FAQs

 

The FAQs below are some common concerns of our clients before purchasing the theme,
if you have other questions, please just send it to abrasiveshome@hotmail.com

 QUESTION   Do I need to have an account to order?
   ANSWER     No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions
  •  QUESTION   What if I forgot my password?
       ANSWER     On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
     QUESTION   What if I typed the wrong email address?
       ANSWER     Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
     QUESTION   What payment methods do you accept?
       ANSWER     We accept all major credit cards (Visa, MasterCard, Maestro, American Express, Western Union) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
     QUESTION   Are there any exchange rates?
       ANSWER     All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
     QUESTION   How much about the shipping fee?
       ANSWER     1. Order $25 or more to qualify for FREE Shipping.

     2. If the order amount does not reach $25, the shipping fee will be $9.99.

     3. You can also choose to pay an extra $30 for the Fast Shipping.

     4. When you order $100 or more, we will provide you with Fast Shipping for free!
     QUESTION   How secure is my online order?
       ANSWER     When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
     QUESTION   How do I change or cancel my order?
       ANSWER     We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

     Any cancellation made after an order has been placed, will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

    Please note that any orders that have already been packed or shipped cannot be cancelled.
     QUESTION   How do I set my shipping address?
       ANSWER     Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".
     QUESTION   Can I change my shipping address after placing an order?
       ANSWER     Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.
     QUESTION   Can I use several discount codes in one order?
       ANSWER     Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
     QUESTION   Where will my order ship from?
       ANSWER     China mainland.
     QUESTION   When will my order arrive?
       ANSWER     Standard Shipping: YunExpress, ePacket, China Post Air Mail
    Estimated Delivery Time: 7-24 days
    Shipping Fee: $9.99 (Order $25 or more, for FREE!)

     Fast Shipping: DHL, FedEx, UPS, EMS, ARAMEX, SF-express
    Estimated Delivery Time: 5-14 days
    Shipping Fee: $30 (Order $100 or more, for FREE!)
     QUESTION   How do I track my order?
       ANSWER   

     A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track the status of your shipment.

    • YunExpress, China Post, ePacket, TNT, DHL, FedEx, UPS, EMS, you can track your order here.
    • SF Express, you can track your order here.
     QUESTION   Can I use several discount codes in one order?
       ANSWER     Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
     QUESTION   What do I do if I have missing items in my order?
       ANSWER     If something is still missing, please contact us immediately.
     QUESTION   When will my order be processed?
       ANSWER     All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.

     We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

     Please contact us after 5 business days from the day you completed your payment if you do not receive tracking confirmation
     QUESTION   How will my order be shipped?
       ANSWER     Standard Shipping: YunExpress, ePacket, China Post Air Mail
    Estimated Delivery Time: 7-24 days
    Shipping Fee: $9.99 (Order $25 or more, for FREE!)

     Fast Shipping: DHL, FedEx, UPS, EMS, ARAMEX, SF-express
    Estimated Delivery Time: 5-14 days
    Shipping Fee: $30 (Order $100 or more, for FREE!)
     QUESTION   Will I be charged with customs and taxes?
       ANSWER     The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

     Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

    Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
     QUESTION   How do I return an item?
       ANSWER     We are proud of our products and guarantee them to perform properly with normal and proper usage. If you are not 100% satisfied with any abrasive product that was shipped from our stock, you may return it within 30 days for a full refund. Custom products that were manufactured to your specification are non-returnable.

     Please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
     QUESTION   Will shipping be covered for my returns?
       ANSWER     All return shipping fees and other miscellaneous fees are the responsibility of the customer.
     QUESTION   How long is the returns process?
       ANSWER     Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
     QUESTION   When will I receive my refund?
       ANSWER     All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

     If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.