F.A.Q-3
Last Revised
February 4, 2026
I. Shopping & Account Related
1.1 How to register an electroshop account?
You can click the "Sign Up" button at the top right corner of the website, enter your name, email address, mobile phone number, set a login password to complete the registration. After successful registration, the system will send a verification email to your filled email address, and you can activate the account by clicking the verification link.
1.2 What if I forget my account password?
Click "Forgot Password" on the login page, enter the email address used for registration, and the system will send a password reset link to this email. After clicking the link, follow the prompts to set a new password to complete the reset. If you do not receive the email, please check your spam folder or contact customer service for assistance.
1.3 How to modify account personal information?
After logging in to your account, enter "Personal Center", select "Profile Settings", and you can modify personal information such as name, contact phone number, and shipping address. Click "Save" after modification to take effect. Please note that some core information (such as registered email) needs to be re-verified after modification.
1.4 What payment methods are supported on the website?
At present, the website supports mainstream payment methods such as PayPal and credit cards (Visa, MasterCard, American Express). All payment processes are encrypted to ensure your payment security. If you encounter problems during payment, please take screenshots to retain relevant credentials and contact customer service.
II. Order Related
2.1 How to check my order status?
After logging in to your account, enter "Personal Center", select "My Orders", and you can view the status of all orders (such as pending payment, pending review, shipped, in transit, completed, cancelled, etc.). Click on a specific order to view detailed information, including order number, product information, payment information, logistics information, etc.
2.2 Can I modify or cancel my order after submitting it?
1. Pending payment orders: You can directly click "Cancel Order" in "My Orders" to close the order automatically; you can also click "Edit Order" to adjust product specifications, quantity or shipping address (some information cannot be modified, such as payment method); 2. Pending review/paid but not shipped orders: Please contact customer service to apply for modification or cancellation within 24 hours after submitting the order. If the order has entered the review or shipping process, it may not be modified or cancelled; 3. Shipped/in transit orders: Order information cannot be modified. If you need to cancel the order, please contact customer service to negotiate. You may need to bear the logistics costs already incurred.
2.3 What does it mean when the order shows "Pending Review"?
After the order is submitted and paid, the system will automatically enter the review stage (usually 1-2 working days). The review content includes the completeness of order information, product inventory status, validity of payment information, etc. After the review is passed, the order will enter the shipping process; if the review fails, customer service will contact you to explain the reason (such as out of stock, incorrect information, etc.) and negotiate a solution (such as replenishment, modifying information, canceling order and refunding, etc.).
III. Shipping Related
3.1 How to check my logistics track?
After the order is shipped and collected by the logistics provider, the system will automatically update the logistics tracking number to the order details page. You can check the logistics track through the following methods: 1. Log in to your account, enter the specific order details page, and click "Track Logistics" to view; 2. Log in to the 17track platform (www.17track.net) and enter the order number or logistics tracking number to query; 3. If delivered by DHL, you can log in to the DHL official website (www.dhl.com) and enter the logistics tracking number to query.
3.2 Why is the shipping time longer than expected?
The shipping time exceeding expectations is usually affected by the following factors: 1. Force majeure factors (such as natural disasters, logistics congestion, customs inspection, holiday logistics delays, etc.); 2. The shipping address is in a remote area, requiring additional transportation time; 3. Abnormalities in the order review or product shipping link (such as out of stock, incorrect information, etc.). If the shipping time of your order exceeds expectations, please contact customer service, and we will assist in verifying the logistics situation and feedback the processing result.
3.3 What should I do if the package shows "Signed for" but I haven't received it?
If the package shows "Signed for" but you haven't received it, please follow these steps: 1. Verify if it was received by family members, friends, community property, courier station, etc. on your behalf; 2. Check if the shipping address is incorrect or if there is a case of neighbor misdelivery; 3. If none of the above is true, please contact customer service within 24 hours, provide the order number, logistics tracking number and relevant credentials (such as logistics track screenshot), and we will assist in contacting the logistics provider to verify the package location.
