FAQ
1. HOW TO PLACE AN ORDER?
Choose the quantity you want, then click "Add to Bag" or "Buy It Now." You will be prompted to create an account. Simply follow the instructions until you receive confirmation that the transaction has been accepted
2. DO YOU HAVE A MAXIMUM QUANTITY AND AMOUNT OF AN ORDER?
We have no exact limitation of an order.
3. WHAT KINDS OF PAYMENT CAN I USE?
You can use Visa, MasterCard, American Express, or debit cards with the Visa/MasterCard logo; as well as PayPal. All payment methods are safe and secure. Please note that personal checks and money orders are not accepted.
4. WHY MY PAYMENT HAS BEEN REJECTED?
Payment rejection can occur for several reasons. Here are some common ones to consider:
- Insufficient Funds: The most straightforward reason is that there may not be enough funds in your bank account or on your card to complete the purchase.
- Incorrect Payment Details: If there’s an error in entering your card number, expiration date, or CVV code, the payment may be rejected.
- Bank Security Checks: Sometimes banks automatically block transactions they perceive as suspicious or out of character. You may need to contact your bank to approve the transaction.
- Card Restrictions: Some cards have limitations on international purchases or online transactions. This can lead to a payment rejection if the store is based in a different country.
- Expired Card: If your card has expired, the payment will not go through.
- Payment Gateway Issues: The payment processor (such as PayPal, Stripe, etc.) might be experiencing technical difficulties or may have temporarily blocked the transaction.
- High Transaction Amount: Some banks may block transactions if the purchase amount exceeds a set limit.
You can try the following steps to resolve the issue:
- Double-check your payment details.
- Try a different payment method.
- Contact your bank to make sure the payment isn't being blocked.
- Contact us at support@millytree.com to check if we are experiencing payment gateway issues.
5. HOW CAN I CANCEL OR CHANGE MY ORDER?
If you need to cancel or change your order, you can do so on the order page by yourself. If you need to cancel or modify the order after it has been processed and shipped, please contact us at support@millytree.com as soon as possible. After canceling your order, if there is no dispute, your refund will be credited to your account in about 5 working days. To receive a full refund to your original form of payment, please review our RETURN POLICY to properly prepare your return order, and return the products to us according to the directions.
6. HOW TO TRACK MY ORDER?
After you successfully place your order and make payment, we will send you an order confirmation email (please note that there may be a delay if it is a holiday). Once the production of your goods is completed, we will ship the goods within a week and you will receive a notification once the goods have been shipped. Due to the long shipping time, you may not see updated logistics information for about 3 weeks. Please don't worry as this is normal, and the goods are still at sea. Once the goods arrive at the local area and clear customs, we will send you the logistics tracking number via email. Please check it carefully. By clicking the provided link in this email and entering the parcel number on the website, you can track your parcel.
7. WHERE CAN I VIEW MY ORDER HISTORY?
If you are a registered member, you can view your order history on your account order page.
8. WHAT IF I WANT TO DELIVER TO ANOTHER LOCATION?
You can change your billing address and enter the required shipping address in the appropriate fields when place an order or contact us before the order has been processed and shipped. If you want to change the address after delivery, as long as the goods are still at sea and have not yet arrived at your location, you can change the address for free. Once the goods have arrived at your location, and you request to change the address (within your own country), A reassignment fee of $80-150 will be charged. After you confirm the specific re-delivery address, we will inform you of the specific delivery fee amount.
9. WHAT CAN I DO IF I HAVE NOT RECEIVED MY ORDER?
Most parcels will arrive on time, but there are occasions when the tracking may indicate that a parcel has been delivered even though you have not received it. If this happens, please follow the steps below or contact us:
（1）Check to see if someone else at your address accepted the package without notifying you.
（2）Please be patient and wait for up to 12 hours. In some cases, the shipping company may deliver the items to your doorstep within 12 hours of confirming the delivery. You can also contact the carrier using the logistics order number to confirm the delivery details again.
10. WHAT CAN I DO IF THERE ARE MISSING OR DAMAGED PRODUCTS IN MY ORDER?
If the product you receive does not match your order or if it is damaged, please contact us via email at support@millytree.com with a picture of the product's condition and return the product in its original condition and packaging. If the return or exchange is due to our mistake, we will cover the cost. For more information, please review our RETURN POLICY.
11. WHAT IF I FORGET MY USERNAME OR PASSWORD?
No need to worry. If you forget your username, you can contact us and provide your phone number. We will help you locate your information. If you forget your password, simply go to the 'Sign in' page and click on 'Forgotten Password'. A link to change your password will be sent to your email address. If needed, you can also register for a new account.
12. HOW TO UPDATE MY PERSONAL INFORMATION?
The personal information gathered when you created a secure account can be changed by you at any time by managing your account online. Simply log into your account and change the information you want.
13. WHAT IF I WANT TO ASK AN EXPERT FOR ADVICE?
You can contact us with your questions by support@millytree.com via email.