1.1 Do I need to open an account in order to shop with you?
No, you don’t need to. You can make purchases and check out as a guest every time.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
1.2 How do I /create an account?
Please click on “Login / Register” followed by ‘REGISTER’ and fill in your First and Last Name, Email and create Password.
1.3 How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
1.4 I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
1.5 How do I pay for my orders?
We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.
1.6 Can I amend and cancel my order?
Unfortunately, we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it. However, please contact our Customer Care Team at firstname.lastname@example.org as soon as possible.
1.7 I have a discount code, how can I use it?
Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
1.8 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
2 SHIPPING & DELIVERY
2.1 When will my order be processed?
All orders will be processed within 2 – 5 working days, excluding weekends and public holidays. Time stated is based on Pacific Time (PT).
2.2 How long will it take for me to receive my order?
Upon approval of your order, the delivery time frame is approximately 5 to 45 working days. If item ship from US facility via USPS, then would normally take 2 to 5 working days from the time USPS picking up the package to your place.
2.3 How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number for your reference.
2.4 What are the shipping charges like?
We truly value your time found us and spent shopping with us. As in return for your shopping, shipping is on us – it’s FREE!
2.5 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address. However, please contact our Customer Care Team at email@example.com as soon as possible.
2.6 There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please contact our Customer Care Team at firstname.lastname@example.org and we will get back to you as soon as we can.
2.7 I’ve received a defective item, what should I do?
We apologize if you had received a defective item from us. Please contact our Customer Care Team at email@example.com with a snapshot of the product and we will get back to you as soon as we can.
2.8 I’ve received an incorrect item, what should I do?
We apologize for sending you the wrong item. Please contact our Customer Care Team at firstname.lastname@example.org and we will get back to you as soon as we can.
2.9 I’ve purchased the wrong size or color
We do not provide exchanges for size or color. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy herein its procedures – place a new order and return the original purchase.
2.10 I have not received my parcel, what should I do?
Kindly drop an email to our Customer Care Team at email@example.com if your order tracking shown as delivered, but have not received your parcel after 5 working days and we will assist you accordingly.
Please, do, ask your family and neighbors. Many a lost package was simply laid aside by a family member and then forgotten, and sometimes your postal carrier leaves it with a neighbor because postal carrier doesn't want to leave it out in the weather.
If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox so carriers will often leave packages at a manager’s office for safekeeping.
If data shows that your package was delivered to your actual physical address, and was later stolen from your property, we will need to report this to the postal investigators and/or your local police. Many carriers now have scanners that are equipped with GPS tracking and the postal inspectors can find out exactly where the package was delivered. Mail theft is a serious crime, so before we involve the authorities, please make one final check to be absolutely certain you do not have the package.
Please notify us, either way, after you have followed through with the above instructions, and if criminal activity is suspected, or other action is needed, we will be happy to help follow through from there.
Please rest assured we will most certainly see this package is found, or the loss fully recovered, and those responsible held to account.