1. What should I do if I have trouble logging in?
Please follow these instructions:
Check your login details. Your login username is the email address you used for registration.
If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.
Please make sure that your web browser accepts cookies.
Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.
2. Can I get a discount if I make a larger order?
Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department and provide the following information:
- The product(s) that you are interested in
- The exact order quantity for each product
3. What should I do if I want to add or remove the items in the cart?
Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.
1. What is PayPal?
PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used when purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.
2. After making a payment, can I change my billing or shipping information?
Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service
Department as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.
3. How do I know if my payment has been received?
Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we has received payment, the order status will show "Processing".
4.Why am I being asked to "Verify" my payment?
For your protection, your order is being processed by our payment verification team, this is a standard procedure to make sure all transactions made on our site are authorized and your future purchases will be processed in top priority.
1. How do I change the shipping method?
Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.
2. How do I change my shipping address?
In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.
3. When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.
4. How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.
5. How do I track my order?
Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.
6. Why is my tracking number invalid?
The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.
The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
We would advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.
7. If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. We do not add taxes, VAT, duty, or any other hidden charges.
8. If my items are detained by Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the buyer is responsible for clearance of the items.
9. What if my parcel is seized by Customs?
If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.