Frequently Asked Questions
Q: Is it mandatory to have an account to place an order?
A: No, you can also place an order as a guest. However, having an account with us comes with certain benefits such as:
- A faster checkout process;
- Easy access to order history and status;
- Timely updates on our new releases and special promotions.
Q: What is the recommended course of action in case of a forgotten password?
A: To regain access, please navigate to the login page and select the option "Lost password?". This will redirect you to a specific page that enables you to create a new password.
Q: What should I do if I have entered the wrong email address?
A: To ensure the successful update of your contact information, including your email address, name, and physical address, please contact us using the provided means of communication. Note that while we are able to update your contact information, we are unable to modify your order. To prevent any delivery issues, please provide your complete and accurate address details. Failure to do so may result in the package being returned to us or your request being ignored. We appreciate your cooperation in this matter.
Q: Are there any exchange rates involved in transactions?
A: Please note that all our transactions are conducted in US Dollars. If your credit card is denominated in another currency, your order total will be calculated based on the daily exchange rate determined by your card issuer on the date of the transaction.
Q: Which payment methods are accepted by the vendor?
A: We accept payments made using all major credit cards such as VISA, Mastercard, and AMEX, as well as through PayPal. However, we do not accept payments made via personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Q: What measures are taken to ensure the security of online transactions?
A: We employ SSL encryption technology on our secure web page to safeguard all credit card information entered during online purchases. Upon entering your information, it is SSL-encrypted and forwarded to our credit card provider's network, where it is authenticated and approved. Rest assured that we do not store your credit card details on our servers.
Q: What are the steps to modify or cancel an order?
A: To change or cancel an order, please send an email to [email protected] immediately. Once an order has been processed and/or shipped, cancellation is not possible. In the event of a successful cancellation, a $0.5 fee will be charged to cover restocking fees and credit card refund charges.
Please note that any cancellation made after an order has been placed will incur a $0.5 fee, regardless of the time elapsed since the order was placed, due to the merchant processor/credit card charges for cancellations. Orders that have been packed or shipped cannot be cancelled.
We reserve the right to accept or decline any order, or any portion thereof, at any time, even after the customer receives an order confirmation or after credit card authorization. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Q: How do I input my shipping address?
A: To ensure proper processing of your shipping address, please use only the English language input method, including punctuation, on our website and service. If any part of your address contains Non-English characters, we recommend using similar English equivalents. For instance, you may substitute "?" with "c".
Q: Can I change my shipping address after placing an order?
A: If you wish to modify the shipping address for your order, please contact us immediately at [email protected] However, if your order has already been processed and/or shipped, we will be unable to make any changes.
Q: When can I expect to receive my order?
A: The delivery time is dependent on the shipping option you have selected. Once your order has been shipped, we will send tracking information via email on the following day, as tracking data typically becomes available 24 hours after shipping. Please note that any delays caused by customs in your country are beyond our control, and we cannot be held responsible for them.
Q: What is the process for tracking my order?
A: The tracking information for your order will be sent to you via email once the order has been shipped. Generally, you can expect to receive the tracking number one day after the order has been shipped.
Q: Can I apply multiple discount codes to a single order?
A: Unless explicitly stated otherwise, promotion and discount codes cannot be combined with other promotions or discounts.
Q: What should I do if I receive an incomplete order?
A: If any items are missing from your order, please get in touch with us right away.
Q: What is the processing time for my order?
A: All orders are fulfilled by our warehouse. During holidays and sale seasons, there may be additional processing time.
Order processing takes place from Monday to Friday. Orders are typically processed within 2-3 business days from the date of purchase and shipped the next business day after processing. Please note that we do not process or ship orders on weekends.
If you have not received tracking confirmation within 5 business days from the date of payment, please contact us for assistance.
Q: Are there any customs and tax charges that apply to my order?
A: The prices listed on our website are tax-free in US Dollars. However, it is possible that you may be required to pay for duties and taxes upon receiving your order.
Your local customs office will determine any import taxes, duties, and other related customs fees that may be levied upon the arrival of your order to its final destination.
It is your responsibility to pay these charges and taxes, and we will not cover them. We are not responsible for any delays that may be caused by the customs department in your country. For more information regarding the charges, please reach out to your local customs office.
Q: What is the process for returning an item?
A: If you are unsatisfied with your purchase and wish to return an item, please reach out to us within 30 days of receiving your order. Please include your order number and explain the reason for the return. Our customer service team will review your request and provide additional instructions if your return is approved.
To view our Returns Policy and a list of final sale items, please refer to the appropriate section. All returns must be in their original condition, with the packaging undamaged and intact.
Q: What is the process if I receive a defective or incorrect item?
A: In the event that you receive merchandise that is incorrect, missing, and/or defective, please contact us within 30 days from the date of receiving your order. Please provide us with your order number, photographs of the item(s), and all related references upon receiving your package. We will make every effort to resolve your case promptly. Please note that the returns process may take up to 14 business days from the day we receive your return. We will notify you by email once your return has been processed.
Q: When will I receive my refund?
A: All refunds will be credited back to your original form of payment. If you made your payment using a credit or debit card, the refund will be sent to the card-issuing bank within 7-10 business days after we receive the returned item or cancellation request. Please contact your card-issuing bank if you have questions regarding when the credit will be posted to your account. If you have not received a credit for your return yet, please contact your bank or credit card company. Please note that it may take some time before the refund is posted to your account.