We encourage you to inspect your order upon reception and contact our Customer Service Team using our contact form with a picture of the damaged or incorrect product. We will evaluate the issue and help you with the case if there is a damage or defect. 

The tracking code is usually updated within 2 to 3 business days after placing your order, and you can check it in the order list after logging in. If your tracking code does not get uploaded within the allotted time, please contact our Customer Service Team using our contact form.

Please visit our Return & Refund page to start return. Please note that customers can be charged with restocking fee and returning items 14 days after receiving the product may not be accepted. 

First of all, we deeply apologize for this situation and completely understand your frustration. Please ensure that we are committed to addressing this issue and supporting you throughout this process.

Before reaching out to our Customer Service Team, please kindly check the following:

1. Check the front and back doors, mailbox, and surrounding areas around your home.
2. Check with your neighbors and family, as packages are sometimes mistakenly delivered to a neighbor's mailbox or received by a family member on your behalf.
3. Contact your local service point to double-check, as there are many cases where the delivery person marks the package as delivered in advance or delivers it to the wrong house or area.
4. Important: If you are still unable to find your package after following the steps above, please reach out to us via 'Contact Us,' and provide the results of steps 1, 2, and 3, as well as your correct address. Without this information, it will take longer for us to open a lost claim with the delivery service and issue compensation for your case. Please follow these steps before contacting us for a smooth process.

We believe these actions will greatly help in resolving the situation, and we are here to assist you at any time. We look forward to your update and are ready to assist you further.

Please note that any adjustments to your order can only be made before the tracking code is updated. Once the tracking code is updated, it means the package has already been shipped, and we are unable to make any further adjustments in our system.

• Before Tracking Update:
  If you need to update your delivery information, please cancel the current order and place a new one with the correct details.
• After Tracking Update:
  If you need to make any changes regarding the delivery of your package after the tracking code is updated, please contact the delivery service directly to request the adjustment.

Additionally, please note that according to our policy, no refunds or reshipments will be issued if the package is lost or fails to be delivered due to incorrect delivery information.

There are several reasons why your order may be on hold:

Incorrect Email Address:
If you did not receive an order confirmation immediately after placing your order, or at any point afterward, the email address you entered was likely incorrect. This can prevent you from receiving updates regarding your order.

Missing Full Legal Name or Phone Number:
Your order might be on hold if the full legal name or phone number is missing.

PO Box or Military Address:
If you entered a PO Box or military address, please note that our delivery service cannot deliver to these locations.

Invalid Address or Missing Postal Code:
Orders can also be delayed if the address provided is invalid or lacks a postal code.

In most cases, our Customer Service Team will reach out to you as soon as possible to resolve these issues. However, there may be situations where emails fail to reach you due to a full inbox, an invalid email address, or emails landing in your spam folder. If you notice any of these issues, please contact us promptly at ‘Contact us’

Please note: If your order remains on hold beyond the allotted time, it will be automatically canceled in our system.

Please note that we do not reship or refund items that become undeliverable due to errors in the shipping information provided by the customer.

If the tracking code for your order has already been updated, any changes to the shipping details (address, zip code, or contact information) must be handled directly with your local post office or courier. Additional fees may apply, which will be the recipient’s responsibility.

For orders where the tracking code has not yet been issued, you may reach out to our Customer Service team to request changes. However, due to the high volume of requests, processing times may be delayed. To prevent any issues, we recommend canceling the order and repurchasing with the correct information if changes are needed.