- Do you ship internationally?
Yes, we offer international shipping to multiple countries and regions, including the United States, Canada, the United Kingdom, Germany, Italy, France, Spain, Thailand, Vietnam, as well as Hong Kong and Taiwan of China.
However, please note that some remote areas or specific addresses may not be covered. For example, in the United States, we do not deliver to Alaska, Hawaii, Puerto Rico, Guam, APO/FPO military addresses, etc. For other countries, there are also certain restrictions on remote areas or special addresses, which can be confirmed with us based on your specific destination before placing an order.
Shipping methods, timelines, and fees vary by country/region and the weight/size of your package. You can find detailed information in our logistics policy or contact our customer service for personalized assistance.
- How to create/manage my shipping address?
Click "Welcome" in the top navigation to enter your personal homepage, and then click "Manage Address Book" to create/manage shipping address.
- What are your shipping methods and delivery times?
We offer various shipping methods tailored to different destinations, with delivery times varying by country/region and service type. Here’s a detailed breakdown:
| Destinations |
Delivery Time |
|
|
8-20 working days ( excluding customs delays) |
|
|
7-15 working days (for Canada Post to pick up the parcel, local delivery time not included) |
|
|
8-15 working days ( excluding local delivery) |
|
|
8-15 working days ( excluding local delivery) |
|
|
6-15 working days (varies by country) |
|
|
5-10 working days |
|
|
2-7 working days |
All delivery times are estimated and may be affected by customs clearance, weather, or peak seasons. For specific details about your order, please check our logistics page or contact our customer service with your destination.
- Are there any remote area surcharges?
Yes, remote area surcharges may apply to certain destinations due to logistics limitations. Here’s a breakdown by region:
| Destinations |
remote area |
surcharges |
|
|
Alaska, Hawaii, Puerto Rico, Guam, and APO/FPO military addresses are not serviced |
No surcharges apply as these regions are excluded from delivery |
|
|
No specific remote area |
No surcharges |
|
|
- Overseas territories (e.g., British Indian Ocean Territory, British Virgin Islands) and APO/FPO addresses are not serviced.
- Zone 2 and Zone 3 require a surcharge for remote areas.
|
- Zone 2: 2.5 GBP per order
- Zone 3: 1 GBP per order
|
|
|
Provide your postal code and contact the customer service to verify the specific situation. |
12.5 EUR per order |
|
|
No specific remote area |
No surcharges |
|
|
No specific remote area |
No surcharges |
|
|
No specific remote area |
No surcharges |
|
|
Provide your postal code and contact the customer service to verify the specific situation. |
178 THB per order |
|
|
Provide your postal code and contact the customer service to verify the specific situation. |
For remote areas (REMOTE AREA), a remote area service fee of 55000 VND per order will be charged on top of the freight for other provinces. |
|
|
特殊入倉：於香港（倉庫、物流中心機場、碼頭、灣仔會議展覽中心、亞洲博覽館） |
300 港幣/單 |
|
|
外島（蘭嶼、澎湖、綠島、七星岩、崇明島、金門） |
2800 新臺幣/單 |
- What if my package is lost or damaged during shipping?
We understand that issues with lost or damaged packages can be frustrating, and we’re committed to resolving them as quickly as possible. Here’s what you need to know:
|
Warm reminder |
What we need from you |
Solutions we offer: |
|
|
Check tracking first: Please review the tracking information provided in your shipping confirmation email. Sometimes packages may be marked as "delivered" but left with a neighbor, in a secure location (e.g., porch, mailbox), or delayed due to customs clearance (for international shipments). |
Filing a claim: If the tracking shows no updates for 10+ days (international) or 5+ days (domestic), or the package is confirmed lost by the carrier, please contact our support team with your order number and tracking number. |
- A full refund to your original payment method
- A free reshipment of your order (if stock is available)
|
|
|
Please do not discard the package or the product. Please take an unboxing video or photos of the product as soon as possible. |
o process a damage claim, please send us clear photos of:
- The outer packaging (showing any tears, dents, or shipping labels)
- The damaged items (highlighting specific issues)
- Your order number (found in your confirmation email
|
- A full refund for the damaged items
- A free replacement shipment
- A partial refund if you wish to keep the items
|
We apologize for any inconvenience and appreciate your patience as we work to make it right!
- Can I change the shipping address after the order is placed?
If you need to change the address, please contact the customer service first. Before shipping, we will confirm whether the address can be changed according to the actual situation. After shipping, we are unable to change the address for you. We can arrange for re - delivery, but there will be relevant fees. Please also contact the customer service to verify the situation.
We always encourage our customers to double - check all order details, especially the shipping address, before finalizing the order to avoid such situations. But if an address change is necessary, we'll do our best to assist you through the process.
We're truly sorry that you're currently unable to complete your order. The reason is that the shipping address you've provided is not within our delivery coverage area at the moment.
Our delivery service is carried out in collaboration with specific logistics partners, and their geographical coverage has certain limitations, which determine our delivery scope. To ensure that you can receive the purchased items smoothly and enjoy high - quality logistics service, we have to abide by these limitations.
However, please don't be discouraged. We're constantly working hard to expand our delivery network in the hope of serving customers in more areas. You can keep an eye on our store, and there may be good news in the future.
If your problem has not been resolved, please contact the customer service for consultation!
