Frequently Asked Questions:
Orders
1. IS THERE A PHYSICAL STORE TO MAKE A PURCHASE?
mondawe.ca only engages in online shopping business, we don't have any physical stores.
2. HOW TO CHECK MY ORDER STATUS?
Once you have completed your payment, you will receive an email confirming your order information, indicating that we have received your order. If we determine that the order is OK, we will arrange for shipment ASAP, and we will send you an email or SMS notification with a tracking number when the order has been shipped.
3. HOW TO SPECIFY MY SPECIAL REQUIREMENTS FOR AN ORDER?
First of all, please contact our customer service to check the feasibility of your order before placing it. If it is feasible, our customer care will guide you to place a special order.
If you have already placed an order but have a special request, please also contact our customer service to check its feasibility. If it is feasible, we will make arrangements. If it is not feasible and before the order is shipped, you have the right to modify or cancel your order and receive a full refund.
4. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Please review the shipping information you fill out carefully for accuracy before submitting your order. Once an order is placed, the shipping address cannot be changed online. At this time, please contact our Customer Service ASAP, and manual changes can be made free of charge until the order is shipped.
If an order has already been shipped, it depends on the carrier's service. Some carriers offer a change of address service by charging an additional fee. With that in mind, we still understand that sometimes you want us to try so you can contact Customer Service to check this possibility. Please note that countries cannot be changed, success depends on the carrier and additional address change fees will be borne by the customer.
If, unfortunately, the carrier shipping your order does not offer a change of address service, please try to receive your order at the original shipping address or contact the carrier directly for assistance. If the address is completely invalid, the package may be destroyed or returned to the sender. In this case, you will be charged a penalty, which may include, but is not limited to, additional shipping and handling charges.
Changes are not guaranteed until you receive confirmation from our customer service.
5. HOW DO I CHANGE OR CANCEL MY ORDER?
This is similar to changing your shipping address, please review your order information carefully for accuracy before submitting your order. Once an order has been placed, you cannot change or cancel it online by yourself. If necessary, please contact us ASAP to confirm the status of your order, which can be canceled free of charge before the order is shipped.
If the order has been shipped, it cannot be changed or canceled. If it is eligible for return, you can return it in accordance with our return & exchange policy.
Changes are not guaranteed until you receive confirmation from our customer service.
Payment
1. WHAT IF I CAN’T PAY BY CREDIT CARD?
If you are unable to make the payment by credit card, check that all the details you have entered on the checkout page are correct. If it is still refused after that, try another credit card. Or we suggest using Paypal or a bank debt card to finish the order. If you have any questions, you can also contact us for consultation.
2. IS IT SAFE TO PAY AT YOUR WEBSITE?
Our website uses Secure Socket Layer (SSL) technology, a recognized industry standard, to provide a secure connection for your transactions. Your payment information is processed securely. We do not store credit card details nor have access to your credit card information. In addition, we support PayPal payments, providing you with a flexible, protected payment method.
Shipping
1. DO YOU OFFER FREE SHIPPING SERVICES?
Yes, we offer free shipping.
2. CAN I CHOOSE AN EXPEDITED SHIPPING SERVICE?
It needs to be determined according to the actual situation of the order. We basically use UPS GROUND or FedEx as the carrier for our orders, so please contact our customer service for confirmation before placing your order.
3. WHAT COUNTRIES OR REGIONS DO YOU SHIP TO? DO YOU SHIP TO CANADA?
Shipping is only valid for shipping addresses in the United States excluding Alaska, Hawaii. In addition, we do not deliver to FPO, APO, and PO Box addresses.
4. WOULD MY ORDER BE DELIVERED TOGETHER, IF I ORDERED A FEW ITEMS?
Usually, your order will be dispatched in separate parcels and may be sent from different warehouses.
5. HOW CAN I ESTIMATE THE DELIVERY DATE?
Once your item has been shipped, you will receive an email or SMS notification with a tracking number you can check, or contact our customer service for inquiries.
After-Sale Service
1. I RECEIVED A DEFECTIVE/WRONG/DAMAGED ITEM
We offer a return or refund service, please refer to our Return & Refund Policy for details. Please contact our customer service and provide the appropriate pictures to show the issue of the product. We will provide the appropriate after-sales service according to the actual situation.
2. I RECEIVED AN INCOMPLETE ORDER OR MISSING PARTS
We recommend inspecting items within 48 hours of receipt and reporting any such issues to our customer service as soon as possible.
If you have received all of your shipments and one or more items are missing, please contact our customer service to provide confirmation of the missing item number and quantity, and provide photographic or video evidence to clearly show everything received. We will check and process.
If missing part(s) of the item
Please check the parts list carefully, unpack everything, and check all the boxes, if it is confirmed to be missing please contact our customer service, a state which part(s) and which item(s) number(s), and provide some pictures or video evidence and we will make a replacement after confirmation.
3. WHAT IS YOUR WARRANTY
During the product warranty period, we will provide free after-sales replacement service for any problems caused by product quality.