Order, Delivery, and Returns

What payment methods do you accept? 

We accept all major cards, including master and visa cards, AMEX, JCB, Google Pay, Apple Pay, Shop Pay, and PayPal.

How do I purchase a gift card?  

Check out the Fitody Gift Card section.

Can I use gift card on the shipping fee?  

No, gift card cannot be applied to the shipping fee.  

Why do I have to pay the standard shipping fee for my order?

Free standard shipping is applicable only to orders with total value (after discount) over US$49 under normal circumstances, and a flat shipping fee will be required otherwise.

How do I know if my order was placed successfully?

If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order.

I received an error message when I checked out. What should I do? / What does "Invalid transaction error" or "Something wrong with your credit card, please call card center for help: Transaction Not Allowed" mean?

If an error message occurs, this may be because:
1. The debit card cannot be used for this type of payment.
2. Your bank has rejected the transaction due to suspicions of fraud.
3. The card is not activated for international transactions Please use another card to resolve the problem. If the issue still persists, kindly contact your bank for assistance.

Why I can't receive my order confirmation email?

If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.  

How do I track my order? 

Sign in to your Account (the one that you made your order with) and click on Track Order. In some instances, carrier's tracking information may only be available in 1-2 business days after the order is shipped.  

How long does it take before my order gets shipped?

We are aiming to have your order dispatched from our facility within 1-3 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during the peak season around end of the year.  

After the goods are dispatched, how long does for standard shipping to deliver the package? 

The estimated delivery time displayed on the checkout page includes the preparation time to dispatch and also the shipping time altogether. The delivery time will vary a lot from location to location. In short, the shipping time alone could be around, for US orders: 3-5 business days.

Will COVID-19 affect my order? 

In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays. Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!  

It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my parcel may have been lost. Can I get a refund? 

Please let us know within 90 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 90 days of purchase.  

Can I return my product for a refund or an exchange? 

Sure! We're 100% committed to making you happy. If you wish to return your item(s), please contact us with the reason of return, within 14 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details! We only accept one-time exchange. Returns without prior communication with us will not be accepted.  

Can I receive a full refund for my order?  

Please be advised that shipping fee and express shipping fee are non-refundable. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price. Shipping fee may also be applied.

Still not getting your answers? Contact us anytime.