Order Management
Order changes, cancellations, and key status checkpoints.
Rules depend on payment status, QC stage, and shipping status.
Order Status Overview
Orders follow a clear flow from payment to QC and shipment.
- After ordering, support sends payment information.
- You complete payment and we confirm it.
- We move into stock preparation and QC.
- Shipping starts after QC confirmation.
Payment Management
Payment handling focuses on verification and basic security.
Payment Flow
- Support sends payment information after you place the order.
- You complete payment and we confirm it.
- After confirmation, we enter stock preparation and QC.
Payment Security
- We use encrypted payment channels.
- We do not store customer credit card details.
- Payment details are used only for order verification.
- High-value orders require extra verification.
Payment Failure Handling
- Bank rejection may cause payment failure.
- Network errors may cause payment failure.
- Risk scoring may block a payment.
- We can provide alternative payment methods.
Exchange Rate and Fees
- Website prices display in local currency.
- Banks or processors may charge handling fees.
- Crypto payments use the real-time exchange rate.
Order Changes
You can request changes before shipment, with clear limits.
What You Can Modify
- Shipping address.
- Contact information.
- Strap size.
- Model, color, and version.
- Payment method before payment.
Modification Timeframe
- You can request changes before shipment.
- QC-stage changes may affect shipping timing.
- After shipment, changes are not guaranteed.
- Carrier policy may limit post-shipment changes.
How to Request a Change
- Contact online support.
- Provide your order number.
- Support confirms what can be changed.
- Support completes the change and notifies you.
Modification Limitations
- Custom orders may not be modifiable.
- Changes may delay preparation once stocking starts.
- After pickup, address change may be impossible.
- In that case, exception handling may apply.
Customer Information Requirements
Correct information reduces delays, returns, and clearance issues.
Address Requirements
- Use a local-recognizable language and format.
- Include street, house number, city, state, and ZIP.
- PO Box addresses are not supported.
- Provide a reachable local phone number.
Common Mistakes
- Incomplete address details.
- Wrong ZIP code causing delays.
- Phone format not matching local standards.
Consequences of Incorrect Information
- Delivery delays.
- Return-to-sender situations.
- Extra shipping cost for resending.
- Customs clearance failure risk.
Address Changes and Delivery Rules
Address handling depends on whether shipment has started.
- Before shipment, address changes are free.
- After shipment, we try to redirect when possible.
- If redirect fails, a return may occur.
- Some countries require signature confirmation.
Special Shipping Scenarios
Some orders need split shipment or peak-season handling.
Split Shipment Rules
- Split shipment may apply for pre-sale items.
- Split shipment may apply for different warehouses.
- Split shipment may apply for size or weight limits.
- Each parcel has its own tracking number.
- No extra fee is charged for splitting.
- In-stock ships first, pre-sale ships later.
Peak Season Strategy
- Peak seasons include Christmas and Black Friday.
- Delays of 3–10 days can be normal.
- Customs pressure may increase during peaks.
- We may ship earlier or use faster routes.
- We may split shipments when needed.
How to Reach Support
Use one channel per case for clearer follow-up.
- Email supports long messages and after-sales records.
- WhatsApp supports faster replies.
- Website chat supports quick order questions.
General inquiries reply within one hour.
After-sales requests get a plan in 1–3 business days.