1. How can I cancel my order?
When you change your mind about your order, you are able to cancel your order within 4 hours of placing the order. Please contact us with your order ID to send your request, our customer support team is willing to support you.
Please notice: After 4 hours of purchasing, your orders will be locked and sent to our production facility. If you send the request later than that, we cannot cancel or modify it.
Issue refund for cancellation may take 3-14 business days to post to your payment account and it will be applied back to the original payment method used.
2. How can I change my order or shipping address?
You have 4 hours since placing your order to modify your order. If you contact us after 4 hours of order submission, your order will be locked for processing so we cannot modify it.
To modify your order, please send an email to us: firstname.lastname@example.org with your order ID, the correct shipping address.
Note: We cannot change your shipping address from a domestic US location to an International address, and vice versa
3. How do I track my order?
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 5-7 days for the carrier to scan your package into their system.
Note: If you can't track your order, please kindly recheck your Email address, your Order ID or contact us to support.
4. Why has the tracking status not been updated? What should I do?
Tracking information may not be updated immediately for some reasons, such as:
- The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website's updates.
- 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. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.
- The package arrived at 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.
However, if your tracking status has not been updated for over 10 business days, please contact us to be supported right away.
5. Shipping time frame:
To estimate when you can expect your order, please go to the shipping policy page to get more details
6. Where do we ship from?
We are a US-based company operating with several fulfillment centers around the world. We have warehouses in the U.S, UK.
All orders are shipped from the warehouse closest to the shipping address as long as it has sufficient stock.
7. 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).
You will receive a shipping notification for each shipment in your order. If the second package does not arrive after a few next days, contact us and you will be assisted right away.
8. Can I use multiple addresses on one order?
Unfortunately, each order will be shipped for 1 shipping address. If you want your items shipped to different addresses, kindly make separate orders.
9. What payments method I can use and can not use?
- Acceptable methods:
- Credit/Debit cards (VISA, MasterCard, AMEX)
- Unacceptable methods:
- Personal checks
- Money orders
- Direct bank transfers
- Cash on delivery
10. Why can't I complete payment to checkout?
There are several reasons that can lead to failed checkout. Kindly check and make sure you have entered your payment information correctly.
Try to clear your browser cookies and cache
It is to make sure that your browser is loading the newest updates needed for the best shopping experience with us. Click here for the tutorial to clear the cache.
If you are placing an order with a mobile device, please try with a computer instead.
In case your order cannot be placed successfully due to the payment error, please recheck your Credit cards (VISA, MasterCard, AMEX) and make sure that the card number, expiration date/year and CVC are correct. You can also try to use another credit card or Paypal.
If you still have trouble, please contact our support team.
11. 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 our support email: email@example.com
Note: We can only handle claims if you contact us within 30 days of receiving your order. Claims made after 30 days of receiving the products may be refused.