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Customer Help

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Common purchase queries answered

Orders and Shipping

Pay With Credit/Debit Card

The credit card schemes listed above are the most commonly used credit cards on this website. Do not worry if your credit card scheme is not listed, we encourage you to go ahead and make the purchase.

Pay with Google Pay

Google Pay is Google’s mobile payment service. When you place an order with Google Pay you will be redirected to the Google Pay payment page, where you can confirm your payment by using your credit/debit card, enter your credit card information.

We process and ship orders between Monday and Friday (GMT + 8).
Orders placed on Friday night, Saturday, Sunday, major holidays, and/or during company closures will not be processed until the following business day.

Estimated time to ship: For products in stock, your order will be processed and shipped within 4 business days.
If a product you ordered is out of stock, we will inform you by email. To ensure that we can get in touch with you, please add usams@usams.com to your email whitelist.

If your order has not been shipped yet, please contact our customer support team(usams@usams.com) and they will help you change the contents of your order.
If your order has already been shipped out, we will unfortunately not be able to change its contents.
If you ordered the wrong thing by mistake, there are 2 possible solutions:

  • You can place a new order on our website for the product you actually wanted. You can then return the incorrect product to us at a later date for a refund. We will only be able to issue the refund once we receive the original item. This is typically the fastest way to receive the correct product.
  • You can wait for the incorrect order to arrive and send it back to us. We will contact you when we receive it. Please note that we will only be able to send the new product after receiving the original item. If you’d like to return or exchange an item, please submit a ticket to our customer support team. 

*Please note that we will be unable to cover any shipping fees incurred from this process. 

We do not collect or store your credit card details. All payments are handled by either your credit card provider or PayPal , based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to payment secure site. Your credit card details are never accessible to us.

A few reasons a transaction may have failed include:
A problem with the credit card. · Your online payment gateway settings.
Incorrect card details provided during payment.

Here is a list of actions you could take should the transaction fail:

  • Make sure that your debit/credit card details are correct when making a purchase.
  • Try using an alternative card or payment method such as PayPal if possible.
  • Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having. 

*If you are still having transaction problems, please contact us with the details of the error message. 

Once you receive a shipping confirmation e-mail, it means that your order has been processed and shipped out. If the tracking does not update, it may be due to one of the following reasons:

  •  Your order is on its way, but the post office has not yet scanned/processed the package, so its status has not yet been updated on the tracking website. Please allow a few days for your local post office to process your package. You may want to contact your local post office with your tracking number for more details.
  • Your order has reached your country and is currently being cleared by customs. Until the package has been inspected and cleared by customs, the tracking system will be unable to provide any further updates. Unfortunately, we cannot tell you how long this process might take, as it depends on your country’s customs process.
If you need to swap an item

Returns and Exchanges

A timely notification and valid proof can help us resolve your issue(s) as quickly as possible. If you encounter any of the following problems with your order, please contact within three business days of receiving your order with a detailed description of the issue(s) you are having along with any other relevant i​nformation:

  • Damaged items in the package.
  • Items in the package are not the products you ordered or some items are missing.
  • The package is marked as having been signed for on the courier’s website, but you did not receive the package.

A timely notification and valid proof can help us resolve your issue(s) as quickly as possible. If you encounter any of the following problems with your order, please contact within three business days of receiving your order with a detailed description of the issue(s) you are having along with any other relevant i​nformation:

  • Damaged items in the package.
  • Items in the package are not the products you ordered or some items are missing.
  • The package is marked as having been signed for on the courier’s website, but you did not receive the package.

You will receive an email confirmation with your tracking number once your order has shipped from our warehouse. If you didn’t receive this email, check your spam or junk email folder or contact us by email at usams@usams.com. You can also view tracking numbers once your order has shipped by logging into your customer account.
Please note that the estimated delivery time is an estimate, not a guarantee. While we make every effort to meet the target dates, shipping/delivery may be delayed by a number of factors, such as production issues.
If the delay is significant, we will contact you via email. We will provide you with an updated shipping date and give you the choice of either waiting for or canceling your order.

If you have registered an account with us, you can check the status of an ordered item in the “My Orders” menu.
If you have not registered, you can visit the Order Tracking page or track it here:https://www.17track.net/en to get your shipping status.
If you still have questions, you can submit a ticket to our customer support team(usams@usams.com).

Once you receive a shipping confirmation e-mail, it means that your order has been processed and shipped out. If the tracking does not update, it may be due to one of the following reasons:

a. Your order is on its way, but the post office has not yet scanned/processed the package, so its status has not yet been updated on the tracking website. Please allow a few days for your local post office to process your package. You may want to contact your local post office with your tracking number for more details.
b. Your order has reached your country and is currently being cleared by customs. Until the package has been inspected and cleared by customs, the tracking system will be unable to provide any further updates. Unfortunately, we cannot tell you how long this process might take, as it depends your country’s customs process.

If you made an entry error when confirming the order, contact us immediately so we can update your details before the order is shipped. Once the order is shipped, it will no longer be possible to make these changes.

Importing countries may need to levy import taxes, customs duties, and related customs fees, which are not included in your payment to us. The amount of these fees (if applicable) is determined and determined by the customs authorities of the destination country. For further details on fees, please contact your local customs office directly.

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