We aim to offer services that will help all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.
Before Making a Return Request
For any reason if you would like to cancel your order while order is under shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international custom clearance, and local and international shipping carriers and agencies.
If you refuse to take delivery package from postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our ware house because of customer’s personal reason (Check details below), we’ll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer’s personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn’t collect package by deadline
Return address & refunds
Return address: You will need to send your returning products to our ware house in China. Please always Contact Us prior to returning the items by submitting a ticket to obtain a Product Return Form with the related returns address. Please DON’T return your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.
Refunds: The refund will be issued to your Maskshell Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable.
If you want to return the product, please confirm that you’ve received your package, by clicking “Order Received“. Then submit a “Return or Exchange” Ticket. After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status and the proof you provided.
Trackable Packages Inquiry Period
Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn’t receive, please contact customer service within the required period. Thank you for your cooperation:
* Expedited Express: 30 days from shipped day
* Expedited Postal/Prioriy Line/Economy Air: 60 days from shipped day
* Postal service – tracking: 90 days from shipped day
If you need assistance, please Contact Us.