Orders FAQ
1. How to change or cancel an order?
We know how important your order is, so our goal is to complete the order as soon as possible. Please note that we can help you modify your order before shipping. It includes changing the size or color of the product, removing the product, and changing your shipping address. Although we cannot cancel or change the order, you are welcome to return the product to us in accordance with our return policy.
2. How to track my package?
Please use the tracking option at the top of the page for quick information. In your shipping confirmation email, you will receive a link to the tracking history. From there, you can monitor the progress of the package until it arrives at your door.
3. My order was confirmed, but I received an email saying that I received a refund. What does it mean?
The item you ordered is so popular that it has been sold out between the time you place your order and the time we process it.
4. I placed an order two weeks/a while ago, only to realize that I received several emails and missed calls from Mulaechic. What's the matter?
If we need to verify your order or need to contact you about your order, we will send you further instructions via email. If we are unable to contact you after 7 days, your order will be cancelled and your original payment method will be credited to the full amount of your order (minus any discounts used when placing the order). If you used a coupon in your order, a new coupon will be issued for the part you paid for.
Useful tip: If you receive a message from Mulaechic, please contact us as soon as possible to prevent your order from being cancelled.
5. Why was my order cancelled?
There may be many reasons for your order to be cancelled:
If you order a single item, but due to (1) out of stock or (2) unexpected delays in our replenishment capacity, we cannot fulfill the order, your order will be cancelled, and your original payment method will be credited to your order The full amount (minus any discounts used when placing the order). If you used a coupon in your order, a new coupon will be issued for the part you paid for.
• In some cases, we cannot verify the billing information entered on the order. If the billing address does not match the address on file with the credit card issuer or bank, the order may be automatically cancelled. If your order is cancelled due to this, please contact your credit card issuer or bank to verify that the billing information is correct. After updating, please create a new order with the correct billing address.
• If our customer service team tries to get in touch with you about the order, but still fails to get in touch with you after 7 days, your order will be cancelled and your order amount will be credited to your original payment method (minus Go to any discount) to use when placing an order). If you used a coupon in your order, a new coupon will be issued for your payment
6. I placed an order, but I didn't see any movement from Mulaech, what's the matter?
There are many reasons why your order may be delayed. Please note that most orders will leave our distribution center within 24-48 hours of placing the order.
In some cases, our customer service team may hold orders that pose a risk of fraud or require additional review or verification to protect our products. When this happens, if your order is delayed due to review, our customer protection team will contact you directly.
In some cases, we may run out of hot products within 3 working days. If this is the only item you ordered, it will not cancel your order, but will remain until the item is back in stock and we can fulfill the order. When this happens, our customer service team will send you an email to notify you of the delay.
7. I placed an order, but never received a confirmation email.
If you do not receive an email from Mulaech within 24 hours of placing your order, please check that the email address you have on file is correct. If you still need help, please leave your email to contact us.
8. What if my credit card is declined?
If your payment is not successfully processed or is rejected when trying to complete the purchase, you can use another payment method before completing the purchase.
9. OOPS! I was so excited to place an order that I forgot to use my code.
We know these things may happen. You can contact our customer service: support@mulaechic.net. We will try our best to solve your problem.
10. My order has been confirmed, but I just received an email saying that I have received a refund. What does it mean?
The item you ordered is so popular that it has been sold out between the time you place your order and the time we process it. The good news is that we will send you XX points via email. Useful tip: Please treat the points as cash, because it is store credit and you can buy it later. Store credit never expires!
11. How long will it take for my order to arrive?
At Mulaechic, we are proud and work hard to ensure that all packages are delivered on time.
12. What should I do if I receive the damaged item?
If your goods are damaged in transit, you are eligible for a full refund. When applying for a refund, be prepared to provide customer service with a chart that clearly shows the item's problem and its courier number as soon as possible. Please also provide the "Proof of Damage" document provided by your courier. Or, you can open the item in front of the delivery staff, if you find it damaged in transit, you can reject the item and send us an email about the case to re-ship it.
