Frequently Asked Questions

Coupons are a great way of saving extra money on your orders. You can use coupons issued by site name when you purchase products from our website or app. Using coupons will reduce the cost of your order.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

You can get coupons in the following ways:

1. On promotion pages
During special promotions, such as our Anniversary Sale and Black Friday, you will find different activities or games that can win coupons or allowances (which can be superimposed with coupons).

2. On product detail pages
You can go to the details page of any product to view the currently available coupons, copy the code, and enter the code at checkout to use. [The discount code will be changed from time to time; please refer to the product page for the latest discount code.]

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

You can use your coupon when you place the order. Here's how you can use it:

1. Place your order
Choose your desired product, and click Buy Now or Add to Cart to place your order.

2. Use the coupon when you confirm your order
You will then be taken to the Order Confirmation page, where you need to confirm your order and use your coupon. There are two ways to add coupons:
i. Choose the coupon you have got.
ii. Apply the coupon CODE you have copied before. Click “Apply” and the discount rate or money rebate will be deducted from the total.

NOTE:
When using your coupon, please pay attention to the following:
1.Price won't be adjusted unless your order reaches the minimum.
2.The coupon cannot be used during the non-validity period.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

Sometimes, it looks like no coupons are available. In this case, you can check the following:

1. Are you meeting the minimum spending requirement? If not, you could add more products to your cart.
2. Is your coupon still valid? If the coupon is expired, you can't use it on your order.
3. The coupon receive limit has been reached.
4. The coupon usage limit has been reached.
5. The items in your cart cannot be used with the coupon. Some coupons are restricted to specified products, categories, or promotion pages.
6. The coupon code has been incorrectly entered.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

You can use any of the payment methods listed below to pay for your order. We take your security very seriously; therefore, your payment details are safe with us.

Paying with Credit or Debit cards

1. Choose your shipping address OR create a new one.
   2. Choose credit card payment and click on your card type.
   3. Enter your card details and check the cardholder details.
   4. Click 'Make Payment,' and your payment will be processed. A receipt will be sent to your email inbox.

Paying with GPay

1. Log into your GPay account.
2. Choose the GPay payment method and click "PLACE ORDER";
3. Select or add your card on Gpay and submit the payment;
4. Your payment will be processed, and a receipt will be sent to your e-mail inbox.

Paying with Apple Pay

1. Log into your Incerunmen account.
2. Choose Apple Pay payment method and click "PLACE ORDER";
3. Select or add your card on Apple Pay and submit the payment.
4. Your payment will be processed, and a receipt will be sent to your e-mail inbox.

Paying with Paypal

1. Log in to your PayPal account.
2. Enter your card details; the order will be shipped to your PayPal address. Please check it is correct, then click Submit.
3. Your payment will be processed, and a receipt will be sent to your e-mail inbox.

If you have any questions, please contact our help center (email: [email protected]) for cared customer service for further assistance; we will do our best to help you.

The CVV/CVC code (Card Verification Value/Code) is located on the back of your credit/debit card on the right side of the white signature strip; it is always the last 3 digits in the case of VISA and MasterCard.

Please copy your CVV/CVC code from the back of your card and continue with your payment.


VISA uses the CVV or CVV2 code, and MasterCard uses the CVC or CVC2 code.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

There can be several reasons as to why a payment by credit card is declined. For instance, a typo, an invalid card, missing verification, or a technical error on our website.

If your card information appears correct, it is best for you to contact the card issuer to request more information and accept the charges.

We are happy to offer the following alternative payment options:PayPal.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

You can check your order by the following ways:

1. To view your previous orders, sign in to Incerunmen with your email address and password.

2. Select the "My Account" icon to enter your personal center.

3. You can find the "ORDER HISTORY" icon in the upper left corner of the desktop page; click the order ID to view the order details.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

If you need to modify your order, please contact our customer service as soon as possible before the order is shipped. Once the order has been shipped, we cannot modify it.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

Orders can be cancelled for several reasons:
1. All ordered products are out of stock
2. Unable to deliver
3. Your account has security risks, and the system will automatically cancel it.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

1. If your order has not been processed or has not been delivered beyond the expected delivery time, please contact us and we will assist you to cancel the order.

2. If your order has been shipped, we are sorry to inform you that the shipped order does not support cancellation at the moment. It is recommended that you sign for it and then try again, or reject it. After the package is returned to us, we will arrange a refund for you.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

You can track your order by the following ways:
1. By self-service query

a. You can click here to check your Order Status at any time.

# Email: the email address you filled in when you created the order

# Order number: After successful payment, you will receive an order confirmation email where you can catch your current order number.

# Tracking Number: After shipment, you will receive a shipping confirmation email where you can catch your order tracking number.

b. You can track the order on your account or search the delivery information in https://www.17track.net/en with your tracking number.

2. By our email

After successfully paying and placing the order, you will receive a confirmation email, which will contain all the products you purchased this time; after the order is shipped, you will receive another email, which will contain the logistics tracking information of your package.

Some orders may not be able to successfully display the order logistics information due to a short time. Please do not worry. This does not mean that your package has not been shipped. Please wait patiently for a period of time and you will get the logistics information according to the logistics tracking information.

3. By our customer service team

If the above inquiry methods cannot solve your questions, you can get help through the following contact information. We welcome your consultation at any time.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

The total time you received your order, including order processing time and shipping time.

Processing time: Usually each order will be processed within 1-2 business days.
Shipping time: Usually, the shipping time for each order is 15-20 business days.

