Frequently Asked Questions
How do I change or cancel my order?
To change or cancel your order, email us at [email protected] within 12 hours of placing it. After 12 hours, cancellations are not allowed. Orders already packed or shipped cannot be canceled.
What payment methods do you accept?
We accept major credit cards: VISA, Mastercard, and AMEX. We do not accept personal checks, money orders, bank transfers, debit cards, or cash on delivery.
Can I change my shipping address after ordering?
Yes, if you contact us at [email protected] within 12 hours of placing your order. We’ll confirm if the change is possible. Once processed or shipped, the address cannot be updated. Use a residential address, as customs delays at other locations are unpredictable.
When will I get my tracking number?
Tracking numbers are generated 1–3 business days after processing. If you don’t receive it within 3 business days or the status shows “not available” 2–3 days after receiving it, email us at [email protected]
How do I track my order?
- Go to the “Track Your Order” link at the bottom of the website.
- Enter your tracking number to check the status.
How long does delivery take?
- Processing Time: 2–5 business days for personalized items.
- Delivery Time (after processing):
- United States: 3–6 business days
- Vietnam: 1–3 business days
- International: 20–25 business days
How do I return an item?
To return an item, email [email protected] within 10 days of delivery with your order number and reason for return. Our team will review and send instructions. Items must be in original condition with packaging. See our Returns Policy for non-returnable items.
Will I be charged customs fees or taxes?
Prices on our site are in USD and exclude taxes. You may need to pay import duties or taxes when your order arrives, as determined by your local customs office. These fees are your responsibility, and we’re not liable for customs delays. Contact your local customs office for details.
Do you offer expedited shipping?
Currently, express shipping is suspended.
When will I receive my refund?
Refunds are issued to your original payment method within 5–10 business days of a cancellation request. If it’s not posted yet, check with your bank or credit card company, as processing times vary. Email us at [email protected] if you have issues.
Why hasn’t my tracking status updated?
Tracking may not update immediately due to:
- Delays between scans and online updates.
- Packages not being scanned until they reach a regional hub.
- No updates while in transit between countries (updates resume when it reaches your country).
- Some shipping methods (e.g., flat rate) aren’t trackable unless tracking was added at checkout.
Most orders arrive within 15–25 business days. If tracking hasn’t updated in over 10 days, email [email protected] for help.