We know how important your order is, so our goal is to complete the order as soon as possible. Please note that we can help you modify your order before shipping. It includes changing the size or color of the product, removing the product, and changing your shipping address. Although we cannot cancel or change the order, you are welcome to return the product to us in accordance with our return policy.
2. How to track my package?
Please use the tracking option at the top of the page for quick information. In your shipping confirmation email, you will receive a link to the tracking history. From there, you can monitor the progress of the package until it arrives at your door.
3. My order was confirmed, but I received an email saying that I received a refund. What does it mean?
The item you ordered is so popular that it has been sold out between the time you place your order and the time we process it.
4. I placed an order two weeks/a while ago, only to realize that I received several emails and missed calls from Mulaechic. What's the matter?
If we need to verify your order or need to contact you about your order, we will send you further instructions via email. If we are unable to contact you after 7 days, your order will be cancelled and your original payment method will be credited to the full amount of your order (minus any discounts used when placing the order). If you used a coupon in your order, a new coupon will be issued for the part you paid for.
Useful tip: If you receive a message from Mulaechic, please contact us as soon as possible to prevent your order from being cancelled.
5. Why was my order cancelled?
There may be many reasons for your order to be cancelled:
If you order a single item, but due to (1) out of stock or (2) unexpected delays in our replenishment capacity, we cannot fulfill the order, your order will be cancelled, and your original payment method will be credited to your order The full amount (minus any discounts used when placing the order). If you used a coupon in your order, a new coupon will be issued for the part you paid for.
• In some cases, we cannot verify the billing information entered on the order. If the billing address does not match the address on file with the credit card issuer or bank, the order may be automatically cancelled. If your order is cancelled due to this, please contact your credit card issuer or bank to verify that the billing information is correct. After updating, please create a new order with the correct billing address.
• If our customer service team tries to get in touch with you about the order, but still fails to get in touch with you after 7 days, your order will be cancelled and your order amount will be credited to your original payment method (minus Go to any discount) to use when placing an order). If you used a coupon in your order, a new coupon will be issued for your payment
6. I placed an order, but I didn't see any movement from Mulaech, what's the matter?
There are many reasons why your order may be delayed. Please note that most orders will leave our distribution center within 24-48 hours of placing the order.
In some cases, our customer service team may hold orders that pose a risk of fraud or require additional review or verification to protect our products. When this happens, if your order is delayed due to review, our customer protection team will contact you directly.
In some cases, we may run out of hot products within 3 working days. If this is the only item you ordered, it will not cancel your order, but will remain until the item is back in stock and we can fulfill the order. When this happens, our customer service team will send you an email to notify you of the delay.
7. I placed an order, but never received a confirmation email.
If you do not receive an email from Mulaech within 24 hours of placing your order, please check that the email address you have on file is correct. If you still need help, please leave your email to contact us.
8. What if my credit card is declined?
If your payment is not successfully processed or is rejected when trying to complete the purchase, you can use another payment method before completing the purchase.
9. OOPS! I was so excited to place an order that I forgot to use my code.
We know these things may happen. You can contact our customer service: support@mulaechic.net. We will try our best to solve your problem.
10. My order has been confirmed, but I just received an email saying that I have received a refund. What does it mean?
The item you ordered is so popular that it has been sold out between the time you place your order and the time we process it. The good news is that we will send you XX points via email. Useful tip: Please treat the points as cash, because it is store credit and you can buy it later. Store credit never expires!
11. How long will it take for my order to arrive?
At Mulaechic, we are proud and work hard to ensure that all packages are delivered on time.
12. What should I do if I receive the damaged item?
If your goods are damaged in transit, you are eligible for a full refund. When applying for a refund, be prepared to provide customer service with a chart that clearly shows the item's problem and its courier number as soon as possible. Please also provide the "Proof of Damage" document provided by your courier. Or, you can open the item in front of the delivery staff, if you find it damaged in transit, you can reject the item and send us an email about the case to re-ship it.