1. What do I have to pay for an order?
Your total payment = product prices + shipping fee + tax*
- If you have discount code, it will be applied to product price subtotal
- Shipping fees are different for each location.
- Tax is only required in some countries, detailed explanation can be found in Shipping and Delivery FAQs.
- Kindly double-check your total amount on the Checkout page before placing an order.
2. How do I change or cancel my order?
You will have 2 hours after placing an order to cancel the order yourself. To cancel, kindly check the order confirmation email and access the tracking link from there to cancel.
After this timeframe, if you wish to cancel or change your order details, please contact us within 12 hours upon confirmation of the order via email@example.com or live chat box, our Customer service representative will check and confirm if you still can cancel.
Please keep in mind that any cancellations after 12 hours upon approval of the order will no longer be allowed.
3. Can I change my shipping address after placing an order?
If you wish to change your shipping address, please contact us at firstname.lastname@example.org within 12 hours after placing your order. Our Customer service representative will check your order and confirm ASAP.
Your shipping address cannot be changed after the order has been processed or shipped.
4. What kind of address should I use for shipping?
Kindly update your shipping address to your residential address instead of your vocational one as we do not know how long the destination's customs department will have the package on hold.
Shipping & Delivery
1. Where do we ship from?
We are a US-based company operating with 3 fulfillment centers. We have warehouses in the U.S, UK, and Australia. All orders are shipped from the warehouse closest to the shipping address provided at checkout.
Processing time for personalized items may take longer than normal, from 5 to 7 business days. Once the shipment is loaded on the plane, estimated delivery is 5-8 business days for the United States, and 18-24 business days for other countries.
Please note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as delays in holiday seasons. Due to the Coronavirus COVID-19 outbreak, the shipment may take longer.
3. I need my order fast, do you guys provide expedited shipping?
Unfortunately, we do not offer expedited shipping.
4. Will I be charged with customs and taxes?
Whether you will be charged with customs and taxes or not depends on your shipping address, because Tax, along with Custom fees, is regulated by destination countries.
5. Why are my items shipped separately?
If your order contains a variety of products, your items may be split up during the manufacturing process which leads to separate shipments. (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout)
Due to the different processing times and shipping locations, we are unable to combine shipments. You will receive a shipping notification for each shipment in your order.
We accept the following methods of payment:
Credit/Debit cards (VISA, MasterCard, AMEX)
Direct bank transfers
Cash on delivery
Replacement & Refund
1. When can I get a refund or replacement?
Click here for a list of cases that are qualified for a refund or replacement.
For further assistance, don’t hesitate to contact us at email@example.com.
2. How do I request for a new replacement?
To proceed with the replacement quickly, please include a photograph demonstrating the issue and send it to firstname.lastname@example.org for further assistance.
Kindly noted: We can only handle your claims if we’ve received the information within 30 days from order date. If you’ve placed the products for more than 30 days, your claims might be refused.3. How do I return an item?
Currently, we do not have policies regarding the return of an item.
If you are having issues with your purchases, please contact us within 30 days from your order confirmation date via email@example.com or chat box for further assistance with your order number and the problem details. Our Customer Service team will review your request and send back prompt solutions such as a refund or a replacement.
4. When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of cancellation request.
In case the credit has not been posted to your account yet, please contact the card-issuing bank for further assistance.
Track my order
1. When will I get my tracking number?
Once the order has been processed, a tracking number usually takes 5-7 business days to be generated and another 5-7 business days to be updated with details.
2. How do I track my order?
Option 1: Click hereand provide your order information to check the order status.
Option 2: Check your fulfilled confirmation to get the tracking number. You can check the tracking details with that.
3. Why has the tracking status not been updated? What should I do?
Tracking information may not be updated immediately for some reasons.. Here are some reasons why tracking information has not been updated for a several days:
It has just been created. After being sent out, your tracking number will need up to 7 days to be updated due to delays between the scanning events and the website's updates. During this time, there might be no event on the tracking.
The package may not be scanned until it reaches the regional hub near the destination.
The package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country.
The package arrived in the destination country. With international shipping, once the package lands in your country (destination), the tracking link will stop updating but it does not affect the delivery process.
Kindly noted: the delivery time frame is valid regardless of the tracking information's availability online.
If your tracking status has not been updated for over 10 days, please contact us to be supported right away.