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FAQ

There are a lot of countries that can't accept international express delivery because of COVID-19. If you come from these regions, you can place an order as usual, and we will reserve the order for you. When the express delivery resumes, we will send the express delivery in order of order.  If you want to cancel your order, please contact our customer service, we will refund you as soon as possible. We wish you and your family good health.

CUSTOM PRODUCT

Can I add a custom logo?

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Of course, we can provide logo customization, pattern customization and other services. The more the quantity, the lower the price. Welcome to contact us if you have any needs in this area.

Do you offer samples of your customized products?

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We can offer you a sample of your customized products, but you have to pay for the sample, and the specific cost depends on the material and process. Thank you for your understanding!

ORDER ISSUES

How do I place an order?

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To place an order:
Get into miracle-memory.com; Select items and add them in your shopping cart; If you have a discount code, you will get a discount; You will be transferred to our address information page. You can choose payment methods such as PayPal, credit card, and then pay.

How to update the quantity or remove the items in my cart?

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You can always click on the shopping cart icon of our website at any point to view your cart. Once you are on the cart page, you will be able to change the quantity on a product or remove the item from your cart.

How to choose the most suitable size?

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Our customers are from all over the world, and the sizes might be different. If you want to choose a suitable size, please browse the size guide carefully.

Can I change the address after my ordering?

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So sorry for the issue! You should pay attention to the shipping address when you pay. When the order is issued, the address cannot be changed. If your package returns to us due to an incorrect address, it will be canceled and refunded. You will be notified if this happens.

How can I make changes to my order?

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After you successfully place the order, we will enter the order preparation stage. If you have any requirement for the order, please inform us as soon as possible before your products enter the processing stage. We regret that we will not be able to execute such a request after the order has been processed and shipped.

How do I cancel my order?

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Cancellation of an order is allowed within two hours after placing the order. After that time, the cancellation will no longer be entertained. You may contact us by Line (@miracle-memory) to request for cancellation. Besides, we reserve the right at any time after receipt of the order to accept or decline the order, or any portion.

Why is my order unfulfilled?

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No need to worry, unfulfilled just means your order is processing and has not  shipped yet! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

Can I expedite my order?

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No problem! Select priority shipping in your checkout cart, and you’ll have to cover the difference in shipping cost, but we are sure it will be worth it.

PAYMENTS

Is ordering online secure?

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When purchasing online using your credit card, all of your information is entered into an SSL secured webpage. Your information is SSL-encrypted and sent directly to our credit card provider's network. Our host will process and authorize the transaction for us and your credit card information is not stored on our servers.

Exchange rates & Currencies

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All of our transactions are based in US Dollars. Prices are shown in different currencies on miracle-memory.com depending on the currency you choose, and it is for reference.
If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction. In addition, your issuer may charge service fees with processing payment in another currency. Please contact your bank for further information.

Do I have to create an account to shop?

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An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!

How are shipping rates calculated?

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We offer free shipping for you. More information will be updated in the bulletin board in real-time, wish you a happy shopping!!

Can I use more than one discount?

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Only one coupon can be used per order, and a coupon can be used in order once. Therefore, if you have more than one discount coupon, you can use it in the next order. 

DELIVERY

What's your shipping time?

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If you placed an order with miracle-memory.com, we will use the time to check the order normally 1-3 working days and the delivery time is 12-16 working days.  For more information, you can read our shipping policy.

How can I track my order?

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1.We have express services as our logistic partners.
2. Please track your order on www.17track.net. All delivery times are estimated depending on the carrier.

My package says delivered, but I didn’t receive it.

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Sometimes the tracking information can be incorrect, and packages are marked as delivered before they arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbors or post office for more information in the meantime!
If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information so that we may assist you further!

I received an order for something missing or wrong.

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We’re so sorry for the mix up with your order! Please email our Customer Care team by clicking  HERE with your order number, a picture of the incorrect items you received, and a picture of the packing slip with the stamped initial visible. Please note that all order issues must be reported within 14 days of delivery. We will get back to you asap!

What happens if my package returned?

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If you return your order to us:
Sorry, because of the particularity of the product, if there is no quality problem with the product, we will not accept the return or exchange. All sales are final.
If your package was returned to us by your local post office:
We’re so sorry to hear this! Your package may be coming back to us if it determines that the package is undeliverable, or if your country’s customs office rejects the package.
You can use your tracking number to estimate when your package will return to us. Unfortunately, we are unable to determine the exact reason why your package is returning to us, as we can only see the same information that you see via tracking. We are also unable to reship your order to you.
We will issue a refund once we physically receive your order back at our HQ and confirm that your package was undeliverable. If you would like to purchase the same items, you will need to place another order. We apologize for any inconvenience this may cause!

RETURN

Can I return what I have bought?

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Sorry, because of the particularity of the product, if there is no quality problem with the product, we will not accept the return or exchange. Once the product is damaged or soiled, we will also refuse to return or exchange it. 

I need my refund redirected to a different account.

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So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

How long will my return take?

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Once we confirm that we need to return or exchange, you’ll receive a pre-paid return label by email within a few minutes. Simply print out the label, attach it to a bag with the items you’re returning along with your packing slip (if you still have it), and send it back to us. We should receive it within 10-15 business days.
If you’re returning these items, you’ll see the refund processed 3-5 business days after we receive them.

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