FAQ | US Domestic Shipping

US Domestic Shipping

• Product title contains US SHIP - shipped from the US warehouses (5-7 business days);
• If US SHIP is NOT in the title - shipped from overseas (7-14 business days)
• FREE SHIPPING with tracking for all Items when you spend $35 or more.
• Express Shipping (3-5 business days from overseas. Only for Skin Care Products )  

You may receive separate shipments from our warehouses in the US or from our suppliers in Asia. We will send you an email for details once the order is placed.  

For customers who qualified for free shipping - if you return your order to us resulting from your own mistake / changing your mind / failing to pick up the parcel within the required time, we have to charge you back for the shipping fee, depending on the actual cost of carrier has charged us.

What is your international shipping?
For our international shipping policy, please click here for details.

What is your shipping schedule?
We do not deliver orders on Friday afternoon, Saturday, Sunday and Public Holiday. The shipping schedule on normal business days is listed as follows,

Why my order is held even though I request Express Shipping?
We may hold your orders due to the following reasons:
1) You place an international order which takes 24-48 hours to verify your credit card information;
2) Your credit card address and zip code came out unverified. We will hold the order to verify that credit card is approved;
3) Your order is placed on Friday, Saturday, Sunday or Public Holiday;
4) If there is suspected fraudulent transaction and you will be notified by email.

Why do I need to wait longer for receiving my parcel?
If you do not provide us correct and detailed address, the carrier may return the parcel or reschedule the delivery.

If you choose corporate address as your shipping address, please provide us your corporate name to make sure the parcel is sent in timely manner.

What can go wrong with my order?
There are different situations can cause your order to go wrong: 
1) Customer moves before the package arrives;
2) Customer is failed to pick up from the carrier office within required time, or refuse to accept the order;
3) Customer is failed to pick up from your apartment/mailing/corporate office within required time;
4) Customer has given us a wrong address;
5) The mailman cannot find his way to your place. 

We consider these situations as undeliverable. We will not refund and customer will have to pay shipping again for re-sending the order. 

If it is determined that we have made a mistake in sending out your order. We will bear full responsibility to either give you a full refund or re-send you the product at no additional charge.

If you do not receive your order after receiving shipping confirmation for 14 business days (28 business days for international orders), please inform us and we will investigate for you. If we do not receive your notification within the required time, we consider your order is delivered. No refund or re-delivery will be made.

If the tracking shows that the order is delivered, we will not cover any loss or damage. Having said that, if you have any problem on receiving order, please do not hesitate to contact us and we will investigate for you.

Please note that we will request signature confirmation for order $150 or more. This measure is to ensure our customers receive their orders in timely manner and to prevent order stolen. No additional charge will be made.

Can I change my shipping method or order?
Yes. You can change it as long as the order is not shipped out. Please email us as soon as possible with detail instruction.

Does my order comes in one package?
Your order may be shipped out separately and the shipping confirmation email will indicate different tracking numbers.