Account & Orders
1. Do I need an account to place an order?
No, you can check out as a guest. However, creating an account provides benefits such as faster checkout, easy access to your order status and history, and updates on new releases and special promotions.
2. What if I forgot my password?
On the login page, click "Lost password?" and you will be directed to a page where you can create a new password.
3. I entered the wrong email address for my order. What should I do?
Please contact our customer service team immediately for assistance. Please note that while we can update your account information, the email address associated with a placed order cannot be changed after submission.
4. Can I change or cancel my order?
To ensure timely fulfillment, orders enter our processing system rapidly after payment is received. Therefore, we cannot guarantee that a change or cancellation request can be fulfilled once an order is submitted.
Change Shipping Address: If your order has not yet shipped, you may contact us to request an address change. We strongly recommend using a complete, accurate address in English (including punctuation) and providing a residential address rather than a business one to facilitate customs clearance and delivery.
Cancel an Order: If an order is successfully cancelled, a full refund will be issued to the original payment method. Please note, orders that have been packaged or shipped cannot be cancelled. A cancellation fee of up to $0.5 may be deducted from your refund if charged to us by the payment gateway for processing the cancellation.
5. How long does order processing take?
Orders are processed Monday through Friday. Most orders are processed within 1-2 business days and shipped the following business day. We do not ship on weekends or holidays. If you have not received a shipment notification within 5 business days of completing your payment, please contact us.
Payment & Pricing
6. What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express) and PayPal. We do not accept personal checks, money orders, direct bank transfers, debit cards, or cash on delivery.
7. How secure is my online payment?
Your payment information is entered on an SSL-secure page. The data is encrypted and transmitted directly to our payment processor for authorization. We do not store your complete credit card information on our servers.
8. Is the price shown on the site the final price?
Prices on our site are shown in USD and are exclusive of taxes. Depending on the regulations of your country/region, you may be responsible for paying additional import duties, taxes, and customs clearance fees upon delivery. These charges are assessed and collected by your local customs authority. We have no control over these fees or the process, and we recommend checking with your local customs office for advance information.
9. How are currency conversions handled?
All transactions are settled in US Dollars (USD). If you pay with a non-USD credit card, the conversion will be handled by your card issuer using their exchange rate on the processing date. The final charge will appear on your statement in your local currency.
10. Can I use multiple promo codes on one order?
Unless otherwise stated, promotion and discount codes cannot be combined.
Shipping & Tracking
11. When will I receive my order?
Delivery time depends on the shipping method you select. After your order ships, we will email your tracking number, typically on the next business day, which you can use to follow your package online. Please note that transit times, customs inspections, and other factors in international shipping can cause delays that are outside of our control.
12. How do I track my package?
You will receive an email with a tracking link once your order has shipped. Tracking information typically becomes available 24 hours after the shipment is dispatched.
13. What if my order is missing items, incorrect, or damaged?
If you receive an order with missing, incorrect, or damaged items, please contact our customer service within 7 days of delivery. Provide your order number and clear photos of the items and packaging. We will work to resolve the issue promptly.
Returns & Refunds
14. How do I return an item?
If you are not satisfied with your purchase, you may request a return within 30 days of delivery by contacting customer service with your order number and reason for return. Our team will review the request and, if approved, provide detailed instructions. All items must be returned unused, in their original condition with all packaging intact. Final sale items are not eligible for return; please see our full Return Policy for details.
15. When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 3-5 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.