How can we help?

Post-Sales Inquiry
Pre-Sales Inquiry
Post-Sales Inquiry
VIP Subscription

If you see "Mernea" on your billing or bank statement

If you see trysilkyglow on your billing statement, it means you bought something from a business that uses trysilkyglow.com for payments.

It also shows up when a subscription renews or when a family member buys something from "trysilkyglow" or its affiliated companies.

If you still can't identify the charge

Can't find a charge that matches at trysilkyglow.com? Check if you used a different account to buy something or if a family member made a purchase at trysilkyglow.com or its affiliated companies.

  1. Search your email for the words "Thank you for your purchase" or "Order summary".

  2. Look for a receipt that matches the amount that you see on your billing or bank statement.

  3. On the email receipt, identify the sender of the email and check the domain's website. Example, "support@DOMAINWEBSITE.com"

  4. Visit the store's domain's website to see if you recognize the website.

  5. If you recognize the website:

    • Check the top of the website and click "Contact Us"
    • Go to the footer and click on "Submit a Ticket"

Contact trysilkyglow Support

If you checked the domain's website above and your emailed receipts and you're still not sure why you were charged, contact us.

My package was returned to the sender
  1. Occasionally, packages are returned to us as undeliverable.
    1. A package might be returned as undeliverable for several reasons:
      1. The address is incorrect or outdated. Usually, the package is stored for a period that can vary depending on the courier who holds it and then returns it to us. Double-check the address carefully when placing your order.
          1. Please click here to see a list of the most common couriers.
          2. Please click here to see if your original tracking number has been assigned a local post tracking number.
      2. If an incorrect shipping address was provided in your order and the order had shipped, please submit a ticket through our Contact Form page so we can evaluate if sending a replacement is possible. However, please note that it’s not guaranteed as all sales are final and refunds can not be granted.
      3. If an incorrect shipping address was provided in your order and you contacted us before the order shipped submit a ticket through our Contact Form pageso we can check on what would be the best approach to resolve the issue and make things right!
          1. If it's just a spelling mistake, e.g., Loa Angeles, CA, 90210, there's a high chance your local post office would be able to still identify the correct shipping address. Please contact your local post office for further assistance.
          2. If the street name, zip code, and/or city are incorrect, we will contact your local post office on your behalf to make the necessary corrections. If no longer possible, we will send a replacement.
      4. Our system doesn't recognize the way an address was entered, or the package was assigned to a carrier that can't deliver to that address.
      5. You used a restricted address. If you send the order to a prison, correctional facility, or other similar institution, the products and/or the carrier responsible for delivery may be subject to specific restrictions.
      6. The carrier attempted delivery but failed. Most of our carriers make more than one attempt to deliver a package. If they find that they can't successfully deliver your package, they'll return it to us.
      7. The recipient refused the delivery. A gift recipient who isn't expecting a gift may refuse a package if they believe it's being delivered to them by mistake.
    2. We can't re-ship orders that carriers return to us as undeliverable due to the reasons above except for clause 1.1.3 above. If you still want to purchase the same item/s, place a new order on our website.
I would like to get a refund for my order

Dissatisfied

  1. Our Product Research Team has exerted a significant amount of time in identifying products that we think our patrons and customers would surely love as these products are manufactured under market demand, currently in trend, or hot items.
  2. We want to ask for your kind understanding that there are a lot of costs involved in a small business, thus, we are giving full responsibility to our patrons and customers to do their due diligence in ensuring that they have researched and Googled the product they are buying online and to not proceed with the order if you think our product is not the one you are looking for or does not meet your needs.
  3. While we understand that you’re not happy or satisfied with your item, we’re afraid, operation costs have already been expended, thus, we’re afraid, we will consider all sales as final and refunds can not be granted.

Incorrect Item

  1. An incorrect item received constitutes receiving a totally different item as shown on our website.
    • Example 1 [Will be replaced]: You ordered a dress and you received a pair of shoes.
    • Example 2 [Will be replaced]: You ordered lipstick and you received mascara.
    • Example 3 [Will NOT be replaced]: You ordered a weighted plushie and you feel that it's not weighted.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase.
    • Example 4 [Will NOT be replaced]: You ordered a jacket in size large and you feel that you received a size small.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase and not proceed with the order if they think our product is not the one they are looking for or does not meet their needs.
  2. A replacement order, with the same shipping speed that was used on your original item, will be created.
    • Please send us three photos in different angles of the item you’ve received as it will help us expedite your replacement order.
    • If a replacement order will be created, there is no need to send the incorrect item back to us.

