FAQ

1. Where do you ship from?
   Orders can be shipped from our partner warehouses in China, Hong Kong, the United States and other regions, depending on real-time inventory and delivery destination. The shipping location will not affect product quality, pricing or your after-sales rights.
2. How long will my order take to arrive?
   We process orders within 1–3 business days once payment is confirmed. Estimated delivery takes 7–12 business days after dispatch. International shipments may experience unexpected delays due to customs clearance, which is outside our control. Business days exclude weekends and public holidays.
3. What is your shipping fee & free-shipping rule?
   Flat shipping fee **$4.99 USD** for orders valued from $0.00 to $49.99 USD Free standard shipping applies to all orders over $50.00 USD Additional fees may apply for heavy or oversized goods and will be displayed at checkout. Import duties, customs taxes and local clearance charges are the responsibility of the recipient.
4. Will I receive a tracking number for my order?
   Yes. A tracking number will be sent to your registered email address once your parcel leaves our fulfillment warehouse. You may use this number to check your delivery progress online.
5. My package is delayed / lost / not received. What should I do?
   Please first check the latest tracking updates. If your parcel remains stuck, delayed or marked lost, email our customer service at service@martlyhub.com with your order number and tracking ID. We will coordinate with logistics carriers and provide solutions such as reshipment or refund after review. We are unable to offer compensation if the non-delivery is caused by an incorrect address provided by you.
6. Can I cancel my order?
   You may cancel your order and get a full refund before your item is packed and dispatched. Once shipment has been arranged, order cancellation is no longer available. After receiving your package, you can submit a return request following our 30-day return policy.
7. Are your daily goods and home items inspected before shipment?
   All home supplies, daily necessities and lifestyle products in our store go through basic quality checks before leaving the warehouse. We verify appearance, function and packaging to reduce the chance of defective items. Minor colour differences caused by screen display are normal for daily merchandise and do not count as product defects.
8. What is your return & exchange policy?
   We provide a 30-day return period starting from the day you receive your parcel. Returned goods must be unused, unmodified, in resellable condition with original packaging, tags and all included accessories. Custom-made products, hygiene-sensitive goods, clearance final-sale items, and goods damaged by improper customer use cannot be returned. You must contact our support team to obtain authorised return instructions before sending items back. Returns sent without prior authorisation may not be processed.
9. Who pays for return shipping cost?
   For returns due to personal preference (change of mind): You cover all return shipping fees. The original outbound shipping cost will not be refunded. For defective items, damaged goods on arrival or incorrect items shipped (our error): Shenzhen Desihe Cross Border E-commerce Co., Ltd. will cover valid return shipping costs. Clear photo proof will be required for verification.
10. When can I get my refund after return approval?
    After we receive and inspect your returned package, we will approve or reject your refund request. Once approved, funds will be returned to your original payment method. Please allow 5–10 business days for your payment provider to complete the refund processing.
11. Who handles after-sales service for my order?
    Shenzhen Desihe Cross Border E-commerce Co., Ltd. is fully responsible for all after-sales matters including returns, refunds and quality issue resolution. Our fulfillment partners only perform packing and delivery tasks and have no after-sales contractual obligations to customers.
12. How can I contact customer service and what are my personal data rights?
    ‑ Email: service@martlyhub.com ‑ Phone: 16515414347
    ‑ Customer Service Working Hours: Monday to Friday: 9:00 AM-5:00 PM (GMT+8, China Standard Time)
    ‑ Operating Company Address: Room 508, Yaoguang Building, Xinggang Tongchuanghui, No. 6099 Bao'an Avenue, Xinhe Community, Fuhai Subdistrict, Bao'an District, Shenzhen

You hold the rights to access, amend, delete, restrict or object to the processing of your personal data. You can also request a copy of your personal information in a standard readable format or file a complaint with local data protection authorities. Please send privacy enquiries via our support email. We will respond within 30 calendar days once we receive your identity-verified request.

If your question is not listed above, feel free to reach out to our customer support team.