FAQs & Help

Orders & Shipping

1. When will my order ship?

Orders placed during the Holidays and Festivals may take more days to reach their destination due to the uptick in orders with EMS and DHL.
Orders are processed within 1-3 business days, once your order is shipped, you will receive an email with the tracking number of the shipment.


2. Can I change or cancel my order, or change shipping address?

Reach out to us at service@erayvip.com as soon as possible after your order is placed. If your order is shipped, we are truly sorry that it cannot be canceled or changed.


3. Where can I track my order?

To track your order, sign in to your account to see your order history and tracking information. Or you can track your order shipment via official website of EMS or DHL:

EMS: http://www.ems.com.cn
DHL: http://www.dhl.com/en.html

4. Where does ERAY ship to?

We currently ship to the US, the UK, Canada, Australia, France, Germany, Italy, Spain and other European countries.


5. Where does my order ship from?

All orders are shipped from Shenzhen, China.


6. My package is said delivered, but I didn't receive it.

Sometimes EMS tracking information can be incorrect, and packages are marked as delivered before they actually arrive – oops! Your package will most likely be delivered within a few days, but it's great to check with your neighbors and/or post office for more information in the meantime!


7. How are shipping rates calculated?

We provide free shipping on any order of or over $29. Shipping fees of other products are calculated based on shipping method (air, sea or land) and product weight/ volume. Different shipping companies have different rates, so it's best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please Contact Us directly.


8. Will my package be charged customs?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value.

These fees are not included in your ERAY order and/or shipping total. ERAY assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient.


Payment & Promotions

1. Can I use more that one discount code at a time?

You can only use one discount code at a time.


2. What payment methods does ERAY accept?

Paypal is recommended.


Return & Refund Policy

You can return an item you bought from Erayvip only within 30 days after the day you received it. Contact Erayvip Customer Service by email us at service@erayvip.com first and we will do our best to advise you. The refund will finish within 2 business days once Customer Service Staff authorized. We require a receipt or proof of purchase in order to process your return or exchange: 
    • Returns must include all accessories
 • Items must include original packaging
 • Returns may be rejected if items do not meet the above requirements
Any item not in its original condition is damaged or missing parts for reasons not due to our error and doesn't meet the warranty. 


What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

If you have any other questions, please feel free to contact us at service@erayvip.com.
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