FAQ

FAQ

Shopping FAQs


I suggest you consult us before placing an order to make sure everything goes well.

Here is our contact information: nutn145623@gmail.com or call +86 13071313194. 

We will promptly respond to any information you may have.


1. What should I do if I have trouble logging in? 


Please follow these instructions: 

Check your login details. Your login username is the email address you used for registration.

If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.

Please make sure that your web browser accepts cookies.

Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.

If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.


2. Can I get a discount if I make a larger order?


Yes, the more pieces you purchase, the higher the discount. For example, if you buy 5 pieces, you will obtain a lot discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department and provide the following information:

- The product(s) that you are interested in

- The exact order quantity for each product

- Your desired timeframe

- Any special packing instructions, e.g. bulk packing without product boxes

Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.


3. What should I do if I want to add or remove the items in the cart?


Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.


Payment FAQs


1. What is PayPal?


PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used when purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.


2. After making a payment, can I change my billing or shipping information?


Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service

Department as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.


3. How do I know if my payment has been received?


Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we has received payment, the order status will show "Processing".


4. Do you provide an invoice?


Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.


5. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?


We accept credit card, PayPal, etc, as the payment methods.

1). Credit Card. 

including Visa, MasterCard, JCB, Discover and Diners.

2). PayPal. 

The most convenient payment method in the world.

3). Debit Card. 

including Visa, MasterCard, Visa Electron.


6.Why am I being asked to "Verify" my payment?


For your protection, your order is being processed by our payment verification team, this is a standard procedure to make sure all transactions made on our site are authorized and your future purchases will be processed in top priority.


Shipping FAQs


1. How do I change the shipping method?


After placing an order, the shipping method cannot be changed. However, you can still contact our customer service department. Please do this as soon as possible during the order processing phase. Please contact us if you have any further request for the mode of shipment.


2. How do I change my shipping address?


If you would like to change the shipping address after placing an order, please contact our customer service department as soon as possible during the order processing phase to indicate your requirements. If not, we can send it to the new address. However, if the machine has been shipped, the machine will not be able to change the shipping information during shipping.


3. When will I receive my items after I place an order?


The duration depends on the mode of transport and the country of destination. Delivery time varies according to the mode of transport used. Delivery will be delayed if the goods cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions or any other circumstances which cannot be foreseen or avoided. In the event of such delays, we will work to resolve the issue until a positive solution is found.


4. Do you ship to my country and what are the shipping rates?


We ship all over the world. The exact freight depends on the weight of the goods and the country/region of destination. Part of the freight is included in our price, the specific freight still depends on your country and region, here we will take the initiative to contact you if we notice your order.


5. Why are some items so expensive to transport?


Shipping company delivery machines are usually not cheap, we have tried our best to buy our affordable products for you.


6. Does the product price include the shipping price?


Part of the freight is included in our price, the specific freight still depends on your country and region, here we will take the initiative to contact you if we notice your order.


7. How do I know if my items have been shipped or not?


When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.


8. How do I track my order?


Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.


9. Why is my tracking number invalid?


The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes. 

The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.

We would advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.


10. If Customs duties are incurred, who is responsible for them?


Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. We do not add taxes, VAT, duty, or any other hidden charges. 


11. If my items are detained by Customs, who is responsible for clearance of the items?


If the items are detained by Customs, the buyer is responsible for clearance of the items.


12. What if my parcel is seized by Customs?


If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.


13. After payment has cleared, how long do I wait until my order is sent out?


Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.


After Sales FAQs


1. How can I cancel my order, before and after payment?


Cancellation before payment 


If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.


Withdrawing an order after payment


If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.


If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.


If the package has already been dispatched, then we are not able to cancel or change the order.


If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.


Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.


2. How can I return purchased items?


Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:

a. The original order number

b. The reason for the exchange

c. Photographs clearly showing the problem with the item

D. Detailed information of the item required to be replaced: item number, specific return matters.

e. Your shipping address and phone number


Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information. 


The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.


3. Under which circumstances would an item be able to be exchanged or returned?


We take great pride in our machines and do not accept any return except for quality problems and faulty shipping.


Quality Issues:

If you find any machine with a material defect, you must return it to us within 30 business days of receipt on the same terms and conditions as when the goods were sent - the machine must not be damaged or modified. Although we carefully inspect all items for any visible defects or damage prior to shipment, it is the buyer's responsibility to inspect the product upon its arrival to ensure that there are no defects or problems with the product. No refund will be given for damage due to customer's negligence.


Mis-shipment:

If the goods purchased do not match the goods ordered, we will exchange your goods. For example, it is not the model you ordered, we sent you the wrong machine, or the goods you received do not match the style you ordered.


Please note:

All returned and exchanged items must be returned within 30 working days. Returns and exchanges are only applicable to eligible products. We reserve the right to refuse to return and replace any worn, damaged or unlabelled items. We reserve the right to return nonconforming items to you if one of our machines is worn, damaged, unable to operate properly, or deemed unacceptable for return or replacement. The machine must be fully packed.


4. Where do I return the item?


After contacting our customer service department and reaching a mutual agreement, you will be able to send the items to us. Upon receipt of the goods, we will confirm the RMA information you provided and check the status of the goods. If all relevant conditions are met, we will process the refund if you request it; Alternatively, if you request a replacement, the replacement machine will be sent to you from our head office and we will discuss these matters when we contact you.