FAQs

If the order has not been shipped/assigned a tracking number, you can update the shipping address via email. If your order has been shipped, please contact our manual service for more help. Please attention: Shipping Address must be changed/ edited via RAYSTUDIO website/App. If you edit via the payment method platform, it doesn't work.

You can cancel the order in "My orders" by yourself before it ships out. Note: once the order has been shipped out, it can not be canceled anymore.

Please log in to your RAYSTUDIO account and visit "My orders" to check the order status. Generally, it will take 1-3 working days to prepare your order. We will email you with a tracking number when it is shipped out.

Hi, generally, it takes 1-3 working days to process the order. Once your order is shipped out, we will send you an email with tracking info for your order. You can track the order status in "My orders." For more details on shipping time to your country, please refer to Shipping Policy. Based on our international shipment methods, it will take some days to reach you. The shipping time also varies from the shipping company.

Hi, apologies for the delay. Since we ship overseas, it needs some days to arrive in your country by plane first. There is no updated information for your package as it is in transit to the shipping company's next facility. Once the package arrives at local, the order status will be updated and delivered to you soon. Thanks for your understanding and cooperation.

When orders ship from our warehouse, it needs days to arrive in your country by plane first. There is no updated information for your package as it is in transit to the shipping company's next facility. Sometimes, there will not be an update on the tracking information for a couple of days because the package is in transit. Once the package arrives at local, the order status will update immediately.

Apologize for this inconvenience. It may be due to a wrong or incomplete address, invalid phone number, or other reasons. Would you please contact the shipping courier to check for more details first?

Apologize about this inconvenience, package might be delivered to your mail box or signed by your neighbors, please have a check first. If no result, kindly contact the shipping courier to check for more details.

If you are not at home when the shipping company delivers your order, you can ask your family or friends to sign for it if possible. Or you can contact the shipping company to arrange delivery when you are available.

1. Kindly check if the account email address and password are correct.
2. If you forgot your password, click the button“Forgot Your Password” on the login page for help.
Please note: If the registered email address was wrong, contact us for more help.

Hi, you can edit or change the details of your account via "My Account."
Please note: You cannot change the registered email address. You may contact us to delete the wrong account.

A RAYSTUDIO account is necessary. You can check the order details after placing an order in your RAYSTUDIO account.

Our Orders don’t add taxes, VAT, or other hidden charges. You pay us what you see on the order screen, i.e., goods subtotal + shipping cost. HOWEVER – In most countries, you have to pay taxes or duties on imported goods. Sometimes goods under a specific value or in certain categories do not incur taxes. The rules are different in every country. Unfortunately, there is no way for our sellers to know the rules, regulations, customs, traditions, practices, loopholes, schemes, systems, paperwork, codes, laws, or rulings of every country. Therefore, we cannot, and will not, offer advice about taxes in your country. As the buyer, it is your responsibility to find out that information before you order. If you have to pay import taxes and/or additional duties and sales taxes, you would have to pay that to the courier upon receipt of the package(s). We can’t calculate this for you, and there is no way to pre-pay it. If you are drop-shipping or sending a gift item to someone, please make sure they are aware of the possibility of having to pay taxes when receiving the goods.
Please find out as much as you can about your import taxes in your own country before completing your order. If you find out information about the import tax situation in your country, and you believe there are ways to minimize the taxes you have to pay (or eliminate the taxes), let us know what you need by putting instructions (regarding labeling, packing, declarations, invoices, etc.) in the comments field during checkout. We are more than happy to follow your instructions.
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