q: Can I return my package if I don’t like it?
A: We can’t accept refund and return if the product has found no problem after examination. If the product has found not quality problem or not send wrong items, you should pay it on yourself if you want to return it.
Q: Does my package need a signature?
A: Most international shipment require a signature for delivery, but you can not to do this if there is a special shipping route in your country.
Q: I’ve just conformed my order, can I add other item to it?
A: Once you've placed your order, you can no longer add items to this order. You will need to complete a separate order to purchase the additional items. If you contact our Customer services and let us know both order numbers, we'll be happy to refund you the additional delivery charge.
Q: When will I receive conformation that my order is on its way to me?
A: Once your order has been confirmed, we will pick and pack your items and then you will receive a confirmation email.
FAQ Account
Q: Why should I create an account?
A: Check the status of your current order and keep track of previous orders. Contact Customer Service with questions, order update, and general assistance. Store your shipping and payment information to ease checking out process. Ask questions and/or write reviews about a product. By adding a product reviews, you can enter to contests to win prizes. Add an item to “My Favorites” so that you can purchase in the future.
Q: How can I change, correct, or update the information on my account?
A: go to Account, then click the edit to change.
Q: How do I create or change my password?
A: If you're an existing customer in our website, you can easily create or change your password by visiting "My Account" and click on "Password". If you're a new shopper, please create a new account or choose to create a password at the end of your first order.
Q: Is my account safe?
A: Yes, our website uses encryption to protect all sensitive information.
Q: How do I modify my account details?
A: You just need to click on the Account link located in the top right hand corner of our site. Sign in with your User ID and password, make the changes you want and save them.
Q: How do I get a account?
A: You must register for the website and click My Account, and then click Join US in the lower right, and then write your information, and submit the information.
FAQ Returns & Refunds
Q: Can I return the package if I don’t think it is the correct one?
A: We always checked the orders and products twice before shipping, so please check again. Or you may send the sample to any lab to have a detection, If any error is according to the results, you can contact our customer service to ask refund or return.
Q: Can I get a full refund if I cancel the order?
A: You can contact us timely to cancel the order and then get the full refund before we ship out the package, but if we have shipped the package, you should not neither cancel the order nor get full refund.
Q: Will you resend items if my package is detained or lost?
A: Yes. If you choose the delivery of EMS/EUB/USPS, we will resend the items (according to specific conditions of different countries) and without any extra fees after your package was detained or lost more than 21 days.
Q: Can I get a full refund if I don’t want resend?
A: Yes. We will give you a full refund. Please provide us your related payment information, we will provide a full refund within 2 working days.
Q: I will get my refund via what kind of channel?
A: We recommend that you choose PP or BTC to receive the corresponding refund.
FAQ International shipping & delivery
Q: I accidentally placed my order with the incorrect shipping address. What should I do?
A: If you’ve just finished placing your order, please contact us ASAP and we’ll update the address before the order ships from our fulfillment center. Please contact us ASAP for further assistance so that we can help get your order to you.
Q: What are your holiday shipping cut-off times?
A: Shipping cut off times change with every holiday. To ensure the most updated information is available contact our Customer Care team by phone or email for additional information.
Q: How do I check the estimated delivery date of a product?
A: On the website product page, please choose your shipping city to view the estimated delivery time for that product.
Q: How many delivery attempts will your website make if I am unable to receive my package?
A: We will make 2 or 3 attempts to deliver your package. Delivery attempts are normally done 10-15 days after the item is returned to us.
Q: May I refuse to sign for the parcel if I find the product has been broken or damaged?
A: Yes. While we take every step to ensure customer orders reach their destination in perfect condition. In all such cases, please contact our Customer Service immediately who will be happy to walk you through the process of getting a replacement
Q: Do you ship internationally?
A: Sure! We ship to as many different international destinations as possible and are trying to expand our fulfillment centers to as much countries as we can! If you want us come to your countries earlier, invite more friends to register on our website!