FAQ‘S

The following frequently asked questions can help you understand our products, order processing, delivery, returns, refunds, and customer service. If you still have questions, please feel free to contact us.

1. What products do you sell?

We mainly offer handcrafted-style fan products, including folding fans, bamboo fans, decorative fans, wall fans, and related items suitable for daily use, home decor, or gifting.

Because some items are handmade or hand-finished, each product may have its own unique texture, color tone, and details.

2. Will the product look exactly like the photos?

We do our best to make sure product photos and descriptions accurately show the appearance, color, size, and material of each item.

However, due to lighting, screen display differences, and the natural characteristics of handmade products, the actual item may have slight variations in color, texture, pattern, shape, or size. These small variations are not considered defects.

3. How long does order processing take?

After your order is confirmed, orders usually require 1-3 business days for production, inspection, and packing.

Business days do not include weekends or public holidays. Processing time may be slightly longer during high-volume periods, holidays, or special circumstances.

4. How long does delivery take?

After your order has been processed and handed over to the shipping carrier, the estimated delivery times are:

- Orders delivered to the United States: 7-15 business days;
- Orders delivered to other countries or regions: 10-20 business days.

These delivery times are estimates only. Actual delivery times may vary depending on the destination, shipping carrier, customs clearance, holidays, weather, or other factors beyond our control.

5. Do you offer free shipping?

We offer free shipping for eligible orders.

If free shipping is shown on the product page or at checkout, you will not be charged an additional shipping fee. The final shipping information will be shown at checkout.

6. Will I receive tracking information?

Once your order has been shipped, we will send you a shipping confirmation by email. If a tracking number is provided by the shipping carrier, we will include it in the confirmation.

Please note that tracking information may take some time to update. If tracking does not update immediately, please allow additional time.

7. Do I need to pay customs duties or import taxes?

Depending on the delivery destination, shipments may be subject to local customs procedures, import duties, taxes, VAT, or other local charges.

Any customs duties, import taxes, VAT, or similar charges required by the destination country or region are generally the responsibility of the recipient, unless otherwise clearly stated at checkout.

8. Can I change my shipping address?

If you notice an address error, please contact us as soon as possible.

Before the order has shipped, we will do our best to help update the address. Once an order has shipped, we may not be able to change the shipping address. Please make sure your name, street address, apartment or unit number, city, state/province, postal code, country/region, and phone number are accurate and complete before placing your order.

9. What should I do if my item arrives damaged or does not match my order?

If the item is defective, damaged during shipping, has a quality issue, or does not match your order, please contact us within 48 hours after receiving the item and provide your order number, a description of the issue, and clear photos.

Once the issue is confirmed as a quality issue, wrong item, or shipping damage, we will provide a free return, exchange, or refund.

10. Can I return an item?

We accept return requests within 30 days from the date you receive your order.

To be eligible for a return, the item must be in its original condition and must not be damaged, stained, altered, or misused. Accessories, packaging, manuals, and free gifts, if any, should be returned together with the item whenever possible. A valid order number or proof of purchase is required.

11. Can I return an item for personal reasons?

Yes. If you wish to return an item for personal reasons, such as changing your mind, ordering the wrong item, choosing the wrong size, or no longer needing the product, we accept returns within 30 days.

Return shipping costs for non-defective returns are the responsibility of the customer. We do not charge a return handling fee or restocking fee for eligible returns.

12. Which items may not be returnable?

Returns may not be accepted in the following cases:

- The return request is made after the 30-day return window;
- The item has been damaged, stained, altered, misused, or is missing major accessories;
- The item is customized, personalized, or clearly marked as non-returnable;
- No valid order information or proof of purchase can be provided.

13. How do I request a return or exchange?

Please contact our customer service team by email first and include the following information:

- Order number;
- Name or email used for the order;
- Reason for return or exchange;
- Photos or details of the issue, if applicable.

We will reply with the return address and return instructions. Please do not send any item back before contacting us and receiving the correct return address, as this may delay or prevent return processing.

14. How long does a refund take?

After we receive and inspect the returned item, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 5-10 business days. The actual posting time may vary depending on your bank, card issuer, or payment provider.

15. How should I care for fan products?

We recommend storing the product in a dry, well-ventilated place and avoiding prolonged sunlight, moisture, pressure, or contact with sharp objects.

For cleaning, gently wipe with a soft dry cloth. Please avoid bending, pulling, or using strong cleaning agents, as this may affect the fan surface, ribs, or decorative details.

16. How do you protect my personal information?

We collect and use your information only as needed to process orders, arrange payment and delivery, provide customer service, handle returns or exchanges, improve our services, and comply with applicable requirements.

We do not sell your personal information. Payments are usually processed securely by third-party payment service providers, and we do not directly store your full credit card number or complete payment account details.

17. How can I contact you?

If you have any questions about products, orders, delivery, returns, refunds, or privacy, please contact us:

Email: