FAQ
As for issuing an order:
1. What payment means is acceptable?
We take credit card (Visa, Master, Amex).
2. Is it secure for me to pay on your website?
All online payments are secure and protected. Our website has established a
safe transaction environment. Encryption is applied in our order system so as
to protect your personal registration information on our website. If your
browser and local network support application of transmission of encrypted
data, the encryption system will offer you a reliable environment for shopping.
3. If errors occur when I use credit card to pay, what should I do?
If errors occur when you pay with credit card, please return to the page of
goods and purchase again. The previous unpaid order will be cancelled within 24
hours. Or contact your credit card company to make sure that your card is
authorized for transaction. If you have three or more orders which cannot be
accepted by our payment system, please contact us for help.
4. What happens if my credit card is charged yet my order does not pass?
If you do not receive order confirmation number within 24-48 hours, it means
that your order is not yet finished. If the cost of a failed order is charged
from your credit card, we will return the money to your credit card account; or
you can contact us to continue to deal with the already paid order. For all
orders paid successfully and confirmed, our warehouse will promptly arrange
shipments.
5. If I cannot issue an order on the Internet, what should I do?
If you encounter this problem, please try as follows:
First of all, please delete your browser’s cookies and restart the browser, and
try again after shutting down your computer’s fire wall. Second: if the problem
still exists, please apply another computer or web browser, for instance,
Firefox, and then try again. Or you can wait for a few hours before trying to
log in again. At last: if the steps mentioned above do not work, please feel
free to contact us!
As for disposal of
orders:
1. Do all of your goods have inventory?
Generally, all goods listed on our website have inventory. However, at times,
some goods’ inventory may be intense due to a big quantity demanded. If you
have already selected an object and paid for it, yet for some reason it is out
of stock, we will contact you as soon as possible, and we suggest that you
choose other similar goods or we will return the money back to your account in
time.
2. Is it possible to change order after payment is conducted?
Please note that, once orders are successfully issued and disposed, it is hard
to make changes or cancel them. If you want to change your order, please
contact us, and we will try our best to meet your demands. Yet, once your
package is delivered, the order cannot be altered or cancelled.
3. Can I cancel orders?
Order cancellation must be applied before goods are delivered. We generally
handle orders within 24 hours after they are generated, and arrange for
shipments within 24-48 hours. When goods are arranged for delivery, orders
cannot be cancelled.
4. How to cancel orders?
Please contact our customer service via E-mail within 24 hours of ordering, yet
note that, sometimes goods will be arranged for shipment within 24 hours after
an order is successfully issued. On the basis of your ordering time, the closer
it is to packages’ collecting schedule (decided by express company), the faster
are the goods delivered.
5. What are the transport means and when the goods is delivered?
When will goods be delivered to you is determined by your location and the
products you purchase. In general, we arrange shipments within 24-48 hours
after payment. We have several transport means. If you are interested in more
shipment information, please contact our customer service.
6. How can I track my order?
You can check your delivery status at all times on our website. We will send
corresponding tracking number through E-mail after goods are delivered. Please
refer to our transport policy. Sometimes, express website may not be able to promptly
update packages’ latest status, so please wait patiently for 3 days and then
check again.
7. What if my order could never be delivered?
Please make sure that all the goods in your order are delivered. If it shows on
the tracking website that your package has been delivered, yet you receive
nothing within 2 weeks, please contact our customer service for help.
As for after-sales service:
1. How to return goods?
We offer our customers high quality products and outstanding services. If you
require returns or exchanges, we are happy to be at your service. Goods can be
returned or exchanged, or refund can be applied for no reason within 14 days
after goods are purchased.
2. How long does it take for returns, exchanges or refunds?
The total amount of time consists of two sections. The first one is the
disposal time, which starts from when you apply for returns, exchanges or
refunds, plus the time for us to deal with the procedure. The second part is
about the practical time of consignment, which refers to the period of
exchanging goods and redelivering them to you.