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FAQs

Online Purchase

PROTECA Warranty

Other Brand Products

Warranty

Shipping Information

Free Shipping Threshold & Shipping Fees

Shipping

My order didn’t go through. What can I do?

My order has been declined – do I need to place a new order?

Why should I set up an account?

How do I redeem a coupon code?

Can I change my order after it is placed?

Can I choose the currency that I prefer?

What forms of payment does ACE accept?

When will my credit card be charged?

How can I receive the latest news and updates?

How can I unsubscribe from the newsletter?

How can I cancel my order?

How do I order online at ACE Global?

Can you change the amount of my invoice?

Why was my order canceled?

Faulty Items

I'm shopping from a country different from the shipping destination. Why is the price different at checkout?

Why are prices higher for China-origin items shipped to the United States compared to other locations?

I can’t delete an item from my cart. What should I do?

I signed up for the newsletter but haven’t received the coupon. What should I do?

How do I use my coupon code?

Can I purchase Proteca Monocle suitcases from ACE?

How fast is the delivery?

Refusal of Delivery

I cannot find my country on the country selector. Can I still order from you?

Where do you ship my order from?

I received a damaged item

Missing items

What happens if my order is rejected by Chinese customs?

Do you ship to Japan or offer in-store pickup in Japan?

Shipping & Delivery

What should I do if the courier asks me to pay taxes and duties?

Do I need to pay taxes and duties to the courier upon delivery?

Customs & Taxes

Can you check the availability of a product in a local store?

How can I be notified if the product I want is back in stock?

Stock

What is the return policy?

Can I return a product that was bought during a sale?

Do I have to bear the return shipping costs?

What are the estimated return shipping costs? Are they similar to the shipping fee quoted on the website for orders below the free shipping threshold?

How can I return my order?

How long does it take for a refund to be issued?

What should I do if the product I have just received seems defective?

How Can I Request a Repair from My Location?

Returns & Exchanges

Join Our Creator Community – Apply to Collaborate

Can I send my order as a gift or include a gift message?

What does the warranty cover, and which products are eligible?

Do you sell replacement wheels or parts?

Coupon Terms & Conditions

Where can I find your physical stores?

Others

About capacity, weight, and size descriptions

How do I reset my account password?Updated 6 months ago