FAQ

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 through 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 said of the screen. Be sure to click on the "Apply" button in order to have your discount calculated and applied to your order.
Continue by clicking “Continue to Shipping Method” button. Please make sure you have input the delivery address correctly (if different from your billing address.) Once everything is completed, click on “Continue on to Payment Method”
You will need to enter in 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@acewonders.com

What if there are items missing or incorrect products when I receive my order?

For missing or wrongly shipped items, please contact us at support@acewonders.com Please quote your transaction reference number (Order #) and provide us with a proof (image file size should be below 1MB). We will be more than happy to reship you the correct item with 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.

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.

I would like to change my items ordered. What should I do?

Amending your order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day from the order being placed. You may contact us via support@acewonders.com to request for change.

When is my order delivered?

Orders are processed and verified within 24 hours. After the orders are verified, our warehouse team will prepare the package and ship it to the courier. This process can take 1-3 business days. If you put wrong address, please inform us as soon as possible within the first 24 hours after you placed order, before it is processed to ship to the courier.

After the package is shipped into courier, we enter the tracking number into our system and you will get notification email with that tracking information. Once our system check the tracking number and it is verified (usually this will take 2-4 days), you will get notification email with subject “Order #xxxxx is shipped from Acewonders Warehouse”. We expect you will receive the product between 1-2 weeks from this email notification

Once the package is at your local post office and they ready to send the package to your address, you will get notification email with subject “Order #xxxxx is out for delivery”. We expect you will receive the product within 1-2 days from this notification.

Once the product is delivered, you will get confirmation email with subject “#xxxxx was delivered”. If you receive this email and did not get the product, please kindly contact the courier as soon as possible. Provide your tracking number to the courier service.

How long will my order take to be delivered?

Shipping to USA:

Order processing: 2 - 5 Days
Domestic Insured Shipping: 10-20 Days – $5.95

Note: The items you ordered will reach you within 25 days for Standard Shipping

Shipping to Worldwide:

Order processing: 2 - 5 Days
Worldwide Insured Shipping: 20-30 Days – $6.95

Note: The items you ordered will reach you within 35 days for Worldwide Standard Shipping

How can I track my order?

We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package or you can go to Track My Orders menu. Please note that the tracking information will be displayed 2-5 days after you receiving that email.

When will my tracking information appear?

You should see tracking events within 3-5 days after you have received the tracking number/ID. If your tracking number isn't working, please wait a few more days and try again. In most cases, your order is on the way, but the system information is delayed due to the global crisis.

Why can’t I track my order?

Please note that the tracking information will be displayed after 2-5 days after being updated.

For the first time, it may take a few minutes to get the information from the carrier. Therefore, sometimes you can not find information about your package, please track it again later.

Why is my shipment status unchanged?

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.

Why I have to pay fee for shipping company for receiving my order?

When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.

We often declare this as a gift below order value, so you do not need worry about this.

How do I add items to my cart?

To add items to your cart:

Navigate to the page of the item you are interested in and then choose your preferences of the item. When you click the “Add to Cart” button, you will be brought to your "Shopping cart" page.
Enter the quantity of the item that you would like to order using the "Quantity:" field next to the image of the item. After you have entered a quantity, you can continue shopping or choose to complete your order.

How do I view what’s in my shopping cart?

To view the contents of your cart, click on the Cart icon located on the top of the website page. Once you click on this icon, you can easily change the number of 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 to the bottom of the quantity listing.

How do I remove items from my cart?

First, click on the “Cart” icon in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart. Once you have identified the item that you would like to delete, click on the “Remove” link to the bottom of the quantity list. This will automatically remove the item and have the page refresh to have your changes reflected.

How do I change the quantity of a particular item in my cart?

First, click on the “Cart” icon in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart as well as the quantities that you have chosen for each item. To change the quantity of an item in your cart, move your cursor to the “Quantity” field for this item and type in the quantity desired. Once you do this, the quantity and associated dollar amount (if applicable) will be automatically updated and reflect the correct amount for both the quantity and the cost located on the right side of your screen.

What are the recommended browsers for this site?

Google Chrome, Safari, Firefox, Internet Explorer

What are your payment options?

We accept four types of major credit cards (MasterCard, Visa, American Express, and Discover), as well as PayPal.

How do I make payments using PayPal?

PayPal is the easiest way to make payments online. Once you have finished adding items to your shopping cart and are ready to complete your transaction, you may click on the “PayPal” button. You will be redirected to the PayPal website. Be sure to fill in correct details for fast & hassle-free payment processing.

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 "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 part 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.

What currency are you using?

Our products are set in US Dollar. But our system will automatically convert it to show your country currency when you are shopping, But please keep in mind that your transaction will be processed using US Dollar at the most current exchange rate.

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@acewonders.com for more information.

How can I modify my order?

If you want to change anything in your order, please contact us via email support@acewonders.com within 24 hours after placing your order.

Please be informed, the cancellation can only be accepted if you contact us within 24 hours after placing your order. The cancellation will be processed up to 5 business days

Is ordering online secure?

Yes. We take the utmost care with the information that you provide us when placing an order through our online store (or through any other means). The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.

Is it safe to use my credit card on your website?

To ensure a safe payment procedure, our website uses 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.