Customer Services
Contact Us - How to Order - Track Your Order - Support & FAQs
>>> Contact Us
Eastmall offers you professional, prompt, friendly assistance from our team of fluent English speaking Chinese staff.
By Online Messenger
If you want to buy our products and have any questions about the price, product features, etc., please contact our online sales representatives online or through Live Chat .
By Phone
Please call us at: +(86) 1-893-865-9871 (China); If we are not in, please leave us a message, and we'll return your call as soon as possible.
Our team is in the office Monday - Saturday.
By Email
If you have any questions about an item you've already purchased, exchanged, refunded, or are experiencing technical problems, please email us at our customer support email: [email protected], and we'll reply as soon as possible.
Visit us in China
We'd like to meet our friends allover the world. Please make an appointment first by emailing us at:
[email protected]
We'd like to book you a hotel, and pick you up at the airport. Our Main office:
New Terrance, Venture Road, Nanshan Shenzhen China
>>> How to Order
To begin finding items from Eastmall, you can choose either Search or Browse. Each method has its advantages, depending on what you're looking for.
Search
If you're looking for a specific item, Search is the better option. Use the Search box at the top of any Eastmall's page to find tobacco e-liquid, for example, use the search phrase "tobacco".
Browse
If you're not sure what you're looking for, or if you just want to scroll through the item listing, browsing is the better option. When you browse on Eastmall, you click through categories and lists of items, exploring as you go, until you find something you're interested in.
Item Description
We give important product information in the Item Description.
Check Item Specifics for information such as technical data.
Photos
Offer more clues to the quality of the item.
How to Place An Order
Check the prices and quantity.
Add to Cart
After you decided to buy one of products from our site, you can select purchase quantity and add to your Cart.
How to Confirm An Order
Simple Check-out Process
A) Place an order with us.
B) Make a payment to us.
C) When you placed the order, we need to prepare the merchandise within the specified processing time. Once the merchandise is shipped, you will be notified with the tracking information by email.
D) When you receive the merchandise, remember to carefully check the quality and quantity of the item(s).
E) If you are satisfied with the merchandise, we recommend you to write review at our site.
>>> Track Your Order
If you want to track your order, please log in your account, and all order status and information can be checked, including: shipping address, shipping method, payment information and items ordered.
Order status will be also be displayed in your account when there is an update, along with detailed shipping information, including tracking number for your order.
>>> Support & FAQs
When will I receive my items after I place an order?
- Item Processing Time: Average processing time is 1 to 3 working days; however, this varies by according to the item's stock status.
- Shipping Time: Shipping time is usually 3-7 business days after your order has been processed, depending on your location.
Do you ship the item to my country?
Normally, most of the items on our website can be shipped to most countries in the world. Please check our country list for more information.
How do I combine shipping?
If you are interested in combining orders into one shipment and you have purchased all items from the same seller, click "Leave Message" to inquire about available shipping options.
How do I calculate shipping cost?
Shipping cost to most countries is $17 flat rate.
If customs fees are incurred, who is responsible?
This is generally not an issue for most customers, however, it is the buyer's responsibility for any customs fees that may be charged upon delivery. How the import fees will be charged depends on each country's custom policies.
If the package is held by Customs, who will be responsible for package clearance?
If the items are detained by Customs after the shipment has been left China, the buyer is responsible for clearance of the detained items.
If a very large order is delivered from China to my country, will customs seize my order?
Generally not, however it is a possibility. We suggest you to ask us in advance to split your orders into several smaller packages, to be shipped out on different days to avoid possible seizure.
What if my parcel is seized by customs?
If your items can not be cleared at customs, you need to provide us with a letter authorized by customs stating why they have seized it, and you can apply for a full refund.
How do I change my shipping address?
If your order has been placed, you can't change your shipping address.
How can I tell if my items have been shipped or not?
When items are shipped out, the order will be filled into folder "shipped" in your account. You can then click the order number to find the track code. Also, Eastmall will send you an email to inform you of the shipping details after the shipment. You can track the item delivery status online with the tracking code provided by us.
What could cause an invalid tracking code?
Invalid tracking numbers could be due to:
a) The shipping company hasn't updated the recent delivery information to their website.
b) The tracking code was not correct.
c) The parcel has been delivered a long time ago. Some shipping companies will remove the tracking code history.
What happens if the tracking number is invalid?
The tracking information normally appears after 1-2 days. If you cannot find a tracking number after a long time, please contact us.