online store FAQ – Aenro
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    FAQ

    Questions from our lovely customers

    Shipping

    How much does the shipping cost?

    Shipping is free on all orders during the promotional season!

    How long does it take for an order to arrive?

    Estimated delivery time is 7 to 18 working days on average. Please see our shipping terms for more details.

    When will my order be shipped?

    We usually ship your order within 1 to 3 business days. However, our bestselling and bespoke products may take up to 7 business days to ship.

    Oops - I gave the wrong shipping address!

    If you need to update your address, contact us and send us a message before midnight on the same day of order and we can change it for you.

    Where do you ship from?

    Depending on your location we ship our products from one of three international warehouses, we have a warehouse in China, Australia and the United States. If the product you order is in high demand, it will be shipped from China.

     

    Order Status

    Can I get a tracking number?

    When the order is completed, we will send a tracking number to your mobile phone and email address. Just copy them and go to the Track Order page to check the current status of your order.

    Why haven't I received any order confirmation information?

    Most of the time this is because our customers accidentally entered their email information incorrectly. If after checking your spam box you think you entered your email address incorrectly, please contact us and we will fix it for you.

     

    Refunds and Returns

    Can I cancel my order?

    In order to offer our customers the best shopping experience, our systems are automated and therefore after midnight of the same day, you will no longer be able to request the cancellation of this order.

    If you need to cancel the order, please contact our customer service team first, we will check the email every day before shipping, don't worry!

    What is your refund policy?

    If our product is bad, the quality doesn't meet your expectations, or it was damaged in transit, we'll be happy to refund every penny of your purchase within 30 days after you recived the product.

    Except for some special items, such as customized products, they will not be returned unless there is a product quality problem.

    Why did my payment fail?

    1. First, check your credit card or bank account issues
    2. Your postal address and billing address may not match
    3. They may have tried to make fraudulent transactions
    4. The maps are not supported, please switch to another map

    If you do not find a way out, please contact us, we will be happy to help you.

     

    About our products

    Where are your warehouses located?

    We now have two different Fulfillment Centers in the United States and China.

    Where are your products made?

    We only source merchandise from socially responsible businesses with ethical manufacturing practices. Our branded products are manufactured in the United States & China.

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