Frequently Asked Questions

• Q: Why is the payment of my order still pending or voided?
• Q: Why is my order tracking information not been updated for a long time?

Q: Why is the payment of my order still pending or voided?

If your payment is still pending, there are two possible reasons:

1. If you choose "Credit card payment" to pay, you may exit the interface without waiting for a pop-up window to enter the credit card number, which leads to you not completing the payment so that the order will display the pending status. This pop-up window may take more than 10 seconds or even longer, so we recommend you choose "Allinpay" for payment first. This is our new payment plugin that optimizes the payment process.
2. If you have completed the payment, but the order is still pending, it may be because the bank is processing your payment, usually this will be completed within 24 hours. Please wait patiently.

If your payment is voided, the most likely reason is that your payment is judged as high risk by the system. Please turn off the VPN, and keep the billing information the same as the shipping information, then place an order again and complete the payment.

If none of these methods solve your problem, please contact us.

Q: Why is my order tracking information not been updated for a long time?

A: If you are a US user, you may encounter this situation: the logistics tracking information of your order is not updated for a few days after you receive the shipping notice. This is normal because we ship from China and the package needs to be updated after it reaches the US, which can take about 2 weeks. So please be patient.