Frequently Asked Questions
I AM HAVING ISSUES PLACING AN ORDER
We are sorry to hear that you are unable to place an order. Please contact Customer Service in contact and we will work on resolving the issues as quickly as possible.
HOW DOES THE SHIPPING WORK?
We offer international shipping options too – no matter where you are, you can buy from us! We process orders on business days which are Monday through Friday, Eastern Standard Times, and exclude holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
Our shipping methods being currently available are PRIORITY SHIPPING (USPS) and FAST SHIPPING (DHL)
For Priority Shipping, the estimated delivery time is: (1- 3 business days shipping) + ( 1-5 days transit time)* (in regular seasons) or more depends on holiday seasons.
For Fast Shipping, the estimated delivery time is: (1- 3 business days shipping) + ( 1-3 days transit time)* (in regular seasons) or more depends on holiday seasons.
(*) might be delayed 2-4 days due to the peak season, but we will try our best to fulfill orders as fast as we can.
You will be able to track your order at all times until it arrives your doorstep. Please bear in mind that sometime we will not provide you with tracking number. However, you can track your order status through our website. At the moment, our shipping cannot delivery to US Military bases. We apologize in advanced for this inconvenience. For logistic reasons, the order may not arrive at the same time as a package. For example, T – shirts will usually come first, shorts and shoes will come later.
THE TRACKING NUMBER FOR MY ORDER STOPPED UPDATING, WHAT HAPPENED?
If you’re buying from outside of the U.S. (particularly in Canada), your country’s customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada’s customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country’s customs department directly and ask that they release your items immediately. Note: if for some reason your order is never released by customs, we’ll send you a replacement!
WHAT IF I NEED TO RETURN SOMETHING?
Due to hygiene reasons and the fact that our products are customized, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please be informed that our products are customized and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display. Hence, please allow the 20% difference between advertised images and the actual item you received. If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal. Please contact our Customer Service team to start the complaint process. Please include the following information:
- Order number
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
If you choose to return your order without our Customer Service team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed. NOTE: We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
HOW DO I CHANGE OR CANCEL MY ORDER?
If you change your mind about your purchase, please contact us here and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made. Your order is only eligible to be cancelled and modified within 12 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled. Please be informed that a management and transaction fee (15% of your total order value) will be applied for the cancellation.
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.