Frequently Asked Questions
common problem
Coronavirus disease
Update on COVID-19
Please note that due to the use of COVID-19, many transportation companies are prioritizing shipment and receiving emergency and necessary medical equipment. This may mean that your package may stay in the shipping company for a long time, which will result in longer waiting times and delays. We hope you can understand, because this is completely beyond our control.
Do I need a subscription account?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
Which payment method do you accept?
We accept all major credit cards (VISA, Mastercard, Discover, AMEX) and PayPal payments.
How to guarantee my online order?
When purchasing online with a credit card, all information will be entered into the SSL secure web page. Then, your information is encrypted by SSL, and then sent directly to our credit card provider's network, where your card and transactions are authorized and approved. Your credit card information is not stored on our server.
Is there an exchange rate?
All our transactions are based on U.S. dollars. If your credit card is based on another currency, the total order amount will be calculated based on the daily exchange rate on the day the card issuer processed the transaction.
How to set up my shipping address?
Since our website and services are based on English, all the information you enter must be in English, including punctuation. If some letters in your address contain non-English letters, we suggest you use similar English letters instead. For example, you can change the letter "?" to "c".
Can I change the delivery address after placing an order?
Please note that your shipping address cannot be changed after the order is processed or shipped. Please update your shipping address to your residential address, not your holiday address, because we don’t know how long the destination customs department will hold the package on hold.
How high is the shipping cost and how do I pack my package?
Delivery time depends on the shipping option you choose. After the order is shipped, we will email your tracking number and tracking website. We are not responsible for delays caused by your country's customs authorities.
What should I do if there are missing items in my order?
If something is still missing, please contact us at support@eastrises.com immediately.
Transport
Where do we ship?
We ship to the world! Shipping costs will be charged according to the logistics form you choose and added at checkout.
How long will my order take?
Please note that due to the use of COVID-19, many transportation companies are prioritizing shipment and receiving emergency and necessary medical equipment. This may mean that your package may stay in the shipping company for a long time, which will result in longer waiting times and delays. We hope you can understand, because this is completely beyond our control.
For orders, the product may take 10-22 working days to arrive, depending on where you live.
Please also note that if the product you have purchased has been pre-ordered, it may take longer to reach your door due to manufacturing delays. Most pre-ordered products will take approximately 45 working days to ship.
What is your transportation and handling process?
Our processing time is usually about 2-3 working days before handing over the order to our shipping partner. Our transportation time depends on where you live in the world.
We use all major carriers and local courier partners. At checkout, you will be asked to choose a shipping method.
Return
What is your return policy?
Shopping for your kitchen should be fun, so don't be afraid to mix things up! If it is not the most suitable product, please return it in its original condition and packaging within 30 days after delivery and refund.
After we receive your return to our warehouse, we will start processing the return, which will take 2-3 working days.
Please contact us through the "Contact Us" page to initiate a return!
What if I receive a damaged or defective item?
We know this situation can be frustrating. Once we confirm that the item is defective, we will issue a brand new item for you.
We apologize for your imperfect experience.
Return shipping guide?
Our returns team will provide you with the closest location for you to ship your returns. We will process your return within 2 working days after receiving the product.
If you can provide a tracking number for us to return the package, then it will make it easier for us to ensure that your return is processed as soon as possible! We are not responsible for return shipping costs.
The return time depends on how long you can ship the product and when we receive it.
other
How to cancel an order?
As long as your product has not been submitted to us, we will cancel the order within 24 hours. 24 hours after the release, a 10% cancellation fee will be charged. No cancellation fee will be charged 24 hours before!
We usually submit items for fulfillment within a few hours, so the sooner you notify us of the cancellation, the more likely we are to do this.
If your order has been shipped, we ask you to follow our return policy in order to get a full refund after receiving the product!
Other queries?
If you have other unresolved questions or concerns, please feel free to contact us at support@eastrises.com we are here to help you!