FAQs

Q: What payment methods do you accept?

A: We accept major credit/debit cards (Visa, Mastercard, American Express) and PayPal. All transactions are processed through secure, encrypted payment gateways.

Q: How long does order processing take?

A: Orders are processed within 1–3 business days after payment confirmation. Custom-engraved or made-to-order items may require an additional 2–5 business days for production.

Q: Can I cancel my order?

A: Orders can be cancelled for a full refund within 2 hours of placement. After 2 hours, a 20% cancellation fee applies. Once shipped, orders cannot be cancelled. Custom-engraved orders are non-cancellable once payment is confirmed.

Q: Can I change my shipping address after ordering?

A: Address changes can only be made before the order is shipped. Once dispatched, the address cannot be modified. Please double-check your address at checkout.

Q: How long does delivery take?

A: All items are shipped directly from overseas warehouses. Standard delivery time is 7–20 business days from shipment, depending on destination country and customs clearance. Peak seasons may cause delays.

Q: How do I track my package?

A: A tracking number is sent via email once your order is dispatched. You can track your package through the link in that email or by contacting customer service. Tracking info may take 24–48 hours to update.

Q: Who pays for customs duties and taxes?

A: Import duties, customs fees, and local taxes are not included in the item price or shipping cost. These charges are the buyer's sole responsibility. Please check your country's customs policy before ordering.

Q: The tracking says delivered but I haven't received it. What should I do?

A: Please contact your local courier first, then reach out to our customer service within 7 calendar days. We will investigate and assist with a reshipment or refund if the package is confirmed lost.

Q: How do I request a return or exchange?

A: You must email customer service to obtain a Return Authorization (RA) number before sending back any goods. Packages returned without prior authorization will be refused by the warehouse.

Q: Who pays for return shipping?

A: For non-quality-related returns, the buyer bears both-way shipping costs and a 15% restocking fee is deducted from the refund. For defective items or wrong shipments, we cover all shipping costs and offer free exchange or full refund.

Q: Can I return custom-engraved items?

A: Custom-engraved items, carbon fiber products, and pet memorial engraved items are not eligible for no-reason returns or exchanges. Only confirmed quality defects may qualify for after-sales resolution.

Q: How long does a refund take?

A: Once we receive and inspect your returned goods, the refund is processed to your original payment method. Please allow 5–10 business days for the funds to appear, subject to bank processing times.

Q: Are product dimensions accurate?

A: Dimensions and material specs are as stated on the product detail page. Minor manual measurement deviations (typically within ±5%) are normal and do not constitute quality issues.

Q: Why does the product look slightly different from the photos?

A: Due to lighting, monitor settings, and handmade production, actual products may differ slightly in color or texture. Such variations are normal and not grounds for a no-reason return.

Q: What should I do if I receive a damaged or wrong item?

A: Contact us within 7 days of receipt with clear photos/videos of the item and packaging. We will arrange a free replacement or full refund at our cost.

Q: What happens if I file a chargeback without contacting customer service first?

A: Chargebacks filed without prior contact are deemed malicious. The buyer will be permanently blacklisted, denied all future after-sales service, and charged 30% of the order value for platform fees and logistics losses. We reserve the right to pursue legal compensation for repeated abuse.