CUSTOMER CARE

 

 

 

FREQUENTLY ASKED QUESTIONS

 
ACCOUNT INFORMATION
 
+1. How can I join?
To join, click the "LOGIN" button on the top right of the website, then select "CREATE ACCOUNT." Complete the application and submit necessary documents. Verification typically takes 1-3 business days. Contact us for assistance.
+2. I already registered but cannot access the website. Do I have to register again?
If access is not granted within 3 days after application submission, reach out to us for support.
+3. Why is verification needed for access?
Our website exclusively caters to wholesale buyers (retailers). Verification ensures purchased merchandise is for resale, maintaining the integrity of our wholesale platform.
+4. Can I change my member ID and password? / I forgot my ID and Password?
Certainly! Easily change your ID and password by navigating to MY ACCOUNT > ACCOUNT INFO. If you forget your credentials, click “Forgot password” on the LOGIN page. For further assistance, our customer service is here to help.
+5. Will my personal information be shared? / How will my personal information be protected?
Your privacy is paramount to us. Rest assured, your personal information will not be shared with any third parties. We prioritize security; your information is stored on secure servers with routine measures to safeguard your data.
 
ORDER PROCESSING
 
+1. I placed an order, what next?
Great news! Processing takes 1-3 business days. For orders placed before 10:00 am PST, they will be processed on the same day. Orders after 10:00 am PST are generally shipped the following day.
+2. Why is the charge more than the order amount?
We pre-authorize orders, including shipping costs. A slight cushion is added to shipping costs in case they exceed the estimate. When charged, we correct and capture the accurate amount.
+3. How do I know if my order shipped?
Keep an eye on your inbox! You'll receive an email with a summary of your order and the included tracking number. Additionally, log in to check your order history for status and tracking information.
+4. When will my back order or pre-order items ship?
Back orders or pre-order items ship as soon as they become available. The pre-order date for a specific style is a tentative ship date.
+5. Can I make adjustments to my order after placing it?
Reach out to us as soon as possible, though adjustments are not guaranteed.
+6. Is there a minimum amount to place an order?
Yes, the minimum order amount is $100 (USD).
+7. What is your returns policy and procedure?
For detailed information, please refer to our returns policy here.
+8. How do I check my order status?
Check your ORDER HISTORY or contact us, and we'll provide you with the latest updates.
+9. Can I cancel my order after placement?
Please contact us promptly for any cancellation requests.