1.Can I change the shipping address for my order？

We will be happy to change the shipping address for you order! Please email to aftersale@ordro.cn with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

2.Can I change the billing address for my order？

Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

 3.Can I cancel my order after I’ve placed it?

Unfortunately, no. Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!

 

4.I received a package, but it wasn’t my order？

We’re so sorry for the mix up with your order! Please email to aftersale@ordro.cn with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!

 

5.I received the wrong item？

If you receive an incorrect order, we are so sorry for the mix up! Please email to aftersale@ordro.cn within 14 days of delivery with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with the stamped initial visible, a picture of the incorrect product, with a picture of the bottom/side label of the product so we can see the barcode as well as the name of the affected items. We'll get back to you ASAP!

6.I received broken item(s) in my order.

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please email to aftersale@ordro.cn within 14 days of delivery so that we may help you further. Please be sure to provide photos of your broken goods with a photo of the bottom/side of the product so we can see the barcode as well as the name of the affected items so we can best assist you!

 

7.I received my package and have a problem!

Oh no! We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. As we adore our buyer, your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please email to aftersale@ordro.cn within 14 days of delivery so that we may help you further. Please note that you may be required to provide photos of your goods in order for our team to best assist you.

DELIVERY

1.My goods will be shipped from where?

We will ship your goods from Shenzhen, China.

 

 2.Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

 

3.Will my package be charged delivery/customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.

4.My international tracking is not updating？

We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. Please note that international orders typically take 10 to 21 full business days to be delivered. Business days do not include weekends, or holidays. In the meantime here are some things that might help you locate your package: If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier's online tracking may not recognize your USPS generated tracking number. If tracking indicates that your package is still in the US, or is currently in transit, please be patient! Typically international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan. Whatever the case may be, we recommend full communication with your customs office as this is the most likely place for packages to go missing. If you have waited the full 21 business days and still have not received your order, please email to aftersale@ordro.cn with your order number! Please note, we are unable to assist you further with your order until after the 21st business day.