Frequently Asked Questions

Grandy Super Store

1) Why price shows different on shopping cart page and checkout page?

Kindly note the price in shopping cart is based on “ship from” and "ship to" country When you place order, the price is calculated based on your shipping address If receiver country is different, then price may be different.

2) How long does it take for my package to arrive?

It depends on which option you choose. Packages that are sent with by Standard Shipping usually take 15 to 45 working days, whereas Premium Shipping will provide an estimated delivery time from 7 to 15 working days. Note: the estimated delivery time will be updated based on the newest logistics information provided by our logistic partners.

3) How to change shipping address?

Before place an order You can add new shipping address and place order with it. Please use of Contact form on our homepage: and use subject: Urgent: Change wrong address for Order and Do include your order number. Before ship out the order Please contact us in time to update correct shipping address. Or you can cancel the order and place a new one. Your payment will be fully refunded within 3-20 days after getting supplier approval. After ship out the order After our supplier ships the parcel, shipping address could not be changed any more. Hope you will understand this. Usually, shipping companies will call the contact number on the parcel if it is failed to be delivered.

4) How do I know if my order has been shipped?

To check whether your order has been shipped, you can go to Visit "My Orders" , Find the order, and check the order status. 1. Awaiting Shipment: Supplier have not yet shipped it. You may wait for the shipment or contact us get more information. 2. Awaiting Delivery: Seller has shipped the order. You may check the tracking status and wait for the delivery. You can Track the parcel after goods is sent out.

5) Do I have to pay for customs and import taxes?

You may be charged customs duties and taxes for something you bought because: • Duties and taxes are typically not included in the price of the item, and might not be included in the overall shipping costs you pay to the seller. • When shopping with us, you are buying from our overseas suppliers. That’s why sometimes you will be asked to pay customs duty. The taxes may depend on where your order was sent from, the type of items you bought, their value and the weight of the package. Different countries may have different tax policies regarding specific products. It’s always best to confirm this with us or your local customs authority. You are responsible to clear VAT on all purchases made. This can be done through the VAT clearance procedure of your local customs authority in your country of residence. Please note: Customs duties and taxes are never covered by Grandy Super Store

6) What if the package is held by customs?

This is the answerAs buyer is obligated to do the customs clearance, please contact the local customs to know the detained reason first: 1. Importing tax/document is required. Please pay the tax/provide the document for customs clearance. 2. Document from supplier is missing. Please contact us to get the required document, and then clear the customs.

7) Refund/Return Policy:

We accept returns for exchange or refund 3 calendar days after delivery of the product. At our sole discretion after 3 calendar days, we will offer an exchange or store credit only unless noted that it cannot be returned or has a different return policy time period other than that 3 days (noted in that item's particular item description). After 3 days no returns are allowed. Original sales receipt must accompany returns. Special orders or custom orders are not returnable. All returns must be approved by us prior to being returned. Please submit your request through our homepage Contact Form and Subject: Dispute of goods received and write the reason for the dispute.

8) What hould I do to returning goods?

You may only return the goods after you have received an approved from us when you have sent us an email by using our Contact Form on our website (Subject: Dispute of goods received) Please return goods in 10 days (various based on different countries, please check information with us): Step 1: Please pack the goods with original package to make sure that it won’t be damaged in transit. Step 2: Check with us the return address. Step 3: Mail the goods with a traceable logistics service provider Step 4: Submit tracking number and logistics information to us.

) When will I get the refund after goods is returned?

This is the anOur Supplier will confirm receipt in 30 days after tracking information is provided by you, then refund will be returned to your account (in 3-20 working days)., Our dispute team will assist, if goods is not delivered to our supplier. Please be assured that the fund is guaranteed as we know how important your money is and we will make sure that the refund is handled accordingly. Usually, it takes 3-20 business days, varying with different banks, for buyers to receive the refund after the refund is successfully processed by our Supplier. You may check the order details to confirm whether the refund has been successfully processed, please feel free to contact your bank. The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made. If you use your Paypal Balance, then refund will credited to your Paypal Account Balance swer

10) Why is the received amount less than the refund amount on order page?

We would fully refund the agreed amount on order page. But there can be two scenarios in which you may receive less funds compared with the original refund amount: Scenario 1. The bank(s) charge commission fee after we transfer the funds. Scenario 2. The exchange rate has changed compared to that of the payment. If you receive less refund, you may contact your bank to check the above scenarios.
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