FAQs

Order Issues

Why didn't I receive an order confirmation email?

If you did not receive your order confirmation email, please check your spam folder. If it's not there, please email our customer service team with your transaction ID for assistance.

How can I check my order status?

Your current order status is displayed on the "My Orders and Tracking" page, keeping you updated on your purchase's progress.

Can I change the delivery address after payment?

Yes, you can change your delivery address before your item ships. Please contact us as soon as possible to update your details.

How do I get my bill?

For billing inquiries, please contact us with your order number and billing address, and we will provide you with the necessary information.

Shipping & Delivery

How long is the delivery time?

The warehouse processing time is 1-2 business days, followed by a delivery period of 7-14 business days for general products.

Why is the tracking number invalid?

Tracking numbers may take some time to activate. Please be patient and wait for the carrier to scan the package and update the tracking information.

What should I do if the delivery fails?

If delivery fails, please contact the local carrier directly to re-schedule your delivery at a more convenient time.

Return & Refund

Can I return my product?

Yes, you can return your product. Please ensure you read our Returns Policy thoroughly before proceeding. If you have any questions, our customer service team is here to help.

How do I return my product?

For eligible products, please contact our customer service within 30 days of receiving your product to obtain a return label/return address. After the returned package is received at our warehouse, please contact us to process your refund.

Are free returns available?

Yes, we offer a 30-day free return policy for orders placed on the official website, subject to the following conditions:

Terms that apply to free returns:

1. The product cannot be used normally after receiving it.
2. We sent you the wrong product.
3. The product you received is defective.

Terms that do not apply to free returns:

1. You no longer want or like the product.
2. The product is not suitable for you.
3. The product was delivered later than expected.
4. The product does not come with an instruction manual.
5. The product is damaged due to unnatural reasons.

How can I get a refund?

For a refund, please contact us with corresponding pictures and videos of the issue.

How soon can I receive a refund?

Refunds are processed within 15 business days after receipt of the returned item. The exact timing of the refund transfer depends on your payment channel's bank.

What should I do if I don't receive a refund?

If you haven't received a refund, please first check with your payment bank to confirm the refund has been processed. If the bank confirms that the payment did not go through, please contact us for further assistance.