FAQ

Buying

QHow do I purchase a product from the website?
1. Select the product you would like to purchase to and “Add to Cart.”
2. Click on “Checkout” to proceed to checkout and enter your shipping and payment information.
3. Click on “Submit Order” to finish.
QIs my credit card information safe?
Our site is hosted on a 128-bit (SSL) encrypted server, which encrypts all of your personal information, including credit card number, name, and address, so that your private information cannot be read as it is sent over the internet.
QHow do I check my order status?
Login to your account and select “Order Status” from the member menus. You can also check the delivery status with the tracking number you received. Select “Tracking” from the member menu to and enter the tracking number into the designated field. Tracking information is only available for domestic shipments sent via UPS.
QWhat is your return policy?
You may return any items for a credit or refund if the items are in new, unused, fully salable condition and returned within 30 days of purchase. Returned items are subject to 15% restocking charge which will be deducted from any credit or refund. No cash refund will be given.
QDo you have an alternative payment method?
You can send us a money order to 13012 Moore St. Cerritos, CA 90703. Once we receive the payment, we will ship out the product immediately.

Shipping

QWhen will I receive my shipment?
  1. Orders received after 12 PM P.S.T/3 PM E.S.T will be processed the following business day. Orders received before those times will be processed on the same day.
    • a. We will try our best to process and send out your shipment upon receipt, but depending on the time of year, (i.e., Christmas or other Holiday seasons) delays may occur.
  2. All orders received on the weekends or on holidays will be shipped on the following business day.
  3. All orders received from Continental US (excluding Alaska and Hawaii) will be sent out via UPS Ground. All international orders including to Alaska and Hawaii and APO, will be sent by an alternate carrier.
    (i.e., USPS or Private Delivery Service to Korea/China)
  4. Your shipments expected delivery date is contingent upon the carriers’ shipment delivery schedule.
    • a. For domestic shipment (excluding Alaska and Hawaii, it may take 3-5 business days.
    • b. For international shipments, it may take 5-10 business days.
    • c. May vary according to carrier’s holiday schedule or any ship-to addresses outside United States
    • d. Above referenced delivery date are meant as guides for expected delivery date and is not a guaranteed delivery dates.
QWhat is the shipping/handling charge?
  1. All domestic orders with the total amount less than $100 will be charged a flat shipping fee of $5.00.
  2. Free Shipping (UPS or USPS) for all domestic orders over $100.
  3. Shipping charges for international orders depend on destination. Email us at info@umekenusa.com or call us at 1-888-941-3311 for an accurate rate.
  4. For your convenience, there is NO handling charge.
QI have not yet received my products. What can I do?
Please call us at 1-888-941-3311. We will try our best to research any lost shipments.

Membership

QWhat are the benefits if I register with your website?
You don’t have to register to make a purchase. However, here are the advantages to registering with us. -Check your order status with the "Track My Order" link -Save your shipping / billing information -Add items to your wish list -Retain your cart information -Subscribe to our email lists -Redeem or use gift certificates
QHow do I register?
From Umeken USA’s homepage, select “Register” located in the Login box. Enter your information and select your desired ID/password.
QHow can I change my information?
You can login to your member account on our website and select “My Account” to change any information.
QI forgot my ID and/or password. What can I do?
From Umeken USA’s homepage, select “ID/Password finder” located in the Login box. Enter your registered email address and we will send your information to your email.
QI would like to delete my member account from your website. What can I do?
Please send your request to info@umekenusa.com with your Member ID, Name, and Email address. Once you request for the deletion of your account, your points will be deleted as well and you will no longer be eligible to retrieve your bonus items.
INDEX of FAQ