Frequently Asked Questions

Frequently Asked Questions (FAQ)

Welcome to our Frequently Asked Questions page. Here we have compiled answers to some of the most common questions we receive

Transportation & Delivery

Which countries do you ship to?

What shipping service do you use?

We have studios or warehouses in major countries and regions in Europe, North America and Asia. We prefer to use local delivery services (USPS/Postnord) for local deliveries in these regions. However, we usually use local logistics companies or FedEx and DHL Express to provide comprehensive delivery services for countries that require international logistics services. Rest assured, we always strive to use the most reliable and effective delivery channels to ensure that your order arrives on time and in good condition.

In Taiwan region: Provide bulk storage at convenience stores, store-to-store and home delivery services.
Convenience stores: The four major convenience stores in Taiwan are 7-ELEVEN, FamilyMart, Hi-Life, and OK Mart.
Home delivery: Black Cat picks up at the door (no cash on delivery). Chunghwa Post home delivery service (no cash on delivery).

When will my order be dispatched?

What is the estimated delivery time for my order?

How can I track my order?

Why is my order late?

Why is my cargo tracking information not showing or being updated?

Why is my package returned to the sender?

Payment & Checkout

How can I use a coupon code?

How can I pay for my order?

Place an order

Can I cancel or change my order?

Returns and Exchanges

What is the return policy?

How can I return my order?

Repair and warranty

How can I apply for warranty or repair service?

Refund

How soon can I receive a refund?

Is my personal information safe?

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