FAQ
Related to Payment
① Is it safe to submit my credit card information on your website?
Yes, it is. We are proud to say that we have never had any issues with customer information security. Our website is equipped with advanced security programs to protect against hackers, and it is monitored and tested daily.
② Why was my credit card charged more than once?
If you receive an error message while trying to place an order, your credit card account may show a pending hold. This does not mean your account has been charged twice. It is a pending transaction that will automatically reverse itself.
We maintain a highly secure website for your protection. If you experience issues with your billing address, we suggest contacting your bank to verify the billing address they have on file. They may have multiple addresses recorded.
We have not charged you twice and do not have multiple orders for you. What you are seeing is an authorization, not an actual charge. Every time a debit card is used, it is authorized immediately, whether accepted or not. The authorization will disappear on its own.
If you prefer, we can fax your bank to confirm that we will not charge you. To do this, you must call our customer service with your bank’s fax number, your credit card information, and the name of the recipient. We cannot process this request via email.
③ When will my credit card be charged for an order?
Your credit card will be charged at the time the order is placed.
④ Why was my credit card charged if my order was declined?
We operate a highly secure website for your protection. If there is an issue with your billing address, we recommend contacting your bank to confirm the billing address they have on file. They may have multiple addresses recorded.
We have not charged you and do not have an actual order for you. What you see is an authorization, not a real charge. Every time a debit card is used, it is authorized immediately, whether accepted or not. The authorization will automatically disappear.
We will not process a charge. If you prefer, we can fax your bank to confirm that no charge will be made. To proceed, you must call us with your bank’s fax number, your credit card information, and the name of the recipient. We cannot process this by email.
⑤ Will my invoice include the price I paid for the items?
Yes. All invoices are sent with product details and prices included.
⑥ What credit cards do you accept?
We accept credit and debit cards with the Visa, MasterCard, Discover, or American Express logo. Please feel free to contact us if you have any additional questions.
Order & Shipping
① How will my order be shipped?
Orders sent with standard shipping will be delivered by postal mail.
PLEASE NOTE: Weekends, bank holidays and/or government holidays (no postal service), and major holidays are not considered business days.
② How long does it take to process and ship my order?
We strive to process orders as quickly as possible. If all requested items are in stock, it takes an average of 24–48 hours to process and ship your order.
This excludes specialty items (charms), which require an extended processing time of 7–14 business days before shipment due to high demand.
③ When are orders shipped?
Orders are shipped Monday through Friday. Orders are not processed or shipped on weekends or holidays.
④ What should I do if my order shows delivered but I have not received it?
Please contact customer service and inform them that although delivery has been confirmed, you have not received your order.
⑤ Why is my order status pending?
Your order status will appear as pending until it has been shipped. Please allow up to 24 hours for our system to update and reflect the correct information.
⑥ Why was my account charged but my order has not shipped?
One or more items you selected are temporarily out of stock. Your account was charged to reserve the item for your order.
If you would like to cancel the out-of-stock item and receive a refund, please contact customer service during business hours.
Refund Related
① Why hasn’t my refund appeared in my account (bank, credit card, etc.)?
Most refunds typically take 48–72 business hours to appear in your account after being released. However, refund processing times depend on your bank. You may contact your bank or card issuer to confirm that they have received the refund.
Other
① Do you ship internationally?
Yes, we are happy to serve customers worldwide, including the United States, Canada, the United Kingdom, Australia, and more.
You can select your country on the checkout page to see if it is available, or contact us for more information.
② Can I add something to my order after it has been placed?
Because we begin processing orders immediately after they are placed, we are unable to add additional items or modify existing items in your order. If you need assistance, please feel free to contact us.
Contact Us
Business Hours: 7:00 PM – 4:30 PM (EST), Monday to Friday
Room 605, No.10 Jinzhou North Road, Cangshan District, Fuzhou, Fujian, China
Tel: +86 15259155714
If you have any questions, please feel free to contact us at any time:
fulloveservice@gmail.com
