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Help

 

1. How can I review my previous orders?

You can view your past and current orders by logging into your account. Your buying history had been kept in your account. After you log in, you will see all your history orders. For some items kept in shopping cart, you can go straight to “Check out” to finish payment or just delete them and buy others.

2. How can I change my account information?

To modify your account information, please sign in to our website and visit your control panel. You can modify your information there.

3. Will my private information be kept confidential?

We store any information you enter on our website. You can choose not to provide certain information, but you might not be able to take advantage of our site’s features. We use these information that you provide for such purposes such as responding to your requests, fulfilling orders, customizing future shipping for you, improving our store features, and communicating with you and so on. We thank you for your trust and we can assure you that all your personal information will be kept completely confidential. We won't release your information to other people for any commercial profit. For more information on our privacy policy, please visit our dedicated Privacy Policy page.

Order

1. What is the shipping cost to my country?

The total amount differs according to the weight of your goods and the courier you choose. So please place a trial order on our website and our system will give you pricing details for your order.

2. What is your current online inventory?

Our online inventory numbers are adjusted in real time. It shows the amount of items we have in stock at that moment.

3. What does my order status mean?

Here are all different order status categories,

Pending Payment

Payment not clear

Payment completed

Shipping pending

Have shipped

And you can find the explanations as below:

Pending Payment

This status indicates that you have attempted to check out an order and selected Bank Transfer (or wanted to send payment by PayPal) but we have not received your payment. If you sent money by bank transfer, please allow three working days for the banks to complete the transfer.

This status sometimes means that we have received your PayPal payment and we have to check your order into our system (usually processed within 1 working day). Orders on our website are processed from Monday to Friday, not including Chinese public holidays.

Payment not clear

This means you have checked out your order and opted to pay by PayPal, but you haven't paid yet. Alternatively, you may have paid by PayPal through your credit card or your bank, so it will probably take 4 business days to clear. If you have completed a PayPal payment, but we have not changed the order status, Please email us so that we can handle it on time.

Payment completed

This means we have received payment for your order, and are now preparing your parcel for shipping. For most customers, this will be quickly approved and the order status will switch to shipping pending.

Shipping pending

This means we are processing your order for delivery. This stage includes quality control checking as well as adding relevant accessories and dealing with any special labeling requests etc. This stage also includes completing a packing list, packing the goods, labeling the packages, completing the courier waybill or other delivery steps, and producing delivery invoices.

After this stage is finished, your order will be sent out and the status will change to "Has shipped”. Average processing time in this status stage is 5 days. If 7 days have passed and you order status hasn’t changed, you are welcome to email us for an update. Please note if you are ordering large quantities of a product or a specialist product, you may need to allow more time for processing.

Has shipped

This means we have already dispatched your packages. After one working day in this status, we will obtain the tracking number from the courier and inform you by email. Please allow 2-5 days for delivery to your address (depending on your location), and check with the courier company first using the tracking number if you are unsure about the delivery status.

Other order status types

- Pre –order means the items you ordered is out of stock now and we will try our best to restock it as expeditiously as possible.

- Refunded means we have refunded your whole payment and we will include comments to explain. Please allow three working days for PayPal to process the money.

- Cancelled means your order is not being processed, for reasons that may be noted in the order status comments.

If you are unsure about the meaning of your order status or you think there is some mistake in your order status, or your order has been in processing for too long, you can email us referencing your order number.

Payment

1. What payment methods do you accept?

We currently support PayPal as payment method.

We recommend you use PayPal, as it is the easiest and safest method of secure online payment. You can find more information regarding PayPal and their available options by visiting http://www.paypal.com where you can also register for a free account.

Please not that if you plan to place an order that exceeds USD 1500, please contact us in advance. You will also be required to pay via Bank Transfer.

Please contact us if you want to make payment via other payment methods.

2. Can I pay by sending cash or cheque?

Never send cash or cheques through the postal system. We do not accept this as a method of payment and will not be held liable for any cash or cheques that go missing in the postal network.

3. Does your price include shipping costs?

Our product prices do not include shipping costs. These are automatically added during Checkout.

4. Do I need to pay VAT or sales tax?

We do not add any taxes to the price of product. What you see on the invoice summary on the final checkout screen is the total you need to pay.

Possible additional costs to you may include:

- bank transfer charges;

- PayPal transaction fees.

- import duties that are levied at customs.

Please note that if you are re-selling (or drop-shipping) goods from us, it is your responsibility to ensure you are abiding by the tax (and other) regulations for selling goods in your home country and the destination country.

Please note that if you are drop-shipping to end customers, it is your responsibility to let them know about any taxes they may have to pay when receiving goods from the courier.

