Fast and Efficient Order Processing
At ezhoms, we value every customer and are committed to processing your orders with the utmost care and delivering them efficiently. Below, we describe the process of your purchase step by step – from payment confirmation to delivery.
Delivery Area:
Currently, we only deliver within the United States.
Order Deadline:
Orders received before 11:00 PM Shanghai Standard Time (23:00) are prioritized and processed the same day. Orders received after this time are processed the next business day.
Your Order Process Step by Step
Payment Confirmation
Once your payment has been successfully authorized and verified, you will receive an email with your order details.
Order Processing
Your order will be processed within 1–3 business days. During this time, we will prepare your items for shipment.
Shipping Information
We ship your goods via courier service.
After processing, your order will be shipped. Delivery typically takes 10–15 business days.
You will receive an email with your tracking number, which you can use to track your package.
Shipping costs:
Orders under $79: Flat rate shipping fee of $5.99
Orders $79 and over: Free shipping
Tracking
Once your order has been shipped, you will receive an email with a tracking number.
To track your order, click on the "Track shipment" link in the email.
Please note that due to circumstances such as extreme weather conditions, labor disputes, or high seasonal demand, there may occasionally be delays in updating the tracking information.
If you have any further questions about tracking, please feel free to contact us by email.
Delivery time
The delivery time includes processing time and shipping time.
For example, if you order a coat, processing takes 1–3 business days, and shipping takes 10–15 business days. The total delivery time is therefore 11–18 business days.
Important Information
Shipping Method Selection: Our system automatically selects the most suitable shipping method based on various factors such as platform, product size, and weight.
P.O. Box Restrictions: If your delivery address includes a P.O. box, our system checks whether the selected shipping method supports delivery to P.O. boxes. If this is not possible, our customer service team will contact you to arrange an alternative address or cancel the order.
No Additional Fees: We only charge the product cost and shipping costs. Customers do not have to pay any import duties, taxes, or VAT.
If you have any questions or need further assistance, please contact us. We are happy to help!
You can reach the ezhoms customer service team at:
Tel.: +86 136 6301 0725
Email: service@ezhoms.com
Business Hours: Mon.–Fri. 8:00 a.m.–5:00 p.m. (UTC+8)
Extended Return and Cancellation Policy
At ezhoms, we value a seamless shopping experience and customer satisfaction. Below you will find our comprehensive return and cancellation policy, designed for transparency and clarity for all customers.
Cancellation Policy for Personalized Items
Personalized products are made exclusively to customer specifications provided at the time of purchase. Due to the personalization of these items, the following applies:
No cancellations or returns:
Once an order for a personalized item has been placed, cancellations or returns are not possible.
Customer confirmation:
By ordering a personalized product, customers agree that these items are non-refundable and non-resellable, except in the case of manufacturing defects.
General Return Policy
ezhoms is committed to customer satisfaction and offers returns or exchanges under certain conditions within 30 days of the delivery date.
If the return is the customer's fault, they are responsible for the return shipping costs. The exact costs depend on the chosen shipping company.
If the received goods are damaged or defective for reasons attributable to us, the customer will not be responsible for the return shipping costs.
Return Options
Customers can choose from the following options:
Full refund (in eligible cases).
Exchange for a different item.
Credit note for future purchases.
Note: Credit notes or exchanges may be processed faster than refunds, depending on the condition of the returned product.
Return Policy
Item Condition:
Items must be returned in their original condition:
Unworn, unwashed, and undamaged.
With original tags and packaging.
Return Authorization:
Customers must contact ezhoms customer service before returning any item to obtain authorization and the correct return address.
Unauthorized returns will not be processed.
Required Documentation:
For a return, customers need the following information:
Order number.
Item number or product name.
A clear explanation for the return.
Proof of Defects:
For defective, damaged, or incorrect items, clear photos of the defect must be submitted.
Non-Returnable Items
ezhoms cannot accept the following items:
Items with signs of use, stains, or alterations.
Items missing their original tags or packaging.
Products not purchased from ezhoms.
Refunds and Returns
1. Full Refund
ezhoms will refund the full purchase price in the following cases:
Defective or damaged items due to production or shipping issues.
Incorrectly delivered items.
Orders canceled within 24 hours of purchase or before shipment.
Packages lost in transit.
2. Partial Refund
Partial refunds are available for:
Returns due to personal preference, such as sizing issues or a change of mind.
3. Non-Refundable Items
Returns are not accepted for:
Personalized items (except for defects or errors).
Returns to the wrong address or without prior authorization.
Return shipping costs
will be covered by ezhoms.
If the return is due to an error on the part of ezhoms (e.g., incorrect items, damaged products, or defects).
Customer Responsibilities:
For returns due to personal preferences or ordering errors, the customer is responsible for return shipping costs.
Shipping Cost Refund:
If ezhoms determines an error, shipping costs will be refunded after verification.
How to Submit a Return Request
Contact Customer Service:
Send your request within 30 days of delivery via email to service@ezhoms.com.
Required Information:
Order number.
Item number or product name.
Reason for return.
Post photos (if applicable).
Awaiting Approval:
Wait for approval and the return address from our customer service.
Returning the Item:
Return the item with a tracking number and keep the receipt as proof of shipment. Processing Times
Refunds:
Processing takes place within 7 business days of receiving and inspecting the returned item. Depending on your payment provider, it may take some time for the refund to appear in your account.
Exchanges:
Exchanges are processed faster than refunds, depending on the availability of the desired item. Special Cases
Lost Packages:
ezhoms will resend the order free of charge or refund the full purchase price.
Incorrect Address:
If an incorrect delivery address is provided and not corrected before shipment, the seller is liable.
Customer is responsible for all losses. Reshipping fees apply. Additional Information
Return Labels:
A return label will be provided for defective or incorrect items.
A return label will also be included in the package for returns requested by the customer.
Storage of Returned Items:
Returned items that do not meet the criteria for a refund will not be processed and may be disposed of.
International Returns:
Customers returning items from outside the shipping region must comply with customs regulations. ezhoms is not liable for customs fees or delays.
Contact Information
For any questions regarding returns and cancellations, please contact us.
Contact our customer service team at service@ezhoms.com.
We will respond to your inquiry within 24 hours (business days).
By shopping at ezhoms, you agree to the terms and conditions outlined in this policy. This ensures a smooth and transparent shopping experience for all customers.
You can reach ezhoms customer service as follows:
Tel.: +86 136 6301 0725
Email: service@ezhoms.com
Opening hours: Mon.–Fri. 8:00 a.m.–5:00 p.m. (UTC+8)
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