10% OFF ORDERS OF $39.00+   |  15% OFF ORDERS OF $69.00+      CODE  : SUMMEROFFERS            

Conditions of Use

What is your return policy?

We make sure that all the products we ship are in perfect conditions but if you are not satisfied with your purchase, you may request a return within 30 days after receiving your package.

You can contact customer service and indicate which items you would like to return and the reason for the return. We will help you process a return and refund you for the amount of the items you have selected. For more information, you can check our return policy.

Where is your return warehouse?

Any address on the parcel is not approved return address, and we do not accept the returned package without authorized return address from customer service representative. Our return warehouse is in Atlanta Georgia in North America.

Could I get the full refund if I return the order?

-> We will offer full refund on all items that have been returned. Coupon codes and Ekinado points cannot be refunded as monetary value and will be deducted from the total amount of the refund.

Customers are responsible for the return shipping fee. The original shipping fee are non-refundable.

Ekinado is not responsible for missing, damaged, or packages lost in return transit, you can contact shipping company for a claim.

Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non- Ekinado products. We can’t refund until you contact shipping company to return to correct address or return correct products.

Do I need to pay for the shipping fee back?

Yes, the customers need to pay the return shipping. You can pay 8.99USD to get the return label or pay the freight to return it through the return address. Return shipping charges are non-refundable. We do not accept packages returned using (Cash on Delivery) service.

What is the RMA number?

It is Return Merchandise Authorization. We will send it with the return address in the return ticket. And when you drop the return package to the post office, you need to put it on the return package.

How do I return or exchange an item?

Please go to Return page and click on it, then follow the instructions on how to return your product.

When will I get the refund?

  1. The refund will be issued within 7 business days upon the receipt by our warehouse and verified the conditions of the items.
  2. It normally takes 10-20 business days for the refund to appear on your bank account. Or 1-3 working days in PayPal.

Shipping information

What is your processing time and shipping time?

Processing time is the time it takes to get your order ready to leave our warehouses. This includes preparing items, performing quality control, and packing for shipment. The shipping time doesn’t include the processing time. The shipping time is decided by the shipping method you choose and the distance of your destination.

Do you ship overnight?

Sorry we don’t have overnight shipping.

What if I did not receive the order?

If you don't receive your order, please contact us within 6 months after placing the order.

For orders within 6 months:

Customer responsibility: Input wrong address, etc.

Ekinado responsibility: Full refund or resend for products you did not receive.

For orders over 6 months:

The order is valid for 6 months, overdue requests won’t be accepted.

Payment issues

What payment methods do you have? And do you accept the cash

We accept PayPal and Credit card under paypal at the moment. We don’t accept the cash on delivery.

Why isn’t my promo code working?

Firstly, check if your code has been applied successfully. Then please check if the code already expired or in a wrong spelling.

Why my payment was declined?

If you have trouble paying via credit card: Please check the details of your card info to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In case your payment is still refused, we suggest you try a different card or payment method. If the advice above does not work, please contact your bank or submit a ticket with as much detail along with the error messages.

Can I use more than one discount code?

No! Each order can only accept one coupon.

Why do I need to verify my payment on my order?

Detailed personal information may be required for orders selected randomly by our fraud prevention team for further verification before sending out. It is our responsibility to protect our shoppers from any unwanted billings. If the verification is not completed within 15 days, your order will be subject to cancellation without further notice.

How to cancel the order?

You can log in your account to cancel your order within an hour of placing the order; or you can contact our customer service to cancel the order.

Why is my order canceled?

There are some reasons that the order will be canceled:

  1. You didn’t verify your payment on your order.
  2. Your order is out of stock.
  3. You have contacted our customer service to cancel the order.
  4. For the clearance, pending orders will be reserved for 60 minutes only. For other products, the order will be cancelled if you didn’t complete your payment within 48 hours.

Can I repurchase the canceled order?

Yes, you can log in your account to repurchase the canceled order. But if the item was out of stock, you can't repurchase.

Could I use the coupon next time?

Every coupon has its own expiring date. You can use it before the expiration date.

Could you refund the coupon for me?

No, the coupon can’t be refunded.

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