 

Items Not Received After 30 Days

  1. Items not received after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post] is eligible for a free replacement.
    • A replacement order, with the same shipping speed that was used on your original item, will be created.
  2. If the delivery status of your tracking number is showing "delivered", please contact your local post office. Here's a list of our most common carriers.
    • Please click here to know what tracking number should I give to my local post office.
Shipping & Handling Fees for Discounted Items

Our store's Terms of Service state that each individual order is considered a separate transaction, and as such, shipping fees are charged for each order. When you accepted the upsell offer, it triggered the creation of a new order with its associated shipping fee.

 

Shipping fee is not included in any discounted or upsell items that you purchase after your initial order as stated in our Terms Of Service under the section "Shipping & Handling Fees for Discounted Items". These fees are separate and must be paid in addition to the cost of the product because it is a separate cost that is typically charged based on the weight, size, and destination of the package. Including shipping and handling costs in the discounted offer may increase the overall price of the order.

How do I track my order?
  1. Please use https://parcelsapp.com/.
    • To call your local post office, please check here
  2. You can find tracking information in your order details. If an order includes multiple items, each may have separate delivery dates and tracking information.
  3. Depending on the shipping method you chose, it's possible that the tracking information might not be visible immediately.
    • If your local post office has assigned a local tracking number for your parcel, use that new local tracking number to track the status of your shipment. Please check the photo below for how to identify your local tracking number.
    • If your local post office has not assigned a local tracking number, you can use the same tracking number to track your package using your country's local post office website. Please check the photo below on how to identify where to track your package.
  4. For more information about our Shipping and Delivery.
I would like to cancel my order
  1. As a small business, one of our goals is to ensure that we are processing orders as soon as they are placed so that you will get your order at the soonest possible time!
  2. We are humbly asking our patrons and customers for their kind understanding that there are a lot of costs involved as a small business, thus, we are unable to CANCEL, REFUND, or RETURN. After an order has been paid for and an associated order number has been generated, it is promptly transmitted to our Fulfillment Center's processing and packing system. Consequently, we regret to inform you that canceling an order at this stage is no longer feasible.
Can I edit my order?

No Tracking Number Yet

  1. If a tracking number has not been emailed yet, please send us a message through our Contact Form page so we can ask our Fulfillment Center if modification is still possible. We will update you within 24 to 48 business hours if the modification was successful.

The Tracking Number Has Been Emailed

  1. If the status of the shipment is “Label Created” only or “The shipment notification has been sent” only, please send us a message through our Contact Form page so we can ask our Fulfillment Center if modification is still possible. We will update you within 24 to 48 business hours if the modification was successful.
  2. We would like to ask for your kind understanding that if the status of the shipment has already changed from “Label Created” or “The shipment notification has been sent”, we can no longer guarantee we can still retract the parcel since it has left our Fulfillment Center and is already in transit but we will try our very best to see what we can do.
Finding a missing package that shows delivered
  1. If tracking shows as delivered but you cannot locate your item(s); Try your safe place location, check with neighbors if safe to do so, or contact the carrier (some carriers deliver until 10 pm). Please check our Carrier Contact Information.
  2. Verify the shipping address in your order confirmation. If it's correct:
    1. Look for a notice of attempted delivery or check if a postcard has been left by your local post office.
    2. Look around the delivery location for your package.
    3. See if someone else accepted the delivery unless you have health or safety concerns about doing so.
    4. Check your mailbox or wherever else you receive mail. Some packages travel through multiple carriers.
    5. Porch
    6. Garage
    7. Exterior doors and any locations where the package could be placed, especially one that's out of view of the street, such as under a mat or near a back entrance.
    8. Building's front desk, reception area, or receiving area.
    9. Wait five business days. In rare cases, packages may say delivered up to five business days before arrival.
    10. If you haven't received your package, contact us within 30 days of the expected delivery. We'll do everything we can to help.
  3. Important: Once your parcel has been turned over to your local post office, we no longer have jurisdiction over them as they are a separate entity and will rely on the delivery notice information provided on their website.
    1. Please call your local post office for assistance. Please check our Carrier Contact Information.
I have not received my order and it's already beyond the delivery timeframe

