Common Problem
Do I need to have an account to order?
No, you can also place an order as a guest. However, if you have an account with us, there are some benefits:
Express Checkout Process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
What if I forget my password?
On the login page, click "Forgot your password?" You will be redirected to a page where you can create a new password.
What if I enter the wrong email address?
Please contact us so we can change your email address. We can change your email address, name and address, but we cannot change your order.
Is there an exchange rate?
All our transactions are based on USD. If your credit card is denominated in another currency, your order total will be calculated based on the daily exchange rate on the day your card issuer processes the transaction.
How secure is my online order?
When purchasing online with a credit card, all of your information is entered into an SSL-secured web page. Your information is then SSL encrypted and sent directly to our credit card provider's network where your cards and transactions will be authorized and approved. Your credit card information is not stored on our servers.
How do I change or cancel my order?
We reserve the right, in our sole discretion, to accept or reject an order, or any part thereof, at any time after receipt of the order, even after the customer has received an order confirmation or the credit card has been authorized. If the credit card has been authorized for the purchase and the order is cancelled, we will issue a letter of credit to the original payment method.
Any cancellations made after an order has been placed will incur a cancellation fee of 30% of the total price, regardless of when the order was placed (even if it's just a second later), as merchant processor/credit card charges apply We charge cancellation fees.
Please note that any order that has already been packed or shipped cannot be cancelled.
How do I set up my shipping address?
Because our website and services are English-based, all information you enter must be input in English, including punctuation. If some letters of your address contain non-English letters, we recommend that you use similar English letters instead. For example, you can change the letter "?" to "c".
Can I change the delivery address after placing an order?
Please note that your shipping address cannot be modified after the order has been processed or shipped. Please update your shipping address to your residential address, not your holiday address, as we don't know how long the customs department at the destination will hold the package.
When will my order arrive?
Delivery time depends on the shipping option you choose. After your order ships, we will email your tracking information the next day as tracking information is usually available within 24 hours of our shipment. We are not responsible for delays caused by your country's customs authorities.
How can I track my order?
We will email your tracking information once your order ships. Usually, you will receive the tracking number one day after we ship it.
Can I use multiple discount codes on one order?
Promotions and discount codes cannot be used in conjunction with other promotions and discounts unless otherwise stated.
What if an item is missing from my order?
If something is still missing, please contact us immediately.
Shipping and Customs
How will my order be shipped?
For shipping methods, please read our Shipping page.
Will I be charged duties and taxes?
Prices displayed on our website are denominated in U.S. dollars and are tax-exempt, which means that you may be required to pay duties and taxes upon receipt of your order.
Once your order reaches its final destination, import taxes, duties and related customs charges may be charged, as determined by your local customs.
Payment of these fees and taxes is your responsibility and not ours. We are not responsible for delays caused by your country's customs authorities. For more details on fees, please contact your local customs.
Is my order eligible for free shipping?
Free shipping applies to orders that meet the minimum requirements, excluding discounts, promotions, and oversized/overweight products. Your order will be shipped using Economy Shipping.
return
How do I return it?
If you are not satisfied with your purchase and wish to return it, please contact us within 30 days of receiving your order. Please provide your order number and reason for return. Our customer service team will review the return request and send further instructions once the return is approved.
Please see our Returns Policy for a list of final sale items. All returns must be in their original condition with good packaging.
Will my return include shipping?
All return shipping and other incidental charges are borne by the customer.
What if I receive a defective/incorrect/damaged item?
If you have received incorrect, missing and/or defective items, please contact us within 7 days of receiving your order. Please include your order number, product photos and all relevant references when you receive your package. We will do our best to resolve your case as quickly as possible.
How long does the return process take?
Processing returns can take up to 14 business days from the date we receive your return. After processing your return, we will email you to confirm.
When can I receive my refund?
All refunds will be charged to your original payment method. If you paid with a credit or debit card, refunds will be sent to the issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the issuing bank to inquire about when the credit limit will be credited to your account.
If you have not received a refund for your return, please do the following: Contact your bank/credit card company. Refunds to your account may take some time.
