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FAQs
How to place an order
Welcome to FSY CO. Frequently Asked Questions center! We're here to answer your queries regarding orders, products, payments, shipping, and after-sales service. If you can't find the answer you're looking for on this page, please don't hesitate to contact our customer service team; we're always happy to assist you.
Q1: How do I create an account?
A: Simply click "Register" or "My Account" in the top right corner of our website, then follow the prompts to enter your email address and password , shop directly online . Customized order need to check with customers service for printing logo or so on details , we will reply for you within 1 hours . Creating an account allows you to track orders, save wishlists, and enjoy exclusive member benefits , we will also provide " special gift " for our register customers to thanks for long time supporting & loving .
Q2: I forgot my account password, what should I do?
A: On the login page, click "Forgot Password," enter the email address you used for registration, and we will send you an email with instructions to reset your password.
Q3: Can I shop without creating an account?
A: Yes, you can choose to shop as a guest . However, we still recommend creating an account for better order management and to enjoy exclusive services.
A: To initiate a return or refund, please first carefully read our [Refund & Return Policy]. Then, log in to your account, select the relevant order on your "My Orders" page to submit a return/refund request, or directly contact our customer service team
A: For in-stock items, you may request to modify or cancel your order at any time before it has been shipped by visiting your "My Orders" page.
For custom products or orders already in the production phase, please contact customer service within 24 hours of placing the order to discuss modifications or cancellations. Beyond this timeframe, fees may apply due to incurred production costs.
1.How long does it take for orders to ship? How long until I receive it after shipment?
A:
In-stock items: Typically ship within 2-3 business days after your order is placed and payment is confirmed.
Custom items: Production time usually ranges from 7-15 business days, depending on customization complexity, and will ship immediately upon completion.
After shipment,international express delivery may take an estimated 3-15 business days, depending on the destination and chosen shipping method. Please refer to the product page or order details for specific timelines.
2.What shipping services do you offer, and how is shipping calculated?
A: We partner with reputable logistics companies such as [List partner carriers, e.g.,, EMS, UPS,DHL, FedEx] to provide various shipping options.
Shipping costs are automatically calculated based on the item's weight, volume, delivery address, and your selected shipping method. Some orders may qualify for free shipping; please check the checkout page for details( Small order ) , Customized or large order we will according to the weight or goods condition give the specific costs by air or by sea (CIF , CFR , FOB ..), give the quotation .
3.Will international orders incur customs duties?
A: For international orders, import duties, VAT, or handling fees may be imposed by the destination country/region. These charges are typically the responsibility of the recipient. We recommend consulting your local customs office before placing an order to understand their policies.
4.What if my package is lost or damaged upon arrival?
A: Please immediately take photos and contact our customer service team. We will assist you in communicating with the shipping carrier and resolving the issue as quickly as possible to ensure your rights are protected.
A: Once your item has shipped, you will receive an email containing a tracking number and a link to track your shipment. You can also log in to your account and click on the relevant order in the "My Orders" page for real-time tracking.
Payments Methods
Please follow our questions here.
A: We support a variety of major payment methods, including: [List specific payment methods, e.g., Alipay, WeChat Pay, Credit Cards (Visa, MasterCard, American Express), PayPal, etc.]. All payments are processed through secure encrypted channels to ensure your financial safety.
A: Absolutely. We use industry-leading SSL encryption technology to process all transactions. Your payment information is strictly protected and will not be stored or disclosed.
A: Payment failures can occur for various reasons, such as insufficient card balance, incorrect payment details, bank security blocks, or network connectivity issues. We recommend double-checking your payment information, trying an alternative payment method, or contacting your card-issuing bank. If the problem persists, please contact us.
Exchanges & Returns
Please follow our questions here.
Thank you for shopping with FSY Co. We are committed to providing you with high-quality products and a satisfying shopping experience. To protect your rights and interests, please read our Refund & Return Policy carefully.
- 1. Order Cancellation
1.1 In-Stock Product Order Cancellation
For in-stock products, you may cancel your order at any time before it has been shipped and receive a full refund. Please submit your cancellation request through your "My Orders" page or by contacting our customer service team.
1.2 Orders in Production or Custom Orders Cancellation
For orders that have already entered the production phase or custom-made products, cancellation requests require negotiation due to their unique nature. We recommend submitting your cancellation request within 24 hours of placing the order, which typically qualifies for a full refund. After 24 hours, a cancellation fee may be applied based on the production progress and incurred costs. Please contact our customer service team ([Your Customer Service Email/Phone]) for detailed discussion.
- 2. Returns & Refunds
2.1 Returns for Quality Issues
If you receive a product with a quality issue (e.g., broken, wrong item shipped, or significantly not as described), please contact our customer service team within 7 days of receiving your order and provide clear photos or videos as proof. Upon verification, we will offer one of the following solutions:
Full Refund: We will arrange for the return of the item and issue a full refund.
Free Replacement: We will send you a correct or undamaged replacement product.
Return shipping costs for items with quality issues will be covered by FSY.
2.2 Custom Orders Without Quality Issues
Due to the unique and personalized nature of custom-made products, which are produced according to your specific requirements, we do not accept returns or refunds for these items if there are no inherent quality problems (e.g., not broken, not wrong material used, not functional defect). Please carefully verify all details and requirements before confirming your custom order.
2.3 Refund Processing
Once your refund request is approved, the refund will be processed and credited back to your original payment method within 1-2 business days. Please note that banking institutions may require additional time to process and post the transaction to your account.
2.4 Return Shipping Costs
Return shipping costs for items with quality issues will be borne by FSY CO.
For returns due to non-quality issues (e.g., custom orders without quality issues, personal reasons), the return shipping costs will be the responsibility of the buyer.