Late Deliveries

  1. Most packages arrive on time. Orders sometimes show up after the estimated delivery date.
    1. Possible reasons for late delivery include the following:
      1. Incorrect address or missing apartment, building, floor, or unit number.
        1. If you've provided us with the correct shipping address as shown in the Order Confirmation we emailed you, please check Shipping and Delivery.
        2. If you've provided us with the incorrect shipping address as shown in the Order Confirmation we emailed you, we will no longer be able to correct the shipping address for you.
          1. Please contact your local post office to make the correction. We've compiled some of the Carrier Contact Information here.
      2. Severe weather conditions
        1. Unfavorable weather conditions like storms, tsunamis, tornadoes, snowstorms, heat waves, etc can invariably cause delivery delays. Just like any other company, couriers also have trouble delivering their products during such bad weather. You can stay updated on the weather through local news channels. If your local post office is reporting an inclement weather condition, there is a higher chance of your delivery being later than usual. We ask for your kind understanding on this unfavorable matter.
      3. International customs procedures
        1. If your parcel is stuck in your country's customs due to clearance delay, we humbly ask that you give your customs a chance to finish the clearance of your package.
I did not receive all the items I ordered
  1. If an item is missing from your package, it may have been shipped separately. Please check your Order Confirmation to see if each item has been assigned a different tracking number.
    1. If all items were shipped using the same tracking number, click here to submit a ticket and attach a copy of the packing slip or any of the paperwork that came in with the parcel so we can further check for you.
      1. If the packing slip or any of the paperwork you attached shows an item is missing, please allow us to make things right and ship the missing item/s ASAP! 
    2. If the items were shipped separately, please click here to check how to track your remaining parcel.
      1. To check with your local post office, please click here to see the most common carriers.
  2. If you're unable to identify if your items were shipped all together or separately, click here to submit a ticketso we can further check for you.
How do I contact the carrier?

Carrier Contact Information

  1. We work with different national and international carriers to deliver items. If you have an issue with your delivery, you can contact the carrier directly.
  2. Important: Some national carriers use regional carriers to deliver your package. When this happens, your tracking information may not be accurately reflected on the national carrier website.
Import | Customs Fees
  1. The payment of import/customs fees is the responsibility of the buyer and is levied based on the laws of the destination into which the products are being shipped.
  2. When ordering from our store, you're responsible for assuring the product can be lawfully imported to the destination. Please contact your local governing body as we do not have a way of identifying if you will be charged these fees.
    1. We cannot refund import and/or customs fees.
  3. Recipients of international shipments may be subject to import taxes, fees, and customs duties (hereafter, Import Fees), levied by the customs office of your shipping destination. Import Fees vary according to the customs regulations of the destination country.
  4. Customs policies vary widely, and some countries don't charge Import Fees for shipments that fall below a minimum value. Contact the customs office of the destination country for more information.
I received a damaged item, received an incorrect item and I have not received my order
  1. Damaged items received, incorrect items received and items not received after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post] are eligible for a free replacement within 7 business days.
  2. If 7 days have gone by since your delivery date, unfortunately, we can’t offer a replacement.
  3. All sales are final. If you received a defective or incorrect item,  or you did not receive your order after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post], we would process a replacement instead of a refund.

Damaged Item

  1. A replacement order, with the same shipping speed that was used on your original item, will be created.
    1. Please send us three photos in different angles of the item you’ve received as it will help us expedite your replacement order.
    2. If a replacement order will be created, there is no need to send the damaged item back to us.

Incorrect Item

  1. An incorrect item received constitutes receiving a totally different item as shown on our website.
    • Example 1 [Will be replaced]: You ordered a dress and you received a pair of shoes.
    • Example 2 [Will be replaced]: You ordered lipstick and you received mascara.
    • Example 3 [Will NOT be replaced]: You ordered a weighted plushie and you feel that it's not weighted.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase.
    • Example 4 [Will NOT be replaced]: You ordered a jacket in size large and you feel that you received a size small.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase and not proceed with the order if they think our product is not the one they are looking for or does not meet their needs.
  2. A replacement order, with the same shipping speed that was used on your original item, will be created.
    • Please send us three photos in different angles of the item you’ve received as it will help us expedite your replacement order.
    • If a replacement order will be created, there is no need to send the incorrect item back to us.

