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Frequently Asked Questions (FAQ)
|Q:||Where is your location?|
|A:||We are located in Hong Kong. However, we do not have traditional shop. All items are shipped from our warehouse.|
|Q:||Do you ship to my country?|
|A:||Generally, we ship items to worldwide. However, due to limitation of the postal service, we may not post order to some outlying areas. You may have a look for details from the following link:
|Q:||What postal service are you using for sending my order?|
|A:||Order will be posted with either of the following carriers with international airmail shipment:
1. Hongkong Post;
2. A 3rd part express post service (4PX) to the Hongkong Airmail Center for further outbound delivery to your country.
For both of the above services, your local post service will continue the delivery within your country.
|Q:||How long does it take to receive my order?|
|A:||Postage time is different according to the destination. Generally, shipping time for normal or registered airmail is as follow:
United States, United Kingdom, Australia and Canada: 7 - 14 working days (not calendar days);
Most countries in Europe: 10 -25 working days;
Most countries in Asia: 7 - 14 working days;
Russia: takes up to 30 working days
We usually ship your order within 2 working days after clearance of payment. A few of our orders may take a bit longer time to arrive due to custom stuck or delay in postal service during peak season. If your item not arrives at you before the endtime of the above period, feel free to contact us for further help.
|Q:||What are the shipping costs?|
|A:||We offer FREE airmail worldwide shipping for all products and order weight within 2kg. For order weight above 2kg, overweight charge need to be added. (Only customers in Australia, Canada, United Kingdom and United States are allowed to buy with total order weight larger than 2kg through the system at the moment.) However, if you want to ship the item with registered airmail or speedpost, you need to pay for the upgrade fee. You'll have the chance for *choosing the shipping method when check out.
*Speedpost service is only available for United States, United Kingdom, Australia and Canada by default. If you are located in country other than these, feel free to contact us. We'll send you a quote for the upgrade cost.
|Q:||Do you offer Express Shipping?|
|A:||Yes. We offer Speedpost (EMS) service for shipment. You'll have the chance for choosing Speedpost service when check out. However, Speedpost service is only available for United States, United Kingdom, Australia and Canada by default. If you are located in country other than these, feel free to contact us. We'll send you a quote for the upgrade cost.|
|Q:||How much does Express Shipping cost?|
|A:||Shipping cost for Speedpost is different according to the size of your order and destination. The exact cost will be showed when check out. Speedpost service is only available for United States, United Kingdom, Australia and Canada by default. If you are located in country other than these, feel free to contact us. We'll send you a quote for the upgrade cost.|
|Q:||How long does it take for shipping order with Express Shipping?|
|A:||Postage time for Speedpost varies for different locations. Please refer to the following website for details:
|Q:||Do you ship to P.O. Boxes, APO or FPO addresses?|
|A:||We ship to P.O. Boxes, APO or FPO (US) addresses. However, as APO or FPO addresses may take a very long time for order to arrive, we recommend you to upgrade the shipping method to registered airmail as you can track the delivery status of your order from the USPS website.|
|Q:||Do you have tracking number for my order?|
|A:||For regular airmail, we have tracking number for dispatch only. If you need detailed tracking info throughout the delivery process, please upgrade the shipping method to registered airmail.|
|Q:||What forms of payment do you accept?|
|A:||We accept Paypal payment from all customers. Besides, there is a bank deposit option for Australian customers when check out.|
|Q:||Can I order items with Cashier's Checks or Money Orders?|
|A:||We are sorry that we do not accept Cashier's Checks or Money Orders right now.|
|Q:||How can I check the status of my order?|
|A:||You can find the status of your order in the "My Orders" page in "My Account". Further tracking info is available for registered airmail or Speedpost.|
|Q:||Will you charge sales tax on my order?|
|A:||No sales tax will be charged.|
|Q:||Do I need to pay for custom duty for my order?|
|A:||Generally, we mark orders as GIFT in the custom declaration form. Most of our customers do not need to pay for the tax according to our experience. However, for a few large orders, your local custom may charge you duty tax according to the value of the order. Please understand we will not responsible for any of these charges.|
|Q:||I want to buy multiple items. Is there any discount I can get?|
|A:||We are working on the module for offering discount automatically for multiple purchases. However, it is not available right now. Please contact us to get a Voucher for combined shipment discount before we set up the module.|
|Q:||I'm not satisfy with the item I receive. Can I return or exchange my purchase?|
|A:||All items being sent are checked before shipping, we are sorry that you are unhappy with it. We strive to please every single customer, and this is why we offer a 30 days (counted from the day we ship your item) money back guarantee on all our products. Please contact us concerning the issue and we'll follow up the case for you.|
|Q:||What is your return policy?|
|A:||Generally, *all items are returnable within 30 days after purchase. However, as we ship items from overseas, please contact us for further details for returning shipping fee and address.|
|*Any product that are expendable may not applicable for return. Please contact us for further help.|
|Q:||I didn't receive an order confirmation or shipment notification by email. How can I get another copy?|
|A:||The confirmation letters are sent automatically once the status of your order is changed. Some mail server may block or direct those emails to the spam folder. Please check if this happen. Besides, you can still get those information from your account. Please log in your account and you should find in the order history some PDF files for all the records for your order. Feel free to contact us for further help.|
|Q:||I have waited for very long time for my purchase but I still have not received it. What can I do?|
|A:||Overseas postage time varies from time to time even for the same destination. If you still have not received your order within the suggested time period, please do not hesitate to contact us for further help.|
|Q:||How can I cancel my order?|
|A:||Please contact us as soon as possible if you want to cancel your order after payment is sent. Please notice that we arrange your order as quickly as possible to ensure prompt delivery. Once the order is sent to the shipping company, it may be difficult to stop the shipment.|
|Q:||How can I change my order?|
|A:||Please contact us as soon as possible if you want to change your order after payment is sent. Please notice that we arrange your order as quickly as possible to ensure prompt delivery. Once the order is sent to the shipping company, it may be difficult to make a change.|
|Q:||How can I get a discount that wasn't applied to my order?|
|A:||We are working on the module for offering discount automatically. However, it is not available right now. Please contact us to get a Voucher for discount before we set up the module. If you find the Voucher is not working, please contact us for help.|
|Q:||I keep getting error message when I try to make a payment. What went wrong?|
|A:||It may take a few moments for the system to recognize your purchase. In the event that this happens to you, simply wait a half hour and try again. If for some reason you still continue to have trouble, please send an email to email@example.com with the following information:
a) your paypal email address;
b) the items and quantities that you want to purchase;
c) your shipping address.
We will send a direct invoice to your paypal email address for you to make payment.
|Q:||Do you have a catalog?|
|A:||No. Everything that available can be offered directly from our website at http://www.cusbox.com
Feel free to contact us for further help.