FAQs

Q: How long does an order take to process?
In-stock or ready to ship products are processed within 1-2 business days after order being placed. 

For pre-order and backorder products, the processing time varies depending on the supplier. Specific information about expected processing times for these items is provided on the product listing page.
As we are personal shopper service, please note that some products may not be immediately ready to ship and may be backordered.

 

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Q: How long does shipping take?

For customer who select free economy shipping by Airmail
Asia: 5-12 business days
Europe, America, and other regions : 20-30 business days.
Please note that these are estimated delivery times and may be affected by factors beyond our control , such as customs or weather conditions.

 

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Q: Where do you ship to?

We ship worldwide and offer FREE shipping to over 56 countries with no minimum order amount.

For other destinations, we partner with reliable couriers to ensure global delivery.

 

Q: Will I be able to track my order?

Yes, all orders placed with us will be given tracking information. You will receive the tracking info via email as soon as your order ships.

 

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Q: The tracking info shows my order has not moved for several days.

If an order is coming from overseas there may be a gap in the tracking info between the time it leaves the origin country and arrives in the destination country. This does not mean it is lost or not moving, it is because the package is undergoing customs clearance. As soon as it clears, you will see it moving again via the tracking info. After clearing customs in the destination country you can track using the same tracking number with your local postal service website. 

 

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Q: I have opened and used my item. Can I still return it?
Unfortunately we are unable to accept opened or used products as returns.

 

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Q: Who pays the import taxes and fees?

Duties are fees imposted by customs on imported merchandise. The applicable charge will be based on the value and/or gross weight and may differ according to the commodity. The customer is responsible for payment of all duties and fees. Fees can also be implemented by the customs broker or agent for its services. Some countries have VAT taxes applied to imported goods that must be paid upon delivery.

 

For orders below a certain value, many countries exempt shipments from customs duties and taxes. This threshold can vary by country.

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To provide a more accurate estimate of potential customs charges, we recommend checking with your local customs website.

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Q: Why did my parcel return to the seller?

There could be several reasons for this:

• Incorrect Shipping Address: Please double-check the shipping address you provided.

• Delivery Attempts Failed: If the courier was unable to deliver your parcel after multiple attempts, it may be returned to the seller.

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Q: What should I do if my parcel is returned to the seller?

If you receive a notification that your parcel has been returned, please follow these steps:

1. Contact Customer Support: Reach out to our customer support team to inform about the returned parcel.

2. Verify Shipping Address: Ensure that the shipping address you provided is correct and complete.

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Q: Will I be charged for a reshipment?

In most cases, reshipment fees will be waived if the return is due to our error, such as incorrect shipping information or a product issue. However, if the return is due to reasons beyond our control, such as incorrect shipping address provided by the customer, return due to unclaimed,  additional shipping fees may apply.

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Q: When will I receive my refund after cancellation or return?
Once your return is processed and approved, the refund will be credited to your original payment method. The processing time may vary depending on your bank or payment provider.

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Q: What is your cancellation policy?

You may cancel your order within 24 hours of purchase for a full refund, minus any transaction fees. Please note that certain orders, such as pre-orders, custom or personalized items, may not be eligible for cancellation.​

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Q: Why can't I cancel my pre-order?

Pre-orders are special orders placed in advance of a product's official release. Due to the nature of pre-orders and the commitments made to suppliers, we are unable to cancel them once placed.

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Q: Why is there a fee for cancellations and refunds?

These fees are charged by the payment processing companies to cover transaction costs and fees associated with processing refunds.

• For Credit Card Payments: 8% transaction fee will be deducted from your refund. 

• For PayPal Payments: 5% transaction fee will be deducted from your refund. 

Above fee is charged by the payment processing company and is not retained by our company.

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Q: Can I avoid the cancellation and refund fee?

​Unfortunately, we cannot waive the cancellation fee. However, we encourage you to review your order carefully before placing it to avoid unnecessary cancellations.

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Q: What currency can I use to pay?

We primarily use USD as our base currency for checkout. While we don't directly accept other currencies, you can utilize the currency converter on the top of our website page to get an estimated conversion in your local currency. Kindly note that this is for reference only, and the actual amount charged may differ slightly based on real-time exchange rates.

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