Contact us through our customer-service channel for help with an order. We review requests using the evidence and shipping details provided. The rules below describe when a refund, replacement, or return may be available.
Before an order ships, contact us to request cancellation. We will respond within 3 business days. A full refund may be available if the warehouse has not started processing the order. Custom products and private-inventory orders cannot be cancelled after payment.
If tracking shows a package was lost in transit, send us a screenshot or current update from the carrier or tracking website that shows the loss. For an eligible lost-package refund claim, the customer must be fully refunded within 30 days of the loss.
If an order has not been delivered within 30 days, send us the latest tracking update so we can review a full-refund request. For orders shipped with YunExpress or WANB that arrive 30 or more days after the estimated shipping time, a refund or reshipment may be available. Other shipping methods do not qualify for this late-delivery service.
If an item arrives damaged or incorrect, contact us within 7 business days of delivery. You must provide clear photos or videos of the item received that show the problem, along with the shipping slip and barcode. If you have already filed a complaint or dispute, include a screenshot showing your name, the date, and the full content of the complaint or dispute. Evidence that does not clearly show the problem may be rejected.
An incorrect or destroyed item may qualify for a full refund. A severely damaged package may qualify for a full refund or reshipment. A partially damaged item may qualify for a partial refund. Slight deformation or minor scratches do not qualify for a damage claim.
If tracking shows delivery but you did not receive the order, contact the last-mile carrier first and report the issue. Then contact us with the carrier's response and relevant tracking evidence. A refund request must include valid proof and may require a screenshot showing that the customer has been refunded.
A physical return is generally not required. Do not send an item back unless we specifically request it. If we request a return, send it within 10 days of receiving it. The item must be in good condition and must not affect resale. You are responsible for return shipping costs, including when an item arrives damaged. Contact us for the approved return address and instructions before shipping. If a return is required, send us the tracking number after shipment.
Refunds or reshipments are not available for a customer not liking a product, a product-description dispute, an unusual product smell, a customer-selected wrong item or SKU, an incorrect or incomplete delivery address, a missing phone number, normal processing delays, refusing delivery without a valid reason, or delivery to remote areas or PO boxes. Shipping methods that are not eligible for a stated late-delivery service are also excluded. These terms do not limit any consumer rights that cannot be excluded under applicable law.
We are not responsible for product damage or shipping delays caused by events outside our control, including epidemics, viruses, war, strikes, earthquakes, floods, storms, hurricanes, heavy snow, tsunamis, customs inspections, or other international situations.
During holidays and peak seasons, contact us if you need help with a product or delivery issue.