ORDER INFORMATION & CONCERNS
- I GET AN ERROR MESSAGE WHEN I ENTER MY SHIPPING AND BILLING ADDRESSES. WHAT'S GOING ON?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. It is most likely an issue with your billing zip/postal code. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
- MY ORDER WON'T GO THROUGH. WHAT SHOULD I DO?
If you're still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you're using the latest version of your web browser.
Please only click the “Place Order” button once to avoid multiple authorizations.
If you continue to receive error messages, please contact Customer Support at firstname.lastname@example.org
- I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to change or cancel your order, please contact us immediately. We generally process orders within 1-3 hours, and once our warehouse has processed your order, we will be unable to make any changes.
- I JUST PLACED MY ORDER. CAN I ADD ANOTHER ITEM TO IT?
Unfortunately we cannot add anything to an existing order. Please place a new order for the new item.
- WHERE IS MY ORDER CONFIRMATION?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add email@example.com to your safe sender list.
- WHY WAS MY ORDER CANCELED?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com
WATCH SPECS & ISSUES
- WHAT TYPE OF MATERIALS DO YOU USE?
LUPAI Watches use a 201 grade stainless steel alloy. With this said, it is not the highest quality nor was it meant to be. Lupai focuses on style at an affordable price, and to do this we sadly could not include all the best supplies.
- WHAT TYPE OF MOVEMENT IS USED?
We didn't look past one feature when designing Lupai Watches. With this said, we went with a Japanese Miyota Precision Quartz Movement which is one of the most well known in the industry.
- ARE LUPAI WATCHES WATER RESISTANT?
- WHY ARE THE HANDS ON MY SUBDIALS NOT WORKING?
Our subdials are just for the look and not functional. We focus on quality and look, ignoring useless features.
- IS THERE A WARRANTY ON LUPAI WATCHES?
LUPAI Watches has a limited warranty that covers manufacturer's defects for 60 days after the original purchase date from an authorized dealer. Basically, if the watch parts or mechanics don't work properly, and it's our fault, we will repair or replace your product for free. However, this does not cover any abuse you might put your watch through on your own. The warranty does not cover water damage, normal wear and tear, batteries, accidental glass damage, scratches, strap damage, or theft. Proof of purchase is required for all warranty claims and service requests, so please keep your receipt. If you've purchased from our site or other resellers, the order number will suffice.
- IS THE WATCH ONE-SIZE-ONLY OR ADJUSTABLE?
LUPAI Watches are either carrying a pu leather strap or a stainless steel band.
The leather strap has several holes and should adjust to your wrist size seamlessly (If it's still too small you'd need your watch repairman to add few holes). The stainless steel band is usually medium/big sized and it can be shorten pretty easily by any watch repairman (he'll have to unscrew some links to adjust it to your size). Both repair shouldn't cost more than 5-10$.
- WHEN WILL MY ORDER SHIP?
Most orders ship within 1 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.
- WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 10-20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
LUPAI cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
- WHAT IS YOUR RETURN/EXCHANGE POLICY?
Any unworn product can be returned or exchanged for store credit within 30 days of delivery. We offer free returns and easy returns for all customers. Please make sure you include your order number along with contacting firstname.lastname@example.org to schedule the return. Shipping charges are non-refundable. For more information see our Returns page.
- HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Once you notify us that you would like a return, we will email you a pre-paid return label within 10 business days.
Once we have received your package, your refund will be processed within 10 business days. You will be notified via email at the address listed on your account when this transaction has taken place.
After we have issued the refund, it will take up to 7 business days for the funds to be placed back on your credit card or Paypal account.
- DO YOU HAVE ANY RETAIL LOCATIONS?
Not at the moment! Online only, this allows us to offer the best prices.
- I WANT TO BE A LUPAI RESELLER! DO YOU HAVE ANY RESELLERS OR AUTHORIZE RESELLING?
Please email us at email@example.com and we will get back to you.