FAQ
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
- Quick checkout process
- Easily view your order status and order history
- Receive updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into an SSL-secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.
Is it safe to use my credit card on your website?
To ensure a safe payment procedure, our website uses a credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256.
Is my personal information kept private?
Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law?
How do I place my order?
To place an order:
- Finish adding items to your shopping cart
- You may choose to process through our website checkout or PayPal.
- If you wish to continue through our website checkout, please click on the “Checkout” green button located on the right side of the screen.
- If you wish to continue through PayPal, please click on the PayPal button
- You will be transferred to our Customer Information page. You will be prompted to enter:
- Email address
- Name
- Address
- If you have a valid discount code, you may enter it in the " Discount" field located on the right side of the screen. Be sure to click on the "Apply" button to have your discount calculated and applied to your order.
- Continue by clicking “Continue to Shipping Method” Please make sure you have input the delivery address correctly (if different from your billing address.) Once everything is completed, click on “Continue to Payment Method”
- You will need to enter your payment details. You will have the option of indicating that the shipping and billing details are the same, if applicable.
- Once you have completed the form, click on the "Complete Order" button. You will be brought to a screen that provides an order summary together with an on-screen order confirmation, as well as a second confirmation via e-mail.
Should you encounter any difficulties during the checkout process, please feel free to contact our customer service department by sending us an email at support@mykoyee.com.
How do I view what’s in my shopping cart?
To view the contents of your cart, click on the Cart icon located at the top of the website page. Once you click on this icon, you can easily change the quantity you want to purchase of any item in your cart by updating the quantity listed. You can also delete any item in your cart by clicking the “Remove” link at the bottom of the quantity listing.
How do I use a discount code?
To use a promotional code, please follow these steps:
- Choose the item you want to order and then click the "Checkout" green button
- You will then be transferred to our Customer Information page on the next page, fill in the corresponding information needed
- You will see a “Discount” field on the upper right-most of the page
- You need to input the discount code and then click apply. You need to verify if the discount has been applied and is valid by seeing it applied on the breakdown listed below.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
How do I set my shipping address?
Since our website and service are based in English, all the information that you typed in is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use similar English ones instead. For example, you may change the letter "?" to "c".
What payment methods do you accept?
We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
How do I know that my order has been successfully submitted?
You will receive an email confirmation containing the Order Number and details of your purchase.
When will my order be processed?
We process orders between Monday and Saturday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after we have shipped your order.
When will my order arrive?
The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.
I would like to change the items ordered. What should I do?
Amending your order is allowed on or before 11:00 pm (PDT, -7 GMT) on the same day from the order being placed. You may contact us via support@mykoyee.com.com to request for change.
How can I change or cancel my order?
Please note: The order cannot be changed or canceled if it has been shipped out of the warehouse or the order is already in transit. Please contact support@mykoyee.com before changing or canceling your order. Customer service will serve you in real-time and guide you through this step.
Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.
What if items are missing or incorrect products when I receive my order?
For missing or wrongly shipped items, please contact us at support@mykoyee.com. Please quote your transaction reference number (Order #) and provide us with proof (image file size should be below 1MB). We will be more than happy to reship you the correct item at no extra cost and we will not ask for the item that was wrongly sent to you back! You may keep it as a gift from us.
What is your return & exchange policy?
Please refer to our Return Policy relating to returns.
Our customer service is open 24/7. We will reply to your inquiry as soon as possible.
How to return your item?
You may contact us at our support channel support@mykoyee.com for more information.
What is your cancellation policy?
Cancellation of order is allowed on or before 11:00 pm (PST， UTC-8) on the same day. After that time, cancellations will no longer be entertained. You may contact us via support@mykoyee.com to request cancellation.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.