Order Missing
Please contact us if you do not receive your order after 90 days, we will contact the courier company for updates and provide a refund to you if the order is unable to deliver or lost.
Defects
Please contact us and attach videos/pictures to indicate the problem if there is any defect in the product you received. Please keep everything from the order intact. We will provide a replacement or refund after we receive and confirms the return.
Delays
The longest shipping delay we have encountered since the COVID-19 pandemic is over 140 days (as of the first tacking update, Excludes order processing time) is with the default free shipping option. If your order delays for more than 140 days, please contact us for a solution (refund or reshipment).
Announcement
The COVID-19 pandemic has disrupted all international shippings, despite our effort to provide the best possible services we can, there may still be unexpected problems beyond our control. We sincerely apologize for anything that may happen and thank you for your understanding and effort to keep open communication.
Returns
Return Window
The return window is open for 7 days, as of the date of arrival (according to tracking records).
Please first contact us to open your return request. We will then confirm your return eligibility and facilitate your return process.
Eligibility
To be eligible for a return, all items from your order must be in the same condition as you received, with the original packaging and all parts intact. A restocking fee (35% of the item’s retail value) will be applied if the returned package has parts missing, human error damages, or severe packaging damages.
If the return is caused by the product quality or the mistake from us, you will be guaranteed to get 100% refund.
Refunds
Cleared Returns
Once your return is received and inspected by our staff, we will send you an email notification to update your return status and confirm the refund solution.
If you are cleared for a full refund, the refund will be processed within 48 hours, and the credit will automatically be applied to your credit card or original method of payment. (Usually in about 15 business days, depends on the processing speed of your payment provider.)
Uncleared Returns
Our staff will inspect the return once it is received. If there is any issue with the return (eg. missing parts, damages), we will send you an email notification on your return status. We discuss a solution based on the problem that occurred.
Exchanges
Unfortunately, we do not provide free exchanges. Please contact us for detail information if you would like to apply for an product exchange within the return window.Non-Returnable Items:
Free & Promotional products
Free products, samples and promotional products with no-refund disclaimer are ineligible for refund.
Credits and Gift cards
Shop credits or gift cards are ineligible for cash refund.
Discounts
Promotions and discounts used in order are ineligible to apply full-refund, refund will be based on the actual amount paid.
Third-Party Fees
Any third-party fee incurred are ineligible for a refund. These may include but are not limited to: Foreign Transaction Fee from the customer's payment service, custom taxes, VAT, or expedited international shipping.
Products purchased from Distributors
Please contact the distributor/seller for your order refund, we are unable to track order information or provide refund for products purchased from distributors.
Return Shipping
To return your product, please contact us to confirm the return address.Shipping Cost
You are responsible for the return shipping costs. Shipping costs are non-refundable. If a shipping label is purchased, the cost of return shipping will be deducted from the final refund.Insurance Advice
If your shipment value is over $75 USD, we suggest you consider a credible shipping service with tracking available or purchase shipping insurance.
We DO NOT guarantee any refund if we do not receive the return.
