FAQ/Where are my orders?
United States Residents: Most of our supplier partners are located outside of the US, thus shipping may take a total of anywhere from 3 to 5 weeks for customers living in the United States.
Rest assured, our order processing staff always makes sure our customers orders are fulfilled and monitors the status of your orders daily to ensure transactions remain on schedule.
International Residents: For customers living outside of the United States, International shipping may take a total of anywhere from 5 to 10 weeks. This is because we opt for the cheapest shipping rates to keep our prices low, otherwise International customers would have to pay up to $40-$95 USD in just shipping alone.
Q: Why does my order take so long to arrive?
Answer: Most of our products come from supplier partners outside of the U.S. As with any international orders, allowing up to one month for delivery is completely normal. (Such is the case by companies such as Ebay, Amazon, etc. alike.)
Q: I had multiple items ordered but only received one item so far.
Answer: We have multiple suppliers so your items may be shipped from different locations, meaning each item could arrive one by one at separate times. No need to worry, the others are on their way.
Q: Why is my tracking number is not working? or I didn't receive a tracking number.
Answer: Two factors determine why the tracking number is not yet active:
1) The order can take up to a week to be processed due to busy times of the year. This would be the reason why you have not received a tracking number yet.
2) If you have received a tracking number but it is not working, allow some time to let the post office register and update the number into the system.
**NOTE**[For US Residents] Use http://www.17track.net/en/track?nums= to track your order when it is in China, and USPS.com when it arrives in the U.S. (Use same tracking number).
Q: I didn't receive my item, I want a refund.
Answer: If our tracking system states it was delivered to your provided address, you must contact your local Post Office to see what exactly happened or if the package was perhaps left with a neighbor. We will not refund if your local post office had made a mistake. Else, we will issue the refund if our system shows it was not delivered.
Q: Not satisfied, want a refund.
Answer: If the item is still in it's original condition, you must re-package the item and ship it back to our address. Once we receive the item, we can issue your refund. (Applicable within 30 days of receiving item).
**Note, our policy does anticipate returns unless the item was defective or incorrect on our end, thus we do not reimburse your ship-back cost.
You can always contact us to ask about the status of your order(s) or simply want reassurance that we haven't forgotten about your item(s)/an item that hasn't shown up yet.
Your patience is truly, truly appreciated.
- HelloDefiance Support