Frequently Asked Questions
Sorry, we don’t have offline stores at this time. In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only sell online.
First, confirm the expiration date on the promo code has not expired. Then check the accompanying exclusions on your promo code to see if there are any prohibiting the discount, some promotions are limited to specific categories.
If you do not receive the order confirmation message within a few minutes of your purchase, please check your junk or spam email folder just in case the information was delivered there instead of your inbox. If your confirmation didn’t arrive to either place, please contact with Customer Service via support@ETH.com.
You can contact us in 3 ways: a. Email us at firstname.lastname@example.org. We will respond you within 24 hours. b. Call us at +86 13246613746, 10:00 AM - :00 PM & 2:00 PM- 4:30 PM, Monday - Sunday (PST/PDT), or you may leave a voice message with your call back number, we’ll get back to you as soon as possible. c. If you view our product from our Facebook Page, you can directly message us on our page.
Using the item number from your email confirmation or from the packing list, key the item number into the search box. Once you are on the product detail page, the assembly instructions are there and you can print as needed. For some of our most popular items, we also have assembly instruction videos on our Youtube channel, and you can contact with our customer service to get the video link.
Every product has a “Weights & Dimensions” section on the product page. Some products have additional scene pictures showing how the item will fit in a room.
Our product information is provided by our suppliers and is complete to the best of our knowledge. We do not have additional details aside from what is listed on the product page.
For most products, we do offer replacement parts. When contacting Customer Service, please have item number available so they can better serve you. You can find the item number on your emailed order confirmation.
Generally, all items will be sent for shipment within 5 hours after we receive the payment. Therefore, you can directly contact with our customer service at email@example.com to cancel or change a order within 5 hours after you submit it. For the cancellation or change request exceeds 5 hours after the order was placed, our customer service will check the status of your order and tell you how to deal with it. Please note that we cannot cancel orders that have been shipped out, you can initiate a return/exchange following our Return & Exchange policy after you receive it.
We cannot edit an order or shipping address after the order is submitted. You may cancel the order within 5 hours of placing it and replace it with the correct information. If your item has shipped and you need an address correction, we recommend using a carrier provided service like UPS My Choice or FedEx Delivery Manager to update your address or make delivery arrangements directly through the carrier.
The billing address will be automatically generated to the same as the shipping address. If you want to change it, you can click on "Edit" at the check out page (after clicking the PLACE ORDER button). Please find an example below. If you paid already, then no need to change the billing address, as we'll just ship the order to the shipping address that you left on our site. Therefore, it does not matter that the billing address is different from the shipping address.
At present, all the items sold on our website are stocked in our own warehouse and are ready to ship. We ship all orders within 1-2 business days (48 hours). A shipping notification email with tracking number will be sent to your email address once your order has been processed and shipped out.
Several delivery carriers are experiencing delays due to high demand. Most of our shipments are delivering on time, but some may experience fewer updates during transit or show no movement until they reach your local delivery hub. Please check your tracking frequently for updates.
We will do partial shipping for your order in the following conditions:
1. Items are in different warehouses.
2. Weight or size limit of customs or courier.
3. Hot-sale items need additional preparation time. You will receive an email notification when each parcel is being shipped.
If there are mistakes with your order, or products arrive defective/damaged at the time of receipt, please contact our Customer Service with:
1) Your order number
2) The SKU number or picture of the item
3) A description of the problems and some additional clear pictures Our customer service will get back to you as soon as possible.
You can set up a return for most new and unused products within 30 days of its delivery. For more details, please review Return & Exchange Policy.
Upon acceptance of your return, a refund will be issued to the account that the funds were originally drawn from at the time of purchase, please allow 5-7 business days for any credit or refund to display on your credit card statement.