help > Top Q&A 2
Answers
to Top Customer Service Questions
Top Q & A
For immediate assistance, click on one of our on-duty Live Assistants on our Live Chat page, otherwise browse
through the Help topics below. You can find answers to most questions in just a few minutes. Contact Us.
through the Help topics below. You can find answers to most questions in just a few minutes. Contact Us.
Shipping Information
1. Can I choose shipping companies?
A. No, we provide EMS service only, and will probably increase more services for your choices in future. Learn more...
EMS liaises with USPS for US residents; and TNT for International Residents.
2. Can I change my shipping information like shipping address?
A. Yes, please prepare your order number and contact us.
3. Do you ship to my country?
A. Yes, we do. We ship everywhere in the world. Learn more...If you still have any question about the shipping, please
contact us.
4. Do I have to pay customs taxes?
A. It varies depending on your country's customs policy. Please contact the shipping agent of your country.
5. What if I am not home when delivering ?
A. Shipping company will leave a note for you. If unclaimed for over the period specified, the parcel will be returned to
the sender. You need to pay for extra shipping charges. In this case, please contact the nearest post office of the
shipping company or contact us for the information.
6. I work from Monday to Friday, can I not to sign on the deliver?
A. Please let us know by entering a note in the Comments Box in the purchase form on the way of check-out which is
for our merchants to write notes. For example, "I can not sign on the delivery, please leave the parcel by the door" or
"Leave the parcel on the porch without signature please" etc. We will mark it clear on the deliver material. But we
CANNOT guarantee the postman will do as requested as it is not the common practice.
7. How long does it take to get my order?
A. For FOOTWEAR: It takes about 12-17 business days to make and ship; For BODY WEAR: It takes about 15 to 20
business day to make and ship.
Tracking Information
1. What is my shipping status?
A. Please contact us through email, telephone or Live Service, and let us know your order information in details
including your order number. Also, you can track your shipping status with tracking number sent by us. Learn more...
2. I failed to track my shipping status though I clicked on the link you provided, why?
A. The possible reason is:
1) As entering tracking numbers are manual operation, it takes a while for us (factory > shipper > factory > DSOL >
you) to receive the number and send it to you. It is highly possible that your order has been in process of shipping. Or
2) You may have used the wrong link to track; the correct tracking should be:
For US residents, please click the following link and type (or copy and paste) in the tracking number for your shipping
status: http://www.usps.com/shipping/trackandconfirm.htm
For Non-US residents, please click the following link to track your shipping status: http://www.ems.com.
cn/qcgzOutQueryAction.do?reqCode=gotoSearchE
Note: For residents of Washington State in USA, you need to use Non-US resident’s Tracking Site: http://www.ems.
com.cn/qcgzOutQueryAction.do?reqCode=gotoSearchE
3. I found my order was returned to sender, what should I do?
A. It means that your order was returned to our factory in China. Most of the cases like that were because no claimed
on deliveries, post office left a note at your door for you and waited for a certain period of time, still no body picked it up
from the post office, then this parcel was returned to sender.
In such a case, please indicate us to either cancel it or reship it. If for cancellation, 15% restocking charge will be
debited from your credit card; or 50% reshipping costs to be debited from your credit card (we pay 50% for you only
because we would like to keep your business, as it is not our fault, we act as agent for your shipping).
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1. Can I choose shipping companies?
A. No, we provide EMS service only, and will probably increase more services for your choices in future. Learn more...
EMS liaises with USPS for US residents; and TNT for International Residents.
2. Can I change my shipping information like shipping address?
A. Yes, please prepare your order number and contact us.
3. Do you ship to my country?
A. Yes, we do. We ship everywhere in the world. Learn more...If you still have any question about the shipping, please
contact us.
4. Do I have to pay customs taxes?
A. It varies depending on your country's customs policy. Please contact the shipping agent of your country.
5. What if I am not home when delivering ?
A. Shipping company will leave a note for you. If unclaimed for over the period specified, the parcel will be returned to
the sender. You need to pay for extra shipping charges. In this case, please contact the nearest post office of the
shipping company or contact us for the information.
6. I work from Monday to Friday, can I not to sign on the deliver?
A. Please let us know by entering a note in the Comments Box in the purchase form on the way of check-out which is
for our merchants to write notes. For example, "I can not sign on the delivery, please leave the parcel by the door" or
"Leave the parcel on the porch without signature please" etc. We will mark it clear on the deliver material. But we
CANNOT guarantee the postman will do as requested as it is not the common practice.
7. How long does it take to get my order?
A. For FOOTWEAR: It takes about 12-17 business days to make and ship; For BODY WEAR: It takes about 15 to 20
business day to make and ship.
Tracking Information
1. What is my shipping status?
A. Please contact us through email, telephone or Live Service, and let us know your order information in details
including your order number. Also, you can track your shipping status with tracking number sent by us. Learn more...
2. I failed to track my shipping status though I clicked on the link you provided, why?
A. The possible reason is:
1) As entering tracking numbers are manual operation, it takes a while for us (factory > shipper > factory > DSOL >
you) to receive the number and send it to you. It is highly possible that your order has been in process of shipping. Or
2) You may have used the wrong link to track; the correct tracking should be:
For US residents, please click the following link and type (or copy and paste) in the tracking number for your shipping
status: http://www.usps.com/shipping/trackandconfirm.htm
For Non-US residents, please click the following link to track your shipping status: http://www.ems.com.
cn/qcgzOutQueryAction.do?reqCode=gotoSearchE
Note: For residents of Washington State in USA, you need to use Non-US resident’s Tracking Site: http://www.ems.
com.cn/qcgzOutQueryAction.do?reqCode=gotoSearchE
3. I found my order was returned to sender, what should I do?
A. It means that your order was returned to our factory in China. Most of the cases like that were because no claimed
on deliveries, post office left a note at your door for you and waited for a certain period of time, still no body picked it up
from the post office, then this parcel was returned to sender.
In such a case, please indicate us to either cancel it or reship it. If for cancellation, 15% restocking charge will be
debited from your credit card; or 50% reshipping costs to be debited from your credit card (we pay 50% for you only
because we would like to keep your business, as it is not our fault, we act as agent for your shipping).
< back to the top
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