INFORMATION QUESTIONS

Shipping, Tracking & Delivery

Do you ship internationally?

Yes, we do! We ship to almost every country in the world except the following ones. Due to shipping restrictions, we're sorry and will keep working on this.

  • Bahamas
  • Yemen
  • Cuba
  • Iran
  • Sudan
  • Syria

* Free shipping for all orders

How to track my order ?

If you place an order successfully, you will immediately receive a confirmation email. The order confirmation email was sent to the email address, which you used for your order.  Then if the item is shipped, you also will immediately receive a shipping email. 

If you need any further assistance with tracking your order. Please contact us in following ways:
E-mail: guandong274@gmail.com

Note: Due to the carrier system, your tracking number information may take up to 2-3 business days to be visible on the carrier website.

✈Worldwide Free Shipping

Shipping Range

  • We can ship to the world & Worldwide free shipping .
  • We ship to almost every country in the world. We also offer paid Express Couriers (DHL) as an alternative option.

Delivery Time

  • Order Processing: 2-5 Business Days.
  • Express Shipping Time (DHL): 6-8 Business Days.
  • Standard Shipping Time: 7-20 Business Days.

 Country 

Shipping Time

United States 

8-14 Business Days

Canada

8-14 Business Days

Australia

8-15 Business Days

United Kingdom

7-12 Business Days

Mexico

10-16 Business Days

Germany

7-12 Business Days

Italy

7-12 Business Days

Singapore

8-14 Business Days

France

7-12 Business Days

Spain

7-12 Business Days

Netherlands

7-12 Business Days

Note:

  1. Other countries not in the list, please see the actual payment page or contact our customer service.

2. This table is for reference only, please see the exact shipping cost and delivery time on the actual payment page

I received a tracking number but it hasn't been updated-What should i do?

Let me explain why it shows that it has been shipped but the logistics information has not been updated yet.

  1. When the product is hand-made in china and delivered to the carrier, the tracking order number will be uploaded to the order page afterwards.
  2. Due to international transportation, it takes 3-5 days for the package to arrive at the airport of the international shipping center.  The shipping information will not be updated until the package arrives at the international shipping center and is scanned.

If after this time you still can't track your order, please contact us in following ways:
E-mail: guandong274@gmail.com

Will my order be shipped in one package?

For logistical purposes, items in the same order may arrive separately. We do this to ensure that items are shipped to our customers as quickly as possible.

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The package is being delivered by the carrier but I wasn't at home, what should I do?

Please contact the carrier. Usually, they will resend your package on the next working day, but sometimes they may ask you to pick up your package at your local post office/access point.
If you need any assistance, please contact us in the following ways:
E-mail: guandong274@gmail.com

I haven't received my items - Whom should I contact?

If you have not received your order within the expected shipping times (check delivery times), please contact us in the following ways:
E-mail: guandong274@gmail.com
We will always be at your service to help you locate the package and keep you informed all the way.
Before contacting us, you may also try contacting your local post office if your tracking number shows your parcel has arrived in your city. Please note that we are not held liable for any incorrect shipping addresses and phone numbers provided during purchase. In case there is a mistake in your shipping information, please let us know ASAP.

Why is my order late?

Please head over to our shipping methods page to re-check the transit time for your country. On some occasions, there can be a delay to your delivery.
You know sometimes something was out of our control but we are trying our best to solve your problem.
If your delivery date has passed, please contact us at our contact us page and have your order number ready so we can investigate where your order is.

INFORMATION QUESTIONS

Payment, Billing & Fees

What methods of payment do you accept?

You can pay by Visa, but also by Paypal, Discover .We do not accept bank checks, wire transfers or cash on receipt.
If you have any questions, do not hesitate to contact us in following ways:
E-mail: guandong274@gmail.com

Note: We do not support cash on delivery. Sorry for the inconvenience.

Can I get a price adjustment on my item?

As a retail business, our prices may change in response to trends, stock, and demand from the consumer. As such we are not able to refund the difference.

If you have any questions, do not hesitate to contact us in following ways:
E-mail: guandong274@gmail.com

Why did the price change on checkout?

The prices shown on our website refer only to the value of the products. The price discrepancy at the time of purchase is due to tax reasons. If the price difference is much higher than expected, please contact our by E-mail: guandong274@gmail.com

We will happily check this for you.

Do I have to pay import taxes/duties on an international order?

We try our best to make sure you don't have to pay additional import or customs taxes/duties but sometimes it is out of our control.
If you are charged additional taxes/duties, you are responsible for payment. Unfortunately, DONGUAN is unable to advise what taxes/duties charges may be applied to international shipments. We are not responsible for any taxes/duties applied to your package.
For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected charges at your end.

