FAQ

1. How do I contact Adawe regarding my order?
Whatever happens to your order, you can contact us via adawe@aliyun.com. It is important to provide us with your email and telephone number, order number or tracking number so we can check the status of your order.

2. When will my order be shipped out?
Once we receive your order, we will process it in the same day and send out on the second day from Monday to Friday. Any orders placed on Saturday's will be sent out together with Sunday’s orders by the next Monday.

3. What shipping methods do you offer?
We use UPS ground, USPS or FedEx or LTL or Pioneer. and etc. and freight transportation by truck to ship your orders. Each shipping method will be based according to the size and quantity of the items ordered.

4. What is the estimated delivery time?
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order the same business day. It is then picked, packed, and dispatched. Our standard delivery times (3-7 business days for within USA) are estimates and may vary due to external factors outside of Adawe, and our courier’s, control. These factors may include but are not limited to, extreme weather conditions and technical failures.

Please note delivery times: 

All orders are shipped out via UPS, USPS or LTL. and etc. Transit time is 3-15 business days varying on customer's location to fulfillment center (within USA).

For various shipping times to international destinations, please contact us adawe@aliyun.com

* The shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected date due to an invalid address, the customs clearance procedures or other causes.
* For Express Shipping: Possible tariffs and other possible related costs are borne by the customers.

5. How do I cancel my order?
Please initiate a cancel request from your personal center. If the order has already been shipped out, we would request the shipping fee for each package. Please refer to the Return Policy for additional information. 

6. What if I don't receive my order?
Please contact the carrier to see if they have delivered the item to the right address. Meanwhile, we also recommend sending us your phone number so we can put a claim against the carrier to search for your package. Generally, the search result should take one week.

7. What if I have received a damaged order?
Please initiate a return request from your personal center and within 3 business days after receiving your package. Note any visible damages (scrapes, dents, etc.) or operationally damaged (the system will not work), take the digital photographs and provide Adawe with proof of the damage in detail as this will assist us in processing your order refund. Please refer to the Return Policy for additional information. 

8. When can I expect a refund debited to my account once I return the item?
Once you are authorized to return an item back to us, please pay close attention to the return tracking number. Once the item is delivered to our warehouse, we will issue you the refund in 3-5 business days.

9. What is the warranty of my item?
All items come with a guarantee 30 days warranty from the date of purchase. We will cover any cost occurred due to item quality issue.

10. How do I return the item?
If you received any defective items, you can contact us for a full refund. Most of our products can be returned within 30 days of purchase provided they are in sellable condition with original packaging, tags and a receipt. When your purchase fails to meet your expectations provided they are in sensible condition (items in original packaging, manufacturer's tags attached, undamaged) we request that the shipping cost must be paid by you in order for Adawe to process your refund. Please refer to the Return Policy for additional information.