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Refund Policy

Order cancellation

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

- you do not receive them within the guaranteed time (45 days not including 3-7 day processing);
- you receive a wrong or defective item

We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

*You can submit refund requests within 15 days after the order is delivered. You can do it by sending a message.

Shipping & Delivery

Where do you ship from?
It depends on the products you ordered and the stock in our fulfillment centers. We operate nine fulfillment centers across the United States, United Kingdom, Hong Kong and China. So you may receive your items from different fulfillment centers.

How long does it take to receive my order?

Order processing time takes 3-7 business days before shipment. Deliveries then usually take 10-30 business days. However, due to the distance between countries, slow postal services, and shipping delays it can sometimes take up to 2 months. It depends what you purchased and where you live. When you order from us, you will receive a confirmation email. Once your order is shipped, you will be emailed the tracking information for your order's shipment.

My order has not arrived yet? Even after your promise "30 business days", why?
While some parcels can arrive early, some others may experience shipping delays, or you may live in a more isolated region from our fulfillment centers. If it does not arrive by 8 weeks after ordering, we can help reship your order or refund guaranteed! :)

I have only received part of the shipment, where are the other items?
We ship from different fulfillment centers using different carriers so some items might arrive earlier than others. Also, sometimes parcels experience shipping delays while others do not.

What about possible custom fees?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country (this rarely happens).

Which countries have ePacket shipping (with tracking number) available?
Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Indonesia (currently in a trial run), Israel, Italy, Japan, Kazakhstan (currently in a trial run), Korea, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, Saudi Arabia, Singapore, Spain, Sweden, Switzerland, Thailand (currently in a trial run), Turkey, Ukraine, United Kingdom, United States, and Vietnam (currently in a trial run).

Do you provide free shipping to the United States (USA)?

Yes, free shipping is provided on all U.S. orders! Coverage includes Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.