Troubleshooting

    - I want to cancel an order placed wrongly

       
1. - CANCELLATION BEFORE PAYMENT

If you have not paid for your order yet, there is no need to contact us to cancel it. We receive hundreds of 'test' orders each day which our members are using to quote certain cart contents and save the invoice for later references.

We ignore all orders until a matching payment is received. So if you haven't paid, don't worry, we are not processing your order.
You are under no obligation to follow through and pay for an order just because you checked out your shopping cart online. If you want to do test orders to save certain invoices for later you are welcome to do this.
If your order is more than a week old please note you may not be able to "reactivate" it by sending a payment, because the prices of the items may have changed as well as the shipping rates and currency conversions. You may need to repeat the order with a new cart.

 

2. - WITHDRAWING AN ORDER AFTER PAYMENT
If you have already paid for an order and want to cancel it, please contact us as soon as possible.
If you are uncertain about something in your order and you wish to change it, please contact us and put the order on hold while you decide. This will stop the packaging process so you still time to make changes.
If the package has already been delivered we cannot cancel or change the order.
If you want to cancel an order because you are ADDING further products, but not canceling the previous items, simply contact us and we will process it, usually for no extra fees.
If the order is in an early processing stage you may be able to change and cancel it. You can ask for a refund or keep your payment as a credit.

 

    - I paid for an order and the order was canceled, why?

Why was my order cancelled? Why did you refund my payment?
If we returned your money to you and closed your order, it is most likely because we were unable to verify your payment, or the products you want ordered are out of stock. In most cases, our customer service staff will contact you by phone or email to discuss the matter with you, but if we can not get in touch with you within 5 days time after we receive your payment, we will automatically return the funds to you. It is our responsibility to ensure the safety of your money and purchase order.
Possible reasons for refunding money are:
- PayPal account name and address does not match your order's shipping address, and there was no response when we try to contact you. 
- The products you ordered are out of stock (we usually keep our inventory stocked and updated), and there was no response when we try to contact you.


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