 

Items Not Received After 30 Days

  1. Items not received after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post] is eligible for a free replacement.
    • A replacement order, with the same shipping speed that was used on your original item, will be created.
  2. If the delivery status of your tracking number is showing "delivered", please contact your local post office. Here's a list of our most common carriers.
    • Please click here to know what tracking number should I give to my local post office.
Lifetime Warranty / Order Insurance

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  1. Purchasing a product covered by a warranty can help ensure your peace of mind. If things don’t work as expected during the life of the product and you've purchased our Lifetime Warranty / Order Insurance, a warranty may allow the purchase to be replaced covering the cost of the item excluding the shipping fee.

    • Misuse, wear & tear, and discontinuation of your product will render this warranty invalid.

    • “Lifetime” refers to the time that the product is still in production.
    • Can be canceled without prior notice to the customer.
  2. To use your Lifetime Warranty / Order Insurance:
    • Take a photo or short video of the item.
    • Go to our Contact Form page to submit a request and choose Lifetime Warranty as the category.
    • Attach the photo or video.
  3. If a replacement has been approved, we will update you within 48 hours.
VIP Subscription

If you see "Mernea" on your billing or bank statement

If you see trysilkyglow on your billing statement, it means you bought something from a business that uses trysilkyglow.com for payments.

It also shows up when a subscription renews or when a family member buys something from "trysilkyglow" or its affiliated companies.

If you still can't identify the charge

Can't find a charge that matches at trysilkyglow.com? Check if you used a different account to buy something or if a family member made a purchase at trysilkyglow.com or its affiliated companies.

  1. Search your email for the words "Thank you for your purchase" or "Order summary".

  2. Look for a receipt that matches the amount that you see on your billing or bank statement.

  3. On the email receipt, identify the sender of the email and check the domain's website. Example, "support@DOMAINWEBSITE.com"

  4. Visit the store's domain's website to see if you recognize the website.

  5. If you recognize the website:

    • Check the top of the website and click "Contact Us"
    • Go to the footer and click on "Submit a Ticket"

Contact trysilkyglow Support

If you checked the domain's website above and your emailed receipts and you're still not sure why you were charged, contact us.

My package was returned to the sender
  1. Occasionally, packages are returned to us as undeliverable.
    1. A package might be returned as undeliverable for several reasons:
      1. The address is incorrect or outdated. Usually, the package is stored for a period that can vary depending on the courier who holds it and then returns it to us. Double-check the address carefully when placing your order.
          1. Please click here to see a list of the most common couriers.
          2. Please click here to see if your original tracking number has been assigned a local post tracking number.
      2. If an incorrect shipping address was provided in your order and the order had shipped, please submit a ticket through our Contact Form page so we can evaluate if sending a replacement is possible. However, please note that it’s not guaranteed as all sales are final and refunds can not be granted.
      3. If an incorrect shipping address was provided in your order and you contacted us before the order shipped submit a ticket through our Contact Form pageso we can check on what would be the best approach to resolve the issue and make things right!
          1. If it's just a spelling mistake, e.g., Loa Angeles, CA, 90210, there's a high chance your local post office would be able to still identify the correct shipping address. Please contact your local post office for further assistance.
          2. If the street name, zip code, and/or city are incorrect, we will contact your local post office on your behalf to make the necessary corrections. If no longer possible, we will send a replacement.
      4. Our system doesn't recognize the way an address was entered, or the package was assigned to a carrier that can't deliver to that address.
      5. You used a restricted address. If you send the order to a prison, correctional facility, or other similar institution, the products and/or the carrier responsible for delivery may be subject to specific restrictions.
      6. The carrier attempted delivery but failed. Most of our carriers make more than one attempt to deliver a package. If they find that they can't successfully deliver your package, they'll return it to us.
      7. The recipient refused the delivery. A gift recipient who isn't expecting a gift may refuse a package if they believe it's being delivered to them by mistake.
    2. We can't re-ship orders that carriers return to us as undeliverable due to the reasons above except for clause 1.1.3 above. If you still want to purchase the same item/s, place a new order on our website.
I would like to get a refund for my order

Dissatisfied

  1. Our Product Research Team has exerted a significant amount of time in identifying products that we think our patrons and customers would surely love as these products are manufactured under market demand, currently in trend, or hot items.
  2. We want to ask for your kind understanding that there are a lot of costs involved in a small business, thus, we are giving full responsibility to our patrons and customers to do their due diligence in ensuring that they have researched and Googled the product they are buying online and to not proceed with the order if you think our product is not the one you are looking for or does not meet your needs.
  3. While we understand that you’re not happy or satisfied with your item, we’re afraid, operation costs have already been expended, thus, we’re afraid, we will consider all sales as final and refunds can not be granted.

