Frequently Asked Questions
How can I contact your customer support team?
Our customer support team is here to assist you. You can reach us by sending an email to firstname.lastname@example.org.
How can I place an order?
What’s your return/refund policy?
Your satisfaction is guaranteed. You can send the items back for full refund within 15 days after receiving the package. You must ensure that the items are not used and in the original packing. You pay the shipping cost to ship the items back to us. We recommend using a shipping service that provides tracking information such as USPS with Delivery Confirmation or UPS/Fedex/DHL.
- We will support you to return if there is any problem from manufacturing defect
- If your item has any problem with production, please contact us within 24 hours for a solution!
- Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please message us with photos, videos of wrong/damaged items and we’ll sort that out for you.
Do you offer international shipping?
Yes, we offer international shipping to many countries.
During the checkout process, you'll be able to select your country for shipping. Please note that customs fees and import taxes may apply and are the responsibility of the customer
How do I change or cancel my order?
In the event you wish to cancel or change your order, please contact us within 2 hours of your order at email@example.com. As all of our products are handmade, changes after 2 hours will not be allowed. *Please note that any orders that have already been packed or shipped cannot be canceled.
Can I call to order?
Unfortunately, you cannot place an order over the phone.
Payment & Delivery
What payment methods do you accept?
We accept payment via PayPal, Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit.
Can I pay when I have received the product?
Your payment must be made before shipment.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us at firstname.lastname@example.org within 2 hours after placing your order with an e-If you need to change your shipping address, please contact us at email@example.com within 2 hours after placing your order with an e-mail titled "Shipping Address Change" to route to the appropriate department.
How do I track my order?
When available, we will send you the tracking number with the confirmation email so that you can track the package online.
Why the tracking status has not been updated?
Tracking information may not update immediately in some cases, however, please rest assured your item is on its way. Here are some reasons why tracking information may not be available:
- There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier.Therefore, please hold on for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- There may not be any updates available when the package is in transit. The tracking information should pick up again once your packages reaches your local area. The delivery time frame is valid regardless of the tracking information's availability online.
If your tracking status has not been updated for over 10 days, please contact us through our Customer Service email: firstname.lastname@example.org immediately and we will offer you further assistance.
How long does delivery take?
We process orders on business days which are Monday through Friday, Pacific Standard Times, and exclude holidays observed by the Post Office: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
Shipping & Processing:
- Processing day: 1-5 business days
- Shipping Day: All orders are normally shipped within 3 to 5 business days. Please email us by email@example.com if you need to have the order before a certain date.
- Customers outside United States will pay customs fee as applicable in their country.