Do I need to have an account to order?
No, you can also place an order as a guest. However, there are some benefits if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special offers
What if I forgot my password?
On the login page, click "Forgot your password?" and you will be redirected to a page where you can create a new password.
What if I entered the wrong email address?
Please contact us so we can change your email address. We can change your email address, name and address, but we cannot change your order.
Are there exchange rates?
All our transactions are based on US dollars. If your credit card is based on another currency, your order total will be calculated according to the daily exchange rate on the date your card issuer processes the transaction.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments or cash on delivery.
How secure is my online order?
When you shop online using your credit card, all of your information is entered into a secure SSL web page. Your details are then encrypted with SSL and sent directly to our credit card provider's network where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.
How can I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or reject the order, or any part thereof, in our sole discretion, even after the Customer has received an order confirmation or after the credit card has been authorised. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original payment method.
Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the Total Price regardless of the time the order was placed (even if it is as little as one second later) as our merchant processor/credit card charges a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be cancelled.
How do I set my shipping address?
Since our website and service are based on English, all information entered by you must be English input method, including punctuation. If some letters in your address contain non-English letters, we advise you to use the English equivalent. For example, you can change the letter "?" in "c".
Can I change my shipping address after placing an order?
Please note that your shipping address cannot be revised after the order has been processed or shipped. Please update the shipping address to your home address instead of your vacation address as we don't know how long the destination customs will hold the package.
When will my order arrive?
Delivery time is based on the shipping option you have selected. Once the order is shipped, we will email the tracking information the next day, as tracking information generally becomes available 24 hours after the order is shipped. We are not responsible for delays caused by the customs department in your country.
How do I track my order?
We will email tracking information once your order has been shipped. Typically, you will receive the tracking number one day after your order ships.
Can I use multiple discount codes on one order?
Offer and discount codes cannot be used in conjunction with other offers and discounts unless otherwise stated.
What if I'm missing items in my order?
If something is still missing, please contact us immediately.
SHIPPING AND CUSTOMS
When will my order be processed?
Please allow extra time for your order to be processed during holidays and sales periods.
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and will be shipped the next day after the processing day. Please note that we do not ship
on weekends.
Please contact us if you do not receive a tracking confirmation after 5 business days from the day you completed your payment.
How will my order be shipped?
For shipping methods, please read our Shipping page.
Will I be charged customs and taxes?
The prices shown on our website are duty free in US dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order reaches its final destination, which are determined by your local customs office.
Payment of these charges and taxes is your responsibility and is not covered by us. We are not responsible for delays caused by the customs department in your country. For more details on charges, please contact your local customs office.
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