FAQs
1. I’ve ordered your product, what if something is broken or the item is wrong when it arrives?
It’s better to take a photo or video of the packaging when you receive the goods. If there’s something broken, please contact our customer service representative Bella at support@atunushome.com with photos or videos, and we will figure out a solution.
2. I’ve placed an order from you, what if some parts are missing when it arrives?
Take a photo or shoot a video and send us an email at support@atunushome.com and advise which part is missing, we will confirm your issue and send the missing parts with our courier partner.
3. The item never arrived (lost in transit), what shall I do?
No worries, please contact our customer service with the order number and we will investigate and if the courier lost the item, we will issue a full refund.
4. What can I do if the carrier lost my package?
This rarely happens however if this situation was to arise, please contact our customer service with your order number, we will address the issue and issue full refund if needed.
5. How do I change or cancel my order after I’ve placed it?
We will accept changes or the cancellation of your order for items that have not been processed by US warehouse yet. If the items are dispatched but you haven’t received the package, please tell the carrier and refuse to pick up the package, and then contact our customer service via email or call to change or cancel your order. However, service charge will be involved and you can refer to Returns and Exchanges for more details.
*Please Note In-stock merchandise typically ships within 2–3 business days from the time an order is processed. Custom products are made just for you and therefore cannot be canceled.
6. How will I be refunded?
The refund will go back onto the original payment method you used to place the order with us and will be paid back to you via a return transaction (within 5-10 business days depends on the paying channel).
7. How can I change my delivery address?
If the package is shipped and it is on the way, please contact the carrier to correct the delivery address. If the package hasn’t been shipped yet, please contact us ASAP with your new delivery address.
8. Is your website secure?
This site has security measures in place to protect against the loss, misuse, and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and sign-in password, is stored in encrypted format at all times. This website, and more importantly, all user information, is further protected by a multilayer firewall-based security system.