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Frequently Asked Questions
Below are some of are common questions about orders
How can I contact you ?
There are three ways to reach us:
- 1. Email: popspark@163.com
- 2. WhatsApp number: +86 13431518174
What payment methods do you accept ?
We accept various credit cards, convenience store payments, and mobile payments (PayPay/Apple Pay/Google Pay). Please note that once the payment is completed, the method cannot be changed; we appreciate your understanding in advance.
I have not received an email.
Please check your spam folder first. If you still haven’t received it, kindly send us an email at [popspark@163.com], detailing the situation using the following steps to create a summary table:
*Please remember to include ① your email address and ② your name when contacting us.
Can I return or exchange my order ?
In principle, we do not accept returns or exchanges after payment has been completed; please confirm your selection before purchasing. However, if there are defective items or shipping errors despite our thorough inspection of all products, please contact us via email at [popspark@163.com]. We can process returns or exchanges for incomplete orders.
When can I expect to receive my order ?
Orders are expected to arrive within 7-20 business days (excluding weekends and holidays) after payment completion.
Delivery times may vary based on supplier inventory levels and transportation conditions; we appreciate your understanding in advance.
What should I do if I'm unavailable to receive my package ?
The delivery personnel will mark the item as undeliverable if no one is present during delivery attempts.
Since storage time is limited to 7 days, please ensure that re-delivery arrangements are made within this period.
Items will be returned to our warehouse under the following circumstances:
– Failure to collect within the designated timeframe
– Incorrect address information
– Exceeding storage duration due to prolonged absence
Re-delivery of items returned to our warehouse will incur a re-delivery fee arranged through our store; please contact us via email at [popspark@163.com] for assistance.
*The re-delivery fee will be borne by the customer; thank you for your understanding.*
Additionally, items left in storage for three weeks will automatically be discarded according to warehouse regulations; refunds cannot be issued in such cases—please ensure acceptance of delivered goods.
Tariffs and customs duties ?
We do not charge customers any tariffs or customs duties; should any issues arise regarding this matter, they would need addressing with our company directly—rest assured while making purchases.
What is the shipping cost ?
Shipping is free for certain countries while others may incur charges ranging from $5-$10 USD (the checkout page indicates which countries require shipping fees). Purchasing two or more items may qualify for free shipping.
Can you assist in writing a greeting card ?
Certainly! We are more than happy to provide assistance. Please send the following information via email to [hsesame@163.com] within 48 hours after order confirmation: ① Order details ② Greeting card content.
