We ship your orders from various international warehouses (US, Canada, Malaysia and Singapore). Our stock is spread out over multiple fulfilment centres in order for them to get to you faster. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.
We ship orders oversea by mail service. After finishing processing your order, we will send it to the shipping company and it will be completely handled by them. After arriving to your country, it will be handled by your country's postal service. So please kindly contact your local post when it arrived at your country.
We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package. Please note that the tracking information will be displayed 3-5 days after you receiving that email.
You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us.
Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.
When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.
We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.
If you received a defective/damaged item, please kindly contact us by sending an email to firstname.lastname@example.org, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem.
There are 3 options that we can offer you, that we will send you a replacement, or you return our product to get a full refund or you can keep the product and we refund you 50%.
Please be informed that you can only choose 1 of 3 options above, and it is the final solution for your request.
Step 1: Contact your nearest post office and provide them your ID card or tracking number to find out its status.
Step 2: If you can not find out anything, contact our Customer Service department by sending an email to email@example.com and provide your shipping address again.
Step 3: If the address you provided in the email matches with your shipping address in our system, we are willing to send you a replacement or refund you 50%. Please be notified that these 2 options are our final solution for your request. If not, it was probably your careless as filled in a wrong address, thus we could not deliver your packet. In this situation, we need you pay some extra fees for sending you a replacement. This is the only option for you in this situation.
In case of providing us an incorrect shipping address, you should contact us immediately by sending an email to firstname.lastname@example.org and provide us your correct address. We will check whether we can change it for you.
If your order was shipped out, we are really sorry that we are not able to change it for you nor sending you another packet without any fee.