Frequently Asked Questions

How can I contact your company if I have any questions?

You can contact us in two ways. a.Email us at service@sttes.net. We aim to respond within 24-48 hours. If you don't receive a response, please ensure you've used the correct email address and try again. b.If you browse our products on our Facebook Page, you can directly message us there.

When will I receive my order?

Delivery Time is the sum of Processing Time and Shipping Time. The estimated processing time is listed on the product page, some popular styles can be shipped out in 1-3 working days. Shipping time depends on the shipping method you selected. Free shipping usually takes about 8-13 working days, Standard shipping usually takes about 3-5 working days and Express shipping usually takes about 3-4 working days.

If I want to change or modify my order information (e.g., color, size, billing address, shipping method), what steps should I take?

Please note that we can only change/modify your order before shipment. Therefore, please be more careful to place the order. If there are changes, please feel free to contact us.

How do I know if my order is placed successfully?

You will receive an order confirmation email when your order has been placed successfully. By visiting the "Track My Order" section, you can check the status of your order.

Can I cancel my order?

If your order hasn't been dispatched, you can either submit a ticket or chat with us to request a cancellation. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

How can I track my order?

Once your order is placed, you will receive an order confirmation email. You can also log in to our website and track your order by navigating to "Account > My Account > My Orders." Once your order is shipped, you will receive an email with the tracking number. Alternatively, you can track your order using this link: https://www.sttes.net/pages/track-your-order

Why did the attempted delivery fail?

There may be following reasons:
1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company
Please check with the shipping company with your tracking number to arrange re-delivery. If you still cannot receive your package, please contact us without hesitation.

Why it shows that my tracking number is invalid?

If you received a tracking number, it means that your parcel has been shipped out. Your parcel is first shipped out from our warehouse and then arrives at the shipping company's processing center by plane. And then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 2-4 days to see any activity once it has shipped out from our end. Please allow some time for the courier to update the latest tracking info after reaching next station.

Why was my package returned?

There could be several reasons why your package was returned to us.

1. Wrong or incomplete address

2. Invalid phone number

3. Unable to deliver

Please contact the shipping company for more information or you may contact us if you have any questions.

Why hasn’t my shipping information been updated?

Sometimes, the shipping information may take a while to update. If your shipment originates from our international warehouses, the information might not be updated while it's in transit or clearing customs. Updates will likely resume once it reaches a local shipping station. At times, the shipping company might not have updated the package details. We will try to update that info for you or you can contact us for more help.

Why does my package show as delivered when I haven't received it?

Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. If you cannot find it, check for your package with the shipping company then. Remember to bring your ID! If you still cannot find your package either, please do not hesitate to contact us.

What is your return policy?

What is your return policy?
We strive to make our products meet or exceed your expectations. However, if for any reason you are not satisfied with your purchase, we offer the following return policy:
1. 1. Return or exchange within 60 days of receiving your package.
2. 2. Please return the product in brand new condition with tags on the product and in its original packaging.
3. 3. Items that have been worn, damaged and/or altered will not be refunded or exchanged.
4. 4. All customized products, including size, engraving, color, will not be returned or exchanged unless defective.
5. buyer is responsible for return shipping costs.
*Please note that packages returned without consent will not be accepted.

How to return an order?

Please e-mail us at service@sttes.net and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a "Return & Exchange" authorization will be sent to you.

How long will it take for me to receive a refund for my return?

Returns will be processed within 5 days of receiving your package. Refunds will be issued in the original form of payment or via store credit as per your request. You will receive a confirmation email once the refund has been issued.

What payment methods do you accept?

We accept Visa, American Express, Mastercard, Discover, Visa Debit, and Paypal. If you wish to pay with multiple credit cards, please contact our customer service service@sttes.net where our team can assist you further. We do not accept cash, cheques, installments, nor Cash On Delivery payments.

Why was my payment declined?

Please consider the following: First, check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name) Second, make sure you enter the security code correctly - that's the three digit numbers on the back of your card. Third, your card issuer may have declined your payment – please contact card issuing bank. If the above suggestions don't resolve the issue, consider using another payment method or PayPal, which is often more convenient and secure. Any questions, please feel free to contact us.