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FAQs

 

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General Information
Q: How can I receive discounts and promotions?
A:
Please choose "Yes" in your registration, so we may email you with great deals once we have! Or you can visit our website regularly for exciting deals!

Q: I can not input the quantity to more than 1 unit, why?
A: For some reasons that some items are not allowed to purchase more than 1 unit, we are sorry for inconvenience caused. Your may come back later to see if we've remove the restrictions.
Alternatively, please try the following steps: Turn on the "All Cookies" function in your computer. For example, if you are using Internet Explorer, go to Tools/ Internet Options/ Privacy, and set the slider to "Medium High".
The shopping cart will then record all the items that you have ordered.

Q: Is the information I submit absolutely secure?
A: Your privacy is carefully protected when you order on our website. Your credit card and personal information will be protected, will not share or sell to any parties. For details, please visit our Privacy Policy Page.

Q: Is my personal financial information protected by Secure Sockets Layer(SSL)? 
A: Please note that we don't ask any personal financial information in the whole proecess of ordering nor we will keep your personal financial information in our data base / servers / computers. What we need is just some very basic information for us to ship to you.
For all the payments, you indeed is sent to the payment acquirer, e.g. Paypal and the whole process is protected by SSL, you have no worries of any financial information will be leaked. Please let us know if you still have any questions.
If you use Paypal Express checkout, you even can skip the registration process and no personal information will be needed(filled) in the whole ordering process.
For more about our security policy, please see our Privacy Policy Page or contact us.

Q: Do you accept wholesale / resale orders?
A: Yes, we accept wholesale orders. Please contact us so we can help you.

Q: Do you accept Drop Shipping orders?
A: Yes, we accept drop-shipping orders. Please contact us so we can help you.

Q: Do you offer Afiiliate Program?
A: Yes, we do, please contact us for details, you can also check at here.


Q: Do you have a physical store? Can I pick up the order in person?
A: We do not have a physical store; only online shopping is offered. Orders can NOT be picked up in person; all orders are transacted online and shipped by mail.

Q: Why I was charged a Low Order Fee ?
A: For some circumstances that some orders will be charged from US$2.0 ~ US$2.50 (or equivalent to the selected currency) low order fee, this mostly is applicable to:
1. total cost for products: lower than US$10 (or equivalent) and / or
2. orders ship to destinations outside the USA
All the customers will be waived such charges if the order amount is more than or equivalent to US$10.01 or above.
you will find this charges before you confirm the order, mostly STEP 2 OF 3 - PAYMENT INFORMATION or you will also find it as a surcharge before you confirm the payment. To avoid such charges, you can pick up any special item at special page to make the total product cost US$10.00 above.
Please note this cost is not a refundable part even any RMA / return request is accepted.

Q: What can I do if I forgot my login password and I used Paypal express checkout to check out with no registration?
A: If you have registered in our system and forgot your password, please request a password by click here for a new password. If you used Paypal express checkout or whatever payment method that did not make a registration in our system, you can still login to trace your order, just request a password by click this link

Note: Under no situations that we can see your password, so don't ask our customer service team to send you password maually because, for security reasons,  we cannot see your password in our system. So for whatever reasons that you cannot have a password, e.g. used an invalid email to register / check out, we just can help you via emails.

You can change your password after login to our system.


Shipping Information

Q: Do you deliver goods to my country?
A: We deliver orders to all destinations in the world, including the States(USA), Canada, Australia, Austria, Belgium, Denmark, Finland, France (Metropolitan), Germany, Greece, Ireland, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, Argentina, Brazil, India, Hungary, Israel, South Korea, Malaysia, Malta, Qatar, Russia, Singapore, Hong Kong SAR China, Indonesia, Cyprus, Moldova, Slovakia, Croatia, Taiwan (Republic of China), Turkey, United Arab Emirates (UAE), United Kingdom etc.

Basically if our sysem allows you to place an order, we will try our best to fulfil even we reserve all the rights not to ship to. However, for some remote locations, for example, Matinique, Guadeloupe, Greenland, the shipping time will be much longer than other countries. For any reasons that we don't ship your orders, we will have the order fully refunded in working 10 days.

For more information on our shipping rate and / or our latest shipping policy, please visit Shipping Policy.


Tracking Information

Q: How can I track my order?
A:  We will send the shipping details to you once we shipped your order or you can login to see the messages / comments we've put on your order.

Tracking links are as follows (partly, some countries do not provide full tracking):
 

Country Shipper's links Types of mail
US http://www.usps.com/
(USPS First-Class Mail International)

 
All Types
Canada http://www.canadapost.ca/ All Types
Mexico www.correosdemexico.gob.mx All Types
- - -
Spain www.correos.es All Types
Sweden www.posten.se All Types
New Zealand www.nzpost.co.nz All Types
Finland www.posti.fi All Types
Ireland www.anpost.ie All Types
- - -
Korea (South) www.epost.go.kr All Types
Taiwan (ROC) www.post.gov.tw All Types
Singapore www.singpost.com All types
etc.    
     

If anytime you have any queries, please contact our customer service team for help.



Payment Information

Q: Can I mail in payments?
A: No, we do not accept mailed payment but you can still contact us to see if we can help or not.

Q: Do you charge sales tax?
A: No, sales tax is not applied at this time.