No, you can also place an order as a guest. However, if you have an account with us, there are some benefits:
Express Checkout Process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
What if I forget my password?
On the login page, click "Forgot your password?" You will be redirected to a page where you can create a new password.
What if I enter the wrong email address?
Please contact us so we can change your email address. We can change your email address, name and address, but we cannot change your order.
Is there an exchange rate?
All our transactions are based on USD. If your credit card is denominated in another currency, your order total will be calculated based on the daily exchange rate on the day your card issuer processes the transaction.
How secure is my online order?
When purchasing online with a credit card, all of your information is entered into an SSL-secured web page. Your information is then SSL encrypted and sent directly to our credit card provider's network where your cards and transactions will be authorized and approved. Your credit card information is not stored on our servers.
How do I change or cancel my order?
We reserve the right, in our sole discretion, to accept or reject an order, or any part thereof, at any time after receipt of the order, even after the customer has received an order confirmation or the credit card has been authorized. If the credit card has been authorized for the purchase and the order is cancelled, we will issue a letter of credit to the original payment method.
Any cancellations made after an order has been placed will incur a cancellation fee of 30% of the total price, regardless of when the order was placed (even if it's just a second later), as merchant processor/credit card charges apply We charge cancellation fees.
Please note that any order that has already been packed or shipped cannot be cancelled.
How do I set up my shipping address?
Because our website and services are English-based, all information you enter must be input in English, including punctuation. If some letters of your address contain non-English letters, we recommend that you use similar English letters instead. For example, you can change the letter "?" to "c".
Can I change the delivery address after placing an order?
Please note that your shipping address cannot be modified after the order has been processed or shipped. Please update your shipping address to your residential address, not your holiday address, as we don't know how long the customs department at the destination will hold the package.
When will my order arrive?
Delivery time depends on the shipping option you choose. After your order ships, we will email your tracking information the next day as tracking information is usually available within 24 hours of our shipment. We are not responsible for delays caused by your country's customs authorities.
How can I track my order?
We will email your tracking information once your order ships. Usually, you will receive the tracking number one day after we ship it.
Can I use multiple discount codes on one order?
Promotions and discount codes cannot be used in conjunction with other promotions and discounts unless otherwise stated.
What if an item is missing from my order?
If something is still missing, please contact us immediately.
Shipping and Customs
How will my order be shipped?
For shipping methods, please read our Shipping page.
Will I be charged duties and taxes?
Prices displayed on our website are denominated in U.S. dollars and are tax-exempt, which means that you may be required to pay duties and taxes upon receipt of your order.
Once your order reaches its final destination, import taxes, duties and related customs charges may be charged, as determined by your local customs.
Payment of these fees and taxes is your responsibility and not ours. We are not responsible for delays caused by your country's customs authorities. For more details on fees, please contact your local customs.
Is my order eligible for free shipping?
Free shipping applies to orders that meet the minimum requirements, excluding discounts, promotions, and oversized/overweight products. Your order will be shipped using Economy Shipping.
return
How do I return it?
If you are not satisfied with your purchase and wish to return it, please contact us within 30 days of receiving your order. Please provide your order number and reason for return. Our customer service team will review the return request and send further instructions once the return is approved.
Please see our Returns Policy for a list of final sale items. All returns must be in their original condition with good packaging.
Will my return include shipping?
All return shipping and other incidental charges are borne by the customer.
What if I receive a defective/incorrect/damaged item?
If you have received incorrect, missing and/or defective items, please contact us within 7 days of receiving your order. Please include your order number, product photos and all relevant references when you receive your package. We will do our best to resolve your case as quickly as possible.
How long does the return process take?
Processing returns can take up to 14 business days from the date we receive your return. After processing your return, we will email you to confirm.
When can I receive my refund?
All refunds will be charged to your original payment method. If you paid with a credit or debit card, refunds will be sent to the issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the issuing bank to inquire about when the credit limit will be credited to your account.
If you have not received a refund for your return, please do the following: Contact your bank/credit card company. Refunds to your account may take some time.