Q: How will my order be shipped?

The order is transported through UPS or Common Carrier for very large orders. Freight and handling fees will be added to your order. Once your online order is shipped, you will receive a delivery confirmation email.

Q: When will my UPS order be shipped?

No matter what kind of transportation method is selected, orders on our website are usually shipped within three working days, from Monday to Friday. No holidays are included throughout the year. Orders received on Fridays or weekends are usually dispatched on Tuesdays or Wednesdays. Choosing an emergency service (UPS Next Day, UPS Second Day, or UPS 3rd Day Select) may reduce your time during transportation.

Q: What should I do if I receive damaged products?

AOKAI provides the industry’s unique “non-damaged” guarantee. We can overheat our PTFE coating products by withstanding normal package transportation processing. If you receive a damaged product, please take the damaged photos and use the “after-sales service request” within five days of receiving it to inform us. We will replace any damaged products for free.

To get free replacement products, all damage must be reported and attached to our website within five days after the carrier’s delivery date. If we do not get a damage notice within the specified time range, we will be sure to give you a selection of replacement to you for free.

Q: How long does the product return? How do I know whether the goods I bought have been returned?

That delivery extension is rarely rare, but if the goods you requested are postponed, we will email our customers as soon as possible. We may not be able to guarantee any delivery date at that time, but we will try our best to provide you with an accurate expected arrival date.

If we have not received your reply within 24 hours, we will transport all the items in our hands and return the order of any remaining items. Once the product reaches our warehouse, the out-of-stock order will be shipped automatically.

Q: Can I cancel my order?

The order can only be canceled within one working hour after submission. The business hours are Monday to Friday from 9 am to 4 pm. Use the “Start A SUPPORT TICKET” link and provide your order number. We will cancel your order and return your card.

Q: What if the order cannot be delivered and returned to your warehouse?

UPS and Common Carrier believe the unintentional orders will be returned to us. Once the package arrives at our factory, we will start handling returns and refunds to subtract 30% of purchase fees and bear shipping costs. If you want to restart the goods, please submit a new order.

Orders that cannot be delivered include incorrect delivery address, no recipients (if you need to sign), and refusal when delivery.

Q: Who is responsible for paying taxes and tax payments?

Unless the quotation order or invoice is clearly stated, the purchase price does not include taxes, tariffs, and import and export costs, tariffs and tariffs.

Question: If my tracking information shows that my package has been delivered, what should I do if I do not receive it?

If your tracking information shows that your package has been delivered, but you can’t find it:

The carrier can decide to put the goods in a safe position by themselves, so be sure to check the front porch, side door, back porch, or near the garage and find notifications for delivery attempts
Essence
If you still can’t find your package, you must notify Afshan within five days after the carrier’s delivery date so we can start using UPS to track and transport your replacement products.

I’d like to let you know that if we do not receive a notice of loss of parcels within the specified time range, we will reserve the option to give up to send you alternatives for free.