NOTE:
1. The delivery time depends on the delivery address when you place the order. The time between when your order has been shipped and delivered to you is15-20 business days at most times.
2. If you have ordered multiple products in one order, you may receive a few separate shipments; the delivery time may also differ.
3. In addition, the processing time of the order is also affected by the product inventory.
a. In stock: all orders will be packaged and shipped within 1-2 business days, and then the package will arrive in about 15-20 business days.
b. Out of stock: the replenishment will be completed in about 20 days (we usually display the return time of products above the "Add to cart" button), and the delivery will be arranged for you as soon as possible. When the products are shipped, the package will arrive in about 15-20 business days.
4. After the products are shipped, we will send you an email related to the delivery and attach the logistics tracking information of this order in the email. You can check where your order has arrived according to this information. Please be sure to check your email information to prevent it from being thrown into the garbage bin.
5. Shipping time refers to the estimated delivery time after the order is shipped. Business days do not include Saturday/Sunday and any public holidays. These estimates are based on normal circumstances and are not a guarantee of delivery times. We are not responsible for the failures or delays in delivery resulting from any force majeure event, such as natural disaster, bad weather, war, and any other event beyond our direct control, such as public holidays and customs issues.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

The price is calculated based on the total weight of the items in your order.
The exact amount is subject to the final price displayed on the checkout page.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

Shipping Methods

We provide Standard Shipping to most countries, and Express Shipping services are still gradually opening up. Currently, Express Shipping is only available to select countries or regions.

Free Shipping for U.S.:

We offer free shipping services to most countries when your order total reaches USD 199.99. (Note: Free shipping is calculated on the subtotal after discounts are applied.) The final price will be reflected on the checkout page.

Note for U.S. Customers:

All orders are subject to DDP (Delivered Duty Paid), which means taxes and duties are included in your checkout amount. The shipping cost will be calculated on the checkout page, and the total amount includes applicable taxes.

Other Countries/Regions Customers:

Free Shipping:

We offer free delivery services for most countries when the total order amount reaches USD 119.99. This free shipping offer applies to a wide range of countries and will be reflected on the checkout page.

Countries eligible for free shipping:

Note for Non-U.S. Customers:

We want to assure our valued customers outside of the United States that our shipping policies remain unaffected by the U.S. tax reforms. You can continue shopping with confidence, as the delivery times and policies for your region remain the same. No delays are expected for shipments to other countries.

⚡ Worldwide Delivery Times:

• Orders are processed within 1-2 business days. During holidays, there might be delays.
• Delivery times vary based on your delivery address and selected shipping method, typically ranging from 10 to 15 business days.
• Some orders may be shipped in separate packages if multiple items are ordered.
• In-stock items ship within 1–2 business days; out-of-stock items will ship within 20 days.

After your order ships, you will receive a shipping confirmation email with tracking details.

Shipping Cost:

Shipping fees are based on the total weight of your order and are displayed at checkout.

Countries We Do Not Ship To:

America: Angola, Argentina, Aruba, Bermuda, Chile, Costa Rica, Dominican Republic, Greenland, Guadeloupe, Jamaica, Martinique, Panama, United States Minor Outlying Islands, Uruguay
Europe: Bosnia & Herzegovina, French Southern Territories, Guernsey, Liechtenstein, Malta, North Macedonia, Serbia
Asia: Azerbaijan, Brunei, China, Georgia, India, Iraq, Lebanon, Qatar
Africa: Mali, South Africa
Oceania: New Caledonia
Middle East: Kuwait
Other: Saint Martin, Turkey

Order Tracking:

1. Self-Service Query:
   You can track your order by entering your order number and email on our Order Status Page or www.17track.com.
2. Via Email:
   After your order ships, you will receive an email with tracking details.
3. Customer Service:
   If you cannot find your order status, please contact us at [email protected].

Contact Incerunmen

Email:
[email protected]
Email Reply Time: 9am to 6pm, from Monday to Friday (UTC+8 time zone).
If you have any other questions, please feel free to contact us. We look forward to responding to your inquiry within 24 hours of the business day.

Tracking updates can be delayed when the parcel is:

1. Going through local customs clearance procedures
2. At the post office sorting center
3. Held up by uncontrollable factors, includinglabor strikes, bad weather, political issues, etc.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

You may not receive your package under the following circumstances:

1. Your order is in transit, and it is within the estimated delivery time; please wait. In most cases orders will arrive within the estimated time. If your order has not arrived and it is taking longer than the estimated delivery time, please contact us.
2. Your order may have been returned for the following reasons:
- The courier attempted to deliver to you but could not find you to sign for the delivery.
- The shipping address is incorrect or incomplete.
- The package was rejected during customs clearance.
- The item is lost in transit.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

Customers can contact us within 30 days from the date of receiving item(s), except for the non-returnable items. If you have received a defective or damaged product, the wrong size, or the wrong product, please email us immediately.
For specific after-sales policies, please refer to the link at our website: Return Policy

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

How To Return

1. Contact Customer Service with order information and a brief description of your return. We will send you a printable slip with more instructions. It contains our return address and basic information about your returned order.

2. Print the return slip and put it inside your package along with the item(s) you are going to return, and pack the item properly.

3. Send item(s) back to us through local post office. If you are in urgent need of handling the returned parcels, please contact our customer service and provide a tracking number for the returned parcels.

4. We will process your return in 1-3 business days of receipt of the package.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

We will notify you once we have received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

 
Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you have any questions, please feel free to contact our customer service via live chat or email: [email protected]" href="mailto:[email protected]">[email protected].

Some individuals have been impersonating our brand using similar email addresses to contact influencers and promise free products. Please be aware that INCERUNMEN will only contact you through emails from @incerunmen.com. If you receive collaboration offers from any similar address, please ignore them.