Frequently Asked Questions
Table of Contents
Q: How do I create ticket support for my orders?
A: We are pleased to announce we have opened a new trouble ticket and inquiry system to help ensure reliable communications and timely management of customer service inquires.
Go to My-Account > Orders > View Order Detail > Then you can start submitting Ticket support for your order.
Q: What is the status of the coronavirus outbreak now? Is it under control? Is the country or platform taking action?
A: Thank you for the inquiry. We always make sure about the safety our your packages and our employees. Please refer to Coronavirus Disease 2019 (COVID-19) and FAQs for more information and your respective authorities official announcements.
Q. Will the shipment of packages be affected during the Coronavirus outbreak?
A: The majority of logistics services continue to deliver except with high-risk or restricted areas. Service guarantees have also been removed and delays are expected due to the uncertainties brought by the Coronavirus. Please refer to your local authorities for suspension of services and buildings that may be closed.
Q: Will the order preparation period, the response time, estimated delivery time, and the response time be affected?
A: We want to make sure you receive your package as safely as possible. Please refer to the following update for shipment alerts:
EXPRESS DEPLOYMENT ITEM – AS OF 20 MAY 2020
This item is now processed and shipped out within 2 business days of purchase. Most US customers will receive this item within 5 business days of shipping depending on the USPS and the area you are located.
International shipments may take from 12 to 30 business days for delivery depending on the services available in your country. All international shipments will include tracking.
NORMAL DEPLOYMENT ITEM – AS OF 20 MAY 2020
This item is now processed and shipped out within 5 business days of purchase. Most US customers will receive this item within 7 – 11 business days of shipping depending on the USPS and the area you are located.
International shipments may take from 12 to 30 business days for delivery depending on the services available in your country. All international shipments will include tracking.
Q: I received a tracking number but I have not received my order yet. What should I do?
A: There may be temporary delays due to COVID-19 and employee availability. You may refer to USPS for updates on delivery times and service disruptions. https://faq.usps.com/s/article/USPS-Coronavirus-Updates-for-Residential-Customers
https://about.usps.com/newsroom/service-alerts/residential/welcome.htm
Q: I have received my order, but I am worried about the risk of virus on it. I don’t want it anymore. What should I do?
A: We always make sure about the quality and safety of our packages. WHO suggests that the virus can survive for a short period on some surfaces, but it is unlikely to be spread from domestic or international mail, products or packaging. Still, it is advisable that you practice proper hand hygiene after collecting, receiving, or unpacking them. Wash your hands with soap and water for at least 20 seconds and if not available, use a hand sanitizer that contains at least 60% alcohol. Also, avoid touching your mouth, nose, or eyes right after collecting, unpacking, or receiving packages.
Read more on WHO guidelines here: https://www.cdc.gov/coronavirus/2019-ncov/daily-life-coping/essential-goods-services.html