Last updated: Oct 1, 2018
1. How much is shipping?
This depends on the product ordered, total weight and where we are shipping to. Our standard US shipping cost is $5.00 unless you order a large amount of weight. We do have free shipping promotion occasionally, check out our seasonal promotions on our homepage.
2. How long does it take for an order to arrive?
All items are prepared and shipped from our warehouse within 3 to 5 business days from the time of purchase. However, handling and shipping time may take longer than usual during peak seasons and holidays. For standard shipping, it will take another 3 to 6 days to arrive, depends on location.
3. How do I track my package?
Once your order is shipped, we will drop you a shipping notification email with tracking number information. We will send this email to the email address provided by you during the checkout. Do check your “spam” folder if you did not receive any email from us. Or you can also reach out to our customer support team at email@example.com to ask questions anytime.
4. I ordered 2+ items, but only received one... where's my order?
Different products are packed individually and they could be located at different warehouses. At times, if one warehouse runs out of stock, the item will be shipped from another warehouse. So, if you did not receive all your items in the first shipment, they could be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.
5. Do you ship internationally?
We currently do not offer international shipping. This is something that will be available in the near future.
RETURNS & EXCHANGES
1. What is your return/exchange policy?
We stand behind the quality of our products and guarantee our workmanship. If there are any manufacturing defects, we will replace at no additional charge. Return must be made within 30 days of receiving the product and after confirmation with us through email at firstname.lastname@example.org. Unwarranted returns will be subjected to $5 restocking fee. However, we do not accept returns or exchanges for your selection of incorrect items, sizes, designs, etc. Therefore, please be sure to consult the size chart (available on all product pages for convenience) before purchasing to ensure that your item will fit correctly.
2. What do I do if I received the wrong item or my item is defective?
If this happens, we are truly sorry. Please email us at email@example.com and tell us your order number and how we messed up. We would really appreciate if you are able to provide us some photos or short video clip of the defective item. We are human and do make mistakes. We will make sure to correct the issue ASAP!
3. How do I return a product for refund?
If you want to return your item for a refund you may do so within 30 days. Please email us at firstname.lastname@example.org and we will guide you through the steps.
We do not refund shipping cost and return items may subject to a $5 restocking fee per item. Items must be in the original unused condition and packaging and without missing parts. The refund will go back onto the original method of payment. For more insights, please view our Return and Refund Policy.
4. How do I return a product for exchange?
Before return the item, please send us an email at email@example.com to confirm if the item is entitled for exchange. Unwarranted returns will be subjected to $5 restocking fee. On the package you received, there will be a return address included, if you do not have the return address, do drop us an email for further assistance with your order number. Return items must be in new condition (not worn/washed, free of hair or strong odors, etc). Return shipping costs are the customer's responsibility, and original shipping fees for the order are non-refundable. Once we received the return item for exchange, we will inspect to make sure the item is in original unused condition without any wear and tear. Then, we will process the exchange as soon as possible.
5. I just noticed that I chose the wrong item by mistake, can you swap my product?
Please contact us as soon as you find out that you have made an error. If we catch the issue before the item goes into production, we can make the change. Once the item goes into production, we may no longer able to make changes. Remember, we strive to send out your product ASAP so act fast!
6. I just noticed that I chose the wrong size by mistake, can you fix this?
Once we received your order, normally it will goes into production within 12 hours. We can still make modification before the item goes into production, but once it was placed in production, we can no longer make any modifications or cancellation. So, please act fast!
Please be sure to consult the size chart (available on all product pages for convenience) before purchasing to ensure that your item will fit correctly.