Frequently Asked Questions
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My Orders
How do I check my order status?
Why I can't find my order in my account?
Why isn't my package delivered in 5 days since I paid for expedited express?
Can I rush my order？
What if I have Pre-Sale question for the item before placing an order?
How do I contact Customer Service about my order?
How to receive the invoice of my order?
Shipping & Delivery
Where do you ship from?
How can I track my package?
How do I contact local shipping company for orders shipped via YunExpress?
How Can I Calculate the Total Delivery Time?
Are there any additional fees/custom duties involved in international shipping?
Can I change shipping address?
What will happen if I refuse to receive the package?
What if I missed the delivery?
What shipping methods do you offer?
How do I calculate shipping costs?
What countries or regions do you ship to?
Do you ship to PO Boxes or APO/FPO military addresses?
Why was I asked for a "CPF" number? (Brazilian customers)
Covid-19 International Incident bulletin
Payment
Which payment methods do you accept?
Why I can't pay for my order
Why I can't use my coupon/rewards?
How long will it take for the payment to be accepted? (Why was I charged but the order is still pending?)
Do you accept cash on delivery?
How to pay with coupon/rewards&credit?
How can I change payment methods?
Will I be charged without my permission?
What is 3-D Secure?
Return & Refund
How do I make a return?
How long will I receive the refund?
Return Policy
My Account
I forgot my account
I forgot my password
How to change my account/email address
How to unsubscribe news letters
How do I update my shipping or billing address?
Why I haven't received order confirmation email?
Can I register the account or login with Facebook/Google account?
Can I register the account with mobile phone number?
How do I close/delete my account?
Can I purchase without registration?
What if my shipping address is different than my billing address?
My Rewards & Credit
What is the Rewards & Credit Balance? Where to check?
How can I use my Rewards & Credit Balance/Coupon?
How can I request a withdrawal?
How do I earn Rewards & Credit?
How long do I have to use my Rewards & Credit Balance?