FAQ

Frequently Asked Questions (FAQ)

Find answers to common questions about orders, shipping, returns, products and more.

Order

How can I cancel an order?

As long as your order status is “UNFULFILLED”, you can cancel the order from your end before 07:59 a.m. (PST) the next day (before packaging begins at 8:00 a.m.). :contentReference[oaicite:1]{index=1}

Can I edit my order if I've made a mistake?

If you need changes, we recommend canceling the original order and placing a new one. If you used a discount code, please contact customer service — discount codes cannot be reused. For large or complicated orders, we may assist with edits depending on timing and warehouse status. :contentReference[oaicite:2]{index=2}

I entered the wrong shipping address. What should I do?

Contact our customer service (help@anua.us) immediately. If the order hasn't been fulfilled yet, we may be able to update it. If it's already processed, we can't guarantee changes. Any extra charges from address changes (e.g. courier fees) will be the customer's responsibility. :contentReference[oaicite:3]{index=3}

I was double-charged when using PayPal — is that normal?

Sometimes PayPal uses "pre-authorization" which shows as a temporary charge, then finalizes one payment after approval. The duplicate charge should be refunded automatically. If the refund doesn't arrive within a month, contact us. :contentReference[oaicite:4]{index=4}

Shipping

When will my order ship out?

Orders are processed daily; once dispatched from our warehouse in Los Angeles (LA), you will receive a confirmation email with a tracking number. :contentReference[oaicite:5]{index=5}

Which courier do you use and how long does delivery take?

We use UPS or USPS for shipping. Delivery times vary by location, but generally take about 6–7 business days. :contentReference[oaicite:6]{index=6}

How much is the shipping cost? Do you ship internationally?

For U.S. orders, standard shipping is a flat rate of $6.99; free shipping is available for orders over US $70. :contentReference[oaicite:7]{index=7} Currently, we do not offer international shipping outside the U.S. :contentReference[oaicite:8]{index=8}

My tracking shows delivered but I haven’t received the package — what should I do?

Please contact customer service as soon as possible. If the issue results from an incorrect address you provided, you may be responsible. Otherwise we will assist. :contentReference[oaicite:9]{index=9}

How can I track my order?

After the order ships, you’ll receive a confirmation email containing a tracking number. You can also track via your account page. We ship with UPS／USPS. :contentReference[oaicite:10]{index=10}

What if my package arrives damaged or items are missing?

Please email customer service (help@anua.us) with at least three photos: 1) Exterior packaging with visible shipping label/tracking number, 2) All items as rece