Will I be charged Sale tax on my order?

Sales tax is a tax charged on the supply of goods and services. You may also know it as VAT or GST, depending on where you live. Unfortunately, DONGUAN has no control over the tax rates of different countries. Sales tax is automatically applied to your DONGUAN order in accordance with individual state codes and regulations.

My payment was declined - What should I do?

If you are experiencing an issue when making a payment on checkout, please double-check and follow the guide below.
Error message

  • Please make sure you have inputted the correct details.
  • If all details are correct, pls contact your bank to ensure there are no problems with the card.
  • If the above is no problem, please contact us to submit details and we will investigate further.

To help us solve the issue for you, please include as many of the following details as possible.

  • What operating system do you use (e.g. iOS, Android, Windows Vista, Mac OS X)
  • What Internet Browser you are using (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
  • What payment method you were trying (e.g. PayPal, Visa)
  • A description of the problem and what time the problem occurred
  • If you get an error message, please include it in your message to us

Payment Declined
If your credit or debit card was declined, please check the following:

  • Card expiry date
  • If your card billing address is different from the billing address you informed on checkout.

If the above doesn't help, your Credit Card Company or bank will have more information. If using PayPal, please contact PayPal directly if your payment has been declined

INFORMATION QUESTIONS

Shopping & Discounts

How do I place an order?

It's very simple to buy from DONGUAN!
In order to help you, we have prepared a short step-by-step guide below:

  • Select the product you wish to buy.
  • Choose the right color/variant/size/quantity you would like. For bracelets and necklaces please read the product description for the length of the item. When you are ready, click "Add to cart" or "Buy it Now".
  • If you have a "Discount code", you can apply it on the checkout page.
  • Confirm all your details and shipping method is correct. When you are ready, click "Continue to payment".         
  •  Finally, enter your payment details. When you are ready, click 'Pay Now.
  • Waiting for shipment. 🙂 As soon as your order is processed and shipped, we will send you your order and shipping confirmation email.
  • Enjoy the rest of your day!

If you need any help please go to our contact us page so we can assist you here.

I tried to use a discount code and it didn't work?

For the usage of the discount code:

  • Check to make sure the code was copied properly and click “APPLY”, and then the price will change. If the code still doesn’t work, please contact

E-mail: guandong274@gmail.com

  • Discount codes cannot be combined. Only one discount code can be used at checkout.

If you have any questions, do not hesitate to contact us via

Email: guandong274@gmail.com

How do I apply my discount code?

please contact us E-mail: guandong274@gmail.com

Can I make changes to my order after placing it?

Usually, we can modify the order information for you before delivery, such as zip code, address, product replacement, etc. But please contact us as soon as possible.

please contact us in following ways: E-mail :guandong274@gmail.com

How do I cancel my order?

As soon as you place your order, we’re on it – We know you want to receive your package ASAP! Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are only able to cancel your order if it has not been processed at our warehouse. In case your order is already forwarded to the carrier, unfortunately, we can't cancel it, so it is important to contact us ASAP.

I made a mistake with my address?

Please check your address on your confirmation email which is sent after purchase.

  • If the product has not been shipped, don't worry, please send us the correct address as soon as possible so that it can be changed.
  • If the product has already been shipped, we are sorry for that. Anything can’t be changed in this situation. Maybe you can pay more attention to the logistics, you can get it from your local post office when your package arrives your country. We sincerely apologize for any inconvenience that we caused.

Please contact us by E-mail :guandong274@gmail.com within 24 hours of placing your order.

Will I receive a confirmation email when I place the order?

Yes. You will receive a confirmation email shortly after placing your order. To ensure that this goes into your inbox please add contact E-mail : guandong274@gmail.com to your contacts, otherwise your confirmation email may end up in your spam folder. If you have not received your order confirmation email please contact us.

INFORMATION QUESTIONS

Products & Care Instructions

How to customize?
  1. Choose the product you want to customize.
    2. Enter the text you want to engrave.
    3. It will take 3-7 days to make for customization and we will ship asap.

Note: Please do not remove the engraving fee from the cart.

If my bracelet broke, can I restring it?

