Frequently Asked Questions

Dear Customers,
Before you submit a message to us, we encourage you to read the following information for quick answers.

What is the measurement of the product I am interested in?

All the sizing information of our products can be found either in the product description or in the last product picture.

Do you ship to my country?

We ship to most countries in the world except India, Russia, North Korea, all the South American countries, all the Caribbean countries, Kuwait, Philippines, Indonesia, Morocco and Ukraine due to shipping restrictions and customs complexities. We apologize for the inconvenience caused.

How long does it take for my order to arrive?

For each order, we have a processing time which is specified in the product description. And on top of that, the shipping period is different for each country, please check out and see the shipping options for your address.

Why is my order cancelled?

We might cancel your order under the following circumstances

Unable to verify your payment
Insufficient Shipping Information
Item sold out or unavailable
Upon your request

We will always contact you before cancelling your order; if we receive no response from you within 5 business days, your order will be cancelled and refunded.

Can I cancel my order?

We start preparing orders to ship shortly after orders are placed. You will NOT be able to cancel your order 3 days after your order is placed. You may reurn the items for refund after you receive them; however you will need to pay for the return shipping cost yourself. Please note that if you refuse the package we ship to you, you will NOT receive any refund.
*Pre-order product can not be cancelled at all; however, you may return the product to us once you receive it, but you will have to pay for the return shipping cost yourself.

How can I track my order?

We will send you a shipment notification email with tracking number once we ship your order. Please click on the tracking number to see the latest shipment status.

Why hasn't my order shipped?

If the product you ordered is a pre-order item, please refer to the "ship by" timeline stated on the product page.

For non pre-order products, please refer to the product description regarding the order processing time. We suggest checking your spam folder if you have not received shipment notification email from us. Send us a message using the following contact form if you have done all these, and still haven't found any email from us.

(For U.S. customers only)
The tracking shows my package was departed from LA (NY,etc),
but my address is in LA (NY, etc), is there something wrong?

We ship our products from Asia or Canada; therefore, the package was never sent from LA or NY. It is the USPS station in LA or NY that reported the shipment status, they are just responsible for updating shipment status.

(For Canadian customers only)
I live nearby, can I just pick up my order?

Unfortunately, our warehouse is not in Canada, and we can't afford a physical store yet. Therefore, we can't let you pick up your order at the moment. We are sorry for the inconvenience.

I checked my bank account and realized that I was charged twice/ multiple times for the same order, can you refund me the extra payment(s)

If you have received only one confirmation email for an order, it means that only one payment was successful and the other payment attempts failed; so the other payments are on the pending status; once your bank/ credit card company verifies the transaction(s), they will return the balance to your account, please do not worry about it.

Frequently Asked Questions

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Frequently Asked Questions

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