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FAQs

**DUE TO THE RECENT DEVELOPMENTS REGARDING THE CORONAVIRUS (COVID-19), OUR INTERNATIONAL SHIPPING OPTIONS HAVE BEEN UPDATED. PLEASE REVIEW THE FAQ’S BELOW FOR MORE INFORMATION**

GENERAL

WILL THE CORONAVIRUS (COVID-19) AFFECT MY ORDER?

Currently, there has been little impact to this online store other than international shipments through DHL Express. DHL Express is experiencing delays delivering packages, particularly to countries that have been hard hit by Coronavirus (COVID-19). We will continue to update you should we anticipate any other impacts

CAN MY ORDER BE DELIVERED INTERNATIONALLY?

Yes! Through our partnership with Flow, we are excited to provide an enhanced international shopping experience. International shoppers now have the benefit of seeing product prices in their local currency, guaranteed order totals, cost-effective international shipping, and much more.

HOW WILL I KNOW HOW MUCH MY ORDER WILL COST?

In most cases your order total will be calculated at checkout, simply add the item(s) you wish to purchase to your cart and click “Checkout”. Flow calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse(s) in the United States to your selected international destination, as well as any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.

ARE THERE ANY ADDITIONAL COSTS THAT WILL BE DUE UPON RECEIPT OF MY ORDER?

Your order total will be calculated at checkout, simply add the item(s) you wish to purchase to your cart and click “Checkout”. Flow calculates and displays the order total in your preferred currency, including all shipping costs from our warehouse(s) in the United States to your selected international destination, as well as any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.

WHO SHOULD I CONTACT IF I HAVE QUESTIONS RELATING TO MY ORDER AFTER I HAVE MADE A PURCHASE?

Please contact us at zhucc992@gmail.com and We Company will gladly assist you with any questions relating to your international order.

CAN I PURCHASE OR REDEEM INTERNATIONAL GIFT CARDS?

Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally shipped orders.

WHAT IS YOUR RETURN POLICY FOR INTERNATIONAL ORDERS?

If for any reason you are not satisfied with your purchase, please contact us at zhucc992@gmail.com within 45 days from purchase date. Please put your name and order number in the subject line of your email, and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded (including duties and taxes). You will be required to pay for return shipping back to our facility. Refund amounts for returned items will be credited to you by the team in the same currency and using the same exchange rate as your original order once the goods have been received back at our facility.

PAYMENT

WHAT PAYMENT OPTIONS DOES BORDERFREE SUPPORT?

Currently, Flow supports Visa, MasterCard, American Express, and many local international payment options.

WHAT ARE MY INTERNATIONAL SHIPPING OPTIONS?

For our international orders we use DHL Express and you will be quoted a specific delivery window at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart. Orders placed on weekends or holidays will not be processed until the following business day.

HOW MUCH DOES INTERNATIONAL SHIPPING COST?

International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Flow international checkout based on the items you are purchasing and your shipping destination.

WHEN AM I BILLED?

Your credit card will be billed at checkout.

HOW MUCH DUTY AND TAXES ARE CHARGED ON INTERNATIONAL ORDERS?

Duties (or customs tariffs) are set by the destination country customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Flow supports. International taxes (such as Value Added Tax, or VAT) are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Flow international checkout.

SHIPPING

ARE THERE ANY ITEMS THAT CANNOT SHIP TO MY COUNTRY BECAUSE THEY ARE RESTRICTED?

If for some reason there are any items that cannot be exported from the United States or imported into your destination country selection, you will be notified during your shopping experience.

HOW CAN I TRACK MY INTERNATIONAL ORDER?

You will receive a DHL Express tracking number in an email and that will help facilitate the tracking of your package. For any questions, please reach out to zhucc992@gmail.com.