Frequently Asked Questions
Can I cancel my order?
All orders can only be cancelled within 24 hours after payment is completed and before the item has shipped. Once the 24-hour window has passed or the order has entered the shipping process, cancellation requests will no longer be accepted.
Does the store offer refunds, replacements, or compensation for stolen packages?
According to our official shipping policy, our responsibility for an order ends once tracking shows "Delivered." The carrier's official delivery records and proof of delivery serve as final, valid evidence of successful delivery. We do not offer refunds, replacements, or any form of compensation for packages reported stolen after delivery confirmation.
What is the return/exchange process and timeline?
Customers may submit a valid exchange request within 14 calendar days from the date of delivery. Exchange requests submitted after the 14-day window will not be accepted. Items received beyond this timeframe are considered accepted by the customer, and no after-sales exchange service will be provided.
Why hasn't my tracking information updated after I received the tracking number?
We partner with multiple reputable carriers to provide global shipping for our orders. Some items may experience temporary customs inspection, detention, or return due to product characteristics, local customs policies, or unforeseen international shipping issues. In such cases, the initially generated tracking number may temporarily become invalid or fail to update properly. If you notice abnormal tracking status or long delays, please contact customer service promptly for verification and assistance.
What should I do if tracking shows "Delivered" but I haven't received my package?
If tracking shows your order was delivered but you cannot find the package at your door or mailbox, please take the following steps first:
Check if family members, roommates, or neighbors accepted and held the package for you
Contact your local post office or delivery carrier to confirm the exact drop-off location and delivery records
If you confirm the package was stolen after delivery, we regret that we cannot provide further after-sales support or compensation. To avoid lost packages, we recommend actively monitoring your tracking once the number is available and staying in contact with your carrier to prevent packages from being left in unsecured, theft-prone areas.
How long is the total delivery time?
The total delivery period for all paid in-stock orders consists of two phases:
Internal processing: Order sorting, quality inspection, and packaging take 2 business days
Shipping: Standard international shipping takes 10–15 business days, and expedited shipping takes 5–7 business days
Minor delays may occasionally occur due to factors such as international customs clearance, weather, or transit hubs. To ensure your shopping experience, we guarantee all orders will be delivered within one month of payment confirmation.