IV. Return & Refund Related
4.1 Which products can apply for return and refund?
Products that meet the following conditions can apply for return and refund: 1. The product has quality defects (such as manufacturing defects, material problems, functional failures, etc.) and the application is submitted within 7 calendar days after signing for receipt; 2. Applying for return due to personal reasons (such as personal preference, wrong purchase, etc.) requires that the product is unopened, unused, the original packaging and accessories are intact, and the application is submitted within 7 calendar days after signing for receipt (excluding special categories such as customized products, close-fitting pet supplies, and perishable products after opening). For details, please refer to the "Return Policy" on the website.
4.2 How to apply for return and refund?
You can apply for return and refund through the following methods: 1. Send an email to the customer service email kevinwong159@outlook.com, with the email subject marked as "Return & Refund + Order Number", and the email body including name, contact information, product problem description, relevant credentials (product problem photos/videos, order screenshots, etc.); 2. Contact customer service through the "Online Consultation" entrance at the bottom right corner of the website to submit the application. Customer service will review and feedback the processing result within 3 working days. After the review is passed, the return address and precautions will be informed.
4.3 How long will it take for the refund to arrive?
The refund will be returned according to your original payment method. The arrival time is subject to the arrival rules of the bank or payment platform to which the payment account belongs: 1. PayPal payment: Usually arrives within 3-7 working days; 2. Credit card payment: Usually arrives within 7-15 working days (subject to the bank's clearing cycle). If you have not received the refund beyond the above time, please contact customer service to provide relevant credentials, and we will assist in verifying and processing.
V. Privacy & Security Related
5.1 How does the website protect the security of my personal information?
We attach great importance to the security of your personal information and take the following protection measures: 1. Technical level: Adopt technologies such as HTTPS encrypted transmission, encrypted data storage, and access authority control to prevent information leakage, tampering and loss; 2. Management level: Establish a sound information security management system, strictly restrict information access rights, and regularly carry out security audits and risk assessments; 3. Cooperation level: Sign confidentiality agreements with third-party cooperative institutions (such as PayPal, DHL, etc.) to prohibit them from disclosing or abusing your personal information. For details, please refer to the "Privacy Policy" on the website.
5.2 What is the purpose of the website using Cookies? How to disable Cookies?
The website uses Cookies mainly for: ensuring the normal operation of the website (such as maintaining account login status, saving shopping cart information); optimizing user experience (such as recording browsing preferences, avoiding repeated input of commonly used information); counting website access data to optimize functions and services. You have the right to disable Cookies. The specific closure methods are as follows (taking mainstream browsers as examples): 1. Google Chrome: Settings → Privacy and security → Site settings → Cookies and site data → Block all Cookies; 2. Mozilla Firefox: Settings → Privacy & Security → Cookies and Site Data → Block all websites from using Cookies; 3. Microsoft Edge: Settings → Privacy, search, and services → Cookies and site permissions → Manage and delete Cookies and site data; 4. Apple Safari (desktop version): Preferences → Privacy → Cookies and website data → Block all Cookies. After disabling Cookies, some website functions may not work properly.
VI. Other Questions
6.1 How to contact customer service?
You can contact us through the following methods, and customer service will feedback the processing result within 3 working days: 1. Customer Service Email: kevinwong159@outlook.com; 2. "Online Consultation" entrance at the bottom right corner of the website (Working hours: Monday to Friday 9:00-18:00 GMT).
6.2 Will the website's policies (such as Terms of Service, Return Policy, etc.) be updated?
We have the right to revise the website's relevant policies at any time in accordance with factors such as laws and regulations updates, business adjustments, and market changes. The revised policies will be published in a prominent position on the website (such as the bottom of the homepage) and will take effect immediately upon publication. Your continued use of the website services or purchase of products shall be deemed as acceptance of the revised policies. It is recommended that you check the relevant policies regularly to understand the latest terms.