FAQs
Q: If I have any questions, who should I contact?
A: If you have any questions, feel free to email us at cs.store@gryphline.com. Our customer service team will get back to you as soon as possible (service hours are Monday to Saturday, 9:00 AM to 7:00 PM, UTC+8).
Separate notice for holidays.
Q: When will my order be shipped?
A: Regular in-stock items will be arranged for dispatch within 15 business days after you receive the confirmation email (excluding weekends or holidays). You will receive a notification when your order begins shipping. In certain special cases, we may also notify you via email, so please check your email promptly.
Q: What should I pay attention to when filling out the address?
A: Please provide your detailed address: street number, street name, city, state/province, postal code, and workplace or apartment number. Also, include your email address and phone number. Failure to provide the correct address may extend delivery time or result in the loss of your package. Double-check your complete address before submitting your order.
Q: How can I change my address?
A: The delivery address can only be changed before shipment. You can send an email to cs.store@gryphline.com to contact customer service for a change of the delivery address. We will assist you in making the address change. Ensure the completeness and accuracy of the delivery address. This includes verifying the accuracy of street number, street name, city, state/province, postal code, and workplace or apartment number. Please note that due to different shipping fees and taxes in different countries/regions, changes are only allowed within the same country/region.
Q: How can I modify an order I've already placed?
A: We cannot modify placed orders. If you wish to cancel an order and place a new one, please email cs.store@gryphline.com. To provide better service and customer experience, we will contact you to discuss possible solutions based on the feasibility of platform rules and policies.
Q: I have received my items, but they are damaged, defective, missing, or incorrect.
A: Please email us at cs.store@gryphline.com. If you receive damaged or defective items, please initiate an after-sales request before requesting a refund directly. Send us an email at the said address, and attach your full name, order number, and clear photos and/or videos (reasonable quality and length) of the damaged, faulty, lost, or incorrect items. Include the shipping label in the same frame. Once the application is approved, we will dispatch replacement items as soon as possible.