Frequently Asked Questions

Your total payment = product price + shipping fee + tax*

- The Discount code only applies to the product price, not the total price

- The shipping fee is calculated based on the shipping destination.

- Tax is only required in some countries, the detailed explanation can be found in the question below. Therefore, shipping fee and tax will be added to the checkout page after you provide your shipping address.

It depends on your shipping address because Tax and Customs fees are regulated by destination countries.

- Regarding Tax: prices displayed on our website have not yet included taxes, but you will be informed of the exact tax rate during your checkout before you complete the order.


Currently, European shipping addresses may have VAT tax added in the receipt during checkout. It has been regulated that all sales transactions of goods or services that are not part of the other levels will be applied to the standard VAT tax of 20%.


- Regarding Customs fee: This fee is only applied in certain countries. We cannot include it when you check out as it is managed and charged by the Customs at entry into your country. Your country's Customs department will inform you if there is a charge.

Please contact our Customer Care team with the order number and the incorrect item's name and number. The team will sort out any issues with incorrect items straightaway.

You have up to 24 hours to amend your order from the time your order is completed through email. Once the 24-hour period has passed, it's too late for you or our Customer Care team to amend your order. Please contact our Customer Care team as soon as possible.

We’re sorry to hear that you’re unable to place an order. Please contact Customer Service and we will work on resolving the issue as quickly as possible

You have up to 24 hours to cancel your order from the time your order is completed through email. Once the 12-hour period has passed, it's too late for you or our Customer Care team to cancel your order.

If you cancel your order, we will refund what you paid through PayPal within 5 working days.

We are a US-based company operating with several fulfillment centers in the U.S


All orders are shipped from the warehouse closest to the shipping address as long as it has sufficient stock.

Processing time for personalized items may take longer than normal, from 5 to 7 business days. After that, the estimated delivery is 5-10 business days for the United States, and 7 - 14 business days for other countries.

Please note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as delays in holiday seasons. Due to the Coronavirus COVID-19 outbreak, the shipment may take longer.

If your order contains a variety of products, your items may be split up during the manufacturing process which leads to separate shipments. (Rest assured that you’re only charged one combined shipping fee for all the items in your order during checkout).

You will receive a shipping notification for each shipment in your order. If the second package does not arrive after a few next days, contact us and you will be assisted right away.

Unfortunately, each order will be shipped to 1 shipping address. If you want your items shipped to different addresses, kindly make separate orders.

Tracking numbers can take 3-5 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact us

Please contact our Customer Care team with the order number and the incorrect item's name and photo. The team will sort out any issues with incorrect items straightaway.

We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will get back to you within 24 hours.

Tracking information may not be updated immediately for some reasons, such as:

- The tracking number has just been created. After being sent out, your tracking number will need up to 7 days to be updated due to delays between the scanning process and the website's updates

- The package may not be scanned until it reaches the regional hub near the destination.

- The package is in transit between the origin and the destination country. Once the package leaves the origin country the tracking information will not be updated until it reaches the destination country.

- The package arrived at the destination country. With international shipping, once the package lands in your country (destination), the tracking link will stop updating but it does not affect the delivery process.

However, if your tracking status has not been updated for over 10 days, please contact us to be supported right away.

We currently accept the following forms of payment:

Credit Cards: We accept Visa, American Express, Mastercard, and Discover

Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a prepaid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.

We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.

Our products are set in US Dollar (USD). Please check the convert rate before completing the order.

This error typically occurs when the billing address entered does not match what is on file with your financial institution.

Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification.

Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, please contact your bank to figure it out.

We will usually refund what you paid for your order but not the delivery charges (fee & tax where applicable).

If you have cancelled your orders, then we will refund what you paid for your order but not the delivery charges (fee & tax where applicable) within 5 business days.

If the funds have not been released after 7 business days then please get in touch with the Customer Care team and we'll look into it further for you.