Delivery FAQ
How quickly can you answer my question?
Customer Service Response Time
We answer messages in the order they are received and do our best to respond as promptly as possible.
In most cases, we reply within 24 hours of receiving a message.
Please note: During national holidays or festive periods, responses may take a little longer.
Can i change my shipping address after my order has been placed?
Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
How long is the processing period?
Order Processing Times
Order processing times are between 1 to 3 business days after the day you place your order.
Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may take up to 3 business days following the day your order was placed.
Please note: During national holidays or festive periods, processing may take a few extra days.
Will my order come in one package?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.
Out of stock/backordered items:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
How can I track my order?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
Why isn't my tracking number working?
If your tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
What do i do if something is missing in my order or is damaged?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. To get a hold of us to assist you please either use the Contact Us tab.
