Frequently Asked Questions

 

Effective Date: May 11, 2021

 

Ordering

1. What if I typed the wrong email address?

  • Please contact us so we can change your email address. 

  • Address changes to your order can only be done within the first 3-4 hours since you made your order.

2. ​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 day your card issuer processes the transaction.

3. What payment methods do you accept?

  • We accept VISA, MasterCard, American Express and PayPal.

  • We do not accept checks, money order, direct bank transfers, debit card payments without Visa or MasterCard logo or cash on delivery.

4. How secure is my online order?

  • All your information is SSL-encrypted and sent directly to your credit card provider’s network, where your card and transaction is authorized and approved.

  • Your credit card information is not stored on our servers.


5. How do I change or cancel my order?

  • We reserve the right at any time after receipt of the order to accept or decline any order or any portion of it 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 refund to the original method of payment.

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

6. How do I set my shipping address?

  • Since our website and service are based on English, all the information that you type in is required to be in English. Including punctuation.

  • If certain letters of your address contain non-English letters, please use the similar English ones instead. For example, you may change letter “Ё” to “o”.

 

7. Can I change my shipping address after placing an order?

  • Please be advised that in very small occasions, we can change your shipping address within the first 3-4 hours of your order. However, any longer than that, your shipping address cannot be revised after the order has been processed or shipped.

  • Important note: Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

 

8. When will my order arrive?

  • All items in store take 3-5 business days to process.

  • Depending on your location, can take 4-7 days to be delivered.

 

9. How do I track my order?

  • We will email your tracking information.

  • Usually you will receive the tracking number one day after your order has been shipped.

10. What do I do if I have missing items in my order?

  • If something is still missing, please contact us immediately. 

  • Due to high volumes and different warehouses for certain items when ordering different types of items, your items might not arrive all at the same time.

 

 

Shipping and Customs

1. When will my order be processed?

  • Allow extra time for your order to be processed during holidays and sale seasons.

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

Shipping Policy

IMPORTANT: We are not responsible if a package is undelivered because of missing, incomplete, or incorrect destination information.

 

  • Please enter the correct shipping details when checking out. If you realize you have made an error, e-mail us as soon as possible.

  • We are not responsible for destination country tax and/or any duty charges that may incur. Customers will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country.

  • We will not be responsible for any Duties, Taxes, or Customs fees under any circumstances.

  • If the order arrives at your country and (i) the customer refuses to accept the package or  (ii) a number of attempts are made in the country of destination to deliver the package, we reserve the right to abandon the package(s) and will not be responsible for any refund.

 

1. How much does shipping cost?

  • We have flat shipping rate of $6.95. 

  • Free shipping is applied to ALL orders over $75.

2. Do we ship products internationally?

At this time, we do not ship internationally.

 

3. Can multiple products from the same order be shipped in the same package?

To reduce shipping delay for our valued customers, all products are shipped individually as soon as they are processed for shipping.

4. What do I do if I entered the wrong shipping info, size order, or variant order?

  • Prevention is this best protocol for this scenario. Please triple check that all information submitted is correct when following the purchasing process.

  • If you do happen to make any error, please contact us as soon as possible and we will try and correct the error.

  • As our products are processed the day of the purchase submission, we cannot guarantee your purchase info will be corrected.

  • All customers will be subject to re-purchasing the desired items if an error occurs.

 

Cancellations

Occasionally an item sells out and we may need to cancel your order. If for any reason your item is unavailable, we will notify you by email and you will be refunded in full.

1. Will I be charged with customs and taxes?

  • The prices displayed on our site are tax-free in US Dollars with exception to some items. 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.

2. Is my order eligible for free shipping?

  • Free shipping is applied to ALL orders over $75.

 

RETURNS

1) How do I return an item?

  • If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order.

  • Please provide your order number as well as the reason for your return.

  • Your return request will be reviewed and we will send further instructions if the return is approved.

 

2) Will shipping be covered for my returns?

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

 3) What if the item(s) I received are defective, incorrect or damaged?

  • Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective.

  • Please include your order number, photographs of the item(s) and all related references upon receiving your package.

  • We will do our very best to resolve your case as soon as possible.


4) How long is the return 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.

 

5) When will I receive my refund?

  • All refunds will be credited to your original form of payment.

  • If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days after the returned item has been processed or cancellation request.

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

  • If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.