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Common queries answered

Frequently asked Questions

Generally it is 2-5 working days, if the goods are in stock. or it is 15-20 days if the goods are not in stock, it is according to quantity.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We do not accept any returned merchandise without order or shipped out over 30 days from receipt date.

As soon as the order is dispatched from our warehouse, you will be contacted via email confirming the shipping details. Non-registered users can track order status using the tracking information provided in the email. If you have a registered account on, you can track the status of your order in the Order History section. If you have any questions or have not received a confirmation email, please contact Customer Support.

Have questions about our products, an order you placed, or anything else? We’re here to chat live, respond to emails or phone calls, Monday-Friday 8AM-6PM EST. Our Customer Service representatives can help you with any questions you may have. Just click the round blue “Chat Icon” in the bottom right of your screen to get started!

If it’s before or after customer service hours, we’re not online to talk, but you can leave us a message in the chat window which we will respond to later, or you can always contact us with an e-mail.

Please contact us with click the round blue “Chat Icon” in the bottom right of your screen or respond to emails or phone calls immediately and we’ll do everything we can to update your order to ship to the correct address. However, depending on the status of the order and the shipping method, we may not be able to update your shipping address, re-route your package or ensure successful delivery of your order.

We strongly recommend that you review the details of your order to ensure the address information is correct before submitting the order; we cannot offer refunds or replacements on orders for which the incorrect shipping address was entered at checkout.

Yes, we deliver to every country.(except within Mainland China – we are export only). Different shipping methods are available for different countries.

When you order we will provide any necessary advice and assistance about importing to your country.

In some countries, importing bigger quantities of goods is restricted for private individuals and businesses. It’s your responsibility to comply with your country’s laws. Please check with your local Customs or local government website to see if importing requires any special licence in your country.

If you are located in one country, and want to ship to another country, this is also OK.

When shipping to some countries, we can accept bank transfer payment only, due to fraud prevention.

The countries or regions where we have completed the transaction are: Afghanistan, Albania, Algeria, Andorra, Angola, Antigua & Deps, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bhutan, Bolivia, Bosnia Herzegovina, Botswana, Brazil, Brunei, Bulgaria, Burkina, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Central African Rep, Chad, Chile, China, Colombia, Comoros, Congo, Congo {Democratic Rep}, Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Fiji, Finland, France, Gabon, Gambia, Georgia, Germany, Ghana, Greece, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland {Republic}, Israel, Italy, Ivory Coast, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea North, Korea South, Kosovo, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Montenegro, Marshall Islands, Mauritania, Mauritius, Mexico, Micronesia, Moldova, Monaco, Mongolia, Morocco, Mozambique, Myanmar, {Burma}, Namibia, Nauru, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russian Federation, Rwanda, St Kitts & Nevis, St Lucia, St Vincent & Gr/dines, Samoa, San Marino, Sao Tome & Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, Spain, Sri Lanka, Sudan, Suriname, Swaziland, Sweden, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad & Tobago, Tunisia, Turkey, Turkmenistan, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe etc.

We will pack according to different products, all the products can be packed in cartons, or you can choose the pallet packing.

Xinlun can be pressed on wooden cases. Land , air, sea transportation are available. UPS, DHL, TNT,  FedEx and EMS are all supported.

If the product you receive is not what you ordered, Xinlun will take full responsibility for returning and refunding the item in question.

Should this occur, Customer Support, selecting ‘Returns & Refunds’ as the contact reason. You will then be contacted in order to organize parcel collection, at no extra cost. Products are checked once they are returned to our warehouse and refunds are only made if the condition of the product complies to our return terms.

Refunds are processed within 14 days and are automatically made using the original payment method. You will receive a refund confirmation email via the email address indicated in the original order.

Our order fulfillment center aims to deliver all orders within specified delivery times. Unfortunately, for reasons beyond our control, deliveries may very occasionally be subject to delays.

When you log in, click My account to see Address, then you change your shipping address. You’d better let us know when you change your address. You can also email us to help you change that.

Email[email protected]
Phone number:+(0086) 13560411838  |  Mr.Han
Location: Room 613, No. 3 Complex Building, No. 1, Shatai South Road, Tianhe District, Guangzhou
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