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Delivery Issues FAQ

How long will the order take to arrive?

Generally, we need 2-5 days to prepare your order. Then the delivery time, on average, is about 7-25 days.

Cost and Shipping Time Estimate »

Note: Receiving time = Processing time + Shipping time

You will receive an e-mail stating that your order has shipped.

If your package has not been delivered or your tracking information shows that your package has been delivered but you have not received it, you must contact Customer Service to verify within 45 days of the order date. For other orders, products, and logistics-related issues, you must contact customer service within 90 days of the order date.

Why has my order tracking status not updated?

Tracking updates can be delayed when the parcel is:

1. Going through local customs clearance procedures

2. At the post office sorting center

3. Held up by uncontrollable factors including, such as labor strikes, bad weather, politic issues, pandemic, international conflicts etc.

If you experience any delays in tracking updates, we recommend you check the estimated delivery time. If your package is taking longer than schedule, please contact us.

How do I track my order?

You will receive an e-mail stating that your order has shipped.

Also you can visit your account to check the tracking information. Click here and leran more.

Why haven’t I received my order?

Possible reasons include:

A. The delivery address is incorrect .

B. Someone else has signed for the parcel. (Please ask your family or neighbor)

C. The parcel has arrived at your local post office and will be delivered in 1-2 business days.

D. The parcel has been delivered and left in your mailbox.

If the shipping address is incorrect, please contact us.

If the shipping address is correct, we recommend you check your Mailbox and look around your property to be sure it has not been left outside. If you can not find the package, please contact us.

The tracking service shows that the attempted delivery of my parcel was unsuccessfully. What can I do?

Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location.

Please contact the courier to arrange for a re-delivery of your package.

Why was my order divided into two or more packages?

There are two cases

1. Different item preparing time.

2. Weight limit of custom or courier. In order to speed up customs clearance, your order will be splitted into two or more parcels automatically.