FAQs
FAQ
4. What should I do if I am getting an error when I pay with my credit card? If you are trying to checkout using credit card as your payment method but receiving an error, please go back and place an order again, your previous orders placed without payment should be cancelled within 24 hours. Please check with your credit card company to verify that your card is in good standing, if your three orders or more did not go through, please contact us for assistance.
5. What would happen if my order did not go through but my credit card charged? If you did not receive an order confirmation letter will be sent to you within 24hours, your order was not completed. If your credit card is charged for the unsuccessful order, we will return funds to your credit card account. The refund will appear on to your credit card account within 24-48 hours, depending your credit card company’s processing time. All successful orders that received an order confirmation number will be charged when the item is shipped from our warehouse.
6. What can I do, if I cannot place an order successfully online? If you encounter this problem, please try the following steps: First, please clear the cookies, restart the browser, turn off Firewall and then try again. Second, if the problem persists, please change another computer or another internet browser, such as Firefox, and then try. Or you can try to login after several hours. Last, if the above steps don’t work, you can contact us.
Questions about Order Processing:
2. Can I change my order after my credit card is charged? Please be advised that once an order has been placed and processed, it is difficult to make modification and cancelation. If you want to change your order, please click the button contact us. We shall do our best to accommodate your situation. But once your order has been shipped, the order cannot be changed or cancelled.
3. Can I cancel my order? Cancellation must be requested before the item has been shipped. We typically processed the order within 24 hours and shipped the item within 24-48 hours. After the item has been shipped, the order cannot be cancelled.
4. How do I cancel an order? Please contact our customer service via email within 24 hours of purchasing. But please be advised that sometimes the items are shipped within 24 hours after the placement of the order, depending on the time you place the order – the closer to the parcel pick-up time (by shipping companies), the faster the items are shipped.
5. What are the shipping options and delivery timeframes for orders placed on this site? The time for delivering depends on your location, the item(s) you ordered. Usually, we will arrange your shipment in 24 hours once your payment is cleared. There are several shipping methods. For more shipping information, please contact our customer service.
6. How can I track my order? You can check the status of your order at any time by going directly to the links provided by our customer service via email. Please note that you should have the order number and email address to track the order status. We will email the tracking number to you. Please note that carrier's website may not update the records and parcel status in time.
8. Questions about After-Sales: How do I return a product purchased at this site? We design our products to bring quality and performance to our customers' active life. We feel the same way about customer service. If you need to return or exchange an item, we will gladly make it happen.
Reserving the Right:
10. Will I have to pay any additional fee for the exchange or refund? It depends. If for any reason you are not satisfied with the item, but the fault are not caused by us, you should pay for the shipping fee and the reshipping fee for item exchange. If you request for a refund, the initial shipping is not refundable. But if factual proof that fault were caused by us, we would take a full responsibility and would not charge any additional fee.
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