FAQs

Do I need an account to place an order?

No, you can place an order as a guest. However, creating an account comes with great benefits:

• Faster checkout process

• Easy access to your order status and purchase history

• Exclusive updates on new arrivals and special promotions

What if I forgot my password?

On the login page, click “Lost password?” You’ll be redirected to a page where you can create a new password.

What if I entered the wrong email address?

Please contact us so we can update your email address. We can correct your email, name, or shipping address, but we cannot modify your order details. Be sure to enter your address carefully and completely—incorrect or incomplete addresses may result in returned packages or unprocessed requests.

Are there any exchange rates?

All transactions are processed in U.S. dollars. If your credit card is issued in another currency, your order total will be calculated based on the daily exchange rate used by your card issuer on the day the transaction is processed.

What payment methods do you accept?

We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal. We do not accept personal checks, money orders, direct bank transfers, debit cards, or cash on delivery.

How secure is my online order?

When you make an online purchase using your credit card, all your information is entered on a secure SSL-encrypted web page. Your information is then transmitted directly to our credit card provider’s network, where your transaction is authorized and approved. We do not store your credit card information on our servers.

How do I change or cancel my order?

We reserve the right, at our sole discretion, to accept or decline any order, or any portion of an order, at any time after it is received—even after you have received an order confirmation or your payment has been authorized. If your order is canceled after payment authorization, a refund will be issued to your original form of payment.

Any cancellation made after an order is placed will incur a cancellation fee of C$0.65, regardless of when the order was placed (even within seconds), as our merchant processor charges a fee for cancellations.

Please note that orders already packed or shipped cannot be canceled.

How do I set my shipping address?

Because our website and service operate in English, all address information must be entered using the English alphabet and punctuation. If your address contains non-English characters, please replace them with similar English letters. For example, replace the letter “ç” with “c.”

Can I change my shipping address after placing an order?

Please note that shipping addresses cannot be modified once an order has been processed or shipped. We recommend using your residential address instead of a work address, as customs processing times may vary by location.

When will my order arrive?

Delivery times depend on the shipping option you selected. Once your order has shipped, we’ll email your tracking information within 24 hours. Please note that we are not responsible for any delays caused by your country’s customs department.

How do I track my order?

We’ll email you your tracking information as soon as your order ships—usually within one business day. You can track your order here.

Can I use multiple discount codes on one order?

Promotion and discount codes cannot be combined with other offers unless explicitly stated otherwise.

What should I do if an item is missing from my order?

If any item is missing, please contact us immediately so we can assist you.

When will my order be processed?

All orders are processed and shipped from our warehouse in China. Please allow extra processing time during holidays and sale periods.

We process orders Monday through Friday. Orders are processed within 2–3 business days of the order date and shipped the following business day. Please note that we do not ship on weekends.

If you haven’t received tracking confirmation within 5 business days after payment, please contact us.

Will I be charged customs duties or taxes?

All prices on our site are listed in U.S. dollars and do not include taxes. You may be required to pay duties or taxes once your order arrives in your country.

Import taxes, duties, and related customs fees are determined by your local customs office and are the customer’s responsibility. These charges are not included in your order total and will not be covered by us. We are not responsible for delays caused by customs. For more details, please contact your local customs office.

How do I return an item?

If you’re not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Include your order number and the reason for your return. Our customer service team will review your request and provide further instructions if your return is approved.

For a list of non-returnable items, please refer to our Returns Policy. All returned items must be in their original condition with packaging intact.

What if the item(s) I received are defective, incorrect, or damaged?