For better serivce, we collect the common logistics problem and solutions you may concerned as below. If more questions, please exit this page, click [Account-Contact Us] to contact online service.
Delivery Time Information
Total Delivery Time = Prepare your order (3~5 business days) + Ship your package (7~12 business days) + deliver the package to you (5~8 business days) = 15~25 Business Days
Shipping Fee Information
1. Parcels weight less than 5KG = Basic fee (vary from different countries, please check exact amount on the CheckOut page.)
2. Parcels weight over 5 KG = Basic fee + Extra fee (5$/0.5KG)
*The product processing time depends on the time frame of the quality check, the packaging and also on the store contingent of the individual product.
How can I track the shipping information？
1.Go to【Account- My Orders】
2.Select the order that has been shipped
3.Click " View logistics"
Should I pay customs fee. Vat or duties？
Basically, you don't need to pay customs fees or duties.
However, customs policies vary greatly from country to country and we cannot predict whether they will arise, but we are willing to bear all duties on behalf of our customers.
Therefore, if you need to pay customs duties, VAT and duties, please contact us and we will reimburse you when you pay (please note that a VAT invoice is required for reimbursement).
Reminder: If you receive a customs payment notice, we recommend that you contact our customer service first to confirm whether the notice is authentic to avoid being defrauded.
What can I do if tracking shows recipient absent/ cannot reach customer？
Look for a notification card or slip in your letterbox or on your door, and follow the instruction on that notice to collect your parcel asap. If no notification could be found, please contact the local carrier asap.
What I need to do when"Returned to the sender" shows on the tracking information？
Due to delivery failure, absence of the recipient, end of the pick-up period, etc., your package will be returned to the overseas warehouse of the shipping company, which means the package may not reach you.
Fortunately, we may support a resend service for your package, so if this happens, please contact us by clicking [Account] - [Contact Us] on APP as soon as possible and we will apply for a resend (if supported) or refund you.
What should I do if tracking information shows"delivered"but I haven't received it?
The package may have been delivered to you or a family member or neighbor and placed in a safe place.
Most packages arrive on time when they say "Delivered." But sometimes you may not be able to find your package. The following tips may be helpful:
1. Check if others at your address have accepted.
2. Look around the delivery location. Your package may have been left at your neighbor's property or in a safe place such as a porch or garage.
3. Contact your local carrier as soon as possible and ask if they have more information about the location of your package.
4. If you still cannot solve the problem after trying the above steps, please contact us. Please note that refund inquiries will be accepted within 15 days of "Delivered" tracking information appearing.