Incorrect Item

  1. An incorrect item received constitutes receiving a totally different item as shown on our website.
    • Example 1 [Will be replaced]: You ordered a dress and you received a pair of shoes.
    • Example 2 [Will be replaced]: You ordered lipstick and you received mascara.
    • Example 3 [Will NOT be replaced]: You ordered a weighted plushie and you feel that it's not weighted.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase.
    • Example 4 [Will NOT be replaced]: You ordered a jacket in size large and you feel that you received a size small.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase and not proceed with the order if they think our product is not the one they are looking for or does not meet their needs.
  2. A replacement order, with the same shipping speed that was used on your original item, will be created.
    • Please send us three photos in different angles of the item you’ve received as it will help us expedite your replacement order.
    • If a replacement order will be created, there is no need to send the incorrect item back to us.

 

Items Not Received After 30 Days

  1. Items not received after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post] is eligible for a free replacement.
    • A replacement order, with the same shipping speed that was used on your original item, will be created.
  2. If the delivery status of your tracking number is showing "delivered", please contact your local post office. Here's a list of our most common carriers.
    • Please click here to know what tracking number should I give to my local post office.
Shipping & Handling Fees for Discounted Items

Our store's Terms of Service state that each individual order is considered a separate transaction, and as such, shipping fees are charged for each order. When you accepted the upsell offer, it triggered the creation of a new order with its associated shipping fee.

 

Shipping fee is not included in any discounted or upsell items that you purchase after your initial order as stated in our Terms Of Service under the section "Shipping & Handling Fees for Discounted Items". These fees are separate and must be paid in addition to the cost of the product because it is a separate cost that is typically charged based on the weight, size, and destination of the package. Including shipping and handling costs in the discounted offer may increase the overall price of the order.

How do I track my order?
  1. Please use https://parcelsapp.com/.
    • To call your local post office, please check here
  2. You can find tracking information in your order details. If an order includes multiple items, each may have separate delivery dates and tracking information.
  3. Depending on the shipping method you chose, it's possible that the tracking information might not be visible immediately.
    • If your local post office has assigned a local tracking number for your parcel, use that new local tracking number to track the status of your shipment. Please check the photo below for how to identify your local tracking number.
    • If your local post office has not assigned a local tracking number, you can use the same tracking number to track your package using your country's local post office website. Please check the photo below on how to identify where to track your package.
  4. For more information about our Shipping and Delivery.
I would like to cancel my order
  1. As a small business, one of our goals is to ensure that we are processing orders as soon as they are placed so that you will get your order at the soonest possible time!
  2. We are humbly asking our patrons and customers for their kind understanding that there are a lot of costs involved as a small business, thus, we are unable to CANCEL, REFUND, or RETURN. After an order has been paid for and an associated order number has been generated, it is promptly transmitted to our Fulfillment Center's processing and packing system. Consequently, we regret to inform you that canceling an order at this stage is no longer feasible.
Can I edit my order?

No Tracking Number Yet

  1. If a tracking number has not been emailed yet, please send us a message through our Contact Form page so we can ask our Fulfillment Center if modification is still possible. We will update you within 24 to 48 business hours if the modification was successful.

