If you need to cancel your order, please do so within 24 hours to receive a refund.
Contact us at [email protected] to cancel your order immediately. Please provide us with your order details, including the order number and the receiver's name or email address. Your refund will be processed, and a credit will be applied to the original payment method within 3-7 business days.
If any shipment is not fulfilled or shipped out after label creation, orders that exceed 10 business days can choose between order cancellations or refunds.
Order Cancellation after Shipment
If you need to cancel your order after 24 hours of placing it but before the item is delivered, you will receive a refund minus a recall fee, (The recall fee for DFE is $40, recall fee for AU post is $12.5). After we have received the returned item, a refund minus the recall fee will be credited back to your original payment account within 3-7 business days.
Returned Item
If you need to return an item, you can request a return label from us. Please notify us in advance of your return and provide us with images and videos of the product and the package box. This will help us anticipate the return and provide a smoother return process.
Defective Item
If you believe you have received a defective or faulty product, please contact us immediately at [email protected] before returning the item. We are committed to resolving the issue as quickly as possible and will assist with troubleshooting, repairing, or replacing the item. Please do not attempt to fix or modify the item yourself, as this may void any applicable warranty or return policy.
Received the Wrong Item
While we follow careful order-picking procedures to ensure accuracy, there may be instances where you receive the wrong item. If this happens, you can choose to keep the incorrect item with a partial refund or request the correct item. If you decide to request the correct item, we may offer you a free return shipping label. Please get in touch with us at [email protected] and provide your order details, and we will assist you with the next steps. Upon receiving the returned item, we will send you the correct item or issue a refund, as requested.
Item Damaged During Transit
If you receive an item damaged during shipping, please reject the delivery immediately and contact us at [email protected]. We will work with the shipping company to expedite a replacement order. Alternatively, you can request a refund after we've submitted a damage claim with the shipping company and received confirmation. Please provide us with images and videos of the damaged product and package box, as we may need them for the claim process.
Missing or Lost Item
If you suspect your package is missing or lost, please get in touch with our customer service team at [email protected] with your order number and tracking number. We will initiate a lost package claim to help recover your missing or lost package. Please note that the process may take up to 7 days to receive a formal confirmation from the shipping company.
Refund
When you place an order online, we authorize your credit card to ensure sufficient credit is available. Refunds can only be processed using the original payment method. Depending on your credit card provider, it may take up to 10 business days for the refund to be reflected in your account.
Protection Services
Please note about protection services: Optional shipping and warranty protection services purchased at checkout are provided by our third-party partner, Seel, and are non-refundable after 24 hours of order fulfillment. These protection services are separate from and supplement Costway’s standard shipping and return policy with additional benefits.
If you purchased protection and need to file a claim, please visit resolve.seel.com/costway. Protection benefits may include coverage for delayed, damaged, or lost shipments, and other benefits as outlined in your protection terms. For questions about protection coverage before filing a claim, please review your order confirmation email for specific protection terms.
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