Frequently Asked Questions (FAQs)
1. Do I need to create an account to order?
No, it’s not necessary. Just click the ‘ADD TO CART’ or ‘BUY IT NOW’ button to place an order.
2. What if I have entered the wrong email address?
Just contact us to change your email address. We can change your email address, name, and shipping address, but we cannot change your order. Please take your time to fill in all details correctly; otherwise, the order we ship to you will be returned to us.
3. What is the currency for the transaction?
The currency for all of our transactions is in US Dollars. However, if your credit card or debit card is based on another currency, the total payable order amount will be calculated following the daily exchange rate on the date your card issuer processes the transaction.
4. What payment options do you accept?
The primary payment option is PayPal. But if you do not have a PayPal account, you’ll still have the option of paying with your credit card or debit card through PayPal upon check out. Please note that the credit cards acceptable to us are Mastercard, Discover, Visa and Amex. Please also note that we do not accept personal checks, money orders, direct bank transfers or cash-on-delivery.
5. How secure is my online payment?
When paying using your credit card, all your details are entered in an SSL secure web page. Your details are then SSL-encrypted and sent directly to our relevant credit card provider’s network, where both your card and transaction details are checked, authorized and approved. Rest assured that your credit card details are not stored on our servers.
6. How can I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, at our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed will be subject to a cancellation fee as determined by the card issuer, irrespective of how soon the cancellation is made. The merchant processor/credit card charges us a fee for the cancellation.
However, any order that has already been packed or shipped cannot be cancelled.
7. What language should I use for my shipping address?
Since our online store and service are in English, all details that you entered are required to be in English, including punctuations. If certain letters of your address contain non-English letters, please use similar English ones instead.
8. Can I change my shipping address after I have placed an order?
Please note that your shipping address cannot be changed after the order has been processed or shipped. We strongly advise you to enter your residential address as your shipping address instead of your vocational address. We are uncertain as to how long the destination’s customs department will have the order on hold.
9. How long will it take for my order to arrive?
The delivery time is based on the shipping option available in terms of low cost and reliable delivery. Once the order has left our warehouse, we will email your tracking information the next day, as it normally becomes available 24 hours after we have shipped the parcel. Please refer to the ‘Shipping Information’ as provided.
10. How do I track my order?
Shipping confirmation and the tracking number will be emailed to you once the tracking number has been generated. Usually, you will receive the tracking number a day or two after we have shipped your order.
Please get in touch with us if you do not receive the tracking number after 5 business days from the day you completed your order.
11. Can I use several discount codes in one order?
Discount and promotion codes cannot be used in conjunction with other discounts and promotions unless stated otherwise.
12. What should I do if I found missing items in my order?
If there are missing items, please get in touch with us immediately.
13. How soon will my order be processed?
All orders are sent to the suppliers for despatch within 24 hours upon placement of the orders. Then, both the supplier and the relevant courier company will process the orders, which takes another 2 to 4 days.
14. Will my order be subjected to customs duties and taxes?
The prices shown on our online store in US Dollars are tax-free. However, you may be liable to pay customs duties and taxes once you receive your order.
Import taxes or related custom duties may be charged once your order arrives at its final destination, which your local customs department determines. Please note that we do not cover any payment of such taxes and duties.
We are not liable for any delay due to the customs department in your country. For further details of taxes or duties concerning your order, please contact your local customs department.
15. How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Would you please provide your order number as well as the reason for your return? Our customer service team will review the return request and send further instructions if the return is approved.
To find out more about returnable and non-returnable items, please refer to the Return Policy. All returning items shall be in original condition with packaging intact.
16. What if the item I received is defective/incorrect/damaged?
Please get in touch with us within 7 days upon receiving your order that is defective, incorrect and/or damaged. Please include your order number, photographs of the item and all related references upon receiving your order. We will do our best to resolve the issue as soon as we can.
17. How long will it take for the return process?
Processing of return items may take up to 14 business days from the day we receive the item. We will send an email to you to confirm it once it has been processed.
18. When will I receive my refund?
All refunds will be credited to your original method of payment. For example, if you paid by credit card or debit card, a refund will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please get in touch with your card-issuing bank on when the refund will be credited to your account.