Q1: Are the redeemed products shipped for free?
A1: Yes, the redeemed products are shipped for free. However, please note the following exceptions: (1) If you make additional purchases during redemption, but the purchase amount is less than $50, free shipping will not apply. (2) Free shipping is not available for remote or specific regions.

Q2: Will the new membership system affect my membership level or current points?
A2: Your membership level will be upgraded based on your spending over the past 700 days. Please rest assured your existing points will not be affected. (Membership upgrade takes effect from July 19, 2024)

Q3: Can I merge my points accounts?
A3: Points cannot be merged across accounts. Each account maintains its own separate points balance.

Q4: Can I request a refund of points?
A4: Once a points redemption request is submitted, it cannot be canceled under normal circumstances. However, exceptions may be made in cases of out-of-stock items or other special circumstances.

Q5: Can I exchange or return the redeemed gift if I don’t like it?
A5: Redeemed rewards cannot be returned or exchanged. However, we value your thoughts! Please contact our customer support for reference if you have any feedback or suggestions about the gift. If your ideas are adopted, you’ll receive a special gift as a thank you.

Q6: Who is eligible to participate in the rewards program?
A6: The rewards program is open to all members. Nevertheless, customers who engage in the resale or bulk purchase of our products are not eligible to utilize their points for redeeming or purchasing items. If such activity is identified, we reserve the right to remove the accumulated points.

Q7: How long are the validity periods for my earned points?
A7: Your points will be valid for 760 days. Please note that all points will be reset to zero if no additional points are earned during this period.

Q8: How long are the validity periods for my membership levels?
A8: Your membership level remains active for 760 days. It adjusts based on your spending over the past year. If there are no spending records during this period, your membership level will revert to Level 1.

Q9: When is the monthly Member’s Day event?
A9: From 10:00 AM (GMT+8) on the 19th to 4:00 PM (GMT+8) on the 20th.