USER GUIDE

SONGZIO ONLINE STORE POLICIES AND USER GUIDE

[REGISTRATION]

PLEASE REFER TO “REGISTRATION” PAGE TO BECOME A MEMBER OF SONGZIO’S OFFICIAL ONLINE STORE BY AGREEING TO TERMS AND CONDITIONS,
PRIVACY POLICY AND BY COMPLETING THE REGISTRATION FORM. 
AS A MEMBER, YOU CAN ENJOY VARIOUS BENEFITS, INCLUDING A 5% DISCOUNT,
5% MILEAGE ACCUMULATION, SPECIAL GIFTS AND COUPONS, AND MEMBERS-ONLY PROMOTIONS.
PLEASE NOTE THAT FOR ORDERS SHIPPED TO THE UNITED STATES, ADDITIONAL SHIPPING FEES MAY APPLY DUE TO CUSTOMS-RELATED ISSUES.

[ORDER PLACEMENT]

1. MEMBER PURCHASE:

LOG INTO YOUR ACCOUNT, SELECT THE COLOR AND SIZE OF THE DESIRED PRODUCT, ADD IT TO YOUR SHOPPING CART,
AND ENTER YOUR SHIPPING ADDRESS AND CONTACT INFORMATION TO PROCEED WITH PAYMENT.
ONCE THE ORDER AND PAYMENT IS CONFIRMED, YOU WILL RECEIVE A CONFIRMATION EMAIL VERIFYING THE ORDER AND PAYMENT.
YOU CAN ALSO VERIFY THE STATUS OF YOUR ORDER IN [MY ACCOUNT] - [ORDER] PAGE.
1. NON-MEMBER PURCHASE 

SELECT THE COLOR AND SIZE OF THE DESIRED PRODUCT, ADD IT TO YOUR SHOPPING CART,
AND ENTER YOUR SHIPPING ADDRESS AND CONTACT INFORMATION TO PROCEED WITH PAYMENT.ONCE THE ORDER AND PAYMENT IS CONFIRMED, YOU WILL RECEIVE A CONFIRMATION EMAIL VERIFYING THE ORDER AND PAYMENT.
YOU WILL THEN BE PROVIDED WITH A TEMPORARY PASSWORD YOU CAN USE TO LOGIN IN ORDER TO VERIFY THE STATUS OF YOUR ORDER IN
[MY ACCOUNT] - [ORDER] PAGE. PLEASE NOTE THAT FOR NON-MEMBER PURCHASE, YOU WILL NOT BE ABLE TO RECEIVE ANY DISCOUNTS,
USE COUPONS OR ACCUMULATE MILEAGES FOR YOUR PURCHASES.

[PAYMENT METHODS]

WE ACCEPT FOLLOWING FORMS OF PAYMENT: 

  • PAYPAL

[SHIPPING POLICY]

PURCHASES UNDER USD 500 WILL INCUR A SHIPPING FEE OF USD 50. ESTIMATED
ESTIMATED SHIPPING PERIOD IS FROM 7 TO 14 BUSINESS DAYS. PLEASE NOTE THAT DUE TO DIFFERENT CARRIER SERVICES,
AND MOST IMPORTANTLY BECAUSE CUSTOMS REGULATIONS VARY WIDELY AMONG DIFFERENT COUNTRIES, THERE CAN BE DELAYS IN THE SHIPMENT. 
YOU CAN TRACK THE STATUS OF YOUR ORDER AND SHIPMENT IN MY ACCOUNT PAGE. HOWEVER, IF YOUR ORDER IS EXPERIENCING SIGNIFICANT DELAY,
PLEASE CONTACT SONGZIO’S CUSTOMER CENTER AND WE WILL ASSIST YOU.
SONGZIO CUSTOMER CENTER
E MAIL: GLOBAL.CS@SONGZIO.COM 

[DUTIES AND TAXES]

INTERNATIONAL ORDERS WILL BE SHIPPED ON DDU (DELIVERY DUTY UNPAID) BASIS. 
CUSTOMERS TAKE FULL LIABILITY FOR CUSTOMS CHARGES. YOU MAY BE REQUIRED TO PAY DUTIES AND TAXES UPON ARRIVAL IN THE DESTINATION COUNTRY. 
SONGZIO HAS NO CONTROL OVER THESE CHARGES AND IS UNABLE TO PREDICT THE COST AS CUSTOMS POLICIES WIDELY VARY BY COUNTRIES.
WE RECOMMEND CONTACTING LOCAL CUSTOMS OFFICE IN ADVANCE TO VERIFY CURRENT RATES BEFORE PLACING YOUR ORDER TO AVOID UNEXPECTED CHARGES.

