Contact Us & FAQ - Costway

Whatever happens to your order, you can contact us via [email protected]. It is important to provide us with your email and telephone number, order number or tracking number so we can check the status of your order.

Once we receive your order, we will process it in the same day and send out on the second day from Monday to Friday. Any orders placed on Saturday's will be sent out together with Sunday’s orders.

We use UPS ground, UPS surepost, USPS, FedEx, Pioneer and freight transportation by truck to ship your orders. Each shipping method will be based according to the size and quantity of the items ordered.

We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order the same business day. It is then picked, packed, and dispatched. Please note delivery times vary depending on your location and the possible courier screening that the package goes through. Our standard delivery times (2-5 business days) are estimates and may vary due to external factors outside of Costway, and our courier’s, control. These factors may include but are not limited to, extreme weather conditions and technical failures.

Please initiate a cancel request from your personal center. Please refer to the Cancel & Return Policy for additional information.

Please contact the carrier to see if they have delivered the item to the right address. Meanwhile, we also recommend sending us your phone number so we can put a claim against the carrier to search for your package. Generally, the search result should take one week.

Please initiate a return request from your personal center and within 30 business days after receiving your package. Note any visible damages (scrapes, dents, etc.) or operationally damaged (the system will not work), take the digital photographs and provide Costway with proof of the damage in detail as this will assist us in processing your order refund.

Once you are authorized to return an item back to us, please pay close attention to the return tracking number. Once the item is delivered to our warehouse, we will issue you the refund in 3-5 business days.

All items come with a guarantee 1 year warranty from the date of purchase. We will cover any cost occurred due to item quality issue.

If you received any defective items, you can contact us for a full refund. Most of our products can be returned within 30 days from the date of delivery they are in sellable condition with original packaging, tags and a receipt. When your purchase fails to meet your expectations provided they are in sensible condition (items in original packaging, manufacturer's tags attached, undamaged)

Normally we don’t sell parts individually. If your order is under warranty, we will send replacement parts to you without any charge providing if we have the parts available. If your order has extended its warranty date, we advise you to order any additional parts or replacements from your local hardware store.

If you are unable to make the payment by credit card, alternatively we suggest using a bank debt card or Paypal to finish the order.

There will be no invoice in your package. If you want to request for an invoice, please contact our customer service for a screenshot of your order details.