I JUST PLACED AN ORDER, WHEN WILL IT SHIP?
If we have the item in the US, it will be shipped between 1-3 working days. Otherwise, it will be shipped between 3-10 working days from overseas.
During the Chinese New Year holiday period in China, processing time might be longer. Any delay will be communicated with the buyer(s).
HOW LONG IS THE SHIPPING TIME?
Please refer to the item listing where the estimated dates are shown, next to the item price. Here is an example:
[COVID-19] We always aim to have up-to-date and accurate shipping times. But due to unforeseen changes, there may be unexpected delivery delays, which are out of our control. For this reason, we will not consider an order as undelivered or lost in transit until 45 days after the dispatch date. We thank you for your understanding as we all work together in these unusual times.
WHAT SHOULD I DO IF MY ITEM IS RECEIVED DAMAGED?
If this happens to you, please send us a message within 3 days of receiving the item(s). The message should contain:
1. Your order number
2. An image of the damaged product in the original package
3. An image of the package label
4. An image of the shipping box
Most of the time, a replacement will be sent. An exception example would be the buyer tries to glue the broken item, and shows us a photo of the glued item. Note: we need a photo of the damaged item IN THE ORIGINAL PACKAGING.
You will be responsible for paying for your own shipping costs for returning your item, using a trackable shipping service.
REFUNDS (IF APPLICABLE)
The shipping cost of the original shipment is NOT refundable. Due to the fact that our product price has shipping cost included, we will advise the shipping cost which has been incurred.
In short, there will NOT be a full refund when you return an item.
Once your return is received and inspected, we will share if the item is returned intact (no damage in transit), and the approval/rejection of your refund. If approved, the refund will be processed and applied to your original method of payment.
WHAT SHOULD I DO IF I HAVE OTHER CONCERNS/QUESTIONS?
Always feel free to get in touch by writing to us. Let's sort things out together in the best possible way!
WHAT IF I PROVIDED A WRONG ADDRESS?
If the order has not been dispatched, we are happy to update the address accordingly. If the order has been dispatched, there is hardly anything we could do. Sorry!
WHAT IF THE TRACKING SHOWS ITEM IS DELIVERED BUT I DON'T GET IT?
For every item sent, there will be a tracking link shared with the buyer. If you don't receive the delivered item, please, within 5 days of the "delivered" date (shown on the tracking link), get in touch with us.
If it's is delivered by the local postal service, it will be faster for the buyer to check with the local post office. Otherwise, we will get in touch with the relevant logistic company to sort out the matter and update the buyer accordingly.
WHAT IF DELIVERY FAILED AND ITEM IS RETURNED TO SENDER?
Before deciding to return to the sender, logistic companies usually do a few attempts to deliver or wait long enough for a collection. Any item that is "returned to sender" will NOT be re-sent. We will reship a returned shipment to the new/correct address after a re-delivery fee is paid.
It is a completed transaction because the ordered item has been fulfilled. Having no one to accept the shipment at the given address is out of our control. Buyers should always be ready/able to receive the item, and ensure that the address provided is reachable by logistic companies.
CAN YOU PROVIDE AN EXACT DELIVERY DATE, OR GUARANTEE DELIVERY BY A CERTAIN DATE?
We wish to but we could only provide an estimation because many elements are out of our control, e.g. flight schedule, customs clearance speed, local post efficiency at your area, etc.
Whenever possible, we will share the local post tracking info, where you can request text/email notifications, and be aware when the parcel is out for delivery.