Frequently Asked Questions (FAQ)

Shipping

Q1: How to track my order or shipment?

You can track your order here by using the order ID or tracking number.


Q2: How long does it take for the shipping?

Most of our orders are shipped via FedEx, UPS, DHL, or USPS depending on the order value and/or the weight. Usually takes 7-14 business days for the transit time.

However, due to COVID, the shipping time will be longer than usual, you can track your shipment progress here.


Q3: Which country do you ship?

Currently, we only ship to the United States.

 

Q4: What is the "Standard shipping method"?

The standard shipping method refers to the courier that we consider based on your address and product weight, value, category, etc., usually has the following features:


Usually it takes 7-14 business days for the transit time.


Q5: I have received a tracking number, but why is my package not showing any movement?

Depending on the courier’s system. Some may not update frequently as you expected.

If you don’t see any movement for more than 3 business days, you can track order here and contact the courier directly.


Return or Refund

Q1: Can I return my items?

Yes, if the items are

  • Damaged on arrival
  • Wrong items are received

Please request here.


No, for other cases:

  • I don’t like the items

Q2: I received an item that doesn’t look like the pictures on your site. What can I do?

If you receive an item that you feel has been misrepresented or is not as you were expecting. There is a very small probability that we sent the wrong product.

Please contact us so we are aware of the concern. 


Q3: Can I cancel the order?

Yes, if the item is NOT shipped yet.

Please request cancellation here.


No, if the item is shipped.


Q4: I received a wrong item, what should I do?

Sorry about that, we can either do a refund or reshipment, please contact us here.

Delivery Questions

Q1: My order shows it has been delivered, but I didn’t get it. What should I do?

If your tracking number shows that your order has been delivered, but you have not received it.


  1. Please verify the address that the order was shipped to by logging in your account. If your shipping address is correct, check around the delivery area for a safe place the carrier may have placed the package like nearby bushes, a back door, or garage. Check with family members, neighbors, a building manager, or others who may have accepted the package for you.
  2. If the address is wrongly input when you checkout, sorry that we cannot do reshipment or refund. But we can offer you a discount to repurchase a new item.
  3. If you still cannot locate your package, please contact the courier directly with your tracking number. 

Q2. What if I receive a damaged or defective item or the wrong item altogether?

Please contact us within 14 days after delivery for help.

Payment & Tax

Q1: What forms of payment does store.aftership.com accept?

We accept Visa, MasterCard, AMEX credit / debit card as options for payment. 

For credit card payments, please note that the provided billing information must be a 100% match with the information on file with your credit card company.  

Q2: Does the price include any tax?

All applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of custom agents to release your package.