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FAQ

SHIPPING & CUSTOMS

When will my order be processed?
All orders are handled and shipped out from our warehouse in Asia. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Orders will be processed within 2-5 business days from the order date and shipped the next day after the processing day. Please do note that the shipping facility will also require a few business days to process which will then be registered into DHL/USPS' system.

Please note that we don't ship on weekends. 

How will my order be shipped?
For shipping methods, please read here.

Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

Is my order eligible for free shipping?
Free shipping can be applied to orders that are part of our free shipping promotions excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.

RETURNS

Please click here for Returns Policy.

How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

GENERAL INFORMATION

Can I cancel or change my order once its been placed?
No, once an order has been placed, processed, and/or shipped, we are unable to alter or cancel the order. We start processing orders shortly after they are placed to ensure they arrive as quickly as possible. If you have any concerns regarding the order you had placed, please reach out to us immediately and we will do our best to assist you but we cannot guarantee any changes or cancellations.

How do I change the pen refills? 
Please click here.

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