The Tracking Number Has Been Emailed

  1. If the status of the shipment is “Label Created” only or “The shipment notification has been sent” only, please send us a message through our Contact Form page so we can ask our Fulfillment Center if modification is still possible. We will update you within 24 to 48 business hours if the modification was successful.
  2. We would like to ask for your kind understanding that if the status of the shipment has already changed from “Label Created” or “The shipment notification has been sent”, we can no longer guarantee we can still retract the parcel since it has left our Fulfillment Center and is already in transit but we will try our very best to see what we can do.
Finding a missing package that shows delivered
  1. If tracking shows as delivered but you cannot locate your item(s); Try your safe place location, check with neighbors if safe to do so, or contact the carrier (some carriers deliver until 10 pm). Please check our Carrier Contact Information.
  2. Verify the shipping address in your order confirmation. If it's correct:
    1. Look for a notice of attempted delivery or check if a postcard has been left by your local post office.
    2. Look around the delivery location for your package.
    3. See if someone else accepted the delivery unless you have health or safety concerns about doing so.
    4. Check your mailbox or wherever else you receive mail. Some packages travel through multiple carriers.
    5. Porch
    6. Garage
    7. Exterior doors and any locations where the package could be placed, especially one that's out of view of the street, such as under a mat or near a back entrance.
    8. Building's front desk, reception area, or receiving area.
    9. Wait five business days. In rare cases, packages may say delivered up to five business days before arrival.
    10. If you haven't received your package, contact us within 30 days of the expected delivery. We'll do everything we can to help.
  3. Important: Once your parcel has been turned over to your local post office, we no longer have jurisdiction over them as they are a separate entity and will rely on the delivery notice information provided on their website.
    1. Please call your local post office for assistance. Please check our Carrier Contact Information.
I have not received my order and it's already beyond the delivery timeframe

Late Deliveries

  1. Most packages arrive on time. Orders sometimes show up after the estimated delivery date.
    1. Possible reasons for late delivery include the following:
      1. Incorrect address or missing apartment, building, floor, or unit number.
        1. If you've provided us with the correct shipping address as shown in the Order Confirmation we emailed you, please check Shipping and Delivery.
        2. If you've provided us with the incorrect shipping address as shown in the Order Confirmation we emailed you, we will no longer be able to correct the shipping address for you.
          1. Please contact your local post office to make the correction. We've compiled some of the Carrier Contact Information here.
      2. Severe weather conditions
        1. Unfavorable weather conditions like storms, tsunamis, tornadoes, snowstorms, heat waves, etc can invariably cause delivery delays. Just like any other company, couriers also have trouble delivering their products during such bad weather. You can stay updated on the weather through local news channels. If your local post office is reporting an inclement weather condition, there is a higher chance of your delivery being later than usual. We ask for your kind understanding on this unfavorable matter.
      3. International customs procedures
        1. If your parcel is stuck in your country's customs due to clearance delay, we humbly ask that you give your customs a chance to finish the clearance of your package.
I did not receive all the items I ordered
  1. If an item is missing from your package, it may have been shipped separately. Please check your Order Confirmation to see if each item has been assigned a different tracking number.
    1. If all items were shipped using the same tracking number, click here to submit a ticket and attach a copy of the packing slip or any of the paperwork that came in with the parcel so we can further check for you.
      1. If the packing slip or any of the paperwork you attached shows an item is missing, please allow us to make things right and ship the missing item/s ASAP! 
    2. If the items were shipped separately, please click here to check how to track your remaining parcel.
      1. To check with your local post office, please click here to see the most common carriers.
  2. If you're unable to identify if your items were shipped all together or separately, click here to submit a ticketso we can further check for you.
How do I contact the carrier?

Carrier Contact Information

  1. We work with different national and international carriers to deliver items. If you have an issue with your delivery, you can contact the carrier directly.
  2. Important: Some national carriers use regional carriers to deliver your package. When this happens, your tracking information may not be accurately reflected on the national carrier website.
Import | Customs Fees
  1. The payment of import/customs fees is the responsibility of the buyer and is levied based on the laws of the destination into which the products are being shipped.
  2. When ordering from our store, you're responsible for assuring the product can be lawfully imported to the destination. Please contact your local governing body as we do not have a way of identifying if you will be charged these fees.
    1. We cannot refund import and/or customs fees.
  3. Recipients of international shipments may be subject to import taxes, fees, and customs duties (hereafter, Import Fees), levied by the customs office of your shipping destination. Import Fees vary according to the customs regulations of the destination country.
  4. Customs policies vary widely, and some countries don't charge Import Fees for shipments that fall below a minimum value. Contact the customs office of the destination country for more information.
I received a damaged item, received an incorrect item and I have not received my order
  1. Damaged items received, incorrect items received and items not received after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post] are eligible for a free replacement within 7 business days.
  2. If 7 days have gone by since your delivery date, unfortunately, we can’t offer a replacement.
  3. All sales are final. If you received a defective or incorrect item,  or you did not receive your order after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post], we would process a replacement instead of a refund.

