Shipping & Exchange Policy
SHIPPING & HANDLING
We process orders on business days which are Monday through Friday, Eastern Standard Times, and exclude holidays observed by the Post Office: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
Processing Time: 7 - 10 days (in regular seasons) or more depends on holiday seasons.
Estimated Delivery: 2 - 4 weeks to US & 2 – 6 weeks to international (in regular seasons) or more depends on holiday seasons.
At the moment, our shipping cannot delivery to US Military bases. We apologize in advanced for this inconvenience.
We are shipping with specialists in international shipping and courier delivery services! The tracking number will be informed to you via email around 4 - 7 days since your parcel is picked up by the carrier. If anything happened to the packages, we will resend new ones for you (under other terms in our shipping policy).
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 7-10 days for the carrier to scan your package into their system.
If you attempt to track your package and there is no information available that just means the carrier has not processed your package yet. When the package is scanned into their system, tracking events will populate on the tracking page.
Make sure you provide the correct address at checkout because we are not responsible if your order gets delivered to the wrong address.
If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your package, we are not responsible if that package gets lost, stolen, or damaged.
REFUND & RETURNS
Due to hygiene reasons and the fact that our products are customized, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered.
Please be informed that our products are customized and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the 20% difference between advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
For any reasons not mentioned above and you are not satisfied with your purchase, please contact our customer service. We will provide you with the nearest warehouse's address. You are responsible for the shipping fee. The fee depends on the courier that you use to ship your return package. When the item is received by our staffs, we will issue a refund to your original payment method. Please allow 3 -5 business days for the refund to be processed.
Please contact our Customer Support to start the complaint process. Please include the following information:
- Order number
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact email
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.
NOTE: We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.