Ordering-Related

Do I need to have an account to order ?
Yes, you must have a member account to place an order. With our member account you will receive the following benefits:
•Quick checkout process
•Easily view your order status and order history
•Receive updates detailing our new releases and special promotions
What if I forgot my password ?
On the login page, click the "Forgot your password?" link,then enter the email address used to log in to your account and press the submit button.
After you receive the reset password email, please press the "Reset your password" button on the email to complete the password reset.
If you have not received the password reset email for more than 30 minutes, it may be classified into your spam folder.
If you still cannot find it, please contact us through customer service email.
What if I enter the wrong email address?
Please contact us, we can help you to change your email address, name, and delivery address.
How do I check on the status of my order ?
You can access your account details page from the "YOUR ACCOUNT" link at the top left of the shopping page and see the order number, payment, processing status, and total amount for each order.
When you complete a new order payment, you will receive a confirmation of your order from us.
You will also receive another shipment notification email from us when the item is shipped.
Are there any exchange rates ?
All our prices are based on US dollars.
If your credit card is based on another currency, the order amount will be calculated based on the daily exchange rate by the card issuer.
What payment methods online shop do we accept ?
We accept all major credit cards (VISA, Mastercard, Discover, Diners, AMEX), PayPal payments and direct bank transfers. We do not accept personal checks, money orders, debit card payments, or cash on delivery.
How secure is my online order ?
When purchasing online using your credit card, all of your information is entered through the SSL secure web page. Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is never stored on our servers.
How do I change or cancel my order ?
Before you click the "Pay Now" button, you can go back to the shopping cart to delete and modify your shopping content.
If you have already completed the payment, please go to the YOUR ACCOUNT (top left corner of this page) page to confirm the Fulfillment Status column. If it shows Fulfilled, it means that the goods have been sent and cannot be returned or exchanged. After you receive the goods (please do not open the items that need to be returned and exchanged, and keep the invoice properly) contact our customer service email for return and refund operations. If it shows Unfulfilled, please contact our customer service email immediately to inform us that you need to cancel the order and make a refund.
Please be sure to read the Returns or Exchange FAQs carefully before you process the return or exchange.

Please note: Any orders that have already been packed or shipped cannot be canceled.

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Can I fill in the delivery address and consignee in any language ?
Our website service can accept all major languages around the world, and you can fill in the delivery address and consignee information in your national language.
If our website service does not support your language, we suggest you switch to English and fill in the delivery address and consignee information.
Can I change my shipping address after placing an order ?
Please note that your shipping address cannot be revised after the order has been processed or shipped. please update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.
When will my order arrive ?
Our orders are shipped by FedEx or UPS. They are the fastest and safest express delivery. The global delivery time is usually between 3 to 7 days after picking up the goods.
After we receive your confirmed order, it will take 2-3 working days to prepare.
After the order is shipped, we will send you tracking information by email on the next working day, and the tracking number is usually available within 24 hours after delivery.
Therefore, your order will usually be delivered to your address within approximately 5 to 10 days after confirmation.

Please note: We are not responsible for any delays caused by your country’s customs authorities or the COVID-19 epidemic.
How do I track my order ?
Usually, one day after we ship, you will receive a shipping email with a tracking number. You can track your order on the FedEx or UPS website.
https://www.fedex.com/apps/fedextrack/?action=track.
https://www.ups.com/track?loc=en_US&requester=ST
Can I use several discount codes in one order ?
Only one discount code can be used for an order, and no discount code can be applied if the product has been discounted.
Discount codes can not be used if an item already has a promotional offer. Unless there are other instructions or activities on the page.




If you have any questions or concerns about order or purchase, please email us int-service@eilong.com.tw and we will deal with your issue as soon as possible.