Damaged Item

  1. A replacement order, with the same shipping speed that was used on your original item, will be created.
    1. Please send us three photos in different angles of the item you’ve received as it will help us expedite your replacement order.
    2. If a replacement order will be created, there is no need to send the damaged item back to us.

Incorrect Item

  1. An incorrect item received constitutes receiving a totally different item as shown on our website.
    • Example 1 [Will be replaced]: You ordered a dress and you received a pair of shoes.
    • Example 2 [Will be replaced]: You ordered lipstick and you received mascara.
    • Example 3 [Will NOT be replaced]: You ordered a weighted plushie and you feel that it's not weighted.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase.
    • Example 4 [Will NOT be replaced]: You ordered a jacket in size large and you feel that you received a size small.
      • As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase and not proceed with the order if they think our product is not the one they are looking for or does not meet their needs.
  2. A replacement order, with the same shipping speed that was used on your original item, will be created.
    • Please send us three photos in different angles of the item you’ve received as it will help us expedite your replacement order.
    • If a replacement order will be created, there is no need to send the incorrect item back to us.

 

Items Not Received After 30 Days

  1. Items not received after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post] is eligible for a free replacement.
    • A replacement order, with the same shipping speed that was used on your original item, will be created.
  2. If the delivery status of your tracking number is showing "delivered", please contact your local post office. Here's a list of our most common carriers.
    • Please click here to know what tracking number should I give to my local post office.
Lifetime Warranty / Order Insurance

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  1. Purchasing a product covered by a warranty can help ensure your peace of mind. If things don’t work as expected during the life of the product and you've purchased our Lifetime Warranty / Order Insurance, a warranty may allow the purchase to be replaced covering the cost of the item excluding the shipping fee.

    • Misuse, wear & tear, and discontinuation of your product will render this warranty invalid.

    • “Lifetime” refers to the time that the product is still in production.
    • Can be canceled without prior notice to the customer.
  2. To use your Lifetime Warranty / Order Insurance:
    • Take a photo or short video of the item.
    • Go to our Contact Form page to submit a request and choose Lifetime Warranty as the category.
    • Attach the photo or video.
  3. If a replacement has been approved, we will update you within 48 hours.
What payment methods do you accept?

We accept a variety of payment methods, including credit/debit cards and other secure online payment options.

Where will my order ship from?

Our primary fulfillment center is located in China, where most of our orders are processed and shipped.
However, to ensure timely delivery and better logistics, we also operate from additional fulfillment hubs in California (USA) and Vietnam.
Depending on your location, item availability, and warehouse inventory, your order may be shipped from any of these centers for the most efficient delivery

When will my order ship and get delivered?

Shipping

  1. Your order will ship within 1 to 5 business days. The delivery is within 7 to 20 business days for US and 10 to 25 business days for International Shipping.
    • Still within 5 business days from the order date.
      • Your order will ship within 1 to 5 business days from your order date. If your order ships out earlier, you will receive an email with your shipping confirmation and tracking number to the email address you indicated in your order.
      • If you did not receive your tracking number on the 5th business day, please check your Junk/Spam folders.
      • If you didn’t receive the email, please email us through our Contact Form page so we can check.
    • Beyond 5 business days from the order date.
      • If your order has not shipped on the 6th business day, rest assured that we have a dedicated Team who is aware of this delay and has done the necessary escalation to our Fulfillment Team.
      • Please allow us an additional 3 business days to update you with your tracking number.

