FAQ

Do you ship to all countries? 

Yes, we ship to most countries. To see if we can ship to you, simply enter you shipping details on the checkout page.

 

How long does shipping take?

Due to high demand, our shipping times average 1-3 weeks at the moment, which varies by which country you are shipping to. We are trying to improve these times as fast as possible.

 

What is your Refund Policy? 

Satisfaction is a top priority for our team and we do not rest until our customers are happy, thus we have a 30-day return policy that starts from when you receive the product. 

 

My tracking says “no information available at the moment”

Once your order ships you will receive an email that contains your tracking information. You will also receive status updates if your order status changes. Sometimes due to our free item giveaway, free shipping promotion, or the quantity/value of item being low, tracking is not available.

 

My tracking status hasn't changed in a few days, what's going on?

For some shipping companies, it may take 2-12 business days for the tracking information to update on the system. Please check back again in a few days for updated tracking information. If it says your item is "In Transit" it means it's on its way. You will also receive updates every time the status of your package changes if you received a tracking number with your order.

 

My tracking status hasn't changed in a few days, what's going on?

Please note that we use a third party tracking system to help customers track their packages. If your status hasn't updated for more than a week, this most likely means that the package is currently being processed through customs and clearance and could take a bit of time.

 

Help! I want to return an item

 Please email us at pengniao@gmail.com with your name, order ID number, and reason for return. We will get back to you as soon as possible.

 

 

 

 

We're Here To Help!

Alternatively, you can email us directly at pengniao@gmail.com or call us at +64 0188 2284 8855 (Questions about existing orders must be sent through email)