FAQ
Order
I would like to cancel my order. How do I do it?
【Unfulfilled】
Cancellation is possible only BEFORE orders are packed from our warehouse.
Kindly contact us ASAP with your accurate order number. Then, we will assist you at our earliest convenience by checking real-time order processing stages.
*We will do our best to assist you at our best; however, please note that we cannot guarantee the order cancelation regardless of sending us an email due to the real-time order processing phases.
【Fulfilled】
Unfortunately, we cannot cancel orders once they have been fulfilled.
I would like to change my shipping address.
【Unfulfilled】
We can assist you with modifying the shipping address only BEFORE orders are packed from our warehouse.
Please contact us ASAP with your accurate order number and the shipping address you want to change to. Then, we will assist you at our earliest convenience by checking real-time order processing stages.
*We will do our best to assist you at our best; however, please note that we cannot guarantee an change of the shipping address regardless of sending us an email due to the real-time order processing phases. Thus, we highly appreciate it if you pay attention and double-check to provide the correct shipping information during the checkout.
【Fulfilled】
Unfortunately, we cannot edit your address once orders have been fulfilled.
I would l like to know why I got an email saying that my order was canceled all of sudden.
Sometimes, orders can be canceled automatically if the card information does not match or the order is recognized as having suspected fraudulent activity or unauthorized information provided.
You can try placing an order again, followed by the guidelines below, to prevent such issues.
To avoid repeated issue caused, please make sure to;
(1) Clear your cache and cookies on your browser. After this, completely reboot the browser.
(2) Enter a valid card number.
-Cardholder name: Enter your name exactly as it’s written on your card
-Expiry date: Enter a valid card expiry date (MM/YY)
-Security code: Enter the CVV or security code on your card
(3) Place a different order by matching the shipping and billing address as the same.
If you contact us when you have such trouble, we can check the issue and provide a solution at our best.
Shipping
I would like to know how long it takes for my order to be shipped out and the total shipping period.
Orders are normally shipped out within 5 business days from the order date. Please note that there could be a delay of 1-2 days depending on the volume of orders.
Once it has been shipped out, you will be informed of a DHL tracking number via email and you can check the ongoing delivery status.
It usually takes 7 business days to be delivered, however, the exact estimated arrival date depends on the volume of orders and the DHL's processing speed handling deliveries.
I would like to know how much the shipping fee would be.
If the total weight of the ordered products is less than 1kg, a shipping fee of $30 will be incurred, and if the total weight of the ordered products is more than 1kg, a shipping fee of $45 will be charged.
I would like to know what to do if I cannot find out my package marked as delivered.
If you cannot find a package marked as delivered, recheck your mailbox or parcel dropbox to see if the package is there.
If you still cannot find it out after doing so, we recommend that you contact the shipping carrier (DHL) to inquire about the exact location of your parcel.
Occasionally, if there is no secure location to store the package, the package will be redirected to the local post office for pickup.
Don't hesitate to contact us if you still face difficulty locating your package after directly inquiring DHL to take action for the delivery issue.