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Shipping & Returns

Shipping Information


Q:

Do you deliver goods to my country?
A:We deliver orders to all destinations in the world, including the USA, Canada, Australia, Austria, Belgium, Denmark, Finland, France (Metropolitan), Germany, Greece, Ireland, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland(Swiss), Argentina, Brazil, India, Hungary, Israel, South Korea, Malaysia, Malta, Qatar, Russia, Singapore, Hong Kong SAR China, Indonesia, Cyprus, Moldova,Slovakia, Croatia, Taiwan (Republic of China), Turkey, United Arab Emirates (UAE), United Kingdom etc.



Q:How many shipping methods you provide?
What are the different shipping options? And how much?
A:We provide:
- Standard Air mail / Air Parcel
- Standard Air Mail / Air Parcel with insurance
- SpeedPost (EMS)


For more information on our shipping rate, please check at checkout page, you can estimate the shipping cost at shopping-cart page via the shipping estimator.

Q:What is the insurance covered? How much it is?
A:It guarantees arrival of the purchased items in good conditions. Please note that the insurance does not cover shipping to a wrong address. Insurance fee is considered as part of the shipping and handling fee. Insurance is only available to Retail orders.


Q:Do you ship to US APO/FPO Military addresses and how should I enter the shipping address?
A:Yes, we ship to APO or FPO military addresses. All APO/FPO orders will be shipped via Standard Shipping anywhere in the U.S. without minimum purchase.


Q:Why I was asked for a phone number in the registration process?
A:We will respect your privacy and will not share, sell any of your personal information to any third party. We may need your contact number because we may need to call to you for your order sometimes if emails does not work. Note that if you choose EXPRESS shipping, a valid contact number is a must otherwise, we are not able to ship as no shipper will accept an express shipment without a valid contact number.


Q:I didn't receive my package, what do I do now?
When will I receive my package if I place an order today?
A:Please note that normal transit time for US orders with standard shipping is 10 to 14 days. For other countries (or territories), it usually takes 2 to 4 weeks (could be shorter or longer depending on location and custom regulations). Please login to have your tracking information to track. Please contact our Customer Service team if your order does not arrive in 6 weeks from order date.

Note that for standard shipping, online tracking is not guaranteed. If you would like to get the order in a quicker way, you may use our express service, it is a little bit higher in cost, but more secure and faster and online tracking step by step is guaranteed (only applicable to major countries). It normally arrives in 1 week for major countries (provided the custom-clearing is smooth).

Please note express shipping to Brazil and Italia is more or less as shipping via air mail, just that you can track online step by step. We don't limit customers from these 2 countries to select this shipping option, but customers should understand the situation before selecting this situation.


Q:Is the shipping fee charged based on order or item?
A:Shipping fee is charged based on the shipping options, the total size and weight of your item(s) and your delivery destination. If an item is lightweight and in bulky size, we will put a higher weight than its actual weight.

Q:

I don't want my order any more, can you recall the shipment and cancell the order?
A:Once the order is shipped / in the processing stage, it is not possible to recall and not possible to cancel. However, you can still contact us if you would like to send the package back for refund or to exchange for other items available in our shop. For refund and exchange, it is subject to the terms and conditions, please contact us for help.


Q:How's your business time?
A:We count our business Day as Monday to Friday. Saturdays and Sundays are not counted as business/working days. We are off for all the public holidays.


Q:Can orders be shipped via FedEx (or other couriers) or other shipping methods not offered at checkout?
A:Orders can only be shipped via the shipping methods stated in the Shipping Policy. Other delivery methods are not available at this time unless we agree before customer's checkout.


Q:Can I use my own courier account when paying for the express shipping fee?
A:Yes, you may have your own courier to come to our office to pick up, but you may need to contact us before checking out, we reserve the rights to retain PART or ALL of the shipping fee as handling fee and will not be refundable. We cannot guarantee we can use customer's favored shipping methods after the payment for the order is made. You may still contact us if you would like to ship via your own courier after checkout, but we cannot guarantee that we can do that because it may have entered the shipping process or we may be not able to use your courier's account.


Q:When will I know if my order has shipped?
A:A shipment confirmation email is sent to you once your order is shipped from our warehouse. Please note some e-mail services incorrectly flag automated messages from our servers as spam - if you don't receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address - in this case please contact our Customer Services to check whether we received your order.

Note: An order has not been yet flagged shipped does not mean a customer can ask for cancelling an order as it might have entered the process for shipping which we may be not able to stop.


Tracking Information


Q:How can I track my order?
A:We will send the tracking details to you once we shipped your order or you can login to see the messages / comments we've put on your order.


Tracking information is as follows:

CountriesShipper's linksTypes of mail
UShttp://www.usps.com/
(USPS First-Class Mail International)

All Types
Canadahttp://www.canadapost.ca/All Types
Mexicowww.correosdemexico.gob.mxAll Types
---
Spainwww.correos.esAll Types
Swedenwww.posten.seAll Types
New Zealandwww.nzpost.co.nzAll Types
Finlandwww.posti.fiAll Types
Irelandwww.anpost.ieAll Types
---
Korea (South)www.epost.go.krAll Types
Taiwan (ROC) www.post.gov.twAll Types
Singaporewww.singpost.comAll types
etc.

For details, please check with shipping or our notifications to you when the package leaves. If you are not able to check online, you may still call to your local post office by telling them the tracking number given by us, sometimes they will be able to locate the package even it is not showing online.

If anytime you have any queries, please contact our customer service for help.



Return / Exchange / RMAs


Q:How if I would like to return / exchange / RMA?
A: Please check at this page.



Last update: 16 Nov. 2011.
We reserved the right to change the terms and conditions stated above without prior notice



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