Last updated: May 28, 2017
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 $4.95 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 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 firstname.lastname@example.org to ask questions anytime.
3. How long does it take for an order to arrive?
This depends on the shipping method. For Express shipping, it normally takes about 2-5 days (excluding weekends and public holidays) to arrive. For Standard shipping, it normally takes about 4-10 days (excluding weekends and public holidays) to arrive.
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 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 will take care of you and cover all costs of getting you the right item. We will send you a new item and pay for your shipping to send that one back to us. We are human and do make mistakes. We will make sure to correct the issue ASAP!
2. 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 there is a $5 restocking fee per item. Items must be in the original condition and packaging without wears and tears. The refund will go back onto the original method of payment. For more insights, please view our Return and Refund Policy.