Has my order shipped?
Shipping information will be available the day after your item has shipped. In most cases, products will be processed and shipped within 24 hours of receiving the order. Please click Order Tracking for more details
How do I track my order?
Please click Order Tracking to go to "Order Tracking" page. Enter your email address used for the order, then click Submit button, and you can get shipping information of your order.
What should I do if my order never arrives?
Please allow up to 10 business days for your item to be delivered. If it still does not arrive, please contact our customer service department. We will get back to you shortly.
Can I change my order once it has been processed?
Generally, orders cannot be changed once they have been placed. However, if you contact us immediately after placing the order, we will try our best to accommodate the change(s). If the order has already been shipped out, we can not make any changes.
I need a copy of my receipt/invoice.
Please contact our customer service department and indicate that you need a receipt/invoice. Then we will send you it by mail.
Failed Delivery, Pickup Point, and Tracking FAQ
Why was my parcel redirected to a pickup point, parcel shop, locker, or depot?
If the carrier cannot complete delivery to your address due to recipient absence, access restrictions, local carrier procedures, customs requirements, or delivery conditions in your area, the parcel may be redirected to a designated collection location or handled through another local delivery arrangement.
How long will my parcel be held for collection?
Holding periods vary by carrier, destination country, and collection location. Please follow the collection deadline shown in the tracking information or carrier notice. If the parcel is not collected in time, it may be returned, disposed of, destroyed, or otherwise handled according to local carrier rules.
Can I request re-delivery or change the delivery address?
In some cases, the carrier may allow re-delivery, address correction, or redirection. Availability depends on the destination country, carrier, service level, and shipment status. Additional charges may apply if supported by the carrier.
What should I do if customs asks me for payment or documents?
Please complete the required action first and keep the official receipt or supporting record. Then contact our customer service team with your order number and the relevant documentation so we can review the case according to our policy.
What happens if I do not collect the parcel in time?
If the parcel is not collected within the carrier’s stated time limit, it may be returned to our warehouse, disposed of, destroyed, legally withheld, or otherwise made non-returnable. The final handling depends on the carrier, customs authority, local law, and shipment status.
What if tracking shows delivered, but I cannot find the parcel?
Please first check with neighbors, family members, front desk, reception, mailroom, or building management. If you still cannot locate the parcel, contact us promptly so we can help review the delivery record and initiate a carrier investigation where available.
Can I return a swollen, leaking, or damaged battery by regular mail?
No. For safety reasons, do not return any swollen, leaking, cracked, overheated, recalled, or otherwise unsafe battery through ordinary mail or courier without contacting us first. Please ask our customer service team for safety instructions.
