Have a question about your order, payment, shipping, or return? You may find the answer below.

ORDERING

Do I need an account to place an order?

No. You can place an order as a guest without creating an account.

However, creating an account may make shopping with us more convenient by allowing you to:

• Check out more quickly
• View your order status
• Access your order history
• Receive updates about new products and special promotions, where applicable

What if I forgot my password?

On the login page, select “Lost Password?” or the available password-reset option.

Follow the instructions provided to reset your password and regain access to your account.

What if I entered the wrong email address?

If you entered an incorrect email address when placing your order, please contact our Customer Support team as soon as possible.

We may be able to update your email address, name, or contact information before your order is processed.

Please note that some order details may no longer be changed once fulfillment or shipping has begun.

What currency are orders processed in?

All transactions on our website are processed in U.S. Dollars (USD).

If your payment card or account uses another currency, your bank or payment provider will convert the transaction according to its applicable exchange rate.

Your bank or card issuer may also charge currency conversion or international transaction fees. These charges are determined by your financial institution and are outside of our control.

What payment methods do you accept?

We accept major payment methods available at checkout, including:

• Visa
• Mastercard
• American Express
• PayPal

Available payment options may vary depending on your location and checkout method.

We do not accept personal checks, money orders, or cash on delivery.

How secure is my online payment?

We take payment security seriously.

Payment information submitted through our checkout is transmitted using secure encryption technology and processed through authorized payment service providers.

We do not directly store your full credit or debit card information on our servers.

How do I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible.

Cancellation requests may be accepted if they are received within 3 business days of placing the order and before the order has entered fulfillment or shipped.

Once an order has been packed, processed for shipment, or shipped, we may no longer be able to cancel or modify it.

If an eligible order is canceled after payment has been processed, the applicable refund will be issued to the original payment method.

How should I enter my shipping address?

Please enter your shipping information carefully and make sure your:

• Full name
• Street address
• Apartment or unit number, if applicable
• City
• State or province
• ZIP or postal code
• Country
• Contact information

are complete and accurate.

Whenever possible, please use standard English characters when entering your address to help avoid carrier or system compatibility issues.

Can I change my shipping address after placing an order?

If you notice an error in your shipping address, please contact us as soon as possible.

We will do our best to update the address before your order is processed or shipped, but address changes cannot be guaranteed once fulfillment has begun.

Once an order has shipped, we are generally unable to change the delivery address.

When will my order arrive?

Delivery time depends on your destination and the shipping method selected at checkout.

Once your order has shipped, you will receive a Shipping Confirmation email containing your tracking information.

Please keep in mind that estimated delivery dates are not guaranteed and may be affected by carrier delays, customs processing, weather, holidays, or other circumstances outside of our control.

How do I track my order?

Once your order has shipped, we will send you a Shipping Confirmation email with your tracking number.

Please allow approximately 2–5 business days after receiving your shipping confirmation for the first tracking update to appear.

In some cases, your package may already be in transit even if the carrier has not yet updated the tracking information.

Can I use more than one discount code on an order?

Unless otherwise stated, only one promotional or discount code may be applied per order.

Discount codes generally cannot be combined with other promotions or offers.

What should I do if an item is missing from my order?

If an item appears to be missing from your package, please check the contents and packaging carefully first, as some orders may arrive in separate shipments.

If an item is still missing, please contact us as soon as possible and provide:

• Your order number
• The name of the missing item
• Photos of the package and items received, if available

Our Customer Support team will review the issue and assist you with the appropriate next steps.

SHIPPING & CUSTOMS

When will my order be processed?

Orders are generally processed within approximately 1–2 business days after payment has been successfully completed.

Orders are processed Monday through Friday, excluding weekends and public holidays.

Some products may require additional preparation time, particularly handmade or made-to-order items.

During holidays, promotional periods, or periods of unusually high order volume, processing may take slightly longer.

Once your order has shipped, you will receive a Shipping Confirmation email with tracking information.

How will my order be shipped?

Available shipping methods and estimated delivery times will be shown where applicable during checkout.

Orders are generally shipped using our standard shipping service unless another available shipping option is selected.

For additional information, please review our Shipping Policy.

Will I be charged customs duties or taxes?

International orders may be subject to customs duties, import taxes, VAT, or other fees imposed by the destination country.

These charges are determined by local customs authorities and are generally the responsibility of the customer.

Customs requirements vary by country, so we recommend contacting your local customs office if you would like more information about potential fees before placing your order.

We are not responsible for delays caused by customs clearance procedures.

Is my order eligible for free shipping?

Free shipping may be available when your order meets the minimum purchase amount shown on our website or at checkout.

Eligibility may depend on:

• Order value
• Destination
• Product size or weight
• Promotional terms
• Other shipping restrictions

Oversized, overweight, or specially handled products may be excluded from free-shipping promotions.

Eligible free-shipping orders are generally sent using our standard shipping service.

RETURNS & REFUNDS

Do you offer 30-day returns?

Yes. You may request a return within 30 days of receiving your order.

To begin a return, please contact our Customer Support team and provide:

• Your order number
• The reason for your return
• Clear photos if the item is damaged, defective, incorrect, or affected by another issue

Our Customer Support team will review your request and provide return instructions and the appropriate return address if your return is approved.

Please do not return an item without contacting us first, as unauthorized returns may not be accepted.

Returned products should be unused, in their original condition, and include all original parts and packaging.

For complete details, please review our Returns & Refunds Policy.

Who pays for return shipping?

If you are returning an item because you changed your mind, ordered the wrong product, or no longer want the item, return shipping costs are generally the responsibility of the customer.

If you received an item that is damaged, defective, or incorrect due to an error on our part, you will not be responsible for the applicable return shipping cost.

What if my item arrives damaged, defective, incorrect, or incomplete?

Please contact us as soon as possible if there is a problem with your order.

When contacting us, please include:

• Your order number
• A brief description of the issue
• Clear photos of the item
• Photos of the packaging, when relevant

Once we review the information provided, we will work with you to determine an appropriate resolution, which may include a replacement, exchange, partial refund, or full refund, depending on the circumstances.

How long does the return process take?

Once your returned item has been delivered to us, please allow approximately 5–7 business days for inspection and processing.

You will receive an email once your return and applicable refund have been processed.

When will I receive my refund?

Approved refunds are issued to the original payment method used for your purchase.

After your returned item has been received and approved, refunds are generally processed within 5–7 business days.

Once we have issued the refund, please allow an additional 7–10 business days for the funds to appear in your account, depending on your bank, card issuer, or payment provider.

If your refund has already been issued but does not appear in your account, we recommend contacting your bank or payment provider, as processing times may vary.

STILL NEED HELP?

If you have any questions about your order, shipping, payment, return, or refund, please contact our Customer Support team:

Customerservice@vip-heze.com