How can we help?

FAQ

Ordering

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

What if I want to speak to someone?

We want to speak to you too!Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

How do I track my order?

Once your order is shipped, you will receive an email and/or SMS with your tracking number. Additionally, get all your package information using your tracking number from our "FOLLOW YOUR PACKAGE" section

Will I need to sign for my package?

Certain orders may be shipped with a signature required (especially orders of a higher value). Somebody must be there to sign for your package when shipped this way. If nobody is available and the package ends up being sent back to us, you will be responsible for further shipping charges. If there are issues with signing your package, please let us know prior to ordering.

Buying & Payments

What forms of payment do you accept?

We accept the following payment methods: PayPal,Visa,Mastercard,Maestro,JCB, Discover, American Express, Diners Club, Visa Electron, Cartes Bancaires

Do you charge sales tax?

Already included in the sales price.

How do you handle backorders?

We may accept backorders on certain products that are out of stock but we know we will have more arriving to us within a reasonable timeframe. Because there is typically a longer processing time waiting for the product to arrive, you will be notified of the backorder on the product page and in your shopping cart. In some instances, you will also find an estimated ship date on the product page.

For partial backorders, when one of the items in your order is on backorder, we generally hold the entire order until it's ready to ship together. If you need to split the order, you can reach out to us before placing your order and we'd be happy to let you know your options.

Your payment will be charged when the order is placed, this will essentially put you in line once the item is back in stock. If you need to cancel a backorder at any time prior to shipping, simply contact us. If you have any questions, concerns, or would like to get an idea of when we're expecting the product back in stock, please drop us a line.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

How much is shipping (USA)?

We offer FREE shipping to the contiguous 48 states in the US for all products.

How long does it take to get my order (USA)?

Important Disclaimer About Shipping Time
While most in-stock orders will ship within 1-2 business day, it's important to know that the shipping time is based on actual transit time once an order has shipped, but does not include order processing time. For example, if you choose a next-day method, it does not necessarily mean you will get your order the next day. It will arrive next business day once it has been shipped. If you need something by a specific date, please contact us prior to ordering so we can confirm when your order can actually ship.

Processing Time

Most in-stock orders ship within 1 business day.

Shipping Time

  • Economy Shipping:5-8 Business Days (free shipping)
  • Standard  Shipping: 3-4 Business Days(If you need expedite ,please choose standard shipping, we will charge you extra $19 shipping fee,Please tick on the checkout page.)

Delivery is typically through UPS, USPS, FedEx or DHL.

Business days are considered Monday through Friday and do not include holidays.

As always, if you need a product by a certain date, we recommend reaching out to us to coordinate and make sure we can accomodate you.

How much is shipping (Outside USA)?

International Free Shipping.

How long does it take to get my order (Outside USA)?

Processing Time

Most in-stock orders ship within 1-3 business days.

Shipping Time

Shipping time will depend on the method you choose during checkout. We'll go through all of the options below.

Please note that the transit time is an estimate, is not guaranteed, and does not include our processing time.

Free or Standard - Estimated 2-6 weeks once shipped. Delivery is typically through your local post office.

Express - Estimated 2 -6 business days once shipped. Delivery is typically through UPS, FedEx or DHL.

Business days are considered Monday through Friday and do not include holidays.

As always, if you need a product by a certain date, we recommend reaching out to us to coordinate and make sure we can accomodate you.

Do I have to pay import tax/customs/duties?

International Orders may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival.

When ordering, the recipient of the shipment is the importer of record and is responsible for any of these import fees, as well as complying with all laws and regulations of the destination country. We do not collect duties and taxes and we are not able to predict what your charges may be. Customs policies vary widely from country to country, so please contact your local customs office for more information.

If a shipment has these fees refused the item(s) will come back to us. Your original shipping fees will not be refunded, you may have to pay for return shipping costs and we charge a $20 USD return fee that will be deducted from the refund.

We are not able to change the customs value or classify the shipment as a gift.

How do I return a product?
How long will it take to receive my refund?

Refunds are processed within 7 days from when we receive the item(s).

What happens if my shipment is lost or damaged?

My Shipment Arrived Damaged

While we do everything we can to ensure orders are properly packaged, occasionally an item will arrive damaged. If this happens to you, contact customer service immediately, and please retain all contents, boxes, original packaging material, etc.

My Shipment Is Lost

While outside of our own control, if your shipment seems like it's lost during transit, we will do everything in our power to try and locate the package. While most of the time shipments end up being found and delivered, it can be a time-consuming process while the carrier investigates (for example, USPS requires 21 days before a shipment is deemed lost).

Get in touch

Have questions about your order, or a general enquiry?

CONTACT INFO

HK Jieyin Cross-border E-Commerce Limited
(CR No. 3278084)

HQ Office: FLAT/RM 511, 5/F, MING SANG IND BLDG,
NO.19-21 HING YIP ST, KWUN TONG,
KOWLOON, Hong Kong.
Support: Monday to Friday, 9AM – 5PM AEST
Email Us: sales@mekelin.com
Tel:+852 (692)24818