FAQ

Welcome to our FAQ page! Here we have summarized the most common questions encountered by global customers in cross-border shopping, consultation, logistics, customs clearance and other links, providing clear answers to your doubts. If you do not find the answer you need, you can contact us through various channels on the "Contact Us" page, and we will provide you with professional answers as soon as possible.

一、Order & Account Related

  • Q： How to register and create an account?
  • A: Click the "Sign Up/Register" button in the upper right corner of the website, enter your commonly used email address, set a secure password, and complete email verification to successfully create an account. After successful registration, you can conveniently manage all orders, check logistics progress in real time, save frequently used shipping addresses and track after-sales processing, improving cross-border shopping efficiency.
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  • Q：Can I modify the submitted order information?
  • A: Within 1 hour after submitting the order, you can log in to your account, enter "My Orders", click "Modify Order" after the corresponding order, and edit basic information such as shipping address and contact phone number; if the order is in "Paid" or "Shipped" status, it cannot be modified by yourself. Please contact customer service (zyf382978321@outlook.com) immediately, and we will try our best to assist in adjustment. If the logistics has been collected, it cannot be changed.
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  • Q： How to check my order status?
  • A: After logging in to your account, enter the "My Orders" page to view the real-time status of all orders (Pending Payment, Pending Shipment, Shipped, Delivered, After-sales). For shipped orders, click "View Logistics" to get the logistics tracking number and real-time tracking information throughout the process, and clearly grasp the package transportation track.
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  • Q： How will the refund be handled after the order is cancelled?
  • A: After canceling an unpaid order, no additional operation is required, the order will automatically become invalid, and no fees will be incurred; after canceling a paid order, we will complete the review within 1-3 working days. After the review is passed, the refund will be returned in the original way according to the original payment path. The arrival time depends on your payment method (3-7 working days for credit cards, 1-3 working days for PayPal), please wait patiently.
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二、Payment Related

  • Q： What payment methods are supported?
  • A: We support mainstream global cross-border payment methods, including international credit cards such as PayPal, Visa, MasterCard, and American Express. At the same time, for regions such as Southeast Asia and the Middle East, we support local payment methods such as Gcash and CashU. All payment links adopt bank-level encryption technology to fully protect the security of your payment information and ensure safe payment.
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  • Q： What if the payment fails?
  • A: Common reasons for payment failure include: insufficient bank card limit, wrong payment password, network abnormality, payment region restrictions, or the bank card has not activated the cross-border payment function. We recommend you first check your bank card balance, re-enter your payment information, switch to a stable network or change the payment method; if you still cannot pay, please contact your bank to activate the cross-border payment authority, or contact our customer service to assist in troubleshooting.
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  • Q：What is the payment currency? Will there be exchange rate fees?
  • A: The website displays US dollars (USD) by default, and you can freely switch currencies at the top of the page (such as EUR, GBP, JPY, etc.), and the price will be automatically converted synchronously after switching. The payment will be automatically converted at the real-time exchange rate. We do not charge any exchange rate fees. Some banks may charge a small cross-border payment fee, and the specific standard is subject to your bank.
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三、Logistics & Shipping Related

  • Q： Which countries and regions do you support shipping to?
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  • A: We support shipping to most countries and regions around the world, focusing on core cross-border markets such as Europe, the United States, Southeast Asia, the Middle East, Japan and South Korea. The specific shipping scope can be viewed by selecting the receiving country/region on the checkout page. Some remote areas (such as some island countries, war-torn areas, high-altitude areas) do not support shipping temporarily, or an additional remote area shipping fee is required, which is subject to the prompt on the checkout page.
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  • Q： What is the logistics time?
  • A: The logistics time depends on the shipping country/region and the selected logistics method, as follows: for European and American regions (US, UK, Germany, etc.), ordinary logistics takes 7-15 working days, and expedited logistics takes 3-7 working days; Southeast Asia takes 3-7 working days; Middle East takes 5-10 working days; the time for remote areas may be extended by 1-3 working days, and there will be a slight delay on holidays.
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  • Q： How to calculate the logistics fee?
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  • A: The logistics fee is comprehensively calculated according to the weight, volume of the goods, shipping country/region and logistics method. The specific logistics fee will be automatically displayed during checkout, which is clear and transparent without hidden charges. Orders over 30 US dollars can enjoy free shipping (the specific free shipping standard is subject to the real-time activities of the website), and it is more cost-effective to buy more.
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  • Q： What if the package is lost or damaged?
  • A: If the package shows "Delivered" but you have not received it, or if you find the package damaged or the goods broken after receipt, please contact customer service within 7 working days after signing for it, providing the order number, logistics tracking record and photos of the damage. We will verify the situation within 3 working days and provide you with reissue, full refund or corresponding compensation. The specific solution will be flexibly adjusted according to the actual situation.

