Buyer FAQs

Payment

1. What payment methods do you provide?

We accept Visa and MasterCard. You can also pay by PayPal account.

2. How to pay if I have no credit card or PayPal account?

You can go to a local bank and do a wire transfer. Also, you can pay by western union. If you choose to pay via wire transfer or western union, please make sure to send your payment amount together with order number to us by clicking the "Contact Us" link on the bottom of our website.

 

Shipping

1. How long will it take for me to receive a product I purchased?

It depends on which shipping method you choose. Express shipping (e.g. through UPS, DHL, FedEx) generally takes 3-5 business days while postal service takes longer (10-15 business days). Check the "Delivery Time" on the product page for details.

2. What if I have not received product after delivery time?

Check your emails and get the tracking number (sent by Nexticle) to track your product on the courier's website. If there is any problem with the tracking, please contact us.

3. How to track a shipment?

Once your order was processed (it means that your item was shipped, you will receive an email with the tracking number of your shipment provided by the seller. You can track the status of a shipment on the courier website.

4. Can I change a courier after I submit order?

After you submitted order, you have paid for the shipping method you selected. Therefore, you will not be able to change the logistics company.

 

Order Cancellation, Dispute and Refund

1. Can I cancel an order after I made payment?

You can cancel an order before it is shipped/processed. To check whether your item has been shipped, please login to your account and click the order ID. If the seller has not shipped the product, your order will be canceled upon your request.

2. What can I do if I never receive merchandise?

Double check which logistics company you have selected. Some postal service, such as China Post Air, can take as long as 45 days to deliver. If you did not receive within 60 days after you made payment, please login to your account, and click "Start Communication" to contact seller directly.

3. What if I am not satisfied with items I received?

Click the "Start Communication" on the order detail page in your account. Add a post to the seller and negotiate on whether to return items, partially refund, or full refund.

4. How to file a dispute?

We strongly encourage you to contact the seller and reach an agreement before you file a dispute. If the seller did not reply or you failed to reach an agreement, you can file a dispute by clicking "Request Refund or Return" on your order detail page.

5. What happens after I filed a dispute?

We will carefully review the conversations between you and the seller, any images/filed attached, and make a decision on the dispute. If you win the dispute, we will refund money to you within 7 - 14 days.

6. How do I get my payment and return shipping fee?

Please pay for the shipping cost first, and go to the communication section of that associated order, then attach the image of your copy of the shipping label/receipt together with the amount of shipping cost you have paid. After dispute was complete, we will release the money to you from the seller's account.

If you paid for your order by Credit Card, money will be transferred to your card. If you paid by other methods, fund will be sent to your PayPal account.

 

Others

1. How to contact the seller if I have questions?

You can contact seller directly by clicking "Contact the Seller" tab on product page on our website to ask a question.

2. What if I have other questions?

You contact us by clicking "Contact Us" link on the bottom of our website.