1. How do I place an order?
Simply place an order on the website and submit your order details. Customer service will send payment instructions after the order is received. Once payment is confirmed, the order enters preparation and QC before shipment.
2. What payment methods do you accept?
We accept credit cards, bank wire transfers, and cryptocurrency. PayPal may be available in certain cases. The exact payment method will be confirmed by customer service.
3. Is my payment information secure?
Yes. All payments are processed through secure encrypted channels. We do not store customers’ credit card information.
4. Can I modify my order after placing it?
Yes, order details such as address, contact information, or product options can usually be modified before shipment. Once the package has been shipped, changes may not be possible.
5. Can I cancel my order?
Unpaid orders can be canceled at any time. Paid orders may still be canceled if preparation has not started. Orders that have already shipped cannot be canceled.
6. What shipping methods do you offer?
We offer international express shipping, tax-inclusive shipping lines, and postal routes depending on the destination. The most stable shipping method will be selected based on your country.
7. How long does delivery take?
Delivery time depends on the shipping method and destination country. Express shipping is generally faster, while other routes may take longer depending on customs and local logistics.
8. How long does order processing take?
After payment confirmation, the order enters preparation and QC inspection. Processing time depends on product availability and stock status.
9. When will I receive my tracking number?
Tracking information is usually provided after the order has been shipped. You will receive the tracking number by email once it is available.
10. Why does tracking sometimes not update immediately?
Tracking updates may take time to appear in the carrier system. This delay is normal and usually resolves once the package is scanned during transit.
11. What should I do if tracking stops updating?
If tracking has not updated for several days, please contact customer service. We will check with the carrier and assist in tracking the shipment.
12. Do I need to pay customs duties?
Some shipping routes include taxes in the shipping cost. For other routes, customs policies depend on the destination country and local regulations.
13. What if customs clearance fails?
If clearance fails due to logistics or customs issues not caused by the customer, we will assist in resolving the issue. If it cannot be resolved, a replacement shipment or refund may be offered.
14. What happens if my package is lost?
If the package is confirmed lost by the carrier, we will take responsibility. You can choose a reshipment or a refund.
15. What if my package is seized by customs?
If a package cannot be released due to customs issues not caused by the customer, we will help handle the situation and provide a suitable solution.
16. What is your return policy?
Returns may be accepted if the product is unused and in original condition. The item must include all packaging and accessories.
17. What situations allow a return?
Returns may be accepted for verified quality issues, incorrect items, missing accessories, or shipping damage.
18. What proof is required for returns?
Customers may need to provide clear photos or videos of the issue. For missing items or empty packages, an unedited unboxing video may be required.
19. Who pays for return shipping?
If the issue is our responsibility, we will cover the shipping cost. If the return is due to customer reasons, the return shipping cost may be paid by the customer.
20. Can I exchange an item?
Yes. Exchanges may be possible if the product is unused and within the allowed period. Exchanges are also available for verified quality issues or incorrect items.
21. When can I request a refund?
Refunds may be requested if there are verified quality issues, incorrect shipments, or delivery problems. Requests must be made within the allowed time after delivery.
22. Are partial refunds available?
Yes. Partial refunds may be offered when the issue does not affect the main functionality but compensation is appropriate.
23. How will refunds be issued?
Refunds are processed through the original payment method used for the order whenever possible.
24. How long does it take to receive a refund?
Refunds are initiated after approval. The final arrival time depends on the processing speed of the payment provider or bank.
25. When can I request a reshipment?
Reshipment may be arranged for confirmed quality issues, incorrect items, delivery damage, lost shipments, or customs clearance failure not caused by the customer.
26. What proof is needed for reshipment?
Photos, videos, or logistics information may be required to confirm the issue before a reshipment is arranged.
27. Who pays for reshipment shipping?
If the problem is our responsibility, all shipping costs will be covered by us.
28. Do your products include a warranty?
Yes. Products include a warranty covering mechanical or functional issues that are not caused by misuse.
29. How long is the warranty period?
2 year. The warranty period begins from the date the order is delivered. Warranty requests must be submitted within the valid coverage period.
30. Do you provide long-term maintenance?
Yes. We offer long-term maintenance services such as cleaning, adjustment, and movement servicing at reasonable costs.