[CANCELLATION, RETURNS AND REFUND POLICIES]

1. ORDER CANCELLATION BEFORE SHIPMENTBEFORE YOUR ORDER IS CONFIRMED, OR BEFORE YOUR ORDER HAS BEEN SHIPPED, YOU CAN GO TO [MY ACCOUNT] – [ORDER] PAGE TO CANCEL YOUR ORDER.YOU WILL RECEIVE A REFUND WITHIN 2-3 BUSINESS DAYS DEPENDING ON YOUR CREDIT CARD COMPANY’S POLICY. 2.ORDER CANCELLATION, RETURN AND REFUND AFTER SHIPMENT SHOULD YOU WISH TO CANCEL THE ORDER, YOU CAN GO TO [MY ACCOUNT] – [ORDER] PAGE TO REQUEST RETURN OF YOUR ORDER.YOUR ORDER WILL BE SENT FOR REVIEW TO OUR CUSTOMER CENTER AND WE WILL EITHER APPROVE OR CONTACT YOU FOR VERIFICATION. PLEASE TAKE INTO CONSIDERATION THAT WE ACCEPT QUALIFYING RETURNS BUT NOT EXCHANGES.REFUNDS ARE ISSUED ONCE THE RETURNED PRODUCTS CLEAR OUR INSPECTION.I. AN ITEM IS ELIGIBLE FOR CANCELLATION IN THE EVENT THAT: - THE CUSTOMER POSTED A RETURN REQUEST WITHIN 24 HOURS OF PAYMENT AND YOUR ORDER IS STILL UNDER “PENDING” STATUS(IF YOUR ORDER IS UNDER “QUEUED FOR SHIPMENT” STATUS, PLEASE CONTACT OUR CUSTOMER SERVICE CENTER). - THE ORDER IS DELAYED FOR MORE THAN 14 DAYS SINCE PAYMENT AND YOU HAVE NOT RECEIVED ANY NOTIFICATION REGARDING THE DELAY. - THE ORDERED ITEM IS OUT OF STOCK.II. WE ACCEPT RETURN IN THE EVENT THAT: - THE CUSTOMER IS RETURNING DUE TO CHANGE OF MIND. - THE CUSTOMER RECEIVES A PRODUCT DIFFERENT FROM YOUR ORDER. - THE RECEIVED PRODUCT IS A DEFECTIVE PRODUCT.

[RETURN INSTRUCTIONS]

I. PLEASE SUBMIT A RETURN REQUEST IN [MY ACCOUNT] – [ORDER]. UNLESS THERE IS DEFECT ON THE PRODUCT OR THE SHIPPING,
CUSTOMER SHALL BE RESPONSIBLE FOR SHIPMENT FEES AND CUSTOMS CHARGES THAT MAY INCUR DURING REFUND AND THE COSTS WILL BE DEDUCTED FROM THE REFUND.
UPON REFUND, A RETURN FEE OF USD 50 WILL BE INCURRED AND DEDUCTED FROM THE REFUND.

