Frequently Asked Questions - Ordering
Questions: How secure is my online order?
Answer: When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Questions: How do I track my order?
Answer: We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one-two days after we have shipped your order.
Questions: Can I use several discount codes in one order?
Answer: Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
Questions: When will my order arrive?
Answer: The average logistics time takes approximately two weeks to arrive, and the delivery time depends on the shipping options you choose. After the order is shipped, we will email your tracking information the next day, as the tracking information will usually be provided within 24-48 hours of the order we placed. We are not responsible for delays caused by customs authorities in your country.
Questions: What Do I Do If I Have Missing Items In My Order?
Answer: If something is still missing, please contact us immediately.
Questions: Can I change my shipping address after placing an order?
Answer: Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.
Questions: How do I set my shipping address?
Answer: Since our website and service are based on English, all the information that you typed in is required to be the English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change the letter "?" to "c".
Questions: How do I change or cancel my order?
Answer: We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed will be subject to a cancellation fee of 5% of order amount regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled.
Questions: What payment methods do you accept?
Answer: We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Questions: Are there any exchange rates?
Answer: All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Questions: What if I typed the wrong email address?
Answer: Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
Questions: What if I forgot my password?
Answer: On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
Questions: Do I need to have an account to order?
Answer: No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
Frequently Asked Questions - Shipping and Customs
Questions: When will my order be processed?
Answer: All orders are handled and shipped out from our warehouse in China. 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 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. If you need to ship our goods in time on weekends, please contact us and we will arrange.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
Questions: Will I be charged with customs and taxes?
Answer: 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 in its final destination, which is 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 the charges, please contact your local customs office.
Questions: Is my order eligible for free shipping?
Answer: Free shipping can be applied to all orders and your order will be shipped in economy class.
Frequently Asked Questions - Returns
Questions: How do I return an item?
Answer: If you are not happy with your purchase and wish to return an item, please contact us within 30 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.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
Questions: Will shipping be covered for my returns?
Answer: All return shipping fees and other miscellaneous fees are the responsibility of the customer.
Questions: What if the items I received are defective/incorrect/damaged?
Answer: 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.
Questions: How long is the returns process?
Answer: 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.
Questions: When will I receive my refund?
Answer: All refunds will be credited to your original form of payment. If you paid by credit or debit card, 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.
TAXES & DUTIES
Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.
Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at GAYUSAN. For further details of the charges, please contact your local customs office.
CUSTOMS & REGULATIONS
You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.
FOREIGN TRANSACTION FEES
If your credit card account is in a currency other than US Dollars, you may be charged at a different exchange rate than what is quoted on our website. You may also be subject to a foreign currency transaction fee. These fees are determined by your bank's pricing and transaction fee policies. We are not responsible for the exchange rate of any charges your bank or issuing credit card company may charge you. For further details of foreign transaction fees, please contact your bank.
Our store prices are shown in your local currency, but in USD when you checkout. All transactions will be handled in USD through Paypal or Stripe at the checkout page.