FAQ

  1. How do I track my order?​

After your order ships, we’ll send a tracking number and carrier link to your registered email. Use this number on the carrier’s website to check delivery status.​

  1. What payment methods do you accept?​

We support major methods: credit cards (Visa, Mastercard), PayPal, and Alipay. All payments are encrypted for security.​

  1. Do you ship to my country?​

We ship globally to most regions. Check our “Shipping Destinations” page for excluded areas; orders to these will be canceled and refunded.​

  1. How long does delivery take?​

Standard shipping takes 7-14 business days; express shipping (3-5 business days) is available for major cities. Times exclude customs delays.​

  1. Who pays for customs fees or duties?​

You are responsible for all customs fees, duties, or taxes imposed by your country. These are not included in your order total.​

  1. Can I change or cancel my order?​

Orders can be modified/canceled within 24 hours of placement. Contact our support team; we can’t adjust orders already processed for shipping.​

  1. What if I receive a wrong or defective item?​

Report it within 7 days of delivery with photos. We’ll arrange a free replacement, full refund, or return (we cover shipping costs for our errors).​

  1. How do I start a return?​

Submit a return request via your account (include order number/item details) within 14 days of delivery. We’ll issue a return authorization.​

  1. When will I get my refund?​

Refunds are processed 3-5 business days after we receive and inspect your return, then take 7-10 days to reach your original payment method.​

  1. Are personal care items returnable?​

No, unopened personal care items (e.g., cosmetics) can’t be returned due to hygiene rules, unless defective.​

  1. Why is my order delayed?​

Delays may stem from stock shortages, customs holds, or carrier issues. We’ll email you with updates if delays exceed 3 business days.​

  1. How do I update my account information?​

Log into your account to edit details (name, address, email). For payment info changes, contact support to avoid order issues.​

  1. Do you offer discounts for bulk orders?​

Yes, bulk orders (over 50 units of one item) qualify for discounts. Email our sales team with your order details for a quote.​

  1. How can I contact customer support?​

Reach us via email ([email protected]) or live chat (9 AM–6 PM Hong Kong time). We respond within 2 business days.