FAQ

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new arrivals, flash sales and special promotions

What if I forgot my password?

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

What if I typed the wrong email address?

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

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX, Discover®, Diner's Club, JCB) 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 purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives 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 method of payment. 

 

Any cancellation made after an order has been placed, will be subject to a cancellation fee of US$0.75 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

 

Please note that any orders that have already been packed or shipped cannot be cancelled.

How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your permanent residential address instead of your temporary / holiday / vacation address as we do not know how long the destination's customs department will have the package on hold.

When will my order arrive?

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

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

You can track your order here.

Can I use several discount codes in one order?

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

I ordered 2 items, why did I only receive one?

When you order multiple items at a time they will be sometimes be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they will get to you! Or send us an email to check what is happening with second product.

What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately at contact us page

How can I buy in bulk at wholesale price?

We don’t yet have a fully-fledged wholesale program, but we are actively collecting interest. Feel free to reach out, and we’ll keep you in mind when we get the program up and running. Send us an email if you would like to buy in bulk / wholesale.

 

SHIPPING AND CUSTOMS

Do you ship internationally?

We ship to just about everywhere on Earth with various shipping & tracking options. Please note that any taxes, duties, or fees incurred are the responsibility of the recipient. For more information see our shipping policy page. Feel free to contact us if you have any questions related to international shipping.

When will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 

 

We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

How will my order be shipped?

For shipping methods, please read here (shipping page) 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

 

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

Is my order eligible for free shipping?

Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.

RETURNS

How and where do I return an item?

If you are not satisfied within the first 30 days of your purchase, we will accept a return and process a refund.
Guaranteed! We do however require a receipt or proof of purchase to complete your return.

 

Please do not send your purchase back to the manufacturer in case there is a different address mentioned on the packaging. To return your product, please send us an email to on our contact us page, and we will notify you of the most appropriate address nearest you for the return.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

All returns must be in original condition with packaging intact. Please read our Returns Policy.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What is your returns policy?

Our refund and return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please read our Returns Policy.

What do I do if an item is damaged/defective/incorrect?

If you receive an item that is damaged or defective, you can file a complaint with us. Please contact us within 7 days of receiving your order if you received merchandise that is damanged, incorrect, missing, and/or defective.

 

To process this, we would need:

  • The order number
  • A brief description about how the damage/defect has arisen.
  • 4-5 informative pictures, with a desciption, for documentation purposes. The defect must be clearly visible on at least one of the images. In addition, we would need complete photos of the product e.g. one from the front and one from the back.

 

You can send the pictures via email us on our contact us page. We kindly recommend you to use either ZIP, RAR or JPEG format when sending your pictures. Once we receive the photos, we will review your request as quickly as possible. You will receive feedback from us within a few days on how to proceed.

 

We are unable to accept reclamations for the following defects:

  • Wear and tear incurred during every day use of the product
  • If an item was not explained as being waterproof and was then incorrectly used
  • Damage due to incorrect or intense usage
  • Damage due to external factors, such as friction, sharp objects or chemicals

 

We make it a priority to keep our customers happy, so we will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund for returned items?

Once we have received and inspected your returned items, we will notify you by email of the approval or rejection of your refund. If your refund request is approved, your refund will be processed immediately. Usually it takes up to 7-10 days to appear on your card statement. In extremely rare cases it can take up to 14 days.

 

Your money will automatically refunded to the payment method you used to make the purchase:

  • If the payment was made using a debit or credit card, the money will be refunded to the bank account linked to the card.
  • If the payment was made using PayPal, the value of your return will be refunded to your PayPal account.

 

Please contact the card-issuing bank with questions about when the credit will be posted to your account.

How can I check for late or missing refunds?

If you haven’t received a refund yet, first check your bank account again.

 

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted to your account.

 

If you’ve done all of this and you still have not received your refund yet, please contact us at our page.

How can I make an exchange?

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at our contact us page, and we will do our utmost best to assist you with the exchange of your product.

 

If the item was marked as a Gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

 

If the item wasn’t marked as a Gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.