FAQ
1. Order and Payment
How to cancel or modify an order?
You can apply for cancellation or modification before the order is shipped. You need to contact customer service within 1 hour after the order is confirmed (expedited orders cannot be cancelled).
If the order status is "waiting for payment" or "waiting for warehouse processing", you can try to operate through the account page or contact customer service.
What payment methods are accepted?
PayPal is supported.
Instalments, cash on delivery (COD) or NET15/NET30 are not accepted.
What does it mean when the order status shows "Pending"?
It means that some products are out of stock. You can choose to cancel the out-of-stock products or wait for restocking. The system will notify Option 1 by email.
2. Delivery and Logistics
How long does delivery take?
Order processing time 2-3 working days, delivery time 9-15 working days
Remote areas may take up to 60 working days.
The actual time may be adjusted due to customs delays or extreme weather.
How to track the package?
After shipment, you will receive an email with a tracking number and can check the progress through the logistics company's official website.
If the tracking information is not updated, please contact customer service and provide the waybill number. Check the logistics address: https://www.17track.net/en
Does it support in-store pickup?
Some brands support in-store pickup for official website orders. You need to bring your payment receipt and ID card to pick up the goods within 14 days3.
III. Return and warranty
What are the return conditions?
Unconditional return: You must apply within 7-30 days after receipt (different brands have different policies). The product must be unused, the label is intact, and the original packaging is retained.
Quality problem return: Submit a valid warranty claim (usually within 30 days), and provide proof of damage.
Who will bear the return shipping cost?
Unconditional return: The customer bears the shipping cost (some brands provide free return labels) 59.
Quality problem return: The shipping cost is prepaid by the customer and returned after the claim is successful 9.
Can customized products be returned?
Customized products (such as engraving, special sizes) are not returnable or exchangeable35.
IV. Duties and Fees
Do I need to pay duties for international orders?
Some countries use Delivery Duty Paid (DDP), and the duties are included in the order amount3.
Other regions may need to pay import taxes on their own, which is subject to local customs regulations79.
V. Other Questions
How to contact customer service?
Through the official website online chat, email cateyenailglow@outlook.com.
Responses may be delayed during peak hours, so it is recommended to submit work orders first.