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Shipping & Returns

Shipping Information

Q: Do you deliver goods to my country? 
A: We deliver orders to all destinations in the world, including the USA, Canada, Australia, Austria, Belgium, Denmark, Finland, France (Metropolitan), Germany, Greece, Ireland, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland(Swiss), 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 system allows you to place an order, you can assume we will ship to your given address even we reserve all the rights not to ship. However, the customer need to know that 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 10 working days.

Q: How many shipping methods you provide? What are the different shipping options? And how much? 
A: We provide:
- Standard Air mail / Air Parcel
- Standard Air Mail / Insured Air Parcel (temporarily unavailable)
- SpeedPost (EMS) (temporarily unavailable)  

For more information on our shipping rate, please check at checkout page. You can estimate the shipping cost at shopping-cart page via the shipping estimator.

Q: What is the insurance covered? How much is it? 
A: It guarantees arrival of the purchased items in good conditions. It is offered at a flat rate of US$4/order. Please note that the insurance does not cover shipping to a wrong address. Insurance fee is considered as part of the shipping and handling fee. Insurance is only available to Retail orders.

Q: Do you ship to US APO/FPO Military addresses and how should I enter the shipping address? 
A: Yes, we ship to APO or FPO military addresses. All APO/FPO orders will be shipped via Standard Shipping in the U.S. without minimum purchase.  

Q: Why was I asked for a phone number in the registration process? 
A: We respect your privacy and will not share, sell any your personal information to any third party. We may need your contact number because we may call you about the order if email does not work. Note that if you choose EXPRESS shipping, a valid contact number is a must; otherwise, we are not be able to ship as no shipping provider will accept an express shipment without a valid contact number. 

Q: I didn't receive my package. What should I do now? When will I receive my package if I place an order today? 
A: Please note that normal transit time for US orders with standard shipping is 10~14 days. For other countries (or territories), it usually takes 2~4 weeks (could be shorter or longer depending on location and custom regulations). Please login to have your shipping information to track. Please contact our Customer Service Team if your order does not arrive in 6 weeks from order date.

For standard shipping, online tracking is not guaranteed. If you would like to get the order in a quicker way, you may use our express service, the cost is a little bit higher, but it is more secure and faster and online tracking step by step is guaranteed (only applicable to major countries). It normally arrives in 1 week for major countries (provided the custom-clearing is smooth).

Please note that express shipping to Brazil, South Africa and Italy is more or less as shipping via ORDINARY airmail, just that you can track online step by step. We don't limit customers from these 3 countries to select this shipping option, but customers should understand the situation before selecting this option.  

Q: Is the shipping fee charged based on order or item?
A: Shipping fee is charged based on shipping weight, shipping options, the total size and weight of your item(s) and your delivery destination.
If an item is lightweight and in bulky size, we will put a higher weight than its actual weight.  

Q: I don't want my order any more, can you recall the shipment and cancel the order? 
A: Once the order is shipped or in the processing stage, it is not possible to recall and not possible to cancel. However, you can still contact us if you would like to send the package back for refund or to exchange for other items available in our shop. For refund and exchange, it is subject to the terms and conditions. Please contact us for help.

Q: How's your business time?
A: We count our business day as Monday to Friday, 10:00am ~ 5:00pm. Saturdays, Sundays and public holidays are not counted as business/working days.

Q: Can orders be shipped via FedEx (or other couriers) or other shipping methods not offered at checkout? 
A: Orders can only be shipped via the shipping methods stated in the Shipping Policy. Other delivery methods are not available at this time unless we agree (e.g. an email confirmation) that before customer's checkout. 

Q: Can I use my own courier account when paying for the express shipping fee? 
A: (If we agree before your checkout) Yes, you may have your own courier to come to our office to pick up, but you may need to contact us before checkout. We reserve the rights to retain PART or ALL of the shipping fees as handling fees and will not be refundable. We cannot guarantee we can use customer's favored shipping methods after the payment for the order is made.

If you wish to ship by your own courier account, you may still contact us, but we cannot guarantee that we can do that because it may have entered the shipping process or we may be not able to use your courier's account. No matter whichever cases, we reserve all the rights to use the shipping method indicated in the order to ship, refund request will not be accepted under such situation. 

Q: When will I know if my order has been shipped?
A: A shipment confirmation email is sent to you once your order is shipped from our warehouse. Please note some e-mail services incorrectly flag automated messages from our servers as spam mail - if you don't receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address - in this case please contact our Customer Service to check whether we received your order.

Note: An order has not been yet flagged shipped does not mean a customer can ask for cancelling an order as it might have entered the process for shipping which we may be not able to stop. 

Tracking Information

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

Links for Tracking for the specific shipping destinations are as follows:

 

Countries 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.    
     

For details, please check with us or the notifications we sent to you when the package ships.

If you are not able to check online, you may still call your local post office by telling them the tracking number given by us. Sometimes they may be able to locate the package even it is shown online.


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

Last update: 13 Nov. 2013.
We reserve the rights to change the terms and conditions stated above without prior notice.

 

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