Frequently Asked Questions
What forms of payment do you accept?
We accept all major Credit Cards and Debit Cards for the time being. You may order by Credit Card or Debit Card online using the secure checkout procedure.
Are these prices in US$? How much will it cost in my country?
All prices are in US$, and we use US$ when charging your credit card. To get an idea of how much an item will cost in your currency, we recommend using this Universal Currency Converter.
When I attempted to track my DHL shipment, I received an invalid waybill error message. Why?
There could be various reasons. The DHL Express Waybill for Time Definite shipments is normally a 10 digit numeric number (e.g., 1551373526, 6596809461), so please recheck the number and try again.
The tracking results are showing that my shipment is going to a different town or city than it was initially addressed to. Why is this?
The Pickup and Delivery destinations shown on the DHL Express tracking results are based on the destination of the Service Station location providing that pickup and delivery. Please be assured that your shipment is being delivered to the destination provided by you when you completed the waybill for your shipment(s).
When I track my international DHL Express shipments, why do I sometimes get information for a shipment that is not going to the intended destination?
DHL periodically recycles shipment waybill numbers for operational reasons. Occasionally this results in information being in our systems at the same time for two shipments traveling under the same waybill number. DHL is working hard to eliminate these occurrences; however, in the meantime, please be assured that while this information may be confusing, your physical shipment will be heading to its correct destination and be receiving the same careful attention as every other shipment in our network.
I have tracked a shipment and been told to contact DHL. Why is this?
This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.
The tracking results I receive sometimes state “Sign up for notifications for this shipment.” What does that mean?
For shipments that have not yet been delivered, you can sign up for email or SMS/Text message notifications to receive delivery status updates. This saves you time – you don’t have to go online again to track your shipment.
Can you choose my desired courier?
At the moment: no, sorry. The courier shipping options you see at the checkout process online are the only options available. Due to various circumstances in different countries at different times, we have to use our discretion in choosing the couriers. All we need from our customers is the length of time in which they desire to receive their products, and we will choose the courier according to that requirement.
Do you deliver to P.O. Box or FPO/APO addresses?
Unless otherwise agreed, we cannot ship to any P.O. Box, FPO/APO, and other military addresses.
What should I do if an item shipped to me is damaged?
You should reject the damaged goods if possible and lodge a claim against the courier immediately. If you have received the goods, you should notify the courier within the first 24 hours. Meanwhile, you should also contact us, and we will help to deal with the claim with the local courier. Once the issue has been confirmed, we will follow up the insurance claim with the courier and prepare the replacement for you as soon as the loss or damage is compensated. Keep all evidence and documents as proof.
What does it mean to drop-ship?
Drop-shipment is common among consumer goods retailing businesses. It usually means a reseller instructs their wholesale supplier to ship orders directly to the reseller’s customers. The reseller does not take the job of stocking, repacking, and shipping.
Can you ship to my country?
Currently, we ship to the US, Canada, and Mexico rather than worldwide. We cannot ship to countries under UN sanctions or at war. Shipping cost and transit time may vary for hard-to-reach destinations. Customers are responsible for import duties and local policies.
Is the shipping cost included in the product prices?
If the product shows ‘free shipping,’ that means the shipping cost has been included in the product price. If no ‘free shipping’ shows, the shipping cost is not included. Shipping cost is calculated automatically depending on total weight and size of the package.
Can I track the shipment of my order?
Major international couriers such as FedEx and DHL usually offer door-to-door service; you can track your shipment by tracking number via our & their websites. Post Office air mail offers basic proof of shipment for all orders. Tracking number is sent once your order is shipped, normally within one business day.