Taxes, Customs, and Duties

We don't add taxes, VAT, or other hidden charges. You pay us what you see on the order screen, i.e. goods subtotal + shipping cost.

HOWEVER, in most countries in the world you have to pay taxes on imported goods.

Sometimes goods under a certain value, or in certain categories, do not incur taxes.

In some countries the rules are often applied differently in different places, and sometimes rather arbitrarily.

We are a Chinese website, therefore anything you buy from us is going to be imported as far as your customs are concerned.

Unfortunately there is no way for us to know the rules, regulations, customs, traditions, practices, loopholes, schemes, systems, paperwork, codes, laws, or rulings of any country. So we will not offer advice about taxes in your country.

As a buyer, it is your responsibility to find out that information before you order.

If you have to pay import taxes and/or additional duties and sales taxes (e.g. VAT in the UK) then you would have to pay that to the courier upon receipt of the package(s) from China. Unfortunately, we can't calculate this for you and there is no way to prepay it. If you are drop-shipping or sending a gift to someone, please make sure they are aware of the possibility of having to pay taxes when receiving the goods.

Please find out as much as you can about your import taxes in your own country before completing your order.

If you find out information about the import tax situation in your country, and you believe there are ways for you to minimize the taxes you have to pay (or eliminate the taxes altogether), WE ARE MORE THAN HAPPY TO FOLLOW YOUR INSTRUCTIONS regarding labeling, packing, declarations, invoices, etc. Just tell us what you need and we will let you know what we can do to help.

If you don't tell us anything, we will state on the shipping waybill the "China Nominal Retail Value" and the goods will be declared as Samples or Gifts. In many countries, this still means you're going to have to pay a tax to the courier when you sign for the goods.

If you have feedback or useful information regarding import regulations and taxes in your country, please tell us. It will help other customers.

2. How much tax do I need to pay?

Please note that all import taxes / duties are the buyer’s responsibility.

We will accept no responsibility for customs costs incurred.

Many countries do not charge import duties on private items, samples, and goods below a certain stated value.

However, you may find that you have to pay taxes when goods you’ve ordered from us arrive in your country.

Obviously, you will want this to be as low as possible, but we CANNOT give you advice or information about tax rates and customs charges in your country.

You must find out regulations in your own country before ordering from us. In most countries the actual origin of the goods (China) is not important, only the declared value of the goods and declared contents is relevant.

Let us know if you have any special packing or labeling instructions when placing your order.

3. Can you declare $ X for my order to avoid import taxes?

Question: "I am in [COUNTRY]. If the order is declared over USD [TAX THRESHOLD] then I will be painfully taxed. Can you help me by declaring the goods at [VERY LOW VALUE]?"

First, we will do our best to help you with import regulations.

If you have special instructions for the waybill and invoice declaration on your orders, you need to tell us these instruction (just email us).

Can we always declare a low price? Like, under $30?

The answer is NO, NOT ALWAYS, because your order value may be much higher than this and declaring that low value would not be feasible.

Provided the value of your order / type/ quantity of the items is suitable for a declaration under $50, we will do our best to help you with this.

If you need advice about whether a particular declared value is deemed possible, you can check out an order. We will consider how much we should declare to you local custom.

4. I live in Brazil. Are you aware of the special postal regulations in my country?

Our customers in Brazil have informed us that companies importing anything to Brazil are supposed to state their "CNPJ" number, and individuals are supposed to state their "CPF" number on invoices.

If you want us to ship your order to Brazil, please make sure you give us the correct "CNPJ" or "CPF" number, so the package can go through customs smoothly.

Shipping and Delivery

1. When will my shipment be arranged?

After we receive payment confirmation, delivery and shipment will be arranged within 2 business days. Shipping will also be arranged by then.

2. How can I check my shipping status?

Customers will be informed by our customer service email system once the goods are shipped from our customer service by our email system .Also, you can login to your account to check the shipping status.

You can track the progress of your packages using tracking number provided by us.

For DHL, please refer to www.dhl.com

For EMS, please refer to www.ems.com.cn/english-main.jsp

For TNT, please refer to www.tnt.com

For UPS, please refer to www.ups.com

If you still have other questions, please email us at: sales@willgoo.com.

3. How can I ensure that my customers receive the order?

It is very important for customer to provide us the delivery details and exact recipient address. Please check carefully that the address you provided us is complete and accurate.

4. How much is the shipping rate?

Shipping rates will be calculated by our system according to the customer‘s order and the carrier’s rate policy.

Please note that the size, the weight of package, and the place of destination are the main determinants of the shipping cost.

