FAQs

Questions about Order Placing:



1. What methods of payment do you accept?

You can place an order on our website and pay with Paypal and credit card. At this time, we do not accept checks or money orders. 

2. Do you accept international orders?

We can ship your order almost anywhere in the world. However, due to the remoteness of some areas and the inability to deliver logistics, we will choose a longer transportation method. These countries include Norway, Puerto Rico, Hawaii, Alaska, Georgia, Italy's remote zip code 21010, etc. The shipping time is about 1-2 months, excluding special holidays.

3. Can I pay over the phone?

Sorry, currently we don't accept any payment over the phone. Please visit our website to pick your favorite items and finish your payment online.

4. Is my payment on your site secure?

All online payments are safe and secured. Our website has created a secure transaction environment. The ordering system we used is the industry standard for encryption technology to protect your private information registered on our site. The encryption system provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.

5. What should I do if I am getting an error when I pay with my credit card?

If you are trying to checkout using a credit card as your payment method but receiving an error, please go back and place an order again, your previous orders placed without a payment will be canceled within 24 hours. Please check with your credit card company to ensure that your card is available.

6. What can I do, if I cannot place an order successfully online?

If you encounter this problem, please try the following steps: First, please clear the cookies, restart the browser, turn off Firewall and then try again. Second, if the problem persists, please change another computer or another internet browser, such as Firefox, and then try. Or you can try to log in after several hours. Last, if the above steps don’t work, you can contact us.


Questions about Order Processing:



1. Are all your items in stock?

Generally speaking, all of our items listed on the website are available. But occasionally some items may be out of order due to strong demand. If you pickup an item and pay for it, but for any reason, it is not available, we will contact you as quickly as possible, and either suggest you to choose the other similar item or process a prompt refund to your account.

2. Can I change my order after my credit card is charged?

Please be advised that once an order has been placed and processed, it is difficult to make modifications and cancellations. If you want to change your order, please click the button contact us. We shall do our best to accommodate your situation. But once your order has been shipped, the order cannot be changed or canceled.

3. When will I get my tracking number?

Your tracking number will only be available when your order has been shipped, this usually takes between 7 - 10 business days after production. After that, with Standard shipping, we advise you to wait another 7-10 business days for shipping details to be updated on the tracking site. To follow your order's processing timeline, please check the email with the order delivery notice that we send, which contains your tracking link. If you missed this email, you can contact us through customer service email: [email protected].

4. Why has the tracking status not been updated? What should I do?

Tracking information may not be updated immediately for some reasons, such as:

 - The tracking number has just been created. After being sent out, your tracking number will need up to 7 business days to be updated due to delays between the scanning process and the website's updates.

 - The package may not be scanned until it reaches the regional hub near the destination.

 - The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.

However, if your tracking status has not been updated for over 10 business days, please contact us at [email protected] to be supported right away.

5. Where do we ship from?

We have several fulfillment centers around the world. All orders are shipped from the warehouse closest to the shipping address as long as it has sufficient stock.

6. Why are my items shipped separately?

If your order contains a variety of products, your order may be split into several parcels because of excess weight (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout). You will receive a shipping notification for each shipment in your order. If the second package does not arrive after a few next days, chat with us at [email protected] and you will be assisted right away.

7. Can I use multiple addresses on one order?

Unfortunately, each order will be shipped to 1 shipping address. If you want your items shipped to different addresses, kindly make separate orders.

8. Why do my goods not look like the picture?

Each product is handcrafted by us, painting and size may vary.

9. What should I do if my order never arrived?

Be sure that all of your orders have shipped already. If your order displays your package on the tracking website has been sent, and you don't receive it in 2 weeks; please contact customer service for assistance.

10. How do I cancel my order?

You can contact our customer service to cancel the order. If the order has not been processed within 2 hours after placing the order, we will process it according to your requirements. Please note that if the order exceeds 24 hours and the delivery has been arranged, if you cancel the order, our principle is not allowed. For mandatory cancellation, please pay a 15% fee. Once an order has been processed, changes cannot be made, including cancellations.

11. Which courier company dispatched my order?

We will notify you by email when the order is placed. The Express company is usually FedEx, Yun Express, or DHL. You can check your logistics information after the logistics information is updated. Click here for detailed shipping information. Sorry for the long wait, but your goods will be worth the waiting. 

Questions about After-Sales:



1. How do I return a product purchased at this site?

We design our products to bring quality and performance to our customers' active life. We feel the same way about customer service. If you need to return or exchange an item, please contact us directly by email for assistance.
Reserving the Right:
This site reserves the right to make adjustments to the Return & Exchange Policy. Special circumstances may require partnership with corporate business partners. For more information, please contact our customer service.

2. How long will it take to process the exchange or refund?

Total time is composed of two parts. The first part is the processing time. This is the time from when your request of exchange or refund, plus our processing procedure. The second part is the actual shipping time. This is the time that it takes for the package to be exchanged and redelivered to you.

3. When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, you will see the refund amount on your payment account within 3-7 business days with PayPal and 8 -15 business days with Credit Card, depending on the process of your bank.

In case the credit has not been posted to your account yet, please contact the card-issuing bank for further assistance.

How do I contact you for some questions?

Contact email: [email protected]

Operating hours: Monday~Saturday, PST 9:00~18:00

Continuously updated...