I just placed an order, which will it ship?
There is a national holiday in our warehouse location from 9-15 February. If you have ordered within these dates please allow 3-4 days of processing time from 15 February. Due to the Coronavirus, processing times may take up to 5 days in some cases.
How long is the shipping time?
All orders will be shipped via Yun Express and USPS.
- Average transit times to the United States: 3-16 business days*
- Average transit times to the United Kingdom: 2-15 business days*
- Average transit times to Australia: 2-16 business days*
- Average transit times to New Zealand: 2-16 business days*
- Average transit times to Europe: 2-16 business days*
- Average transit times to Canada: 3-16 business days*
We are constantly working to provide the best experience for you, our customers.
* Due to the ongoing health crisis in the world, COVID-19, some customers are experiencing or will experience delays in shipping times.
We ship from out partnered warehouses and factories located in United States, United Kingdom, Canada, Australia and Chine. Please expect your items to be shipped separately (if you order more than one item) as different factories specialise in various areas of manufacturing.
There are circumstances that are out of our control (natural disasters, holidays, weather etc) that mat cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.
As a small company, we do not have a packaging centre yet, but we are working hard on expanding. Our products are sent to our packaging partner in Asia, which redistributes your packages around the world. We would like to thank our customers for their patience and understanding.
All international orders may incur customs fees and additional fees.
Will I receive a tracking number?
We provide tracking for all our orders once the product has shipped. When you receive your tracking number, if you need help tracking your order you can contact us at email@example.com. Or tracking your order here.
Can I cancel my order?
You are able to cancel your order with no penalty. You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email firstname.lastname@example.org with the subject line "CANCEL".
I have entered an incorrect address.
If you have misspelt or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Please notify us immediately at email@example.com. If the address in wrong, we can amend within 24 hours.
My item arrived damaged.
We do ship every item with double packaging and extra padding. Despite this, our customers report that around 1 in 1000 products arrive damaged die to mail service mistreatment. Please, always refuse the package if you see damage on it and file a complaint with the courier directly. It will be re-shipped back to us and we will happily re-ship another one.
If you do accept the package please contact us with:
- Your order number; and
- A picture of the damaged package/product
Once received, we will be happy to send out another at no cost.
If you need to make changes to your order, please email us within 1 hour of placing your order and we will be happy to make the required changes. Unfortunately, if your order has already been shipped we will not be able to change it. Please make sure you have ordered the correct variant to avoid disappointment.
I have a question that wasn't answered, can you please help?
If we still haven't managed to answer your question, please feel free to contact us at firstname.lastname@example.org and we will do our best to reply within 48 hours.
**Some products might be shipped out separately and arrive at different times as we have various warehouses in different locations.**
Depending on the volume of orders we are receiving, your shipment may take longer than usual. Rest assured, we are working hard to get everything out ASAP. We know it may be frustrating to wait longer than expected for your order, but the one thing we don't want to do is to sacrifice the quality of our products. We appreciate your understanding.
**Please note that all cancellations are subject to a 20% cancellation and restocking fee, because we immediately begin our fulfilment process.**