Ordering Policy
Do I Need an Account to Place an Order?
No. You may place an order as a guest without creating an account.
Creating an account may make it easier to view your order history, manage your information, and complete future purchases.
What Currency Will I Be Charged In?
Prices may be displayed and charged in your local currency based on your location and the currency selected on our website.
If your payment method uses a different currency from the currency shown at checkout, your bank, card issuer, or payment provider may convert the transaction using its applicable exchange rate. Additional foreign transaction or currency conversion fees may also be charged by your payment provider.
Santlet does not control the exchange rates or additional fees applied by banks, card issuers, or payment providers.
What Payment Methods Do You Accept?
We accept PayPal and payment methods made available through Shopify Payments. Depending on your country, device, and checkout eligibility, available payment methods may include:
- Visa
- Mastercard
- American Express
- Supported debit cards
- Apple Pay
- Google Pay
- PayPal
- Other local or accelerated payment methods displayed at checkout
The payment options available for your order will be displayed during checkout. Some payment methods may not be available in every country or for every transaction.
How Secure Is My Online Order?
Our website uses secure, encrypted connections to protect information submitted during checkout.
Payment information is processed by Shopify Payments, PayPal, or another authorized payment provider. Santlet does not directly store your complete credit or debit card details on its own servers.
You are responsible for keeping your account credentials and payment information secure. Please contact us immediately if you believe an unauthorized order has been placed using your information.
Can Santlet Cancel or Decline an Order?
Santlet may decline or cancel an order before shipment when reasonably necessary, including in cases involving:
- Payment authorization failure
- Suspected fraud or unauthorized payment activity
- Incorrect pricing or product information
- Product unavailability
- Shipping restrictions
- Incorrect or incomplete customer information
- Orders that violate our policies or applicable laws
If Santlet cancels an order after payment has been completed, a full refund will be issued to the original payment method.
How Do I Change or Cancel My Order?
Please contact Santlet Customer Support as soon as possible at santletsupport@163.com.
Please include:
- Your order number
- The email address used to place the order
- The change you would like to make or your cancellation request
There is no cancellation fee for orders that are successfully cancelled before packing or shipment.
Orders that have already been packed or shipped cannot be changed or cancelled. After receiving the order, you may request a return in accordance with our Returns and Refunds Policy.
Can I Change My Shipping Address After Placing an Order?
You may request a shipping address change before your order has been packed or shipped.
Once an order has been packed, processed for shipment, or shipped, the shipping address cannot be changed.
Please review your full name, address, postal code, telephone number, and other delivery information carefully before submitting your order.
Santlet is not responsible for delivery problems caused by an incorrect or incomplete shipping address provided by the customer.
How Long Does Order Processing Take?
Orders are generally processed within 1–2 business days after payment has been successfully confirmed.
Business days do not normally include weekends or public holidays. Processing may take longer during sales, holiday periods, product launches, or other periods of unusually high order volume.
When Will My Order Arrive?
Estimated shipping time is generally 2–20 business days after the order has been processed and shipped.
The actual delivery time depends on the destination country, shipping method, local carrier, customs procedures, weather conditions, and other factors outside Santlet’s direct control.
The estimated delivery period does not include the 1–2 business day order processing period.
Delivery estimates are provided for reference and are not guaranteed delivery dates.
Will I Be Charged Customs Duties or Import Taxes?
Most orders do not normally incur additional customs duties or import taxes. However, customs rules vary by country, and Santlet cannot guarantee that an order will be exempt from local charges.
If customs duties, import taxes, handling fees, or similar charges are imposed by the destination country or local authorities, they may be collected separately by the carrier or relevant authority.
Customs inspections or clearance procedures may also cause delivery delays outside Santlet’s control.
How Do I Track My Order?
Once your order has shipped and tracking information becomes available, we will send a shipping confirmation email containing your tracking number or tracking link.
Tracking information may take approximately 24–48 hours after shipment to become active in the carrier’s system.
If you have not received a tracking email, please check your spam or junk folder and confirm that the email address entered during checkout was correct.
Why Has My Tracking Information Not Updated?
Tracking updates may occasionally be delayed while the package is moving between facilities, undergoing customs clearance, or being transferred to a local delivery carrier.
A temporary lack of tracking updates does not necessarily mean that the package has been lost.
If your tracking information has not updated for an extended period, please contact us at santletsupport@163.com.
What Should I Do If Items Are Missing from My Order?
Please inspect your package as soon as it is delivered. If an item, accessory, part, or component is missing, contact Santlet Customer Support within 7 days of delivery.
Please provide:
- Your order number
- A description of the missing item or component
- Photos of all items received
- Photos of the outer shipping package
- Photos of the shipping label
- Photos of the internal packaging
- A video of the package and its contents, if requested
Please keep the original packaging, shipping label, and all received items until the issue has been reviewed and resolved.
What Should I Do If My Package Arrives Damaged?
If the package or product arrives damaged, contact us within 7 days of delivery at santletsupport@163.com.
Please include your order number and clear photos or videos showing:
- The damaged product
- The outer packaging
- The internal packaging
- The shipping label
Do not discard the damaged item or packaging until Santlet Customer Support has completed its review.
Contact Us
For questions about ordering, payments, cancellations, delivery, tracking, or missing items, please contact:
Santlet Customer Support
Email: santletsupport@163.com