Frequently Asked Questions
SHIPPING
Do I need to pay for shipping?
No, we offer free shipping on all orders.
Where is my order shipped from?
All orders will be shipped from one of our US warehouses, located in both the East and West.
How long does it take to receive my package after placing an order?
Most orders are shipped within 24 hours and typically arrive within 3-5 business days.
Which shipping carrier do you use? Can I choose a specific carrier for shipping?
We ship orders through UPS, DHL, FedEx, or USPS. Unfortunately, we cannot currently accommodate requests for specific carriers.
Do you ship to PO Box addresses?
We are sorry that we can not ship to PO. Box , APO and FPO address. Please provide us with a physical address when placing an order so we can ship your order promptly.
Do you offer overnight-shipping?
Sorry, currently we do not offer overnight-shipping. Orders might take one business day to process, and 2-5 business days for shipping (except remote countries).
PAYMENT
Why am I unable to place an order?
If you encounter any issue checking out your order, you can try using a different payment method. Also, please consider providing our customer care team with any error messages or notifications you receive during the payment process, such as screenshots or recordings. Our representative will assist you in resolving this matter.
Why am I unable to use installment payments?
Installment payment options such as Afterpay are only available for customers in the United States. If you encounter any issues using installment payments, please consult the corresponding installment service provider for help.
Paypal now offers a Buy Now Pay Later service for the following countries. USA: 4 interest-free payments
Paypal now offers a Buy Now Pay Later service for the following countries. USA: 4 interest-free payments
Why haven't I received an order confirmation even though my card was already charged?
If you have not received an order confirmation email after making a payment, please double check whether your payment went through successfully and the contact email provided during checkout is correct. You can also contact customer service to check if the order was placed. Please provide screenshots of the payment and transaction ID so we can assist you in this matter.
Will I be charged customs duties?
No, you won't. All orders are shipped from our US warehouse.
EDISHINE VIP REWARDS
How do I check/ redeem my points?
Please log into your EDISHINE account before checking or redeeming the points. If you haven't registered as an EDISHINE VIP member, click on the navigation bar to register for membership. If you are already a registered member but haven't logged in, please log into your personal account. After that, you can check/ redeem your points by clicking the right side of the screen 'My Points', or 'Use Points'.
For more detailed information regarding VIP Rewards, please kindlly check this link: https://edishine.com/pages/membersystem
For more detailed information regarding VIP Rewards, please kindlly check this link: https://edishine.com/pages/membersystem
If I join the EDISHINE VIP program, what will I get?
We will provide VIP members exclusive coupons, deals, and the free new product gifts etc.
ORDERS
How do I cancel my order?
If you need to cancel your order, please contact our customercare team within one hour of placing the order, and provide them with the order number. Please be aware that once an order has been shipped, it cannot be canceled.
Why haven't I received an order confirmation/ a shipping notification even though my order was placed successfully?
If you have successfully placed an order, the order confirmation will be sent directly to the email address you used when placing the order. A shipping notification email will also be sent to the same email address after your order is shipped. Please kindly double-check if the email address you are checking is the same as the one registered when placing the order.Sometimes our emails may be misidentified as spam, so please check your spam folder to see if there are any relevant emails. If you still can't find them using the above two methods, please get in touch with customer service for help. Our representative will assist you in this matter.
I forgot to use my discount code/gift card in my order. Can you refund me the difference?
If you realize the discount/ gift card was not applied after your order had been placed, please provide our customer service team with the discount code/gift card number you want to use. We will verify the validity of the discount code/gift card, and refund you the corresponding difference after the discount code/gift card is verified as applicable.
When can I expect the points from my order to be credited?
Upon joining our EDISHINE VIP program, you will earn 2 point for every $1 spent, and these points will be automatically credited to your account 3 days after placing an order.
Why did I receive an email stating that the package I haven't received has been delivered?
We are sorry for this inconvenience. There may be delays in actual logistics. You can check the specific delivery information on the official website with the tracking number, or contact our customer care team as soon as possible.
How do I know my order status?
You will receive order status notification emails, and you can also track it on our site: https://edishine.com/pages/track-order
AFTER-SALES
Can I return or exchange my order if I don't like/don't want it?
Of course yes. If you have any problems with your purchase, please keep the item in its original condition and contact customercare team within 30 days from the date of delivery for returns or exchanges. For more detailed information regarding our return and exchange policy, please kindly check this link: https://edishine.com/pages/return-refund
My package arrived damaged, and an item is missing/damaged upon receipt. What should I do?
If your package is damaged upon receipt, please check if any products inside the package are missing or damaged. Please retain the outer packaging with the tracking number and all products you received, and contact our customer service and the logistics provider as soon as possible. Our staff will assist you to find a proper solution.