Lost Parcels

Once a parcel has been shipped, responsibility for transportation belongs to the courier company.

If your parcel is lost during transit, we will gladly assist you in opening an investigation or compensation claim with the courier.

Please note that compensation is subject to the courier company's policies.

Damaged Parcels

If the outer parcel appears seriously damaged upon delivery, please refuse the parcel whenever possible.

If damage is discovered after opening the parcel:

• Contact us within 7 days of delivery.
• Provide clear photos or videos of the damaged parcel and products.
• We will assist you in filing a claim with the courier.

For the best chance of a successful claim, we strongly recommend recording an unboxing video showing:

• The shipping label
• The unopened parcel
• The complete opening process
• The condition of all items inside

Requests submitted after 7 days cannot be processed.

Product Defects

If an item arrives with a manufacturing defect, please contact us within 7 days after delivery.

We will assist in submitting the issue to the official manufacturer or supplier for review and possible replacement or compensation.

Please note:

• Damage caused by misuse, accidents, modifications, or improper handling is not covered.
• Approval of replacement or compensation is subject to the manufacturer's policy.

Incorrect or Invalid Address

Please ensure your shipping address is accurate before placing your order.

Address changes are accepted before shipment.

If a parcel must be reshipped due to:

• Incorrect address
• Incomplete address
• Unclaimed parcel
• Refused delivery (without courier error)

additional shipping charges will apply.

Return & Cancellation Policy

Ready-stock Orders

Orders may be cancelled before shipment.

Once shipped, orders cannot be cancelled.

Pre-order Orders

Pre-order items are specially ordered from the official supplier.

Cancellation Policy:

• Within 24 hours after placing the order:
  • Full cancellation allowed.
• After 24 hours:
  • Deposit/processing fee will be deducted.
• Once the official supplier has confirmed production or stock allocation:
  • 50% of the product price will be charged.
• Once the supplier has shipped the item:
  • Cancellation is no longer possible.

Customers who cancel or fail to complete pre-orders more than three (3) times may lose future pre-order privileges.

Pre-order Information

Why can't I place a pre-order?

Some early pre-orders are available exclusively for our returning customers.

If pre-order is currently unavailable, don't worry—the product will be opened for public ordering according to the official schedule.

Is full payment required?

Yes.

All pre-order items require full payment unless otherwise stated.

Need Help?

If you have any questions regarding shipping, returns, or pre-orders, please feel free to contact our customer support.

We're always happy to help.