Terms & Conditions
We strive to make sure that everything about your shopping experience goes smoothly, from browsing and purchase to delivery. In spite of our best efforts, however, on rare occasions a problem may arise. Please familiarize yourself with our the Terms & Conditions under which we operate, to learn what actions we may take to help resolve any issues that arise in as quickly and efficiently as possible.
Delivery Times
We will make every effort to provide you with accurate information concerning delivery times. However, please understand that these time frame estimates have been provided to us by our delivery partners as average guidelines. Delays may occur due to unforeseen circumstances such as inclement weather, natural disaster, or other events beyond our control. In the event of such delays we will do our best to advise you of the revised delivery date, but please take into account that once your package leaves our warehouse, we have little control over the time it may take to arrive at your location. This means that while we can assist you in locating your parcel through our tracking system, we have no means to take direct action to speed up the delivery process. You can see estimated delivery times to your area here.
Delivery Addresses
We are happy to arrange shipping to any permanent address, such as your residence or office, or to a friend’s location. However, due to shipping regulations we are unable to deliver your parcel to a temporary address such as a hotel or motel, or other non-permanent address.
Delivery Failure
Your items are shipped on a “signature required” basis, and cannot be delivered at the designated address unless someone is available to sign for the parcel. Our delivery team will make three attempts to deliver your parcel. If after three attempts they have been unable to complete delivery of the parcel, your items will be returned to our warehouse. In the event that an order is returned to us as a delivery failure, you are welcome to reorder the item or request that we reship the original parcel again. However, if you are in a country for which we offer free shipping, please be aware that we are unable to cover the cost of reshipping your item a second time. Although we will gladly arrange for reshipment, you will be required to pay the additional shipping fees.
In addition, our free shipping policy applies only on completed orders. If your order is returned to us as a delivery failure and you subsequently elect to request a refund rather than having your order reshipped at your cost, our initial free shipping offer becomes null and void. In that event, we will deduct the amount of shipping fees we paid, and issue you a refund for the remainder of the value of your total order.
Credit Card Statements
Please note that our company operates under the umbrella of our corporate business holdings. This means that when you make a purchase through this site, your credit card statement may reflect a payment to one of several of our affiliate merchants as the seller of record. We strongly suggest that you record the details of your transaction (date, order number, total charge) for future reference, and compare this information against your credit card statement.
Unauthorized Credit Card Use
We are committed to making every financial transaction we undertake with our customers seamless, straightforward, and transparent. And we expect the same from our customers. Therefore, we have a strong zero-tolerance policy with respect to illegal and/or fraudulent activity in association with our online shop. Although it is rare, we do on occasion encounter customers who attempt to use an unauthorized credit card to complete a purchase. We reserve the right to take every legal avenue open to us to recoup any losses, including but not limited to reporting the incident to the bank or financial institution that issued the credit card, and revealing whatever personal information the customer has provided that will aid the institution in prosecuting the individual.
Another form of fraud that we take very seriously is a situation in which a customer has ordered and received goods from us, and then requests a charge back from their credit card provider. We will immediately initiate contact with the customer in order to resolve the issue, but if our attempt at informal resolution fails, we will submit a report to the credit card company to alert them of possible illegal activity. In addition, we will submit identifying details (name, address, credit card numbers) to a nation-wide “undesirable customers” list which will automatically block any future transactions from that customer with any business operating within China.
Communication Policy
We guarantee that we will never initiate unsolicited contact with users of our site. However, once you have made a purchase through our online shop, it may be necessary to contact you concerning issues related to your order status. Please ensure that you have provided us with accurate information regarding your email address, phone number, and physical address. Also, while your order is in transit, please check your email at least daily to ensure that you receive any updates from us in a timely manner. For details on the limited circumstances in which we may initiate contact with you, please see our complete Privacy Policy.