Delivery

  1. It’s still within 7 to 20 business or 10 to 25 business days.
    • Here are some reasons why tracking information may not be available:
      • The first package scan may be on arrival at a regional hub near the destination. Common when shipping volume is high and packages are processed in bulk. Until this first scan, the carrier may not acknowledge receipt of the package.
      • The first package scan may not be until delivery.
      • There may be a delay in updates to the tracking database.
      • Some shipments, such as Standard International shipments, aren't trackable. Rest assured that your package will arrive on or before the 20th or 25th business day.
    • Beyond 20 (for US) or 25 (for International) business days.
      • If 20 or 25 business days have passed, and your tracking information hasn't changed, allow an additional 5 business days for the package to be delivered. Usually, packages arrive on or shortly after the 20th or 25th business day.
    • Beyond 30 (for US) or 35 (for International) business days.
      • As a small business, the very last thing we want to happen is for our patrons & customers to worry about getting their orders. We would like to assure our customers who are the pillars of our business that we have a dedicated Team who are closely monitoring these delays and have done the necessary escalation to the Fulfillment Manager to get to the bottom of the delay.
      • We would like to humbly ask that you allow and give us a chance to investigate and we will be in touch through email within 2 to 5 business days.

How are shipping and delivery dates calculated?

  1. We calculate delivery estimates by adding the transit time to the estimated shipping date.
  2. Transit time is based on your chosen shipping speed. We calculate transit time using business days. Saturday and Sunday don't usually count toward the transit time. An exception to this is when a weekend delivery option is available during checkout. We also take holidays into account when calculating transit time.
  3. For some delivery dates, we may provide an "order within" countdown timer. This shows the window of time in which you must place the order to receive your delivery by the date shown. The date is subject to change before you place your order. Your order confirmation email will include your confirmed delivery date.
  4. For Free Shipping, your order will arrive within 7 to 25 business days. We process and ship your order in the most cost-efficient way possible so we can offer free shipping. If you notice that your items haven't shipped yet, don't worry. We may take a little longer than you expect to ship out your order, but we'll ship in time for it to arrive within 7 to 25 business days.

Expedited Shipping

  1. For us to provide you with the most affordable item, we seldom offer expedited shipping.
  2. If it is available on the Shipping/Checkout page, the delivery is within 7 to 15 business days for US and 10 to 20 business days for International Shipping.
What is your store's currency?
  1. Your card will be charged in USD (default currency).
  2. Depending on your card's local currency, your bank or credit card company may assess additional fees, which may increase the overall cost of your purchase.
  3. Please contact your bank regarding these fees.
    1. Your local currency refers to the card currency associated with your eligible payment method.
I can't place an order

Here is a list of common credit card decline codes that indicate customers should contact their bank for more information, as these typically involve issues that only the bank can resolve:

  1. 05 – Do Not Honor — The bank has declined the transaction without providing a specific reason. The customer should contact their bank.
  2. 07 – Pick Up Card (Special Condition) — The card issuer tags the card as reported lost or stolen card. The customer should contact their bank immediately.
  3. 12 – Invalid Transaction — The transaction was rejected due to an invalid entry or an issue with how the card was used. The customer’s bank may provide more information.
  4. 41 – Lost Card, Pick Up (Fraudulent) — The card has been reported lost and should not be used. The customer must contact their bank to resolve the issue.
  5. 43 – Stolen Card, Pick Up (Fraudulent) — The card has been reported stolen. The customer should contact their bank to address the issue.
  6. 51 – Insufficient Funds — The card’s balance is not sufficient to cover the transaction. The customer may need to deposit funds or discuss options with their bank.
  7. 54 – Expired Card — The card has expired. The customer will need to contact their bank to obtain a new card.
  8. 57 – Transaction Not Permitted to Cardholder — The bank has restricted this type of transaction for the cardholder. The customer needs to contact their bank for more details.
  9. 62 – Restricted Card — The card has a restriction, which could include use only in certain regions or with specific merchants. The customer should call their bank to clarify.
  10. 65 – Activity Limit Exceeded — The card has reached its transaction limit for the day. The customer can contact their bank to potentially increase the limit or discuss alternatives.
  11. 91 – Issuer or Switch Inoperative — This code indicates a temporary issue with the card issuer or network. The customer’s bank can provide more information on the outage or failure.
  12. 93 – Transaction Cannot Be Completed, Violation of Law — This indicates a legal or regulatory block on the transaction. The customer should contact their bank for clarification.
  13. N7 – Decline for CVV2 Failure — The transaction was declined due to a CVV mismatch or other security issue. The customer may need to verify their details with the bank.
  14. R0 or R1 – Stop Payment Order — The customer’s bank has blocked the transaction at the customer’s request, often as part of a stop payment order. The customer should confirm with their bank.

Any other codes or decline reasons, please submit a ticket so we can further check

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