1. Do you ship to my country?
Generally, We ship orders all over the world except some islands. If you want to know more detailed information, please contact us by Facebook Messenger. Our Facebook Page is GuidingCross.
2. How long does it take？
Delivery Time= Processing Time + Shipping Time
Processing Time: 3-7 business days
USA : 8-15 business days.
Rest of the world: 10-20 business days
* Shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected date due to invalid address, customs clearance procedures or other causes.
3. How much is the shipping cost?
Generally speaking, the total shipping cost will depend on the following factors:
The shipment method you choose;
The destination country that the package ships to;
The number of items you order, as well as the total weight and volume (size) of the package.
We offer free shipping for orders over $79. The following is our shipping cost sheet.
Our advice is to visit our website, add the items to your cart and then view the shipping fee which will be automatically calculated and displayed.
4. How do I track my order?
As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order in “Track My Order" menu by copying the tracking number from order details or Notification Email. Please allow up to 72 hours for tracking to activate.
5. Order Cancellation
If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
6. Unclaimed orders
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of an incorrect or insufficient address.
7. Custom / Duty fees / Remittance fee
Customs fees and Sale tax are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that on rare occasions, customs agents may delay the delivery of some packages.
8. Separate Packages
In some instances, an order may be split into different packages for any of the following reasons:
Certain items may be on backorder;
Weight restrictions for regular shipping imposed by the post office.
9. Returns & Exchanges
We do not accept refund and exchanges for customized items once they are processed. Customized items are made specially for you, which cannot be used again for other customers. Thanks for your understanding.
You may return the new, unopened non-customized items within 30 days of delivery for refund. Items should be returned in their original product packaging.
If for any reason you would like to exchange your product. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so.
We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
COVID-19 Delivery Information
Due to the impact of COVID-19 on our warehouse and shipping operations, order process and shipping time may be delayed up to an additional 14 business days.
We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times.
Sometimes unexpected delay is caused due to thorough inspection, out of stock issue, especially during high-volume periods.
In case of any question and unexpected delay you can always contact with our customer service.
Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.
Get in Touch
Throughout the COVID-19 global pandemic, the wellbeing of our employees and customers has been, and continues to be, our priority.
To comply with social distancing measures and to continue to offer maximum protection to our teams, Our Customer Service and Distribution Centres remain operational; however we have significantly reduced the number of colleagues which means it may take a little longer to answer your query.
We would like to thank you for your continued support and understanding in these unprecedented challenging times.
Our Customer Care team aim to respond to any contact within 3 days.
Please do not include any credit or debit card details in your email.