FAQs


Payment & Currency

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Payment methods We currently accept PayPal only.
Payment security Shopify/PayPal handle checkout securely. We never store your card details.
Currency You may switch currencies for viewing. Final checkout currency is shown at payment.

 

Shipping & Delivery Policy

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Where we ship Currently shipping to USA & Canada only. USA excludes overseas territories (e.g., Alaska/Hawaii/PR/Guam, etc.). For remote areas in Canada, please confirm with us before ordering.
Processing We start crafting within ~12 hours after ordering. Most orders ship in 2–3 business days.

How to track package

 The domestic leg (about 2–3 days) usually has no public tracking. After international dispatch, tracking becomes available and you can check it at [Home Menu Bar - Track Your Order].
Estimated delivery Typically 12–25 days after shipping. Timing depends on flights, customs, weather, weekends, etc. We can’t guarantee an exact delivery date—please order early for important dates.
Last‑mile carrier After arrival, delivery is usually handled by USPS or a local carrier (as shown in tracking).
Address & phone requirement Please provide a complete and accurate address, recipient name, and reachable phone number. Loss caused by incorrect/incomplete address or unreachable contact is the customer’s responsibility.
Failed delivery fees If delivery fails due to customer‑side reasons, carriers may charge a return/warehouse fee (~$10) and re‑delivery fee (~$10–$20). These are customer‑paid (carrier rates apply).
Duties & taxes Most orders use duty‑paid (DDP‑style) shipping. If you’re asked to pay any extra fees, please contact us before paying. If checkout/product page clearly states taxes are customer‑paid, the page note applies.
Force majeure Delays caused by flights, customs policy, weather, etc. are beyond our control. We will assist with tracking, but compensation/refunds are not guaranteed.

 

Order Changes & Cancellation

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Order changes For size/address/item changes, email us ASAP at [xxx]. If production/shipping has started, changes may not be possible or may incur additional cost.
Cancellation (retail 1–2 items) Free cancellation within 24 hours if not shipped. After 24 hours, a 10% materials & labor fee applies. No cancellation after shipping.
Cancellation (bulk: 3+ of the same style) Same rules, but after 24 hours a 20% materials & labor fee applies. No cancellation after shipping.
Combined shipping Multiple orders to the same address can usually be combined if they haven’t shipped yet.

 

After‑Sales & Warranty

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Restringing Free restring within 1 year if you ship it back (international shipping is customer‑paid, usually not recommended). A better option: we can include replacement wire with your next order for free, and you can restring locally.
Parts replacement Email us for paid parts replacement options.
No re‑plating Due to cross‑border complexity, we don’t offer re‑plating. Plating wear is considered normal.
No lifetime warranty we don’t offer lifetime servicing like luxury brands, but we’ll always try to help with practical solutions.