| Q: "How soon can I expect to receive my order?
A: Your order will be processed and shipped out to you within 3 business days (Saturday, Sunday, and holidays not included). If for any reason we can not ship your order within this time frame, we will send an "Out of stock" email notice to notify you immediately. Expedite shipping service such as "3 Day", "2nd Day" and "Next Day" will be processed and shipped within 24 hours if your order is placed before 12:00 p.m Pacific Standard Time.
Q: After I place my order, how do I know if it has been shipped?
A: When you check out with our shopping cart system. You will be asked to register if this is the first time you place your order on our website, we highly recommend you do so as your information are safe with us and we don't register your credit card number. Once your order has been shipped, a shipping acknowledgement email will be sent with a tracking number. In an event you have spam email blocker enabled and did not get this email from us. You can come back to our website and click the " Track order " link at the bottom of this page to check your order status. Usually, this information is available on the 3rd business day.
Q: Can I buy your products with my personal check?
A: Yes, you can mail in your check with an order form. However, it will take 7 to 14 days to clear the check before we can process your order. We highly recommend you use our secure online check out system to purchase and pay with your credit cards. This will greatly reduce any risk of mail lost and delay on your order.
Q: What payment methods do you accept on your website?
A: We accept most major credit cards such as: Visa, Mastercard, Discover, American Express and PayPal. Simply choose the one you would like to pay when you check out.
Q: How safe is your website and how do you protect my personal information?
A: Our website check out system is secured with SSL - Secure Socket Layer. This will encrypt your personal information, your data can not be tampered during the transaction over the cyberspace. Internal, we have very strict rule in handling our customers' sensitive information, such as name, address and credit card numbers. We use state of the art security measures to prevent the loss, misuse or alteration of any personally-identifable information under our control. For example, after you place your order, our system will scramble the first 12 digits and only show the last 4 digits of your credit card for verification purpose. We do not store customers' credit card number for future transaction so you can have a peace in mind that nobody has access to your credit card. One thing you need to do is to re-enter again at your next purchase.
Q: Do you share or lease your customer database with other merchants?
A: No we don't, we value greatly the privacy of our customers' personal information and do not allow anyone, including our own company to make un-necessary contact to our customers.
Q: What is your return policy?
A: To return a merchandise, you must request an RMA - "Return Merchandise Authorization" from our return department with your order/invoice number and item/s you wish to return [within 30 days from the date of purchase]. There are some conditions, exceptions and acknowledgements you should know before hand so please read carefully to protect your rights.
Conditions:
1. Merchandise has not been installed and everything must be in-tact as it came originally.
2. You have obtained a RMA number - Return Merchandise Authorization from our Return Dept before shipping back the merchandise.
3. You agree to pay shipping cost to ship back to us and 25% restocking fee base on the value of the returned merchandise.
Exceptions: You will not be charged for re-stocking fee if
1. We shipped a wrong item to you. Merchandise you received is not what you originally ordered.
2. Merchandise comes with a flaw (not caused by shipping) or defective [must claim within 7 days]. If it is a shipping damage, please have your tracking number readly and contact the shipping carrier directly to get faster solution.
If this is happening to you, please call our toll free 1-877-232-8238 for customer service representative to request an RMA and you will be instructed how to proceed the return. Usually, You will be asked to place another order [same merchandise only] as a replacement and will be credited back after the returned merchandise has been inspected for your claim. If you made invalid claim, it is considered you just get another order and you will not get your refund.
Non-returnable:
There are merchandises that are just too delicated or too bulky to handle the return. For this reason, they are sold as Non-returnable merchandises so please make sure they will work for your improvement project before purchasing. If you are not sure, we offer free technical assistant to help you made educated decision, simply call our toll free 1-877-232-8238. Common non-returnable products are: glass, ceramic, porcelain, such as toilets, sinks...etc. Bulky products such as: bath tubs, vanities, furnitures...etc.
Q: Can I place an order over the phone?
A: Yes, please call our toll free number 1-877-232-8238 during our office hours: Mon~Fri. 8:00AM to 5:00PM PST and we will gladly answer any question or help you place an order. Remember, we are always here for you.
Q: Do you ship internationally ?
A: Currently, we ship to selected foreign countries base on the reliability of the shipping carrier. Below are list of countries that we are currently ship to.
- Australia
- Canada
- China
- Japan
- Sweden
- Taiwan
- United Kingdom
Q: What tax rate or duty fee do you charge ?
A: It is required by law that we collect sales tax from our customers. Tax rate is 8.75% applicable only to California resident in the United States. We do not collect tax or duty fee on order shipping out side the United States as this fee will be imposed by the foreign custom of the "ship to" country and this fee will be collected from you at point of delivery of the package.
Q: What is shipping cost on the order?
A: Shipping cost is determined by the size, weight, destination and urgency of delivery service that you request. Our website integrates with shipping carriers and shipping cost is calculated real time. Unless information was not provided properly, shipping cost should appear in the shopping cart when you check out. For customers outside of the United States, please contact us by phone or email if you encounter order without shipping cost or otherwise your order will not be processed and shipped. Once a while, we offer free shipping special but this only apply to orders ship to the lower 48 states in the United States.
Q: What is a CVV number and why do I need to provide this when I try to check out with a credit card?
A: A CVV numbers are the three digits ID code printed on the back side of your credit card, if it is an American Express card, it comes as four digits and it is on the front side of the credit card. With these numbers provided, you are ensuring us that you are physically holding the card when you make a purchase online or over the phone. this codes will be validated automatically during authorization. If the codes provided is not correct or invalid, the transaction will fail and your order will not be processed. Please rest assure that this information is secured in transition and we do not save these numbers or keep your credit card numbers on file. |
