We’ve compiled answers to some of the most common questions we receive. If you can’t find the answer you’re looking for, please don’t hesitate to contact our customer service team.
Account & Login
What should I do if I have trouble logging in?
If you are having difficulty logging into your account, please follow these steps:
- Check Your Details: Ensure you are using the correct login details. Your username is the email address you used to register.
- Reset Your Password: If you have forgotten your password, click the “Forgot Password?” or similar link on the Sign-In page. You will be guided through the steps to reset your password via email.
- Contact Support: If you are still unable to access your account, please contact our customer service. We can assist you by assigning a temporary password, which you can change immediately after logging in.
Ordering & Products
Are all your items in stock?
Generally, all items listed on our website are in stock and available for purchase. However, due to high demand, an item may occasionally go out of stock. If you purchase an item that is not available for any reason, we will contact you as soon as possible. We will offer you the choice of a similar item or provide a prompt and full refund to your original payment method.
What currency do you use?
All prices on our website are shown in US Dollars (USD). The final transaction will be processed in USD based on the current exchange rate.
Can I cancel my order?
A cancellation request must be made before your order has been shipped. We typically process orders within 24 hours and ship them within 24-48 hours. Once an order has been shipped, it cannot be cancelled.
Can I return a product if I have a problem with it?
Yes. We are confident you will be delighted with your purchase. All products are carefully checked before shipment. However, if you encounter any problems, we accept returns or exchanges within 30 days of delivery. Please contact us as soon as you receive your parcel to report the issue and begin the process. For full details, please see our Return & Exchange Policy.
Shipping & Delivery
What countries do you ship to and what is the shipping cost?
We ship worldwide.
- Free EMS Shipping: We offer free shipping via EMS to most countries.
- DHL Shipping: For some countries, shipping is handled by DHL at a flat rate of $50 per bag. However, you can enjoy free DHL shipping on orders over $300 (after any applicable discounts, such as the Western Union discount).
After making a payment, can I change my shipping information?
If you need to change your shipping address, please contact our customer service immediately.
- Before Shipment: If your order has not yet been dispatched, we can update the shipping address for you.
- After Shipment: If your package has already been shipped, we are unable to change the shipping information while it is in transit.
How long will delivery take?
Delivery times are estimates and begin from the date of shipment.
- EMS Delivery: Approximately 5-7 business days.
- DHL Delivery: Approximately 5-6 business days.
Please allow for potential delays. In some circumstances, delivery may take up to 10 business days.
How do I track my parcel?
Once your order is shipped, we will provide you with a tracking number. You can check your delivery status on the website of the relevant shipping company (e.g., EMS or DHL). Please allow 2-3 days for the carrier’s website to update the tracking information after you receive the number.
Do I need to pay any taxes?
To help you avoid or minimize import taxes, we typically declare the package at a lower value. The specific value declared is based on your country’s import regulations. However, the customer is ultimately responsible for any customs duties or import taxes that may be charged.
If you would like us to declare the package at its full, actual value, please let us know before we dispatch your order.
Payment Information
What payment methods do you accept?
We accept the following payment methods:
- Credit Cards (Visa, Mastercard, etc.)
- Western Union (Enjoy a 10% discount on your order)
- Bank Transfer (Enjoy a 10% discount on your order)
Is my payment on your site secure?
Absolutely. All online payments are safe and secure. Our website uses an industry-standard SSL (Secure Socket Layer) encryption system to protect your personal and payment information, creating a secure transaction environment.
How do I know if my payment has been received?
Once we receive your payment, we will send a confirmation email to notify you.
How long will it take to process my order after payment?
We will process your order within 24 hours on business days. However, please allow 2-3 days for order handling, as each item undergoes a strict quality check before being shipped.