FAQ

 

 

Do I need to have an account to order?
No, you can also place an order as a guest.
What is the currency listed on the site?
Prices are in US dollars. Please check with your credit card company for the exchange rate.

What if I forgot my password?
On the login page, click "Forgot your password?" and you will be redirected to a page where you can create a new password.

What if I entered the wrong email address?
Please contact us so that we can change your email address. We can change your email address, name, and address, but we cannot change your order. We can only update your address if your item has not left our warehouse, and you must update it yourself once the item has shipped.

Is there an exchange rate?
All our transactions are settled in US dollars. If your credit card is in another currency, your order total will be calculated at the daily exchange rate on the day your card issuer processes the transaction.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.
Is my online order secure?
When you purchase online using a credit card, all of your information is entered into an SSL secure web page. Your information is then SSL encrypted and sent directly to our credit card provider's network, where your credit card and transaction are authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?
Contact us ASAP. Please note that we ship as quickly as possible and if your order has already been shipped, it cannot be cancelled. If eligible for a refund, it must be returned for a refund (some final sale items are non-refundable).
Once an order is received, we reserve the right to accept or decline an order or any portion thereof at any time in our sole discretion, even if the customer has received an order confirmation or the credit card has been authorized. If the credit card has been authorized for the purchase and the order is cancelled, we will refund the original form of payment.
Any cancellations after an order has been placed will be subject to a $13.50 cancellation fee, regardless of when the order was placed (even if it was only a second late) as the merchant processor/credit card will charge us a cancellation fee.
Please note that any order that has already been packed or shipped cannot be cancelled.

Can I change my shipping address after my order has been placed?
Please note that your shipping address cannot be modified after your order has been shipped. Please update your shipping address to your residential address, not your professional address, as we do not know how long the destination customs department will hold the package. If the address you enter during checkout is incorrect, we will not be able to reroute the package once it has been shipped. You can contact the shipping company with your tracking information and they may update the address. This needs to be done by you (the recipient).

When will my order arrive?
Delivery time depends on the shipping method you choose. We will email your tracking information as soon as possible after your order is shipped, which may take up to 48 hours after the order is shipped. We are not responsible for delays caused by your country's customs department. On average, items take 1-2 weeks to arrive. We ship all orders via FedEx/DHL/UPS as a priority.

How do I track my order?
Once your order is shipped, the shipping company updates the tracking information and we email your tracking information immediately. Usually, we send you the tracking number one day after shipping.

Can I use more than one discount code in one order?
Promotional and discount codes cannot be used in conjunction with other promotions and discounts unless otherwise stated.

What should I do if items are missing from my order?
If anything is missing, please contact us immediately (infoarcboxs@gmail.com). Please note that some items are shipped separately.

When will my order be processed?
Orders are processed and shipped by our warehouse in Hong Kong. Please allow more time to process your order during holidays and promotional seasons.
We process orders Monday to Friday. Orders will be processed within 2 business days of the order date and shipped the next day after the processing date. Please note that we do not ship on weekends.
If you have not received a tracking confirmation after 5 business days from the date of completed payment, please contact us.

Do I need to pay duties and taxes?
The prices displayed on our website are tax-free in US dollars, which means that you may need to pay duties and taxes after receiving your order.
Once your order reaches its final destination, import taxes, duties and related customs fees may be charged, which are determined by local customs.
These fees and taxes are your own responsibility and we are not responsible for these charges. We are not responsible for delays caused by the customs department of your country. For more details on the fees, please contact your local customs office. US orders are not subject to customs supervision.

How can I return an item?
If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please provide your order number and the reason for your return. Our customer service team will review the return request and send further instructions once the return is approved. Please do not send the item back to the address listed on the original packaging. Returns will be processed at other centres.
For a list of final sale items, please refer to our Return Policy. All returned items must be in their original condition and well packaged.

What if the item I received is defective/incorrect/damaged?
If the item you received is incorrect, missing and/or defective, please contact us within 7 days of receiving your order. When you receive the package, please provide your order number, photos of the item and all relevant references. We will do our best to resolve your issue as quickly as possible.

How long does the return process take?
It may take up to 14 business days to process a return from the date we receive your return. We will confirm to you via email once your return has been processed.
All refunds will be credited to your original payment method. If you paid by credit or debit card, your refund will be sent to your card-issuing bank within 7-10 business days of receiving your return or cancellation request. Please contact your card-issuing bank to inquire when your refund will be posted to your account.
If you have not received your refund yet, please follow these steps: Contact your bank/credit card company. It may take some time for your refund to be posted to your account.