Frequently Asked Questions
Frequently Asked Questions
1.Placing Order
How can I check product availability?
Please visit our website at www.xnejph.top for updated products that are available to purchase, or you may send us an email at [email protected] for further information.
Do you provide furniture customization?
Thanks for your interest in product customization. As for now, the service is not available. We duly take note of your request for future improvements.
Do you provide assembly services?
All our products are designed for self-assembly. As most of our products are large and heavy, you may require more than one person to assemble them. We do provide an instruction manual as the installation guideline for product assembly.
What types of payment are accepted?
We accept payments through PayPal and Credit Card to ensure a smooth and secure payment.
Can I place an order directly with you over the phone?
For security reasons, we can not provide this service at this moment. However, our dedicated team will love to assist you in successfully placing your order online. You can reach them at +1 630-656-1074.
How can I change my billing address?
Please send an email to [email protected] for further assistance.
How do I change my order?
As long as the order has not been shipped out from our warehouse, we would like to assist you in handling your request accordingly. To avoid hassle and potential loss, we encourage you to double-check your order before proceeding to payment. Please send us an email to [email protected] for assistance.
How do I cancel my order?
If the order is in delivery status, we cannot guarantee that a change of address will be successful. We will try our best to accommodate your request. Please send an email to [email protected] for further assistance.
2. Shipping & Delivery
What is your delivery carrier?
We use FedEx, UPS, USPS, and LTL for bulk orders. For bulk order inquiries, please contact us at [email protected] .
Do I need to pay for the shipping fee?
We provide free shipping within the US on all orders, excluding those to Alaska, Hawaii, APO/FPO/DPO addresses and international destinations.
What are the estimated delivery times for the package to arrive?
If the item is in stock, it will be delivered within 3 to 5 days. If the item is pre-ordered, you shall receive it within 3-5 weeks.
How does shipping work for overweight items?
We will plan shipping in advance based on the weight of the product. If it is overweight, it will be shipped in packages, and if there are too many for one order, it is also shipped in packages.
How does shipping work for large orders
We use LTL for large order shipment. You need to provide us with your direct phone number upon the order placement to facilitate the door-to-door delivery services.
What should I do, if my order status shows ‘delivered’ but I never received it
Please give us a call on our customer service hotline at 1-424-220-6888 for further assistance. We will advise you on the next steps accordingly.
What should I do if there is a serious delay with my shipment?
We use a standard shipping method. It cannot be expedited, postponed, or delayed. Please give us a call on our customer service hotline at 1-424-220-6888 or send us an email to [email protected] for further assistance.
How can I change my shipping delivery address?
If the order is in delivery status, we cannot guarantee that an change of address will be successful. We will try our best to accommodate your request. Please send an email to [email protected] for further assistance.
What is a delivery exception or abnormal delivery?
A delivery exception is when a package is temporarily stalled in transit for an unforeseen reason. Please give us a call on our customer service hotline at 1-424-220-6888 for further assistance.
What should I do if I haven’t received the order confirmation email?
Please call our customer service hotline at 1-424-220-6888 or send us an email to [email protected] for further assistance.
I have already paid for the item, why hasn’t my order been shipped out yet?
We are sorry for the inconvenience caused. Please take a screenshot of the order status and email it, along with your order number, to [email protected] . We will resolve your concern with the highest priority.
Do you offer expedited shipping options?
We don’t have expedited shipping options presently, this item may be improved later.
Can you deliver my order to PO Box?
We do not send PO BOX because our products are big.
Do you charge sales tax?
We don’t charge sales tax presently, but there may be changes in the later period according to the actual situation.
Do you ship internationally?
Currently, we can only provide shipping to the U.S. For further information, please e-mail us at [email protected] with details of the selected product, purchasing quantity, and shipping location for a quotation.
Does the delivery price includes installation service?
The delivery prices do not include installation service. If you need it, installation service fees may apply depending on the number of items and the complexity of the installation procedure.
Can I track my shipment?
Once you have placed your order you will get an estimated delivery date in your order confirmation email. When your order leaves our warehouse we will send you another email to let you know. You are also able to log in to our website to see any updates to your order status…
3. Return & Refund
Can I return my order?
If for any reason you don’t love your new furniture you can return it within the first 30-days, no questions asked. Provided you return the furniture in as-new condition and in the original packaging we will refund your purchase, less the cost of shipping and return shipping. Read more about our 30-day satisfaction guarantee.
How can I request a refund on price differences?
You may request a refund on price differences within 7 days after your order is received. This only applies only to purchases made directly from our website, www.xnejph.top . Purchases made through other platforms are not entitled. Please send us an email to [email protected] for assistance.
The color of the product that I received is different from the pictures on your website.
The pictures of our products are taken by a professional photographer. Different lighting, monitor settings, and individual interpretation may lead to color differences. Your voice is important to us. Please send us a picture for the actual item you received including your order number to [email protected] , along with a screen shot of the item as it appears on the website, so we can assist you further.
The product I received is different from the picture I saw on the website.
We are sorry for the inconvenience you’ve experienced with our product. To help us address your concern effectively, would you mind providing us with pictures and further details at [email protected] . We will resolve your concern with the highest priority.
What should I do when I received a Damaged, Defective and Missing Item?
Please keep the original packaging and don’t discard the box and product until your issue is resolved. Inspect each of pieces received and take pictures for the damaged and defective parts. Give us a call on our customer service hotline at 1-424-220-6888 immediately, OR may send an email to [email protected] . In the subject line of the email, please indicate your order number or shipping tracking number; in the body of the email, please describe the issue in as much detail as possible and do attach relevant pictures or video to demonstrate the actual issue.
I received the item as a gift, and I need a replacement part. How do I go about it?
If the product is still under warranty and the damage is not due to misuse or other customer reasons, please provide us with the order details, and we can provide you with the replacement part for free. Please send us an email to [email protected] for assistance.
The product is not functioning as described.
We are sorry for the inconvenience. To help us address your concern effectively, would you mind providing us with pictures and further details at [email protected] . We will resolve your concern with the highest priority.
Do you provide a pick-up service?
Unfortunately, for the time being, we do not provide any pickup service. Alternatively, customers can liaise with other courier services that provide pickup services.
Do I have to pay for the pick-up services?
Yes, you need to pay for any charges incurred by the courier service you choose to use. These costs will be at your own expense.
How much must I pay for the pick-up services?
Sorry, we don’t offer pickup service. We do not have exact information as the charges depend on the courier services that you choose. If you have any problems with your return, feel free to ask us for help.
What happens if I no longer have the packaging for the item?
We strongly encourage you to keep your packaging for 30 days in case you decide you want to return it.
You can still return your item, however, we charge a reboxing fee to ensure that we are able to package the item appropriately to survive return shipping. This fee varies based on the size of the item and the packaging required.
