Question #1 What forms of payment do you accept?
Answer : We accept all major Credit Cards and Debit Cards for the time being. You may order by Credit Card or Debit Card online using the secure checkout procedure.
Question #2 Are these prices in US$? How much will it cost in my country?
Answer : All prices are in US$, and we use US$ when charging your credit card. To get an idea of how much an item will cost in your currency, we recommend using this Universal Currency Converter
Question #3 When I attempted to track my DHL shipment, I received an invalid waybill error message. Why?
Answer : There could be various reasons. The DHL Express Waybill for Time Definite shipments is normally a 10 digit numeric number (e.g. 1551373526, 6596809461), so please recheck the number and try again.
Question #4 The tracking results are showing that my shipment is going to a different town or city than it was initially addressed to. Why is this?
Answer : The Pickup and Delivery destinations shown on the DHL Express tracking results are based on the destination of the Service Station location providing that pickup and delivery. Please be assured that your shipment is being delivered to the destination provided by you when you completed the waybill for your shipment(s).
Question #5 When I track my international DHL Express shipments, why do I sometimes get information for a shipment that is not going to the intended destination?
Answer : DHL periodically recycles shipment waybill numbers for operational reasons. Occasionally this results in information being in our systems at the same time for two shipments travelling under the same waybill number. DHL is working hard to eliminate these occurrences however, in the meantime, please be assured that while this information may be confusing, your physical shipment will be heading to its correct destination and be receiving the same careful attention as every other shipment in our network.
Question #6 I have tracked a shipment and been told to contact DHL. Why is this?
Answer : This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.
Question #7 The tracking results I receive sometimes state “Sign up for notifications for this shipment.” What does that mean?
Answer : For shipments that have not yet been delivered, you can sign up for email or SMS/Text message notifications to receive delivery status updates. This saves you time – you don’t have to go online again to track your shipment.
Question #8 Can you choose my desired courier?
Answer : At the moment: no, sorry. The courier shipping options you see at the checkout process online are the only options available. Due to various circumstances in different countries at different time, we have to use our discretion in choosing the couriers. All we need from our customers is the length of time in which they desire to receive their products, and we will choose the courier according to that requirement.
Question #9 Do you deliver to P.O. Box or FPO/APO addresses?
Answer : Unless otherwise agreed, we can not ship to any P.O. Box, FPO/APO, and other military addresses.
Question #10 What’s your shipping term?
Answer : You can choose whichever method suits you best when you place an order. The following is a list of the different international carriers available on swordskingdom.com, estimated time in transit, and where tracking services can be located. swordskingdom.com is currently working on some more shipping options, and the day it’s available we will tell all our customers. Time of transit varies depending on where you’re located and where your package is coming from. DHL 4~6 days and FedEx 4~6 days, Customs clearance can increase the delivery time if your package is held up by customs officials.
Question #11 What should I do if an item shipped to me is damaged?
Answer : You should reject the damaged goods if possible and lodge a claim against the courier immediately. If you have received the goods, you should notify the courier within the first 24 hours. Meanwhile, you should also contact us and we will help to deal with the claim with the local courier. Once the issue has been confirmed, we will follow up the insurance claim with the courier and prepare the replacement for you as soon as the lost or damage is compensated. At the same time, you need to keep all the evidence and documents as proof for any further investigation.
Question #12 What does it mean to drop-ship?
Answer : Drop-shipment is common among consumer goods retailing business, it usually means a reseller instruct their wholesale supplier, which may be located in a duty free zone, to ship out orders to the reseller’s customers directly as requested. The reseller does not actually take the job of stocking, repacking and shipping.
Question #13 Can you ship to my country?
Answer : Currently we ship to US, Canada and Mexico rather than worldwide. But we are not able to ship to countries that are currently suffering from economic sanctions imposed by United Nations or International couriers may not deliver shipment to countries which are at war. For hard-to-reach destinations, the shipping cost may be higher and the transit time may be longer Please make sure that you have realized that it’s your own responsibility to find out the import duty and policy in your own country about the products you buy from swordskingdom.com.
Question #14 Is the shipping cost included In the product prices?
Answer : If the product shows ‘free shipping’, that means the shipping cost has been included in the product price, then you do not have to pay for the shipping cost If no ‘free shipping’ shows on the products, that means the shipping cost is not included in the product price, then you’ll have to use the online system to generate a shipping quote for your order, The shipping cost for orders are calculated automatically depending on the total weight and size of the package.
Question #15 Can I track the shipment of my order?
Answer : Major international couriers such as FedEx, DHL, they usually offer door-to-door service, you can track your shipment by tracking number via our & their websites. Post Office air mail offers basic proof of shipment for all orders and proof of delivery in some countries including the USA and Canada. Air freights and ocean freights offer shipment tracking in the form of flight numbers and vessel names/voyages respectively. We will send you the tracking number once we ship out your order, normally you can start to track online within one business day.
Question #16 What makes our store different from other Chinese suppliers?
Answer : NO MOQ Unlike most Chinese export companies, our website.com does not have minimum order quantity(MOQ) restriction. Here you can just start with 1 piece sample before you decide to order more. EASY TO ORDER ONLINE We take advantage of our cutting-edge E-commerce platform to conduct Customer Relationship Management (CRM), so everything designed here is just for you to place order easily, pay safely,track your shipment conveniently, and communicate effectively. And what you conecrn is our guideline to action.
