Orders:
Q1: What is your processing time for orders?
Orders are processed and prepared for shipment within 2 business days after payment confirmation (excluding weekends and public holidays in Hong Kong).
Q2: Can I cancel or modify my order after placing it?
You may cancel your order within 14 days of receiving the goods without giving a reason. However, please contact us immediately at info@lujcstore.online if you wish to modify or cancel an order that has not yet been shipped. We cannot guarantee changes once the order has entered the fulfillment process.
Q3: How can I check the status of my order?
Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to monitor your package's delivery status.
Q4: What is your return and exchange policy?
You have the right to return eligible items within 14 days of delivery for a full refund.
Items must be unused, in original condition, and in their original packaging.
Customized, perishable, or intimate items are non-returnable.
The customer is responsible for the cost and risk of return shipping. We recommend using an insured and trackable service.
For full details, please refer to our [Refund and Returns Policy].
Shipping & Returns:
Q5: Where do you ship from?
All orders are shipped from our logistics and fulfillment center in Hong Kong.
Q6: What are your shipping methods, costs, and delivery times?
Cost: We offer FREE standard shipping worldwide on all orders.
Processing: 1-2 business days.
Estimated Delivery Times:
Hong Kong: 2-5 business days after shipping.
International: 2-14 business days after shipping.
These are estimates. Delivery may be affected by customs clearance, local postal services, holidays, or unforeseen circumstances.
Q7: Do I need to pay customs duties or import taxes?
Yes, potentially. As the recipient, you are responsible for any customs duties, import taxes, VAT, or other fees levied by your country's customs authorities. LujcStore's prices do not include these charges, and we have no control over them. We recommend checking your local import regulations.
Q8: What if my package is lost or damaged in transit?
Damaged Package: If you receive a visibly damaged package, please note the damage with the carrier upon delivery and contact our customer service at info@lujcstore.online within 24 hours with photos.
Lost Package: If your tracking information shows no movement for an extended period, please contact us. We will initiate an investigation with the shipping carrier to locate your package and assist in resolving the issue.
Q9: What is the return shipping address?
Please ship returns to the address provided in your Return Authorization instructions. Our official return address is:
Linyi Lian’ou Building Materials Co., Ltd.
S03-1-112, Lushang Jinyuecheng,
Intersection of Linxi 5th Road and Jinqueshan Road,
Yinqueshan Sub-district, Lanshan District,
Linyi City, Shandong Province, China
Please note that this is a corporate/operational address for returns processing.
Payment:
Q10: What payment methods do you accept?
We accept the following secure payment methods:
Credit/Debit Cards: Visa, MasterCard, American Express.
Q11: What currency are the charges in?
All prices on our site and all transactions are processed in US Dollars (USD). Your bank or card issuer will perform the conversion to your local currency if necessary. The final amount in your local currency may vary based on their exchange rates and any applicable foreign transaction fees.
Q12: Is it safe to use my credit card on your site?
Yes. We use industry-standard SSL (Secure Socket Layer) encryption and comply with PCI-DSS security standards. We do not store your complete credit card information on our servers. All payments are processed through our secure payment gateway.
Q13: What should I do if my payment is declined?
If your payment fails, please:
Ensure your billing address matches the one on file with your bank/card issuer.
Verify you have sufficient funds or credit limit.
Contact your bank to authorize the international transaction (our charges are in USD from Hong Kong).
Try again or use a different card. If issues persist, please contact us at info@lujcstore.online.
Q14: When will I receive my refund?
Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed, and a credit will be automatically applied to your original payment method within 14 business days. The time it takes for the refund to appear on your statement depends on your bank or card issuer's policies.