Contact Us & FAQ

Contact Us
We are here to help you

If you have any questions, please feel free to contact us.

We would love to hear from you, contact us on:

Email: service@shacerlin.com

 

Frequently Asked Questions

  • How do I contact SHA CERLIN regarding my order?

Whatever happens to your order, you can contact us via service@shacerlin.com 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.

 

  • When will my order be shipped out?

Once we receive your order, we will process it on the same day and send it out in 3-4 business days. Any orders placed on weekends will be sent out together with Monday’s orders.

 

  • What shipping methods do you offer?

We use FedEx and UPS to ship your orders. Each shipping method will be based according to the size and quantity of the items ordered.

 

  • What is the estimated delivery time?

We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order on 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 (5-14 business days) are estimates and may vary due to external factors outside of SHA CERLIN, and our courier’s, control. These factors may include but are not limited to, extreme weather conditions and technical failures.

 

  • How do I cancel my order?

Please initiate a cancel request from your personal center. Please refer to the Cancel & Return Policy for additional information or contact us at service@shacerlin.com.

 

  • What if I don't receive my order?

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. You can also claim the package lost to the carrier and provide the Claim Number to us (send your order number together with the number to service@shacerlin.com) so that we can arrange a replacement or refund for you quickly.

 

  • What if I have received a damaged order?

Please initiate a return request from your personal center within 3 business days after receiving your package. Note any visible damages (scrapes, dents, etc.) or operational damage (the system will not work). Take pictures and provide us with proof of the damage in detail as this will assist us in processing your order refund.

 

  • When can I expect a refund debited to my account once I return the item?

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.

 

  • What is the warranty of my item?

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

 

  • How do I return the item?

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), please contact us at service@shacerlin.com and request a return label. We will process the refund to you when the product arrives back at our warehouse, return label fee will be deducted from your refund.

 

  • Is that possible for me to order replacement parts from you?

Normally we don’t sell parts individually. If your order is under warranty, we will send replacement parts to you without any charge, providing 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.

 

  • What if I can’t pay by credit card?

If you are unable to make the payment by credit card, please refer to the suggestions:

  1. You can try to contact the bank or change a card or PayPal to finish the order
    2. Fill in the correct bank card number and date, etc
    3. Keep the card balance sufficient
    4. Valid and normal card number
    5. Fill in the correct verification information