9-hour Order Cancellation Policy

Please visit our support portal here to request order cancellation for a full refund within 24 hours from purchasing time of the same day. 

After this 9-hour window, we apologizes for not being able to admit your request since your order might have entered the processing phase.

If your request is eligible for a refund, the refund will be issued to you from 14 to  20 business days since the time frame is completely dependent on your card issuer's procedure and policy. 

9-hour Order Adjustment Policy
If you realize you have made an error, please visit our support portal here within 9  hours from purchasing time of the same day to request for order change.

In case you found the shipping address is incorrect after the item has been shipped, kindly follow these steps: 
1/ Follow your order via the tracking link closely;
2/ Once your tracking number is active or your package arrives at the local Post Office, kindly contact them and request address changes.

Refund and Return 

We are happy to replace dysfunctional or damaged products.

To submit your replacement request: 
1/ Take at least 3 pictures at high resolution, from different angles to illustrate the damage/dysfunctionality of the problematic item(s). The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. 
2/ Send your replacement request to our team by submit a ticket at https://medialmarket.freshdesk.com together with a Shipping label & clear pictures you prepared. Kindly provide your order number/Transaction ID/ Invoice ID for a quicker resolution time. 

The resolution time may take up to 7 business days so we highly appreciate your patience while our Customer Agent is troubleshooting the case. Once your proof is approved, we will process a replacement package or issue a full refund for you without any additional fee and the return of a dysfunctional or damaged item. 

In case you have not received your replacement package after 15 days of a replacement confirmation, kindly contact our Customer Agent for urgent assistance.

Shipping 

The tracking system shows that the package was delivered to its destination, but you did not receive the package.
We do not offer refunds or reprints for orders marked as delivered. You can contact your carrier (i.e., USPS/ UPS, DHL, etc.) for exact details on the delivery, including GPS location.

Received Items

To be eligible for a refund.

• For damaged/wrong/missing items, we will ship you a new order after our Customer Agents check your request. 
• If your orders have quality issues, we will send you a new item after our Customer Agents check your request. 

To request a refund, you can submit a ticket via our support portal here

You can always contact us for any refund questions.

Please note that we are unable to refund orders which function properly and are the same as what you order. 

Lost Packages

We happily resend orders or issue a refund if the package was returned to its sender or got lost during shipment when the address was valid and correct. Please submit a ticket on our support portal here . Otherwise, we are sorry that any replacements, refunds, or credits for invalid address entries of the customers are not applicable.