MULTIPLE BILLING OPTIONS AND CONFIDENTIAL PAYMENT INFORMATION ,west union and wire transfer are all accepted here. You can even pay by credit card through a famous payment processor, which can protect your personal financial information without sharing with any 3rd parties. FAST DELIVERY We ship to US, Canada and Mexico with a wide range of shipping options, including Express Couriers (FedEx, DHL), Air Freight, Ocean Freight, and Postal Parcel, which the transportation time varies from 2 to 15 days. Customers can also use their own express couriers under some certain conditions. DROP SHIPMENT ALWAYS AVAILABLE Drop shipment can be arranged from our website.com to your customers directly, even only one single piece.
12-MONTH WARRANTY AND AFTER-SALE SERVICE All products you buy from our website are covered by 12-months warranty for return, repair or replacement, and the quantity and every details will be carefully inspected by our professional QA team before packing. Besides, we have a responsible and professional customer service team to provide quick and effective after-sale services. Please rest assured to purchase from us. EFFECTIVE AND DIVERSE COMMUNICATION No matter when and what kind of issues you may encounter during your purchasing at our website, we can always be reached by the phone call, email, fax, live chat etc.
Question #17 How does our website ship my order to me? Can I know the shipping cost? How long will it take to ship to me?
Answer : Currently our website ships small and medium sized orders by international couriers such as DHL and Fedex etc., or regular air shipment if required. The shipping cost can be viewed while placing the order. Usually, the estimated shipping time for all orders is 3 – 5 working days.
Question #18 How could I know if my order is on the way to my hand?
Answer : Don’t worry, we will send you the tracking number and the links to your registered email address once we send out your order, you can easily find out where it is through the courier’s or our website.
Question #19 Can you send me your catalog as well as your price list?
Answer : Currently, No. Due to the dynamic nature of our product line as well as our efforts to provide lowest price to customers, compiling a catalog would not be very fruitful. Our website contains all the information we have on our products. If you have any specific question, you are welcome to contact our customer service representatives.
Question #20 Can I get a better price if I order more?
Answer : Absolutely, the more you order, the better discount you have. If you want to get a quote breakdown of a large quantity of items, please contact us with the following details: – The products and its code you want – The exact order quantity – Your desired delivery schedule – Any special packing instructions With this information our VIP sales representative will get back to you with a detail quotation.
Question #21 Can I cancel my order?
Answer : – CANCELLATION BEFORE PAYMENT If you have not paid for your order, there is no need to contact us to cancel it. We’ll disregard all orders until the matching payment is received. You have no obligation to pay for the products in your shopping cart if you think you may change your mind later,if you are just doing some tests or whatever to save invoice for backup, you are welcome to do this. If your order is more than one week there without any of your further action, please kindly be informed you may not be able to “reactivate” it by sending payment, because the prices of the items and shippng rate may have been changed, you will have to resend the order with a new cart online. -CANCEL AN ORDER AFTER PAYMENT If you want to cancel an order that you have paid, please contact us immediately. If you are not so sure about something of the order and you want to change it, please contact us and put the order on hold when you make the decision, we will stop packing and wait for your further instruction. If your orders have already been picked up and delivered by the courier, you cannot cancel or change the order any more. If you want to cancel an order just because you are adding more products, but not canceling the previous items, that can usually be processed without any extra charges – please contact us immediatley so we can ship your items together.. If the cancellatin of an order is approved by our website.com, you can either ask for a refund or keep your payment as a credit.
Question #22 Why did you cancel my order and refund my payment?
Answer : If we cancelled your order and returned your payment, it is most likely because we were unable to verify the payment, or the products you ordered are out of stock. In most cases, our customer service staff will contact you by phone or email to discuss the matter with you, but if we can not get in touch with you within 5 days after we receive your payment, we will automatically return the funds to you. Possible reasons for refunding are: – your payment processor’s account name and address does not match your order’s shipping address, and we can not contact you with any possible ways. – The products you ordered are out of stock..
Question #23 Policy of refund, repair and replacement
Answer : — General instructions for returning faulty goods Before returning goods, please contact us first to discuss the problem you are having, experiences tell us that more than 90% of the cases can be solved by our technical support, without having to send anything back. If we believe the product is indeed defective, we will issue you a Return Merchandise Authorization (RMA) for returning the items. Items returned without an RMA will not be processed. If the faulty products on your hand are not directly from our website, you need to contact the vendor who sold it to you, and we cannot provide any technical support or software support. Generally we advise you to return faulty goods through Post Office rather than using couriers like DHL. This will take 2 weeks to return goods to us by Post Office.
(1) Return for full refund Products with quality problems, if notified within 7 days (from the date of receipt of products) can be returned and refunded. Customer will need to send the products back to us first, when we receive the products, we will give you a full refund.
(2) Return for Replacement Products with quality problems, if notified within 30 days (from the date of receipt of products) can be returned and replaced. Customer will need to send the products back to us first, when we receive the products, we will replace it with new ones and ship them back to you. We will pay shipping fees for the replaced products that we ship to you.
(3) Return for Repair Products with quality problems, if notified within 1 year(from the date of receipt of products) can be returned and repaired. Customer will need to send the products back to us, when we receive the products, we will repair it and then ship them back to you. We will pay shipping fees for the repaired products that we ship to you.
(4) Return for partial refund. our website cannot give a refund or full refund for unconvincing excuses like below: – “The product does not look like the ones shown on your picture.” – “The product is not what I’d imagine it to be.” – “I am not satisfied with the style.” We will deduct the shipping cost and a certain amount of handling fee based on your order total amount, that means only partial refund