FAQ
Payment
What payment methods are accepted?
We accept a variety of payment methods, such as credit cards, debit cards, cryptocurrency, and others. You can see the available payment options on the checkout page.
Why my payment have been declined?
Payments can be declined due to reasons like inaccurate credit card details, insufficient funds, or issues with the payment service provider. To address this, please verify the accuracy of your payment information or reach out to your payment provider for assistance.
Do you provide a cash-on-delivery (COD) payment option?
We do not offer cash-on-delivery. You must utilize online payment methods when making a purchase.
Can I apply a discount code or gift card during checkout?
Yes, you can enter a discount code or gift card details on the checkout page to avail discounts.
Is payment secure on your website?
Yes, we implement various security measures such as encryption technology and PCI-compliant payment processing. Our website holds the McAfee SECURE certification and is recognized by Google Safe Browsing for added security.
How will I know that my payment was successful and that my order has been confirmed?
You will receive an order confirmation email immediately after making a successful payment. This email will contain detailed information about your order.
How can I request a refund?
If you need a refund, please reach out to our customer support team with your order details. We will help you with the refund process following our refund policy.
How can I access my order history after completing a payment?
To access your order history after making a payment, log in to your account and navigate to the “My Account” page. Within the order history section, you can review payment details and check the status of your previous orders.
Shipping
What's the shipping policy?
Free shipping is available for orders within the United States and Australia. For select countries, we offer the DDP (Delivery Duty Paid) method, eliminating the need for customs clearance and duties on your end.
Shipping Methods:
- USA: UPS Express (excluding Alaska and Hawaii)
- UK: Local DPD Express
- Europe: UPS Express/ DPD Express/ DHL Express
- European countries eligible for DDP Method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Denmark, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.
Note: Shipments to European countries, excluding the UK, will be cleared in Germany and then shipped to other European destinations from there.
We also offer shipping to:
- UAE (Dubai only)
- South Africa
- Vietnam
- West Malaysia (excluding Kalimantan Island)
Country | Shipping Method | Shipping Time |
USA | Local UPS Ground | 10~15 Days |
UK | Local DPD Express | 7~12 Days |
Germany | UPS/DPD/DHL Germany | 8~15 Days |
France | UPS/DPD/DHL Germany | 10~15 Days |
Belgium | UPS/DPD/DHL Germany | 10~15 Days |
Luxembourg | UPS/DPD/DHL Germany | 10~15 Days |
Netherlands | UPS/DPD/DHL Germany | 10~15 Days |
Czech Republic | UPS/DPD/DHL Germany | 10~15 Days |
Poland | UPS/DPD/DHL Germany | 10~15 Days |
Croatia | UPS/DPD/DHL Germany | 10~15 Days |
Slovakia | UPS/DPD/DHL Germany | 10~15 Days |
Slovenia | UPS/DPD/DHL Germany | 10~15 Days |
Finland | UPS/DPD/DHL Germany | 10~15 Days |
Denmark | UPS/DPD/DHL Germany | 10~15 Days |
Sweden | UPS/DPD/DHL Germany | 10~15 Days |
Austria | UPS/DPD/DHL Germany | 10~15 Days |
Italy | UPS/DPD/DHL Germany | 10~15 Days |
Hungary | UPS/DPD/DHL Germany | 10~15 Days |
Lithuania | UPS/DPD/DHL Germany | 10~15 Days |
Estonia | UPS/DPD/DHL Germany | 10~15 Days |
Latvia | UPS/DPD/DHL Germany | 10~15 Days |
Greece | UPS/DPD/DHL Germany | 10~15 Days |
Ireland | UPS/DPD/DHL Germany | 10~15 Days |
Portugal | UPS/DPD/DHL Germany | 10~15 Days |
Spain | UPS/DPD/DHL Germany | 10~15 Days |
UAE (Dubai only) | Dubai dedicated line | 12~18 Days |
South Africa | South Africa dedicated line | 15~25 Days |
Vietnam | Vietnam dedicated line | 3~5 Days |
West Malaysia | Malaysia dedicated line | 4~8 Days |
Other countries
For countries not mentioned earlier, customs clearance and duty payment are necessary upon the arrival of your package. To determine the exact tax amount, it is advisable to contact your local customs authorities for specific information. Additionally, your customs department might request a business license if applicable.
What factors are considered when calculating shipping costs?
Shipping costs are determined based on the weight of the items, the destination of the shipment, and the chosen shipping method. The total shipping cost is usually displayed during the checkout process.
In case of a lost or delayed package, what steps should I take?
If your package is lost or experiencing significant delays, kindly reach out to our customer support team. We will conduct an investigation and provide assistance in resolving the matter.
What are the methods available for tracking my order?
To track your order, you can log into your account and navigate to the “Order History” section. Additionally, we send order tracking details to you via email.
Are customs duties necessary for my purchase?
Currently, customs duties are not required, with the exception of Canada and Denmark.
What is the approximate shipping timeframe?
The stocking time ranges from 1 to 5 days, while the shipping time typically falls between 7 and 15 days, varying based on the product.
Security
How is the security of a website maintained?
Various security measures are implemented to safeguard your data and transactions on the website, such as data encryption, firewalls, and routine security assessments.
How is the protection of my personal information guaranteed?
We uphold our privacy policy rigorously, ensuring that your personal information is not shared or sold. Your details are exclusively utilized for order processing and customer assistance purposes.
Is the payment information kept secure?
We utilize a secure payment processing system that meets PCI standards to safeguard the security of your payment details.
What steps can I take to generate a robust password?
Crafting a strong password entails incorporating a mix of letters, numbers, and special characters while steering clear of easily guessable details like birthdays. Regularly changing your password further bolsters security.
What methods can I employ to confirm the legitimacy of a website?
Verify the authenticity of a website by confirming that its URL matches the official website. Additionally, check for the presence of an SSL certificate, which signifies that the site is secure.
What should I do if I come across suspicious activity?
If you encounter any suspicious activity or security issues, please reach out to our customer support right away. We will investigate the matter and take appropriate actions.
Do you have any measures in place to prevent phishing?
Yes, we have implemented anti-phishing measures to mitigate fraudulent activities on malicious websites and emails.
Returns
How can I modify the items in my order?
To make changes to your order, you can do so until 11:00 pm (PDT -7 GMT) on the same day the order was placed. Please reach out to us at [email protected] to request any modifications.
What is the process for returning a product?
Our return policy allows for returns within 15 days of receiving your item. To qualify for a return, ensure the item is in its original condition, unworn or unused, with tags, and in the original packaging. You will also need the receipt or proof of purchase.
To start a return, contact us at [email protected] . If your return is approved, we will provide a return shipping label and instructions on how and where to send the package. Please note that items returned without prior authorization will not be accepted. For any further inquiries regarding returns, feel free to reach out to us at [email protected] .