 

Exceptions:

a. DHL Remote Area Fee:

Please check your shipping address here with your zip code: http://remoteareas.dhl.com/jsp/first_main.jsp. We will notify you if your address is listed as a remote area, and an extra $20 will be required from DHL before transfer.

b. UPS Remote Area Fee

Please check your shipping address here with your zip code:

http://www.ups.com/content/us/en/shipping/time/service/eas_download.html?srch_pos=1&srch_phr=remote+area .The extra fee is dependent on the specific location.

5. Where can you ship the goods to?

Our shipping range is worldwide.

Please note that for some special destinations, there may be a special rate asked from the carrier accordingly .It is best for customers to check the specifics of their own location before placing an order.

6. My goods are damaged, what should I to do? Can I return them? Is there a warranty?

If the courier is still at your doorstep:

You should refuse to sign for the parcel. The carrier will then take the damaged item and return it back to us. Once tracking shows the item as being refused, you can contact us and we will issue a replacement or a refund for you.

If the courier has left your location:

Immediately contact the carrier to alert them about your situation. At the same time, you should contact us to report the situation. Details such as: package condition, how it was received (left at front door, signed for), description of the nature of the damage, etc. are very needed for our inspection.

DO NOT discard any of the shipping box or packing materials.

DO NOT discard the product itself. (It may be necessary for the carrier that delivered the item to return to do an inspection report on the damage).

DO NOT simply ship the item back to us. Taking this action may result in a denial of a damaged item claim in accordance with shipping carrier claims guidelines.

Note:

1. All returned goods must be in their original packing with all original accessories, manual instruction and any other original documentation. For the software items, opened packaging is not acceptable.

2. All return shipping charges must be prepaid and will not be refunded.

3. Our warranty is valid for 6 month, however it does not apply to physical damage.

4. We understand that goods might be returned when customers change their minds. Merchandise can be exchanged for the same item. If you are exchanging items of lesser value, the difference will, of course, be refunded. If you are exchanging items of greater value, we will contact you to arrange for the additional payment. All parts, accessories, and documentation must be returned for exchanges.

After Sales Questions

1. Do you have a guarantee or warranty?

Yes. all products come with a 6 month warranty (for return and repair/replacement) which begins 10 days after the shipping date for orders sent via priority mail, and 20-25 days after shipping for orders sent via HK Air mail. For some items, the manufacturer may provide a warranty over 6 months, we are happy to honor this warranty as well.

2. What are your return and refund policies?

If you experience any problems with a product bought from us, please contact us at your earliest convenience and we will do our best to advise you.

If a product has a manufacturer's quality defect that causes the device to be unacceptable for sale or general use during these 6 months, we will accept a return or repair the item or replace it with an identical product

Any returns must be authorized by us before they are sent back. Any unauthorized returns will be rejected. This policy is in place to ensure that they are returned with the correct packaging and paperwork.

Any items returned MUST be sent together with their original packaging and accessories unless an exception is agreed upon made in advance with us.

Any shipping charges incurred while returning an item to us must be paid by you and can not be compensated.

Any physical damage inflicted by the end user will invalidate any warranty. Opening products up (eg. to attempt to repair or modify internal components) will also void the warranty. Flashing firmware or using non-approved software may also invalidate the warranty.

3. Can I get my full refund if I cancel my order?

Orders will be refunded in full without any deduction of restocking fees in the majority of cases. In particular, when an order is cancelled or refused during the initial order checking process, the full payment will be refunded within three business days. However, if the cancellation is requested after the parcel has been prepared and shipping has been arranged, then 3% will be deducted.

In the majority cases in which a customer requests a cancellation and refund during the time an order is in processing a full refund can be made without the deduction of any restocking fees or other fees.

Additional charges may be deducted from refunds in cases where goods have been shipped overseas and are returned for reasons beyond our control, as a result, we incurs return shipping charges and China import duties and taxes, as well as further domestic shipping expenses.

If the consignee refuses to accept receipt of goods because they have changed their mind on the purchase, or because they do not accept paying their own country's import duties and taxes, or for similar reasons beyond our control, we will deduct from the refund all of the expenses incurred in returning the goods to us in China. For this reason it is particularly important for customers to be aware of import regulations in their own country. It is the responsibility of the buyer, not us, to find out full information about import regulations and taxes in the consignee's country, in advance of placing a payment for an order.

4. What to do if I received a defective or incorrect product?

If an item becomes defective due to manufacturer’s defects, we will offer a repair service. Any shipping charges incurred when returning an item to us must be paid by you and can not be compensated.

If you received the wrong product, please contact us and we will ship you the correct item. Please read our Return Policy for directions on returning an item. Upon receipt of the incorrect item, your previous order will be processed at no additional cost to you.

5. Who can help me if I have problems in using the product?

Please kindly check the English manual that comes with the product, or check for online manuals or blogs for advice. If you still can’t work out the problem, please email us for help.