PLACING AN ORDER
Do I need to create an account to place an online order?
No, you can place an order directly without creating an account. However, an account has various advantages such as faster checkout process for future purchases and clear record of pending or completed orders.
Please feel assured that we do NOT share your information within your account with third parties. For more information, please view our Privacy Policy.
Can I modify or cancel my order after it has been placed?
You can only cancel/change your order up to one hour after the order is placed. Once we have shipped your package, you may simply return the items you unwanted by following our Return Instructions.
For further assistance, feel free to reach out to our support.
Can I combine promo codes?
Please note that the promo codes can only be used once and cannot be used in combination.
What should I do if I did not receive a confirmation email?
Our order confirmation email is sent out automatically by our ordering system. If you did not receive an Order Confirmation email and you are certain that you entered a valid email address during checkout, you may want to check your SPAM mailbox first.
If there is no relevant email, please contact us at support@shenxiucaps.com to confirm whether or not the order went through. For your convenience, we strongly recommend creating an account with us so that you can log in to keep track of your orders.
How do I check my order status?
You can check the status of your order on our website by clicking Track Your Order.
You can also check it from the shipment details email we send you when items you ordered have been shipped.
If there are any questions, please contact support@shenxiucaps.com with your order ID, we'll be in touch in 24 hours and provide specific order status information.
Why was my order canceled?
We are sorry that if your order was canceled it's likely that the item you purchased is currently out of stock. Please feel assured that you will not been charged for this order.
DELIVERY
What shipping methods do you offer?
We offer Standard Shipping and Expedited & Express shipping methods, so you can choose the shipping method that meet your needs. For more details, please review our Shipping Policy.
When will my order ship?
Orders are generally processed within 1-2 business days of purchase. You will receive an email with tracking information when we have fulfilled your order. Delivery depends on the selected shipping method.
For more details on estimated delivery times, please review our Shipping Policy.
How do I track my package?
You can find your tracking number on your shippinng confirmation email. If you’re having trouble finding this email, please feel free to reach out to support@shenxiucaps.com Or you can also click Track Your Order on my web to track your package.
My order was delivered with only some of my items, what do I do?
We may have shipped your order separately as the goods are in different warehouses, please check the status of each package in the shipping details email we send to you.
If you do not receive all the items, please contact support@shenxiucaps.com with your order ID and the missing items, we'll be in touch in 24 hours and resolve your matter.
What should I do if I never received my order?
Generally, we need 1-2 business days to process and ship your order. Once we have fulfilled your items, a shipment details with tracking number will be sent to your email address. If you do not receive the email, please verify your email address and shipping details were correct.
For further assistance, please contact us at support@shenxiucaps.com with the order number and we'll be happy to help.
Can I have my order redirected to a different address?(shipped)
We are sorry that we can only change your order address while the order is not shipped. Once we have shipped your package, you may simply return the items you unwanted by following our Return Instructions.
RETURNS
What is your return policy?
Shenxiucaps only accepts returns within 14 days since their delivery date and we currently are unable to offer a free returns service.
Items must be returned unworn, unwashed, undamaged, and with all original packaging and tags attached. Please note that items marked as flash sale, final sale and special sale are not eligible for returns or exchanges unless there is a quality issue.
* Please note that we do not accept returned items that have been sent back without proper return requests.
How do I make a return?
please contact us via Support, we’ll be in touch in 24 hours and provide return instructions.
Which items couldn't be returned or refunded?
We gladly accept returns within 14 days’ timeframe since their delivery date. For the items that couldn't be returned, please check below.
1) Items over our 14-days limit
2) Used, worn, soiled or altered items
3) Items on flash sale, final sale and special sale cannot be returned
Should I pay the shipping fee if I return the items?
On a preference-based return, we currently are unable to offer a free returns service, so return shipping fee would be made at your own cost.
When will I receive my refund?
Once we receive the return package and determine that it's eligible for a refund, it will take up to 3 business days for us to process the refund. The refund for returned items will be issued to your original form of payment within 10 business days. If you couldn't receive the money in time, please feel free to contact us at support@shenxiucaps.com.
My order arrived wrong or damaged. What should I do?
We always want to ensure that we get you all your faves! If we made a mistake or sent the wrong item, please don't worry - we'll make it right!
Within 2 business days of receipt, please click the support to contact us, we’ll be in touch in 24 hours and provide further instructions.
What if I want an exchange?
For our exchange process, if the items are not fit, you can return the order and place a new one.
We accept exchanges under the following conditions:
1) The order is within 14 days since its delivery date.
2) Items must be returned intact with all original packaging and tags attached.
3) Items on Flash & Final Sale can not be exchanged.
For the specific exchange instructions, please click the support and contact us, we will be in touch in 24 hours to help you complete the exchange.
* Please note that we do not accept returned items that have been sent back without proper return requests.
How can I get in touch with you?
We value the real feelings of our customers and want to build a good connection with you. Your feedback and suggestions can truly help us improve the quality of our products and services.
You can submit a ticket by clicking on Contact Us in the footer of our website to enter your inquiries and suggestions.
You can also contact us by emailing us directly at service@shenxiucaps.com.
Either way, we will get back to you within 24 hours to answer your inquiries and concerns.