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FAQs
HOW TO CHECK MY ORDER STATUS?
To track your order, please go to Track Your Order
WHAT SIZE PRODUCT SHOULD I ORDER?
Product size and details can be found on each product page to help you make the perfect choice!
HOW LONG IS MY SHIPPING TIME?
This depends on where you are located. The shipping time to US is about 10-14 working days and to other areas is about 10-20 working days.
I DON’T HAVE THE TRACKING NUMBER AND LINK?
After shipping the order out, we will email you the tracking number and link. Sometime the email may go to the junk box. Please have a check. If you still not receive, you can contact our customer service. (Tip: we will email to the email that you input in shipping address.)
DO YOU HAVE A QUALITY QUARANTEE?
Yes absolutely! We want you to be completely satisfied with your purchase. If your products are flawed in any way, just contact us and we'll make it right.
WHY DOES THE COLOR OF MY ITEM LOOK DIFFERENT THAN THE PICTURES?
We try our best to accurately represent each item - however, to differences in screen resolution, colors may appear slightly different in real life.
I ORDERED 2 ITEMS, WHY DID I ONLY RECEIVE ONE?
Since we have fulfilment centres all over the world, when you order multiple items, they may be shipped from different warehouses. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they will get to you, and if in doubt, just contact us.
IS THE SHIPPING FREE AND WHAT SHIPPING METHODS DO YOU HAVE?
We offer free shipping for orders over US$69, you can enjoy free Standard Shipping.
WHAT HAPPENS IF I AM NOT IN WHEN IT ARRIVES?
Signature may be necessary when the package is to be delivered, so it is preferable for you or somebody else to be at home. If you have missed the package, please check with your local shipping company or post office with your tracking number to pick up the parcel as soon as possible.
ARE THERE ANY ADDITIONAL FEES?
That depends. Normally customers will not be charged of any additional fees via regular mail. However, due to increasingly strict customs inspection, sometimes customers may have to pay tariff. If there are any duties or fees due to customs inspections or any other fees you were charged, we can refund 50% of the tariffs, please keep the receipt of the payment and contact our customer service by logging in My Order and submitting a ticket.
THE TRACKING INFORMATION HASN’T BEEN UPDATED FOR A LONG TIME
Thanks for your patience. As it is international shipping, the shipping will take some time to be updated when it is in transit or in the customs checking. Also, it will take time to get the updated info from the shipping company. We will try our best to update that info for you.
WHAT PAYMENT METHODS DO YOU HAVE? AND DO YOU ACCEPT THE CASH?
We accept Credit Card (include Visa and Mastercard). We don't accept the cash on delivery.
CAN I REPURCHASE THE CANCELLED ORDER?
Yes, you can log in your account to repurchase the cancelled order. But if the item was out of stock, you can't repurchase.
WHY MY PAYMENT WAS DECLINED?
If you have trouble paying via credit card: Please check the details of your card info to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In case your payment is still refused, we suggest you try a different card or payment method. If the advice above does not work, please contact your bank or submit a ticket with as much detail along with the error messages.
HOW TO CANCEL THE ORDER？
You can log in your account to cancel the unpaid order directly; or you can contact our customer service to cancel the order.
WHY ISN'T MY PROMO CODE WORKING?
Firstly, check if your code has been applied successfully. Then please check if the code already expired or in a wrong spelling.
WHEN WILL I GET THE REFUND?
Our warehouse will verify the conditions of the return items within 7 business days upon the receipt. After the return verification is completed, we will process your refund immediately. When you receive a refund will depend on the refund method you choose when returning. Refund method: Payment Account It normally takes 10-20 business days which depends on your financial institution for the refund to appear on your credit/debit card that depends on the original way you used.
I HAVE A PRODUCT COMMENT OR SUGGESTION. WHERE DO I SEND IT?
We would love to hear from you! Please email us at info@buynewtrems.shop and we will be happy to help.