How do I check the status of an order?
Once your order is packed and shipped, you will get a notification with your tracking information.
How fast is the shipping & fulfillment?
You will receive an email that contains tracking information once your item(s) have been shipped – please allow a couple days for processing. Once shipped, most domestic orders take anywhere from 7 to 15 days to arrive depending on the efficiency of your local postal service.
In some cases, backorders do occur which can delay the process. Our goal is always to ship it out to you as soon as possible. You can expect to receive a notification that your order has been packed within 5 business days. !
How much is the shipping?
We offer free shipping to US, Canada, Europe and Japan. As for other countries/regions, please contact us for shipping rate before placing order.
Do you ship internationally?
Yes, Acenew will ship internationally as long as your country/region is within the courier service range.
What if my order is lost in the mail?
For packages lost in transit, all lost in mail claims must be submitted to email@example.com no later than 7 Calendar Days after the estimated delivery date.
We will cover the costs of shipping a replacement order for you if it is confirmed that the shipping address you provided was correct. It would also be good for you to get in touch with your local post office to try locating the lost order.
Keep in mind that if the tracking information states an order was delivered but you think you have not received it, we will NOT take responsibility and reship that order. In that case, any replacements would have to be at your expense.
My order shows it's been returned to sender, what is going on?!
If the tracking information was correctly delivered to you but it was unclaimed, shipments that go unclaimed are returned to us.
New shipping charges will be applied for orders that have been unclaimed or had an incorrect address originally provided.
I forgot to use a discount code on my order
We understand that these things can happen. The good news is that you can use your code for your next order. Orders that have been placed cannot be changed.
How do I enter a discount code?
To get claim your discount, you have to hit the "Checkout" button and the discount code section will show beneath your ordered item
How do I cancel my order?
If you need to change or cancel your order, please CONTACT US immediately. Once our warehouse has processed your order, we will be unable to make any changes.
Why was my order cancelled?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent.