Which couriers do you use?

The courier for each shipment may vary depending on the country of destination and the shipping method you choose(Standard/Fast/Express). A combination of domestic and international courier services is often applied. To view the list of couriers we currently work with, please head to the "Shipping" page.

What if my order gets lost in transit?

If your package gets lost in transit, please reach out to our customer service immediately and we will re-fulfill your order as soon as possible. You can also request a refund if you see fit.

What should I do if the shipping has not been updated for a long time?

If the shipment status of your product has not been updated for more than 20 days, please get in touch with our customer service as soon as possible.

Is COVID-19 affecting shipping?

Although we work with reliable couriers, the shipping transit time can still be affected by the COVID-19 control measures and regulations in the destination country/region. The delivery may be delayed in countries/regions severely impacted by the pandemic. If you are experiencing any delays in shipping, don't hesitate to get in touch with our customer service.

How can I track the shipment?

Go to Dashboard > Orders > find and click on the order you want to track > access order details.

Please note that the shipment status won't be available if the order has not been shipped.

Once the order is shipped, its tracking number will be displayed in the order timeline. You can check the shipment details by clicking on the tracking number.

How long after I pay for an order can I view the shipment status?

In most cases, we will complete the production and ship the goods within 48 hours after the order is paid. You can use the tracking number to check the shipment status once the order status becomes "Shipped".

Can I customize the packaging for my orders?

Yes. Our custom packaging feature allows you to determine the material and design of your packaging bags. To create a custom packaging bag, please go to Dashboard > Branding > Packaging bag.

How will you package my orders?

You can design your own packaging bag and hang tag with our branding feature and link them to a product or store. When the linked product or store generates an order, we will print your designs on the packaging materials of your choice and pack your order with them. 

However, if you prefer to skip the customization, we will pack your item with a blank packaging bag only.

How do I manage my address book?

Go to Dashboard > Settings > Address Book > manage your addresses

Please note that you can save no more than four addresses in the address book. So, we suggest you only keep the most frequently used addresses.

When placing a sample order, you can directly select an address from your address book, which saves time and effort.

What are your shipping rates?