FAQ


1. When will my order be shipped?

For products in stock, we promise to ship within 48 hours. For the shipping time of pre-ordered products, please refer to the “estimated shipping time” on the Confirm Order page. Successfully paid orders are sorted in to different “batches” based on the sequence in which they were placed. Different shipping “batches” lead to different shipping dates. Please notice that the “estimated shipping time” and the “batch” number keep updating and can only be used as a reference. We will try our best to arrange your shipping by this date.

2. Why didn’t my payment succeed?

Payment failure could be caused by the settings of your credit card or payment account, such as your payment limit and available credit. Please verify this information first. Meanwhile, to ensure your payment safety, the banks and the payment platforms have other protection mechanisms. Transactions rated as high risk by this risk control system will be blocked automatically. If you are paying by credit card, please contact your issuing bank to see if they have deemed the transaction suspicious and blocked it from going through. If you cannot solve your payment problem, please contact us via service@kandaovr.com for help.

3. How do I change my shipping information?

If you need to change your shipping information, such as shipping address and telephone number, please contact us before the order is shipped.

4. What is “Tax and Others” and how is it calculated?

“Tax and Others ” include but are not limited to tariffs, VAT/GST, consumption tax and customs declaration fees. The number is calculated according to your local policies. The actual cost will be higher than the total amount calculated, and Kandao will pay the exceeding part for you. If you enjoy preferential tax policy in your countries/regions, please contact our team to change the taxes and fees for you via service@kandaovr.com .

5. How can I get the VAT invoice?

If you need the VAT invoice, please contact us via service@kandaovr.com

6. How do I cancel my order or return the product?

If your order hasn’t been paid for, you can cancel it on the My Orders page. For any other situation and our Return & Exchange policy, please visit KANDAO Sales Policy.

7. What’s the Warranty & Repair policy?

Please visit Warranty & Repair Policy.

8. Other questions

If your questions are not answered by the FAQ, please contact us via service@kandaovr.com


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