四、Customs Duties & Clearance Related

  • Q：Do I need to pay customs duties? Who bears the customs duties?
  • A: Customs duties are levied by the customs of the receiving country/region in accordance with local import and export policies. They are necessary fees for cross-border shopping and need to be borne by the buyer. We will truthfully fill in the declaration information (declared value, commodity details, etc.) on the product packaging to assist you in smooth customs clearance. The specific customs duty amount is subject to the verification of the local customs, and we do not participate in the collection of customs duties.
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  • Q： What materials are needed for customs clearance?
  • A: No additional materials are required for customs clearance of ordinary personal orders. We will prepare complete commercial invoices, declarations and other necessary documents in advance to ensure smooth customs clearance; if it is a bulk purchase, enterprise order, or the receiving country/region has special customs clearance requirements (such as providing ID card or passport copy), the customer service will take the initiative to contact you to assist you in preparing relevant materials to avoid customs clearance delays.
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  • Q： What if customs clearance is delayed?
  • A: Customs clearance delay is a normal phenomenon in cross-border logistics. Common reasons include customs inspection, declaration information verification, local policy adjustments, etc. If there is no progress in the customs clearance of the package for more than 7 working days, please contact our customer service. We will assist you in querying the customs clearance progress, communicating and coordinating with the local customs, solving the delay problem as soon as possible, and timely informing you of the handling result.
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五、Products & After-sales Related

  • Q：How to confirm if the product is suitable for my needs?
  • A: Each product page is equipped with detailed specifications, function introductions, usage scenarios and high-definition product pictures/videos, which you can carefully check to understand product details; if you still have questions, you can consult through online customer service in the lower right corner of the website, email and other channels, and we will provide professional and accurate purchase suggestions according to your specific needs.
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  • Q：Is there a warranty period for the product? What is the warranty scope?
  • A: All products provide a 12-month warranty period (the specific warranty period is subject to the mark on the product page). During the warranty period, if the product has quality problems caused by non-human damage (such as performance failure, part damage, etc.), you can contact customer service to apply for free repair, replacement of accessories or return and exchange; human damage, damage caused by force majeure (such as earthquakes, floods), and normal wear and tear of consumable products are not within the warranty scope.
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  • Q： How to apply for return and exchange?
  • A: Within 7 working days after receiving the goods, if the goods have quality problems, wrong delivery, missing delivery, etc., you can log in to your account, find the corresponding order in "My Orders", click "Apply for After-sales", fill in the reason for return and exchange and upload relevant vouchers (such as photos of damage, screenshots of wrong delivery). After the review is passed, we will provide an exclusive return address and detailed return guidelines. After you send back the goods and we pass the inspection, you can complete the refund or exchange.
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  • Q： Do I need to pay shipping fees for return and exchange?
  • A: The round-trip shipping fee for return and exchange caused by product quality problems, wrong delivery and missing delivery is borne by us; the shipping fee for return and exchange caused by personal reasons (such as dislike, inappropriate size, wrong order, etc.) is borne by the buyer, and the product must be in an unopened, unused and intact state with complete accessories, otherwise the return and exchange cannot be handled.
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六、Other Common Questions

  • Q： What fees are included in the product price on the website?
  • A: The product price on the website only includes the selling price of the product itself, not cross-border related fees such as logistics fees, customs duties, and customs clearance fees. These fees will be listed separately and clearly displayed during checkout, and you can choose to pay according to the actual situation without any hidden charges.
  • Q： How to get information about the website's promotional activities?
  • A: You can follow our official social media (LinkedIn, Facebook, etc.), subscribe to the website email, or log in to your account to view the "Promotions" section. We will promptly push the latest promotional information such as discounts, full reductions, free shipping, and limited-time flash sales, allowing you to enjoy more cross-border shopping benefits.
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  • Q： Will my personal information be leaked?
  • A: We strictly abide by global data protection-related laws and regulations (such as GDPR). Your personal information (name, email, shipping address, payment information, etc.) will be strictly confidential and only used for order processing, logistics and distribution, and after-sales service. It will not be disclosed to any third party, effectively protecting your information security.
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If you have other questions not mentioned, please contact us through the following ways, and we will serve you wholeheartedly!

       

Email:zyf382978321@outlook.com |Online Customer Service (bottom right corner of the website)