Order Status
Has my order shipped?
Shipping information will be available the day after your item has shipped. In most cases, products will be processed and shipped within 24 hours of receiving the order. Please click Order Tracking for more details
How do I track my order?
Please click Order Tracking to go to "Order Tracking" page. Enter your email address and your OrderID received in your confirmation email, then click Submit button, and you can get shipping information of your order.
What should I do if my order never arrives?
Please allow up to 10 business days for your item to be delivered. If it still does not arrive, please contact our customer service department. We will get back to you shortly.
Can I change my order once it has been processed?
Generally, orders cannot be changed once they have been placed. However, if you contact us immediately after placing the order, we will try our best to accommodate the change(s). If the order has already been shipped out, we can not make any changes.
I need a copy of my receipt/invoice.
Please contact our customer service department and indicate that you need a receipt/invoice. Then we will send you it by mail.
Why has my parcel been redirected to a pickup point, courier outlet, locker, or delivery depot?
Due to reasons such as the recipient being unavailable, access restrictions, local carrier procedures, customs requirements, or delivery conditions in your area, the carrier may be unable to complete delivery to your address. In such cases, the parcel may be redirected to a designated pickup location or handled through an alternative local delivery method.
-
1. How long will my parcel be held?
The holding period varies depending on the carrier, destination country, and pickup location. Please follow the collection deadline stated in the tracking information or carrier notification. If the parcel is not collected within the required timeframe, it may be returned, discarded, destroyed, or otherwise handled in accordance with the carrier’s policies.
-
2. Can I request redelivery or change the delivery address?
Some carriers may offer options such as redelivery, address correction, or redirection. Availability depends on the destination country, carrier, service level, and current delivery status. Additional fees may apply if such services are available.
-
3. What should I do if customs requires payment or documentation?
Please complete the required procedures first and keep any receipts or related documents. Then contact our customer service team with your order number and supporting documents. We will review your case in accordance with our policies.
-
4. What happens if I don’t collect my parcel in time?
If the parcel is not collected within the timeframe specified by the carrier, it may be returned to our warehouse, destroyed, discarded, confiscated by authorities, or otherwise become non-returnable. The final handling depends on the carrier, customs authorities, local regulations, and actual delivery conditions.
-
5. What if the tracking shows delivered but I can’t find my parcel?
Please first check with neighbours, family members, reception, front desk, mailroom, or building management. If the parcel is still not found, contact us as soon as possible. We will review the delivery records and, where possible, initiate an investigation with the carrier.
-
6. Can I return a swollen, leaking, or damaged battery via standard post?
No. For safety reasons, batteries that are swollen, leaking, cracked, overheating, subject to recall, or otherwise unsafe must not be returned via standard postal services or courier without contacting us first. Please contact our customer service team for safety instructions before attempting a return.
