Customer satisfaction is our most important thing, with this belief we always improve our products and promptly support customer complaints as soon as possible.
To ensure service quality and avoid any omissions or mistakes in the process of processing and receiving complaints from customers. Don’t hesitate, to email us with any related issues you need help with: Customer Care Department: [email protected]
We will respond to you within 24-48 hours and our Support Team does not work on Saturday and Sunday
Below are our refund and replacement policies.
A. REPLACE OR REFUND POLICY
Applicable in the following cases:
1/ Ship the wrong item; wrong address (different from provided information on the order); damaged item (the damage can be seen clearly): If we send the wrong parcels, customers are allowed to keep parcels at their own disposal without any additional costs required.
2/ Quality can not satisfy customers’ requirements:
(a) Broken/Holes/Mechanical/Torn: The item arrived flawed due to the Factory’s or Carrier’s in-transit act or omission. Including but not limited to broken mugs; garments with holes or torn; and items having mechanical issues, such as a poorly functioning zipper or a non-functioning clock.
(b) Stains: Obvious Ink spots, smears, or any other unknown stains on the garment or item that do not exist on the artwork and distort the design.
3/ The product is out of stock: If a customer places an order, is not notified in time on the store in advance.
4/ Problems arise during the delivery of the package, shipping time is below normal, or the package is lost. Fall into the cases below:
(a) The parcel is lost during shipping.
(b) Parcels be shipped by USPS: Tracking ID logistics are not updated for 20 days.
(c) Remote areas: such as Outside of the US (Overseas states), Hawaii (HI), Guam, Puerto Rico (PR), American Samoa, US Virgin Islands, The Northern Mariana Islands, Alaska (AK), and US overseas military bases.
A.1/ REGULATIONS ON HANDLING ARISING PROBLEMS
1/ Any claims for damaged/defective items must be submitted with clear photographic proof within 14 days after the product has been received;
2/ The customer should provide a Unique QR code or shipping label on the items received;
3/ For packages damaged, all claims must be submitted no later than 72 hours after the delivery time. Claims deemed an error on our part are covered at our expense;
A.2/ PROGRESSION OF THE REFUND – REPLACE
Within 14 days from the date, the package is delivered to the customer’s address. If the order falls into the error cases described above (Section A). We will have two options for customers to choose from:
1/ If the customer agrees to resend the new order: Please confirm via email: [email protected]; Within 24 hours we will receive and process to resend a new replacement package.
2/ If the customer is impatient and does not want to wait for a replacement order. We will issue a full refund for the order within the next 24 hours.
NOTE:
1/ If the order is paid by Credit card: A refund is issued a refund order for that order on our payment gateway system. The value of the order recorded in the customer’s bank account will depend on the type of bank where the customer owns the payment card account. This process usually takes 5-10 working days, depending on the regulations of each bank where the customer has opened the payment card.
2/ If the order was paid via Paypal: Once we issue a refund order, a refund will usually be issued immediately to the customer’s Paypal account. In some cases, Paypal needs to review this payment, it may take up to 1 – 5 business days, and the refund value will be available on the customer’s Paypal account.
CUSTOMERS CAN RETURN ORDERS TO OUR WAREHOUSE IN THE US:
- ATTN: A537 Tuan Hai
- Address: 7342 Bolsa Ave, Westminster, CA 92683
B. REPLACE / REFUNDS ARE NOT ALLOWED
Applicable in the following cases:
1/ The customer fills in the wrong shipping address/size or color when placing an order;
2/ All claims are submitted after 14 days, after the date the product was delivered;
3/ Wrong or insufficient recipient information: The parcel cannot be delivered properly due to the wrong or insufficient recipient information provided by customers;
4/ Parcel unsigned issue: Under normal logistics conditions, Customers do not sign for parcels due to personal reasons;
5/ The logistics stagnation caused by political movements/natural disaster risk/military control/warfare/customs inspection and force majeure factors is not within the scope of responsibility;
6/ All packets have the status “delivered”. In case the buyer complains that they did not receive the packet even though tracking shows “delivered”, we can offer some ways to check with the carrier or provide a support phone, ship label file including tracking ID for a package of the local carrier for the customer to contact for help
C. REGULATIONS ON HANDLING ARISING PROBLEMS
1/ Any claims for misprinted/damaged/defective items must be submitted with clear photographic proof within 15 days after the product has been received;
2/ The customer should provide a Unique QR code or shipping label on the items received;
3/ For packages damaged, all claims must be submitted no later than 72 hours after the delivery time. Claims deemed an error on our part are covered at our expense;
4/ We don’t bear the cost of resending packages that are returned to the overseas warehouse due to the wrong address or uncollected in time or other reasons caused by the customer;
If there are any related questions, or need to resolve issues related to order processing, refund processing, or replacement processing. Don’t hesitate. Please contact us via the following forms:
1/ Please send an email to the Customer Care Department: [email protected]
2/ Or leave information via the Contact Us Form
We will respond to you within 24-48 hours and our Support Team does not work on Saturday and Sunday