FAQ

1. Why haven’t I received any order information after placing my order?
Once your order is successfully placed, the system will automatically send an order confirmation email.
Because emails are sent frequently, they may be filtered into Spam/Junk folders — please check there first.
If you still cannot find the email, please contact our customer service on JuboschtoTL@outlook.com 

2. Why can’t I track my package using the tracking number in the email?
After your order is shipped, the system automatically sends the tracking number and tracking website.
However, the logistics system may take 1–3 days to update.
Before the update, the tracking information may not appear — this is normal.
Feel free to contact customer service if you have any questions.

3. Why has my tracking information not updated for 3–4 days?
Short pauses during cross-border transportation are normal. Possible reasons include:
During international transit (air/ground), mid-route stations do not update tracking in real time.
Customs clearance queues, usually 2–5 days.
Local distribution center overload (common in peak seasons in the USA, Germany, etc.).
Some logistics providers update only when the package arrives at the next station.
Please rest assured that your package is still in normal transit.

4. When will my order arrive?
The standard delivery time is 6–10 business days.
Due to factors such as flight schedules, customs clearance, and local delivery capacity, delays may occasionally occur.

5. Where is my package shipped from?
All packages are shipped directly from China by default.
For bulk wholesale orders, we may ship from our EU warehouse depending on stock availability.

6. Why is the amount charged on my card higher than my order total?
This is caused by cross-border credit card processing:
Exchange rate differences
Cross-border transaction fees charged by your issuing bank
These fees are charged directly by the bank, not by the merchant.

7. Why did my credit card payment fail?
Cross-border credit card transactions naturally have a lower success rate.
This is not an issue with your card or our system. If the payment continues to fail, we can recommend local payment methods with the highest success rates — please contact customer service.

8. Why can’t I track the number provided by the merchant?
Cross-border parcels use two-segment tracking:
Segment 1 (International): China → Your country
System not updated in early shipping stage

Package still in international transit
→ Tracking may temporarily show no information

Segment 2 (Local delivery): After arrival in your country
The package is handed over to a local courier
A new local tracking number is generated
Local couriers only recognize the new number

This is standard in cross-border logistics. We will update you once the new tracking information becomes available.

9. Why hasn’t my order shipped yet?
Because we offer many flavor/variant options, not all options can be in stock at all times.
About 90% of items are available.
If one of your selected options is temporarily out of stock, we will notify you immediately and provide replacement or alternative solutions.