Yes, you can.
There are the following steps to re-string the bracelet

  • 1. The first step is finding the right elastic cord for your bracelet. You need some of stretchy elastic cord. It is recommended that the color of the elastic cord be similar to the color of the beads.
  • 2. Cut a piece of cord the size of your bracelet, plus leave yourself at least three inches of elastic on each side to tie your knots and you can use the wire clippers are not the sharpest for this but they work or you can use scissors.
  • 3. String your beads on the elastic while it is on the spool, and use a ​bead stopper to avoid having the beads slip off the cord. Pre-stretch your cord by pulling on each end before stringing. This is a really important step.
  • 4. One key to successful results is to use a surgeon's knot to tie the elastic. The surgeon's knot is the most reliable knot for elastic bracelets. A surgeon's knot is a square knot (also known as a reef knot) with an extra loop through. The extra loop helps keep the knot from slipping. You can add an extra half knot on top of the surgeon's knot just in case.
  • 5. After cutting the elastic cord, add a dab of glue to the knot. If possible, cover your knot. This makes your elastic bracelet look nicer, but also protects the knot from wear caused by rubbing between two beads.

If you have any questions during the process, please feel free contact us: 

Email :guandong274@gmail.com

How do I take care of my jewelry?

Because of the delicate nature of jewelry, any damage caused by wear and tear will not be replaced. Please follow the guidelines listed below to ensure proper care of your jewelry.

  • 1. Keep it dry: Getting jewelry wet is always bad. It can lead to cracks, a lack of shine, and water stains. Therefore, always remove your jewelry before swimming, showering bathing, or cleaning with household chemicals.
  • 2. Keep it away from chemicals: This might seem obvious, but you can find harmful chemicals in lotions, perfumes, and hairspray. Keep your jewelry away from these products.
  • 3. Put it on last: To avoid chemicals, put your jewelry on last and take it off first.
  • 4. Do not expose leather jewelry to water or any form of moisture, and always make sure your plated jewelry is dry prior to storing—moisture leads to natural tarnish.
  • 5. Know when to take it off: Most people know to take their jewelry off before they go to bed, but forget to remove it when swimming, gardening, cleaning, and playing sports.
How to Care for Sterling Silver Jewelry?

Sterling silver requires special care to preserve its appearance and longevity.
Sterling silver tarnishes when exposed to salty air, chlorine, sulfur, humidity, perspiration, cosmetics, household bleach, and other strong chemicals.
To prevent tarnish as much as possible, we recommend that you store your fine jewelry in a safe, dry place when engaging in the following activities:

  • Household and outdoor chores;
  • Showering, bathing, or swimming in pools, hot tubs, hot springs, and the ocean;
  • Using lotion, hair products, fragrances, and other cosmetics;
  • Exercising at the gym or during contact sports;

        Preparing mealss.

How can tarnished silver be restored?

While there are ways to minimize the chance of tarnishing, unfortunately, it's inevitable that your silver jewelry will have some tarnishing at some point in its lifespan. However, can silver be restored to its original state if it becomes tarnished? This may depend on how discolored your jewelry is.

  • 1. Washing powder and aluminum foil. Using laundry detergent and aluminum foil is one of the gentlest and cheapest ways to remove tarnish from silver, and it's less likely to cause scuffs to your silver.
  • 2. Sodium bicarbonate (baking soda). Baking soda helps dissolve organic compounds such as dirt, grease, and grime, so this is also one of the effective ways to remove rust from silver jewelry.
How can I clean the bracelet or something？

Cleaning & Caring Instructions for Your Bracelet

Following are the cleaning steps for gemstone bracelets:

  • First, clean your bracelet with warm water. Do not use detergent.
  • If there is any discoloration or build upon the beads of your bracelet, then clean it with a soft cloth before using warm water on it.
  • To clean the beaded bracelets, scrub them gently with a soft cloth and dry them softly with a dry cloth.
  • In the end, polish the metal-plated beads with a clean, soft cloth.

 

Following are the cleaning steps for wood beads :

  • Firstly, you can wash your wood beads only if necessary. Wash them by hand with just warm water or a small amount of liquid dish soap if necessary. Pat dry and hang it.
  • You can re-oil your bodhi seed beads, and add a fragrance if you wish. Rub a small amount of organic walnut oil, beeswax, or mineral oil in your hand along with an essential oil (optional) and then rub into your wood/seed seeds thoroughly.
  • If you live in a dry climate this may need to be done every few months to maintain the beads but otherwise once a year may be sufficient. Over time your natural beads will darken. This is a normal process.

Following are the cleaning steps for lacquer beads ：

  • Avoid soaking in water for a long time, exposure to the sun, or contact with chemicals (alcohol, perfume) to prevent the paint surface from aging.
  • After wearing, gently wipe the sweat stains on the surface with a soft cloth and store it in a cool and dry place.

