Shipping FAQ

WHY SHIPPING DELAY IS INEVITABLE DURING THE EPIDEMIC?

We are so sorry that shipping delays have been inevitable during the epidemic. Due to the suspension of most international airlines and the long customs clearance process, the delivery time of your package will be much longer than expected.
Under the influence of the coronavirus, the airline industry has been hit hard. Most airlines announced that they would drastically reduce the flights and air cargo capacity. Over 90% of international flights have been or will be suspended.
Affected by local quarantine and customs clearance policies, the customs in most countries cannot process the clearance in time because of the limited manpower. Customs clearance is inefficient, and goods are stranded at the customs for much longer time than expected. In the difficult air transportation conditions, we are still trying our best to find reliable airlines for our customers, contact the local customs to shorten clearance time. Please give us some more time.
If you have not received the tracking number, please be patient. We will handle it and email you tracking info as soon as possible.
If you have received the tracking number, but the tracking info has not been updated, please be patient. We are keeping our eyes on your packages and trying to speed up the customs clearance process.
If you have not received the email reply, please be patient. Facing uncountable emails related to shipping info, we do not have enough staff to reply immediately, but we are trying to give you a feedback in the few days.
Your support and understanding will be highly appreciated.

HOW CAN I CHECK MY ORDER STATUS?

Log in to your account and go to “My Orders”. You will see the following order statuses:  

Paid|Preparing: You have paid for this order and we are processing the parcel. Processing time is 1-8 business days.

Once the order is paid successfully, you will get an email with order confirmation and details.

 Paid|Partially Shipped: Because your orders may contain multiple items, you may receive multiple packages. ‘Partially Shipped” implies that some of your items have been shipped. You will receive several emails containing shipping information and tracking numbers.

 Paid|Shipped: Your parcel has been shipped and we will e-mail you the shipping confirmation and tracking number.

 You can track your order status by clicking here.

WHAT SHOULD I DO IF THERE IS AN ITEM MISSING FROM MY ORDER?

Due to the stock status, your items may be shipped out separately via several parcels. Please log into your account to check the tracking number of each item.

If you find more than one Tracking Number, we have shipped order in multiple parcels. Items with the same tracking number will be in one parcel and should arrive at the same time.

WHAT SHOULD I DO IF THE COLOR IS DIFFERENT WITH THE ORIGINAL ITEM IN YOUR SHOP?

If the item you have received has color problem, please send us photos (using natural light) of the item, package, and labels.
 
Please contact us including with your message pictures, order number, and item number. Upon receiving your message, we will be in touch with you shortly. 

I’M HAVING PROBLEM CHECKING OUT.

Prior to check-out, please make sure you have signed in and are using compatible web browsers (Chrome, Safari, IOS, etc...).

If the checkout page will not proceed through the checkout process, please take a screenshot of the problem and contact us.