Shipping policy
I. Order Processing: Quick Response, Clear Timeframe
Regular processing time: All orders will be reviewed, picked, and dispatched within 1-2 business days (business days refer to Monday to Friday, excluding US federal holidays). Please provide the text you would like translated.
Cut-off time: Orders paid for before 15:00 Pacific Time (PT) each day will be processed with priority on the same day; orders paid for after the cut-off time will be processed on the next working day. Please provide the text you would like translated.
Peak period notice: During promotional periods such as Black Friday, Cyber Monday, and the Christmas season, processing time may be extended to 2-3 business days. We will notify you in advance through store announcements and order emails. Please provide the text you would like translated.
Abnormal communication: If the order is delayed due to incorrect address, payment verification or temporary shortage of inventory, the customer service will proactively contact and confirm within 12 hours via email or in-site message.
In the United States, orders are full.
59 Free Shipping
2. Additional Fee Explanation (applies to only 2 special cases)
Extra size charge: The longest side is ≥ 48 inches or the perimeter is ≥ 130 inches, an additional $15 per item will be charged (please mark it on the product page in advance for reminder). •
Address correction fee: $10 per instance is charged for modifying the address after shipment (free modification before shipment).
Order Tracking: Real-time Control, Peace of Mind
1. Within 12 hours after the order is dispatched, the system automatically sends a shipping notification email, which includes: the name of the logistics company, the tracking number, and the official query link (USPS/UPS/FedEx direct connection).
2. Update of tracking information:
◦ Standard / Economy Delivery: The full journey track can be checked the next day after dispatch;
◦ Express / Expedited Delivery: The first collection information is synchronized within 4 hours after dispatch.
3. Handling of abnormal situations: If there is no update for more than 72 hours, the system will automatically trigger customer service intervention without the need for customers to actively inquire.
Post-sale Guarantee: Peace of Mind Shopping, Problems Will Be Solved
1. Lost Item Handling
If the logistics shows "Dispatched" but the item has not been delivered within 30 days, or the tracking information has not been updated for more than 14 days, after verification, a full refund or a free re-shipment will be provided (the customer can choose either option). There is no need for the customer to bear the burden of proof. The store will contact the logistics provider to verify, saving the customer's time.
2. Damaged / Missing Item Handling
Within 48 hours after signing for the package, provide clear photos of "package appearance + contents + receipt". The customer service will respond within 12 hours. Support is as follows:
Damaged goods: Free re-shipment or full refund (no need to return the damaged item);
Missing items: Re-ship the missing items or refund the corresponding amount of the product.
3. Incorrect Address / Refusal Handling
Before shipping: Free address modification, with no limit on the number of times;
After shipping: Assist in intercepting the package (success rate 60%). If the package is intercepted and returned, only the one-way shipping fee will be charged (the same as the common practice of charging round-trip shipping fees). Unjustified Return: The amount of the goods will be refunded after deducting the basic shipping fee, preventing losses from malicious returns.
Policy Updates and Contact Information
Policy Updates: This policy will be adjusted according to the rates of logistics providers and customs policies. Major changes will be notified through store announcements / emails 7 days in advance.
Contact Channels:
Customer Service Email: [Your Customer Service Email]
Online Customer Service: Beijing time from Monday to Sunday 9:00 - 21:00 (synchronous response in the US time zone)
Response Time: 2 hours on working days, 6 hours on holidays
Warm Reminder: After placing an order, you can check the shipping status in "My Account - Order Management" in real time. Feel free to contact us if you have any questions. We are committed to making every shopping experience worry-free.