Order Missing
Please contact us if you do not receive your order after 90 days, we will contact the courier company for updates and provide a refund to you if the order is unable to deliver or lost.
Defects
Please contact us and attach videos/pictures to indicate the problem if there is any defect in the product you received. Please keep everything from the order intact. We will provide a replacement or refund after we receive and confirms the return.
Delays
The longest shipping delay we have encountered since the COVID-19 pandemic is over 140 days (as of the first tacking update, Excludes order processing time) is with the default free shipping option. If your order delays for more than 140 days, please contact us for a solution (refund or reshipment).
Announcement
The COVID-19 pandemic has disrupted all international shippings, despite our effort to provide the best possible services we can, there may still be unexpected problems beyond our control. We sincerely apologize for anything that may happen and thank you for your understanding and effort to keep open communication.
Returns
Return Window
The return window is open for 7 days, as of the date of arrival (according to tracking records).
Please first contact us to open your return request. We will then confirm your return eligibility and facilitate your return process.
Eligibility
To be eligible for a return, all items from your order must be in the same condition as you received, with the original packaging and all parts intact. A restocking fee (35% of the item’s retail value) will be applied if the returned package has parts missing, human error damages, or severe packaging damages.
If the return is caused by the product quality or the mistake from us, you will be guaranteed to get 100% refund.
Refunds
Cleared Returns
Once your return is received and inspected by our staff, we will send you an email notification to update your return status and confirm the refund solution.
If you are cleared for a full refund, the refund will be processed within 48 hours, and the credit will automatically be applied to your credit card or original method of payment. (Usually in about 15 business days, depends on the processing speed of your payment provider.)
Uncleared Returns
Our staff will inspect the return once it is received. If there is any issue with the return (eg. missing parts, damages), we will send you an email notification on your return status. We discuss a solution based on the problem that occurred.
Refund Methods
For eligible returns or cancellations, customers can choose between the following refund methods:
- Refund to the Original Payment Method: If the purchase was made via credit card, PayPal, or other supported payment methods, a refund will be processed back to the original payment method used for the transaction.
- Store Credit: Alternatively, customers may choose store credit, which can be used for future purchases on cidootech.com. Store credit is a flexible and convenient option, allowing customers to enjoy a seamless shopping experience with us again.
When Store Credit is Prioritized
In certain circumstances, store credit may be prioritized over a direct refund to the original payment method. These situations include, but are not limited to:
- Purchases Made with 50% or More Discount: If a product was purchased at 50% off or more from the original retail price, store credit may be offered as the default refund method.
- Promotional Periods or Special Sales Events: During promotional events or sales periods, where significant discounts are applied, store credit may be the preferred refund method. This helps us maintain the stability of our promotions and offer better deals to future customers.
- Compensation-Based Refunds: In cases where store credit is offered as compensation for issues such as delayed shipping, product issues, or customer service resolutions, store credit will be issued instead of a refund.
How to Request a Refund
To ensure we process your preferred refund method accurately, customers are encouraged to reach out to us via email at support@cidootech.com. Please clearly indicate your preferred refund method when requesting a refund.
- If you prefer a refund to the original payment method, kindly specify that in your email.
- If you prefer store credit, we will issue a store credit code for use on future purchases.
- If no preference is provided within 48 hours of the refund request confirmation, the default refund will be processed as store credit.
Important Notes
Non-Refundable Items: Certain products, such as customized items and Mystery Boxes are non-refundable and cannot be returned for a refund or store credit unless there is a quality issue.
We strive to provide the best service possible and will always aim to offer the most suitable solution for our customers. If you have any further questions or concerns regarding our refund policy, please don’t hesitate to contact our customer support team at support@cidootech.com.
Exchanges
Unfortunately, we do not provide free exchanges. Please contact us for detail information if you would like to apply for an product exchange within the return window.
Non-Returnable Items:
Free & Promotional products
Free products, samples and promotional products with no-refund disclaimer are ineligible for refund.
Credits and Gift cards
Shop credits or gift cards are ineligible for cash refund.
Discounts
Promotions and discounts used in order are ineligible to apply full-refund, refund will be based on the actual amount paid.
Third-Party Fees
Any third-party fee incurred are ineligible for a refund. These may include but are not limited to: Foreign Transaction Fee from the customer's payment service, custom taxes, VAT, or expedited international shipping.
Products purchased from Distributors
Please contact the distributor/seller for your order refund, we are unable to track order information or provide refund for products purchased from distributors.
Return Shipping
To return your product, please contact us to confirm the return address.
Shipping Cost
You are responsible for the return shipping costs. Shipping costs are non-refundable. If a shipping label is purchased, the cost of return shipping will be deducted from the final refund.
Insurance Advice
If your shipment value is over $75 USD, we suggest you consider a credible shipping service with tracking available or purchase shipping insurance.
We DO NOT guarantee any refund if we do not receive the return.