A: You can find out your order status in the "Account Dashboard" page in your Sunfounder account. And there are three common order status,
- Pending - Your payment is not completed and failed. If you still need the item, after logging in your SunFounder account, you may go through your order by clicking the 'Reorder' under 'Account Dashboard'
- Processing - Your payment is successful. And our sales are processing your order and handing your parcel over to our carrier.
- Complete- When your order status is marked as "complete", which indicates your order has been shipped out and is now on the way to its destination. And you will receive a tracking number when your order is under this status.
A: If you come from Brazil, Argentina, India, please provide us your tax ID. The customs may not release the package in these three countries if there is no tax ID showed on express waybill.
Brazil: CPF (for person) or CNPJ (for company) number
Argentina: Tax/VAT number
India: GST No and IEC code
Please note: If you come from India and place the order for the first time, please upload KYC document when you receive tracking number. According to the request of customs, please go to www.dhlindia-kyc.com and upload KYC and POA documents. And do pay attention that please do remember to leave email address or phone number in the receiver’s contact line. Please complete the above instruction ASAP in case of any delay or return.
A: You can track your order when the status of the order is 'Complete' or contact us via email for the tracking number.
Once your order is 'Complete', you will receive an email from us. In this email, there will be the shipping information for your order, as well as the carrier
A: Please contact us as soon as you realize that you need to change the delivery address, as we cannot change the address once the order is shipped out. Click Contact US or email to firstname.lastname@example.org
A: Please contact us as soon as you realize that you need to cancel the order. Click Contact us or send email to email@example.com
Q: How much will it cost to ship my order?
A: We will ship the orders to most countries (Not All) in the world with free shipping. When you click to the 'check out' page, you will see if the free shipping method is available or not. For the shipping method and shipping time, please check Free Shipping
A: Possible reasons:
- Order Split Shipped: Check your order whether it has been split shipped. Click Contact Us.
- SunFounder made a mistake: On rare occasions, an item may be missed during packaging.
- Parcel damaged or items removed: The package seems modified or damaged and items may have fallen out.
If you have checked, there is still something missed. Please take photos of the items that have arrived and email what is missed to our Customer Service, including your order number and the parcel label.
A: If the item received is not the one you ordered or not as described, you can choose to keep the item at a discounted price or request a replacement or a full refund by contacting us.
A: After receipt, consumers can apply for return within 15 days. Please click Contact Us or mail us by firstname.lastname@example.org for help. Please note we can only accept the returns of UNOPENED kits and products. Customers are responsible for the return shipping costs unless the product is damaged on arrival or defective. We will charge a 5% fee for re-inventory if the returned item values $500 or higher. For any issues, feel free to contact us and we'll try our best to help you!
We will process the refund for you within 2 working days after receiving your returned items. Refund time is around 2-3 working days, and the refund will come to your account according to your original payment method.