We do our best to ensure every order arrives safe and secure. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, we recommend to report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item&its packaging. As soon as the damaged issue is confirmed, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund, replace or repair options.
To suit different occasions, we work out Concealed Shipping Damage and Obvious Shipping Damage, please match your occasions with either occasion in the below. Be sure to complete this process within 30 days of your delivery date. After 30 days, We will make every attempt to rectify, however charges may apply.
Concealed shipping damage
If you have already accepted delivery and then find a concealed shipping damage (not visible on the outside of the packaging), please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the damaged item(s), provide pictures evidence clearly showing the damage and all packaging material&paper work.
Once you notify us that your product was damaged, we will file a claim with the shipper. Please do not discard the damaged product or the packaging. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.
Obvious shipping damage
If a shipment arrives at your door with obvious shipping damage, please accept the shipment and immediately inspect the items. Please DON'T refuse the shipment. Refusing to accept damaged shipment means you are putting the hope of easy access to it in the hands of the carrier. In other words, you have more control over the situation if you keep it.
1.Photograph the whole process, the damage, all packaging material and paper work.
2.Note any damages on the carrier delivery receipt or contact the carrier to submit a damage claim.
3.Reflect to our customer service by including the copy of your original order confirmation, the item number & Qty of the damaged item(s), the claim number, providing pictures evidence clearly showing the damage and all packaging material&paper work.
4.Do not discard the damaged product or the packaging. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.
Please note that if you attempt to return the damaged item without speaking to one of our customer service representatives, you will jeopardize your chances of making a claim, and you may not receive credit for the return.
I Received a Wrong Item
If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation and/or invoice. If it does not match, contact customer service immediately, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the wrong item(s), provide pictures clearly showing the wrong item. The wrong item must be returned in original packaging, We will be responsible for the return shipping cost. You can exchange it for the correct one or request a full refund.
How Soon Will I Receive My Refund?
When we confirm to cancel your order, you will be refunded within 24 hours. When we receive your return, you will be refunded in 3-5 working days upon receipt and inspection. The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.
If you originally paid with PayPal account balance, you can find the refund right away in your PayPal account.
If you originally paid with credit card, please allow up to one billing cycle for the credit to show in the bank statement. It mostly depends on how fast your bank processes the credit. Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.
