FAQs
FREQUENTLY ASKED QUESTIONS (FAQ)
Q1: I want to cancel my order. How do I do that?
A1: Please contact us at sale@ktopteng.com as soon as possible. Cancellations can only be accepted before the package is shipped out. Once the order has been dispatched, we are unable to cancel it.
Q2: When will my order be shipped?
A2: Orders are typically processed and shipped within 1–2 business days after payment confirmation. If there are any delays or special circumstances, we will notify you promptly via email.
Q3: How can I return my order?
A3: Please email sale@ktopteng.com and let us know the reason for your return. If your return request is approved, we will send you detailed instructions on how and where to send your package. Please note that returns must be initiated within 30 days of receiving your order.
Q4: I bought the wrong item / the item doesn’t fit. What should I do?
A4: No worries! Please contact us at sale@ktopteng.com and we will assist you with the return or exchange process. Items must be unused and in original packaging to be eligible.
Q5: Do you ship to Canada, the United States, Australia, and other countries?
A5: Yes, we ship worldwide and offer free shipping to most countries. For a few regions where free shipping may not apply, please contact us before placing your order to confirm the shipping cost.
Q6: Do you offer discounts? How do I use a discount code?
A6: When a special promotion is running, the discount code will be displayed at the top of our website. Simply copy the code and enter it in the designated box at checkout to apply the discount to your order.
Q7: What should I do if I haven't received my tracking number?
A7: Tracking numbers are usually sent via email within 1–2 business days after your order is shipped. If you haven't received yours, please check your spam folder first. If it's still not there, contact us at sale@ktopteng.com and we'll resend it.
Q8: How can I track my order?
A8: Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track your package on the carrier's official website. If you have any issues, feel free to reach out to us.
Q9: Will I be charged customs duties or import taxes?
A9: Customs duties, import taxes, and other fees may apply depending on your country's regulations. These charges are not included in the product price or shipping cost and are the responsibility of the buyer. Please check with your local customs office for more information before ordering.
Q10: Can I change my shipping address after placing the order?
A10: If you need to update your shipping address, please contact us immediately at sale@ktopteng.com. Address changes can only be made before the order is shipped. Once dispatched, we cannot modify the delivery address.
Q11: The item I received is damaged or defective. What should I do?
A11: We're sorry to hear that! Please contact us at sale@ktopteng.com within 30 days of receiving your order and provide clear photos or a video showing the issue. We will review your case and arrange a replacement, repair, or refund as appropriate.
Q12: How long is the warranty period?
A12: We offer a 6‑month warranty on all non‑custom products from the date of delivery. The warranty covers manufacturing defects and functional issues. Normal wear and tear, misuse, or accidental damage are not covered.
Q13: I ordered multiple items, but only received part of my order. Why?
A13: Sometimes we may ship items in separate packages due to stock availability or logistics reasons. Please check your email for any split‑shipment notifications. If you still have questions, contact us at sale@ktopteng.com and we'll look into it for you.
Q14: What if my order is lost during transit?
A14: In the rare event that your package is lost in transit, please contact us at sale@ktopteng.com. We will work with the carrier to investigate and, if confirmed lost, we will arrange a replacement or full refund as soon as possible.
Q15: Can I return a custom‑made product?
A15: Unfortunately, custom‑made products are not eligible for return or exchange unless they have a manufacturing defect. If you believe your custom item is defective, please contact us within 6 months of receipt with supporting photos or videos.
Q16: How long does it take to process a refund?
A16: Once your return is received and inspected, we will notify you of the approval or rejection. If approved, your refund will be processed within 5 working days and credited back to your original payment method. Please allow extra time for your bank to post the transaction.
Q17: Do you offer price adjustments if the item goes on sale after I purchase?
A17: We do not currently offer retroactive price adjustments. However, you are welcome to return the item under our 30‑day return policy and place a new order at the sale price, subject to our return terms (including restocking fees and return shipping costs).
Q18: Do you offer expedited or express shipping options?
A18: Yes, we offer expedited shipping to select U.S. states (1–2 business days) and fast shipping to other regions. For international orders, standard shipping times vary by destination. Please refer to our Shipping Information page for detailed transit times.
Still have questions?
If your question isn't listed here, please don't hesitate to reach out to us at sale@ktopteng.com — we're always happy to help!