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Order Status
01. How do I track my order?
 
Option 1: Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

Option 2:

If the delivery method is Registered Air Mail we will send you tracking code and instructions to track shipment to your country.

If the delivery method is Express Courier service, once your order has been sent you will also receive an email from us informing you on the departure and estimated arrival and also on the shipment tracking number.

When using UPS (additional charges apply), please note that UPS uses status messages such as “A VALID TAX IDENTIFICATION NUMBER OR DEFERMENT NUMBER IS REQUIRED FOR CLEARANCE” or “POWER OF ATTORNEY DOCUMENTATION IS MISSING AND IS REQUIRED FOR CLEARANCE” which may make you think there is something wrong with the delivery. Do not be alarmed, this is a normal status message and will change soon to “PACKAGE DATA PROCESSED BY BROKERAGE. WAITING FOR CLEARANCE” without need for any input on your side or our side. Soon after that your shipment will be delivered to you.

Also, please note that some UPS status messages refer to digitalized documents and some others to the physical shipment. As a result, you may have one status message from Hong Kong, followed by one from the US followed by another one in Hong Kong, which may make you think that the shipment travelled back and forth, which is not the case, the status message of the US probably referred to a digital document received already to start processing customs, whereas the second Hong Kong status probably indicated the departure of the shipment.

So, as a general recommendation, do not be too anxious about the messages on the tracking information by UPS, because they can easily be misunderstood. If anything that requires your attention or our attention really happens with the shipment, UPS will contact directly you or us, so we will know it directly from them.
02. I haven't received any information about my order status.
 
Our ordering system will immediately email you a copy of your latest order once you have placed an order through our online sales system. If you do not receive any email from us within 24 hours, please contact our customer service team.

Moreover, you will receive another email from us once the order has been shipped where you will find the tracking code and a link that will allow you to do the tracking.

If you believe we must have sent the shipment already and you have not received any email stating that the shipment has been sent and the tracking code, please contact our customer service team.
03. Has my order shipped?
 
Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status. Also, please note that when we ship an order using Express Courier, we send you a shipment confirmation email which includes the tracking code of your order, so if you have not received this email it probably means that the order has not been shipped yet.
04. The status of my shipment by UPS claims that “A VALID TAX IDENTIFICATION NUMBER OR DEFERMENT NUMBER IS REQUIRED FOR CLEARANCE”, what should I do? Is this a problem?
 
Don’t worry, this is a normal internal status description by UPS and involves no problem and no need for any input neither on your side or our side. Soon the status will automatically change to “PACKAGE DATA PROCESSED BY BROKERAGE. WAITING FOR CLEARANCE” and shortly after you will receive your order.
05. The status of my shipment by UPS claims that “POWER OF ATTORNEY DOCUMENTATION IS MISSING AND IS REQUIRED FOR CLEARANCE”, what should I do? Is this a problem?
 
Don’t worry, this is a normal internal status description by UPS and involves no problem and no need for any input neither on your side or our side. Soon the status will automatically change to “PACKAGE DATA PROCESSED BY BROKERAGE. WAITING FOR CLEARANCE” and shortly after you will receive your order.
06. An item is missing from my shipment.
 
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with courier to confirm that all your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
07. My product is missing parts.
 
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with courier to confirm that all your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
08. My order never arrived.
 
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. There you will be able to see if all the items you ordered have been shipped. If your order has been shipped, you should also have received an email showing the tracking number. Please use the tracking function in order to know the status of delivery. If you received no email and in our system it shows as if the order has been shipped, please contact customer service for assistance.