FAQs
I have a question about a product feature.
Please send an email to us including the product name and your question.
Has my order been shipped?
Orders are processed immediately. All orders are recorded and tracked online. You will receive a tracking email from us once it is available. Our order processing time in 1-2 working days and delivery time is about 5-7 working days. For more information visit Shipping Policy.
I ordered the wrong item and want to return it.
Please contact us first to obtain Return Authorization (RA). We can be reached via email . We will email you the RA# and the return shipping address. That RA# must be marked clearly on the outside of the shipping box.
**Returns without RA# will be rejected**
All merchandise for return must meet the following conditions:
-Return in undamaged original packing and resell-able condition (including ALL original packaging, accessories, manuals and warranty cards);
-Return to us within 30 days after invoice date (unless otherwise indicated)
-All returns must be prepaid; No COD's accepted
-Copy of invoice enclosed with merchandise
-Enclose a brief letter of explanation
-Merchandise returned for refund will be charged a 15% restocking fee (this percentage may vary depending on supplier policy).
-All returns will be evaluated and tested upon receipt by our technical team.
**please note: items returned to us that do not meet with our policy will not qualify for any credit and will be either returned to you at your expense or discarded.
Also, certain items are nonreturnable: such as books, games, DVDs, skincare products, and some electronics . For more information about returns & warranty visit our Returns & Warranty Policy page.
My item arrived damaged/I have not received my package.
Please contact us within 7 days after receiving the item, so we can contact the package carrier (Fastway, TNT, Couriers Please etc) and file a claim using the package tracking number. Due to time limitations set by the carriers, if you don't contact us within 7 days after you receive the item, you may lose your claim. If you would like a second shipment to be made, please place a replacement order and you will be credited for the lost order upon resolution of the lost package. For more information about returns & warranty visit our Returns & Warranty Policy page.
I received a defective item.
First please check with the product manufacturer warranty, as they can be most helpful in solving many issues. Contact us within 7 days of receiving the defective item. All returns will be evaluated and tested upon receipt by our technical team. For more information about returns & warranty visit our Returns & Warranty Policy page.
I was shipped an incorrect item.
Please contact us within 7 days to follow the return process.
What about return shipping?
Customers are responsible for return shipping charges, including when a package is refused. For more information about returns & warranty visit our Returns & Warranty Policy page.
I want to cancel my order.
Orders begin processing immediately. Only orders that have not yet been shipped or have not yet been processed can be canceled. Successful cancellation will be confirmed in writing. If the package has been shipped/or processed, please follow the return process. For more information about returns & warranty visit our Returns & Warranty Policy page.
I want an exchange/replacement.
Please re-place an order for the exchange or replacement to ensure prompt delivery. You will be credited for the return order upon receiving and inspection of the returned. For more information about returns & warranty visit our Returns & Warranty Policy page.
Please send an email to us including the product name and your question.
Has my order been shipped?
Orders are processed immediately. All orders are recorded and tracked online. You will receive a tracking email from us once it is available. Our order processing time in 1-2 working days and delivery time is about 5-7 working days. For more information visit Shipping Policy.
I ordered the wrong item and want to return it.
Please contact us first to obtain Return Authorization (RA). We can be reached via email . We will email you the RA# and the return shipping address. That RA# must be marked clearly on the outside of the shipping box.
**Returns without RA# will be rejected**
All merchandise for return must meet the following conditions:
-Return in undamaged original packing and resell-able condition (including ALL original packaging, accessories, manuals and warranty cards);
-Return to us within 30 days after invoice date (unless otherwise indicated)
-All returns must be prepaid; No COD's accepted
-Copy of invoice enclosed with merchandise
-Enclose a brief letter of explanation
-Merchandise returned for refund will be charged a 15% restocking fee (this percentage may vary depending on supplier policy).
-All returns will be evaluated and tested upon receipt by our technical team.
**please note: items returned to us that do not meet with our policy will not qualify for any credit and will be either returned to you at your expense or discarded.
Also, certain items are nonreturnable: such as books, games, DVDs, skincare products, and some electronics . For more information about returns & warranty visit our Returns & Warranty Policy page.
My item arrived damaged/I have not received my package.
Please contact us within 7 days after receiving the item, so we can contact the package carrier (Fastway, TNT, Couriers Please etc) and file a claim using the package tracking number. Due to time limitations set by the carriers, if you don't contact us within 7 days after you receive the item, you may lose your claim. If you would like a second shipment to be made, please place a replacement order and you will be credited for the lost order upon resolution of the lost package. For more information about returns & warranty visit our Returns & Warranty Policy page.
I received a defective item.
First please check with the product manufacturer warranty, as they can be most helpful in solving many issues. Contact us within 7 days of receiving the defective item. All returns will be evaluated and tested upon receipt by our technical team. For more information about returns & warranty visit our Returns & Warranty Policy page.
I was shipped an incorrect item.
Please contact us within 7 days to follow the return process.
What about return shipping?
Customers are responsible for return shipping charges, including when a package is refused. For more information about returns & warranty visit our Returns & Warranty Policy page.
I want to cancel my order.
Orders begin processing immediately. Only orders that have not yet been shipped or have not yet been processed can be canceled. Successful cancellation will be confirmed in writing. If the package has been shipped/or processed, please follow the return process. For more information about returns & warranty visit our Returns & Warranty Policy page.
I want an exchange/replacement.
Please re-place an order for the exchange or replacement to ensure prompt delivery. You will be credited for the return order upon receiving and inspection of the returned. For more information about returns & warranty visit our Returns & Warranty Policy page.
