FAQ

Frequently Asked Questions (FAQ)

1. ORDERING

Do I need to have an account to order?

No, you can place an order as a guest. However, creating an account with us provides additional benefits:

  • Faster checkout process
  • Easy access to your order status and order history
  • Receive updates about new products and special offers

What if I forgot my password?

On the login page, click "Forgot Password?" and follow the instructions to create a new password.

What if I entered the wrong email address?

Please contact our customer support team as soon as possible. We can help update your account information, including your email address, name, or shipping details. Please note that changes cannot be made once an order has already been processed.

Are there any exchange rates?

All transactions are processed in US Dollars (USD). If your payment card uses another currency, the final amount will be calculated according to the exchange rate applied by your card issuer at the time of processing.

What payment methods do you accept?

We accept major credit cards, including:

  • Visa
  • Mastercard
  • American Express (AMEX)
  • PayPal

We currently do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

How secure is my online order?

Your security is our priority. All payment information is processed through secure SSL encryption technology. Your payment details are securely transmitted to our payment provider for authorization.

We do not store your credit card information on our servers.

How do I change or cancel my order?

If you need to modify or cancel your order, please contact us as soon as possible.

Orders can only be changed or canceled before they have been processed or shipped. Once an order has entered the fulfillment process or has been shipped, cancellation requests may no longer be accepted.

If a cancellation is approved after payment has been processed, the refund will be issued to your original payment method.

How do I set my shipping address?

Please make sure all shipping information is entered correctly using English characters and standard punctuation.

To avoid delivery issues, please provide a complete residential shipping address, including your name, street address, city, postal code, and country.

Can I change my shipping address after placing an order?

Shipping addresses cannot be changed after an order has been processed or shipped.

Please carefully review your shipping information before completing your purchase.

When will my order arrive?

Delivery times depend on your selected shipping method and destination.

Once your order has been shipped, we will send tracking information via email. Tracking updates usually become available within 24-48 hours after shipment.

Please note that delays caused by customs clearance or local carriers are outside of our control.

How do I track my order?

Once your order has shipped, we will email you tracking information. You can use the tracking number provided to monitor your delivery status.

Can I use several discount codes in one order?

Discount codes and promotional offers cannot be combined unless otherwise stated.

What do I do if I have missing items in my order?

If any item is missing from your order, please contact our customer support team as soon as possible with your order number and details of the missing product.

2. SHIPPING AND CUSTOMS

When will my order be processed?

Orders are usually processed within 2-3 business days after payment confirmation.

After processing:

  • Orders shipped from local warehouses typically arrive within 3-5 business days
  • Orders fulfilled from international warehouses typically require 10-15 business days

Processing and delivery times may be extended during holidays, promotions, or periods of high demand.

Orders are processed Monday through Friday. We do not process or ship orders on weekends.

If you have not received tracking information within 5 business days after payment confirmation, please contact our customer support team.

How will my order be shipped?

For detailed shipping information, please visit our Shipping & Delivery page.

3. RETURNS

How do I return an item?

If you are not completely satisfied with your purchase, please contact us within 30 days of receiving your order.

Please provide:

  • Order number
  • Reason for return
  • Relevant product details

Our customer service team will review your request and provide further instructions if your return is approved.

All returned items must be unused, in original condition, and include original packaging.

Will shipping be covered for my returns?

Customers are responsible for return shipping costs unless the item received is incorrect, damaged, or defective.

What if the item I received is defective, incorrect, or damaged?

Please contact us within 7 days of receiving your order if you receive an incorrect, missing, damaged, or defective item.

Please include:

  • Order number
  • Photos of the product
  • Description of the issue

Our team will review your request and work to provide a suitable solution as quickly as possible.

How long is the returns process?

Return processing may take up to 14 business days after we receive your returned item.

You will receive an email confirmation once your return has been reviewed and processed.

When will I receive my refund?

Approved refunds will be issued to your original payment method.

For credit or debit card payments, refunds usually appear within 3-8 business days after processing, depending on your bank or card issuer.

If you have not received your refund, please first check with your bank or payment provider, as processing times may vary.

Company Information

Company Name: JIANZHI PTE. LTD.
Email: service@jianzhifit.com
Company Address: 112 ROBINSON ROAD, #03-01, ROBINSON 112, SINGAPORE 068902