3. The natural lacquer layer becomes more lustrous with the wearing time, presenting a symbiotic beauty of "people nourishing the lacquer, and the lacquer nourishing people"

INFORMATION QUESTIONS

Refund policy/REFUND AND EXCHANGE

How do I return my order?

We understand how difficult it can be to choose personal items online. Don't worry! Our policy lasts 14 days. All orders can be returned/exchanged for a full refund within 14 days, with proof of purchase. Refunds do not include shipping cost.

Please send the following to contact E-mail :guandong274@gmail.com

, so that we can help you as quick as possible:

  • Order number
  • A photo image of the product
  • Name of product
The item I received doesn't look like the picture on the website?

We understand how difficult it can be to choose personal items online. Don't worry! Please send us a picture of the item and order number to contact

E-mail :guandong274@gmail.comyou received so we can confirm the correct product was shipped.

My item is broken?

We're sorry to hear that you've received an broken item.
Don't worry! We'll do our best to help you with this. Please reach out to our customer support at our contact us page.
Please try to have the following information to send to contact@ E-mail :guandong274@gmail.com, so that we can help you as quick as possible:

  • Order number
  • A photo image of the product
  • Name of product
My tracking shows my package is being returned to sender - What should I do?

If your tracking is showing as being returned, don't worry! We'll make sure to help you with this.

Please try to send the order number and tracking number to E-mail :guandong274@gmail.com, so that we can help you as quick as possible:

Refund policy

Our policy lasts 14 days. We understand how difficult it can be to choose personal items online. Therefore, all orders can be returned/exchanged for a full refund within 14 days, with proof of purchase**damages caused by regular wear do not qualify for a replacement. Please note you may return most DONGUAN items (unused) in their original packaging. The cost of return shipping is not included. Shipping costs and additional service charges such as gift wrap are non-refundable.

However, we will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). 
You’ll receive a refund or replacement once we receive the item back if the item is in stock.
Please note that after an exchange is made, the item(s) do not qualify for refunds.
If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Free items from special offers are final sale. Please note that returns and exchanges are not available in this case.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Return labels will be provided only for defective products within the policy time.

Return shipping costs vary depending on the product weight, your shipping location, and the express delivery you choose.
Additional non-returnable items:
- Gift cards

- Personalized products

- after being opened or used.

- Sale items (special offers)
If the item you ordered is damaged/faulty or if you received an incorrect item or missing an item, contact us: E-mail :guandong274@gmail.com,
Please give us an opportunity to serve you better! Our ultimate goal is to be sure you are 100% satisfied. We want to hear from you and know where we could have improved! Send us an email anytime. Thanks so much!
Defective items purchased within 1 year with proof of purchase may request a special promo code for 50% off the same item.
To complete your return, we require a receipt or proof of purchase.
Note: Please do not return your purchase to the address shown on the package.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1 week. All shipping costs of the original order are non-refundable.
If you’ve done all of this and you still have not received your refund yet, please contact us at E-mail :guandong274@gmail.com



Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at E-mail :guandong274@gmail.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at E-mail :guandong274@gmail.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Returns Without Label

To return your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You may use your own shipping method. We highly recommend using a shipper who provides a tracking number so you can track your shipment. Please be sure to retain this tracking number for your records. Buddha Stones is not responsible for packages lost in transit if sent via a non-trackable carrier.

For more Care Instructions click FAQ article: 

If you have any problems, please contact us in following ways:
E-mail :guandong274@gmail.com
Our shipping address for returns is:
Company Name: DONGUANLACQUER

Please email :guandong274@gmail.comfor detailed address

I received the item but I don't like it

We're sorry to hear that you've received the item you did not like.
Don't worry! We'll do our best to help you with this. Please reach out to E-mail :guandong274@gmail.com. You can check our return policy

INFORMATION QUESTIONS

General Questions

Do you offer wholesale prices?

Hello, we are customized high-end products, product production takes time, if you want to wholesale can contact customer service

How to use red string?

A red string bracelet is one piece of jewelry that women can wear on different occasions. This bracelet can be worn to mean different things. People wear it for a certain purpose. It could be security, love, a piece of jewelry, and so on. There are different ways of wearing this powerful bracelet to suit your needs.
That was worn majorly during ancient times; however, you will still see people still treasuring this piece of jewelry as time goes by. Ideally, it was worn to take control of your mindset and keep you going with the best mindset. 

Can I wear multiple bracelets in one hand?

Yes, you can. Wearing multiple bracelets will not affect the effectiveness of the bracelet.

If you have any questions, please feel free to contact@E-mail :guandong274@gmail.com., so that we can help you as quick as possible