FAQ
Frequent Asked Questions
Payment
Which payment methods do you accept? We accept multiple payment options, including credit cards, PayPal, SEPA, cryptocurrency, and more. You can see the available payment methods on the checkout page.
Why was my payment declined? Payments may be declined due to incorrect information, insufficient funds, or issues with the payment provider. Ensure your details are correct or reach out to your payment provider for assistance.
How can I obtain an invoice? You can request an invoice during checkout, and we’ll email it to you directly after your order is processed.
Do you offer cash-on-delivery (COD) payment? Currently, we do not offer a cash-on-delivery payment option. Please use one of the available online payment methods during checkout.
Can I use a discount code or gift card? Yes! If you have a discount code or gift card, you can enter it on the checkout page to apply your savings.
Is payment secure? Yes! We use secure encryption and payment processing systems that comply with PCI standards to ensure your payment information is always protected.
How can I get an order confirmation after payment? After your payment is processed, you will receive an order confirmation email with all the details of your purchase.
How can I request a refund? To request a refund, please contact our customer support team with your order details. We’ll guide you through the process based on our refund policy.
How can I view my order history? Log in to your account and visit the “My Account” page to view your order history, including payment details and order status.
Shipping
What’s the shipping policy? We offer DDP (Delivery Duty Paid) shipping to certain countries, meaning you don’t need to worry about customs clearance or additional duties.
- USA: UPS Express (except Alaska and Hawaii)
- UK: Local DPD Express
- Europe: UPS Express/DPD Express/DHL Express
- UAE (Dubai): Dedicated shipping line
- Vietnam, Malaysia, South Africa: Local dedicated shipping lines
How are shipping costs calculated? Shipping fees are based on the weight of your items, shipping destination, and the selected method. You can review the shipping cost on the checkout page.
What should I do if my package is lost or delayed? If your order is delayed or lost, please contact our customer support team immediately, and we’ll help resolve the issue as quickly as possible.
How can I track my order? You can track your order by logging into your account and checking your order history. We also send tracking information by email.
Do I need to pay customs duties? For most countries, customs duties are not required. However, customs fees may apply for countries like Canada and Denmark. Please check with your local customs office for details.
What is the estimated shipping time? Shipping times vary by product and destination. Generally, stocking takes 1-5 days, and shipping takes 7-15 days.
Security
How is website security ensured? We implement various security measures, including encryption, firewalls, and regular security audits, to protect your data and transactions.
How is my personal information protected? We respect your privacy and never sell or share your personal information. It is only used for order processing and customer support.
Is payment information secure? Yes! We use secure payment gateways that comply with PCI standards, ensuring your payment information is safe.
How can I create a strong password? A strong password includes a mix of letters, numbers, and special characters. Avoid easily guessable information like birthdays, and change your password regularly for added security.
How can I verify the authenticity of the website? Make sure the website URL matches the official site and look for the SSL certificate (usually shown as a padlock icon) to confirm the site’s security.
Returns
I would like to change my ordered items. What should I do? You can request changes to your order until 11:00 PM (PDT -7 GMT) on the same day the order was placed. Please contact [email protected] to make changes.
How do I return a product? We offer a 15-day return policy. To be eligible, your item must be in the same condition as when you received it (unopened and unused).