Q: What can I do if my credit card is declined?
A: Please check to make sure the billing address you put in the checkout matches with the credit card used or contact your credit issuer for details.

Q: What is a Card Verification Number and where do I find it?
A: The Card Verification Number is the last 3 digits located on the back of your credit card.

Q: Can I mail in payments?
A: No, we do not accept mailed payment but you can still contact us to see if we can help or not.

Q: Do you charge sales tax?
A: No, sales tax is not applied at this time.

Q: What type of payment do you accept?
A: We accept:

PayPal
A fast way to process payments. Payments processed in this way are as fast as credit card payments. PayPal are one of the largest payment gateways, and are used by millions of online customers over the world.

Credit Cards (Visa, MasterCard, American Express, JCB, Diner's Club, UnionPay and Discover, but you may need to pay via PAYPAL).

Western Union
If you are not sure that the online payments are secure enough, you may choose the Western Union Money Order option. You will need to send the money through your local Western Union Agent. Once you do this, please contact us providing the Western Union Money Transfer Control Number. Your payment will be processed as soon as we receive this information from you and verify it with Western Union.

Bank Transfer (Wire Transfer, T/T)

Note:
Paypal makes you able to send payments quickly and securely online using a bank account or any major credit cards as follows:
- Master Card
- Visa Card
- Discover Card
- American Express
- JCB
- UnionPay
- etc...



Checkout

Q: I cannot add more than one item into shopping cart.
A: For some reasons that some items are not allowed to purchase more than 1 unit, we are sorry for inconvenience caused. Your may come back later to see if we've removed the restrictions.

Alternatively, please try the following steps: Turn on the "All Cookies" function in your computer. For example, if you are using Internet Explorer, go to Tools/ Internet Options/ Privacy, and set the slider to "Medium High". The shopping cart will then record all the items that you have ordered.

Q: How many coupon codes can I use at the checkout?
A: Only 1 coupon code can be used per order.
You may click here for more about the use of the coupon.


Order Status

Q: How do I check my order status?
A: You can track your order anytime at here. Please note that full tracking is just available to some countries(see tracking information above or the information we sent via email when the packaged shipped).

Q: I want to cancel my order, what should I do?
A: Please contact our Customer Service Team for cancellation request. Please understand that we can only cancel orders that have NOT been shipped or NOT yet processed and we do NOT guarantee the cancellation request could be fulfilled as the order could have entered the shipping process before we are able to cancel (for cancellation, please reference to order cancellation).

Q: I want to change my order information or make some changes to the items I ordered. What should I do?
A: We can not guarantee we can do that, but please still contact our Customer Service Team for further assistance.

Q: I checked the status of my order and it is on hold. Why is my order on hold?
A: Orders are placed on hold when the billing address of the credit card is either not provided or does not match the billing address of the credit card used.

Please Note: We verify the billing address to prevent credit card fraud. If your order is on hold, please contact us at as soon as possible.

Q: When should I expect my order to arrive?
A: Please see the Shipping Information above for details.


How to order?

Q: How to make an order at your site?
A: Please check it out here.



Pre-order policy

Q: What is a pre-order?  
 A: A pre-order is that a new product that is still not yet in-stock and we accept customer to place order for that item and once it is in-stock, we can ship it out immediately, please see its corresponding product page here or details.



Back order policy

Q: What is a back-order?
A: A Back-order is that an existing product that is out of stock and we are re-stocking from the supplier but we accept customer's orders under such circumstance so customers do not need to keep monitoring our website for that product and we will ship out asap when it is in-stock, please see its corresponding product page here or details. 


Return Policy / Exchange / Process of RMA (for retail customers only)

Q: Can you tell me, if a product is out of stock, when it will be coming back in stock?
A: If an item is out of stock you may be able to ask for a stock notification to be sent by text or e-mail once it's available. Just select the 'tell me when it's back in stock' button on the product page.

Q: How do I make a return for exchange or refund?
A: We offer a 30-day return period but subject to terms and conditions.

Q: I found one item missing from my order. What should I do?
A: Please help to take some pictures showing what you had received with the packaging details, e.g. the stamps, the bag and any other important information that can help us to determine what we can do to help and send to our customer service team with your order number quoted.

Q: What if I receive a defective or damaged product? Or what if I am just not satisfied with my purchase?
A: We offer a 30-day return period. Please contact our Customer Service Team for further assistance.

Q: How long does it take to process my return / exchange / refund?
A: After we receive your return, it takes 5-10 business days for your return to be processed. For status, please contact Customer Service Team.

For more information, please check this page for details.



Packaging Information

Q: How is my item packed?
A: For all of the items, we will have the packaging information stated.
- Retail pack means the item is packaged in a form as what you can see in a normal street shop.
- Other type of packagings are Polybag, Bulk, Blister, Box. No matter which type of packaging, we guarantee the products are 100% good and brand new unless specified in the item page.


Gift Certificate

Q: Do you offer Gift Certificate? 
A: Please refer to its corresponding pages for details.

Note: Gift Certificate is not transferrable, refundable, it can only purchase our products and services once a gift certificate is sold.



Privacy Policy


Q: How's your privacy policy? 
A: Please see its Privacy Policy Page for details.


Disclaimers

Please click here for details.

 

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