Payments & Refunds
Can I cancel my order?Proxy orders are custom made orders which we have ordered specially for you.
So once a proxy order is placed we can not accept cancellations except if you want to cancel to re-order.
We indicate the following message above all proxy items as well as 2 more warnings before you can complete the order.
This is the item requested through our Proxy Shopping Service, and Service Fee will be added. Once you place a proxy order, we can not accept cancellation requests. .
Can I add, combine, move an item out of my order?Orders for proxy items are applied with special calculation for proxy fees and we technically can not edit your order. If you wish to edit your order, the only way is to cancel, and re-order your order the way you wish.
IMPORTANT NOTES* Make sure the items in your order are still available to re-purchase before you ask for a cancellation. If the first press status or bonus, or the product itself are already sold out at our website, you will not be able to have the same status or even worse, not be able to re-place the order at all.
* Please do not go ahead and re-place a new order before we process the cancellation.
We have already purchased the items for you and we need to make sure not to purchase the items again. Note that we are only processing the cancellation for you to re-order. Email us if you wish to cancel for a re-order.
If you cancel, you will receive a refund immediately.
We will cancel the credit card transaction which normally should reflect within a couple of days.
It will take up to 1-2 months for the refund to be processed after the cancellation.
I want to change my shipping methodYes, you can change your shipping method following the steps below:
1. Go to [Customer Account] and click on your order number from your [Order History].
2. Scroll down to [Shipping Method] and click [Shipping Method Change Request] .
3. There, you will find a list of alternative shipping methods suggested based on your order contents.
4. If you wish to change the shipping method, tick the one you prefer and click Send Request" .
* We will only charge for the additional fees occurred from changing your shipping method.
* Once we change your shipping method, we will send a confirmation email regarding additional fees.
* Once the payment is confirmed, your order will enter the shipping process.
* If you do not find the [Shipping Method Change Request] button, contact our customer support: email@example.com.
Why am I charged twice?
Debit CardWhen we modify the order total to a new total, our credit card processing agency can not charge or refund only for the differential. They can only charge once again for the new order total and will process a refund for the initial order total.
On average, the original transaction will take up to 1-3 months for the refund to be processed which heavily depends on the policy of your card issuer / bank on how fast the refund takes effect. There is nothing on our end that we can do to make this process any faster.
Credit CardYou might see a transaction posted to your online statement, every time we make a change to your order. However these are only authorization requests which are not actual charges. We will only make one final charge to you on the shipping date and any other transactions posted before that will be removed. Please give it a week for the changes to reflect.
When will I receive my refund?The way the cancellation is processed will change depending on your card type.
Debit CardIf you have used a debit card your funds have already been withdrawn on the ordering date. While we confirm that the cancellation has been processed on our end, it will heavily depend on the policy of your card issuer / bank for the refund to take effect. It can take up to 1-3 months and there is nothing on our end that we can do to make this process any faster.
Credit CardWe have not charged you for this transaction yet. We only processed your card for authorization which is just an attempt to secure the funds. This transaction has been canceled on our end and it usually takes about a week for our cancellation status to reflect to your online statement. If not, please contact your card issuer when it will be reflected.
What is a Proxy Order?Proxy order means that it is an item that is sold out at our suppliers so we purchased the item from other available ships with additional handling fee.
There are two types of proxy items. The first would be the one you make a request yourself from the button below.
The other proxy items are originally requests made by other customers and were kept listed on our website for other customers to purchase.
Some customers do not realize that they are purchasing a proxy item, however, you will be able to notice a proxy item as we indicate the following message above all proxy items as well as 2 more warnings before you can complete the order.
This is the item requested through our Proxy Shopping Service, and Service Fee will be added. Once you place a proxy order, we can not accept cancellation requests.
Can I make a request for xxx?Only our proxy team can answer this question by looking into the product description, also checking if the seller is a reliable that can provide the product to us. Please send a request from the button below.
Don't worry. This is just a request to receive a quote. You can decide to purchase or to cancel after sending in the form.
Can I cancel my request?A request is not an order so there is no need to cancel a request.
But if you are concerned that you have a request in your customer account, please email us here and we will update your request status: firstname.lastname@example.org.