Customer FAQ
Order
How long will the order shipped out?
For processing time, we may need up to 2-5 days to prepare your order after placing your order. This is to make sure that your order is accurate and in qualified condition. For customized order, it will take a bit longer to prepare.
Can I cancel the order?
Yes, you can. There are two types of order cancellation: One is cancelling a paid order. If you haven't received the shipping notification, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance. The other is cancelling an unpaid order: An unpaid order will be canceled automatically. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.
Please note that we CANNOT cancel orders which have been shipped out already. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.
Can I change the order?
For unpaid order, you need to cancel the order first and place a new order with correct address and correct items and correct quantities. For paid but unshipped orders, you can only change shipping address. If you want to change items and quantity, you need to cancel the order first and place a new order. For shipped out orders, the shipping address can't be changed anymore as well as the items and quantity.
Shipping
Do you ship the order overseas?
Yes, we offer international shipment. However, the shipping charge has to be confirmed by our customer service. So please contact our customer service for the accurate shipping fee before you pay the order.
How long will it take to get the order?
Usually you will receive your order in 6-15 business days from the date that it is shipped out with standard delivery. The express delivery will be much faster and it usually takes about 5-7 business days.
How can I track my order?
Yes, you can track your order on "My Order" page. You can also contact us with accurate website to follow up the order statue.
Why does it show my the package has been delivered but I didn't receive it?
Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID card.
Tracking number can be found by click "Track" under “My Orders”
If you still cannot find your package, please contact our Customer Service.
Do you offer accelerate shipping options?
Yes, we do. You can contact us to get a freight quote. We will provide you a best shipping service that may save a lot time and money.
Return & Exchange
Can I get full refund according to the order amount?
We will offer a full refund for all returnable item, excluding shipping charge, shipping guarantee, non- refundable items and free gifts.
Is there any charges for return & exchange?
No, there is no extra charges for return & exchange.
How do I return items?
You may check out our Return Policy first, then please contact our Customer Service about which items you want to return.
Note: Order ID, item ID or SKU are needed, so that our agent can process your return request and offer the nearest return address to you.
How long can I receive refund?
It usually takes 3~5 business days for the bank to process the transaction.
If you couldn't find the transaction after 7 business days, please contact us.
Contact Us
service@luckylaker.com
How long will the order shipped out?
For processing time, we may need up to 2-5 days to prepare your order after placing your order. This is to make sure that your order is accurate and in qualified condition. For customized order, it will take a bit longer to prepare.
Can I cancel the order?
Yes, you can. There are two types of order cancellation: One is cancelling a paid order. If you haven't received the shipping notification, you can cancel this order under "My Orders". Or you can contact our Customer Service for assistance. The other is cancelling an unpaid order: An unpaid order will be canceled automatically. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.
Please note that we CANNOT cancel orders which have been shipped out already. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.
Can I change the order?
For unpaid order, you need to cancel the order first and place a new order with correct address and correct items and correct quantities. For paid but unshipped orders, you can only change shipping address. If you want to change items and quantity, you need to cancel the order first and place a new order. For shipped out orders, the shipping address can't be changed anymore as well as the items and quantity.
Shipping
Do you ship the order overseas?
Yes, we offer international shipment. However, the shipping charge has to be confirmed by our customer service. So please contact our customer service for the accurate shipping fee before you pay the order.
How long will it take to get the order?
Usually you will receive your order in 6-15 business days from the date that it is shipped out with standard delivery. The express delivery will be much faster and it usually takes about 5-7 business days.
How can I track my order?
Yes, you can track your order on "My Order" page. You can also contact us with accurate website to follow up the order statue.
Why does it show my the package has been delivered but I didn't receive it?
Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID card.
Tracking number can be found by click "Track" under “My Orders”
If you still cannot find your package, please contact our Customer Service.
Do you offer accelerate shipping options?
Yes, we do. You can contact us to get a freight quote. We will provide you a best shipping service that may save a lot time and money.
Return & Exchange
Can I get full refund according to the order amount?
We will offer a full refund for all returnable item, excluding shipping charge, shipping guarantee, non- refundable items and free gifts.
Is there any charges for return & exchange?
No, there is no extra charges for return & exchange.
How do I return items?
You may check out our Return Policy first, then please contact our Customer Service about which items you want to return.
Note: Order ID, item ID or SKU are needed, so that our agent can process your return request and offer the nearest return address to you.
How long can I receive refund?
It usually takes 3~5 business days for the bank to process the transaction.
If you couldn't find the transaction after 7 business days, please contact us.
Contact Us
service@luckylaker.com