 II. ITEMS RETURNED MUST BE IN THEIR ORIGINAL CONDITION, WHICH INCLUDES TAGS AND ANY PACKAGING.
PLEASE MAKE SURE TO INCLUDE A NOTE OF YOUR ORDER NUMBER, NAME, AND USER ID.
 - PLEASE BE ADVISED THAT RETURNS ARE ACCEPTED ONLY IF YOU FOLLOWED THE INSTRUCTIONS ABOVE AND YOUR RETURN REQUEST HAS BEEN APPROVED BY OUR CUSTOMER CENTER.
RETURNS THAT ARE SHIPPED TO US WITHOUT ANY PRIOR CONSENT WILL NOT BE ACCEPTED.
 - PLEASE NOTE THAT EVEN DEFECTIVE AND INCORRECT ITEMS MUST BE RETURNED WITH ALL OF THE TAGS AND LABELS INTACT.
THE ITEMS MUST BE SENT UNWORN AND IN THE ORIGINAL PACKAGING.
 - PLEASE INCLUDE ALL CONTENTS OF THE ORIGINAL PACKAGE AND FREE GIFTS (IF APPLICABLE) IN YOUR RETURN PACKAGE.
 - RETURN SHIPPING FEES FOR FAULTY/WRONG SHIPMENTS WILL BE REIMBURSED. IF THE CASH-ON-DELIVERY OPTION IS NOT AVAILABLE FOR YOUR EMS SHIPMENT,
PLEASE SCAN THE RETURN RECEIPT AND SHARE WITH OUR CUSTOMER CENTER. THE SHIPPING FEE WILL BE REFUNDED ONCE THE RETURNED ITEM HAS ARRIVED.
 IV. WE DO NOT ACCEPT RETURNS IN THE EVENT THAT:
 - THE PRODUCTS ARE DAMAGED DUE TO CUSTOMER MISHANDLING
 - THE RETURN REQUEST IS NOT APPROVED BY OUR STAFF
 V. IN THE EVENT THAT THERE IS A MISSING ITEM FROM YOUR ORDER:
 - PLEASE CONTACT OUR CUSTOMER CENTER WITHIN 7 DAYS OF DELIVERY.
 - PLEASE KEEP ALL CONTENTS OF THE ORIGINAL PACKAGE INCLUDING PACKAGING MATERIAL (BOXES, PLASTIC BAGS, ETC.)
WITH YOU UNTIL YOU ARE INSTRUCTED OTHERWISE.
 PLEASE NOTE THAT WE MAY NOT BE ABLE TO PROCESS THE REFUND FOR YOUR MISSING ITEM IF YOU LOSE OR DAMAGE ANY PACKAGING MATERIAL.
VI. YOU ARE NOT ALLOWED TO RETURN AN ITEM PURCHASED ONLINE TO ONE OF OUR OFFLINE STORES.
SHOULD YOU HAVE FURTHER INQUIRIES, PLEASE CONTACT SONGZIO CUSTOMER CENTER, AND WE SHALL ASSIST YOU: 
SONGZIO CUSTOMER CENTER
MAIL. GLOBAL.CS@SONGZIO.COM 

[REFUNDS]

REFUND CAN TAKE 3 TO 5 BUSINESS DAYS FOR A FULL REFUND PAYMENT DUE TO PAYPAL OR PAYMENT WALL SERVICES.
PLEASE BE ADVISED THAT YOUR REFUND MAY NOT BE PROCESSED UNTIL THE NEXT BILLING MONTH DEPENDING ON YOUR CREDIT CARD ISSUER'S BILLING SCHEDULE.

[SONGZIO MEMBERSHIP BENEFITS]

I. MILEAGE ACCUMULATION AND USAGE GUIDELINESNON-MEMBERS CANNOT RECEIVE ANY MILEAGE BENEFITSMEMBERSHIP LEVELS WILL BE UPDATED ON THE FIRST DAY OF EACH MONTH BASED ON THE PURCHASE AMOUNT OF THE PREVIOUS 12 MONTHS. ALL ACCUMULATED MILEAGE POINTS ARE VALID FOR 12 MONTHS AND WILL BE EXPIRED AFTER 12 MONTHS. MEMBER’S MILEAGE CAN BE VERIFIED IN MY ACCOUNT PAGE. 
II. COUPON USAGE GUIDELINE
NON-MEMBERS CANNOT RECEIVE ANY COUPON BENEFITSWHEN USING COUPONS, ONLY ONE COUPON CAN BE USED PER ORDER AND CANNOT BE USED MULTIPLE TIMES.THE COUPONS PROVIDED HAVE DIFFERENT INDIVIDUAL EXPIRATION DATES, AND COUPONS THAT HAVE BEEN USED AND EXPIRED CANNOT BE REISSUED. REFUNDS FOR ORDERS USING COUPONS ARE REFUNDED EXCLUDING THE COUPON DISCOUNT AMOUNT, AND COUPONS CANNOT BE REISSUED.COUPON USE MAY BE RESTRICTED DEPENDING ON CERTAIN PRODUCTS DURING THE PROMOTION PERIOD.• WELCOME COUPONS ARE VALID FOR 30 DAYS (MINIMUM PURCHASE USD150)• BIRTHDAY COUPONS ARE VALID FOR 30 DAYS (MINIMUM PURCHASE USD150)• MEMBERSHIP STATUS PROMOTION COUPONS ARE VALID FOR 10 DAYS • SPECIAL SEASONAL COUPONS ARE VALID FOR 7 DAYS • BLACK AND SIGNATURE COUPONS ARE VALID FOR 30 DAYS