FAQS
1. Order and Payment
Q1: Can I modify or cancel my order?
If the order has not been shipped, you can contact customer service within 1 hour to apply for modification or cancellation. But please note that this is not a guarantee. If the warehouse has already sent it, it cannot be cancelled or the address cannot be changed.
Q2: What are the payment methods?
We support major credit cards (Visa, MasterCard).
Q3: Are there any taxes or tariffs?
International orders (if supported) may be subject to tariffs, which are borne by the customer.
2. Shipping and Delivery
Q4: How much is free shipping?
We’re offering a limited-time surprise: free shipping!
Q5: Shipping time and shipping method?
Orders are generally processed and shipped within 1-3 business days. Standard packages are expected to arrive in 3-7 days; it may take longer to arrive in remote areas or during holidays. If expedited delivery is required, an additional fee will be charged.
Q6: Is tracking provided?
After the order is placed, we will send an email with a tracking number. You can log in to your account or click on the email link to view real-time logistics information.
Q7: Do you not deliver to PO Box / APO / FPO addresses?
It can be delivered to USPS and supports PO Box or APO / FPO; for oversized items, you need to fill in the physical address.
III. Product Information and Maintenance
Q8: How to view the specifications, dimensions, and material information of the product?
Detailed parameters such as weight, size, fabric type, and usage recommendations or comparisons are provided under each product page.
Q9: How to wash / maintain?
Backpacks, sleeping bags, etc. are hand washed with cold water + low-irritation detergent, avoiding rinsing agents and high temperatures.
Wash stainless steel or plastic tableware with warm water and neutral detergent, and blow dry inside.
In case of stubborn stains, maintenance recommendations: use a soft brush and soak with baking soda, do not wash too frequently or machine wash / dry to avoid damaging the surface material.
IV. Warranty and Return
Q10: Is there a warranty period?
We provide a limited life warranty for our products (one-year warranty for some products), please see each product page for details.
Q11: How to repair or replace parts?
If the product has quality defects, please provide photos and contact customer service to apply for warranty. Parts replacement needs to be sent back to the company for free inspection, repair and reissue. The customer needs to bear the return postage, and the shipping cost of returning the new product or parts will be borne by us.
Q12: How to return?
Support 30 days of unconditional return (keep new product status, complete labels, and complete packaging), the process is as follows:
Contact customer service to request return authorization
Return in original packaging (shipping costs are borne by the customer)
Refunds or exchanges will be processed within 3-10 working days after receiving the goods.
V. Shopping Experience and Member Services
Q13: Do I need to register as a member?
You can choose to register to improve your experience, including:
View order status and history
Save multiple delivery addresses and payment methods
It is more convenient to request return labels
Enjoy exclusive discounts and points rewards and other privileges
Q14: Are there any discounts or promotions?
The official website will conduct limited-time promotions, holiday discounts, etc. from time to time. It is recommended to subscribe to emails to get a 10% discount for new customers' first order and subsequent event notifications.
Q15: Does it support wholesale or group purchases?
All kinds of organizations, teams or companies are welcome to consult group purchase discounts. Please contact customer service to explain the quantity and needs, and we will provide a customized quotation.
VI. Other services
Q16: Do you provide expedited/same-day delivery?
Currently, only urgent shipments are supported on weekdays. If the warehouse chooses UPS/USPS expedited after processing, the shipping fee will be paid by the customer.
Q17: How to deal with logistics problems (loss, damage, delay)?
Please check the logistics status first. If it shows "delivered" but not received, please contact the logistics company. If the package is lost or damaged, you can purchase the "logistics guarantee" service; we will assist in applying for compensation or arranging reissue.