Contact Us & FAQ - Costway

Whatever happens to your order, you can contact us freely via Emails sent to [email protected]. It will be highly appreciated if you can provide us with any order information for us to check the order details, such as order number, receiver's name and tracking number.

Once we receive your order, we will process it in the same day and send out the item in the second day from Monday to Friday. Saturday's orders will be sent out together with Sunday's orders.

We use UPS ground, UPS surepost, USPS and truck to ship your order according to the size and quantity of the items that you have ordered.

The transit time depends not only on the distance between your location and our warehouse, but also the efficiency of the carrier. Generally, your order will arrives in 5-10 business days. If you want to know more information, please contact our customer service. We will settle your problem as soon as possible.

Please send the cancel request to [email protected] in the same day that the order is placed. We will cancel it for you freely. If the order has already been shipped out, you have to pay recall cost to stop the delivery if you still want to cancel the order.

Please contact the carrier to see if they have delivered the item to the right place. Meanwhile, please send us your contactable phone number so we are able to claim against the carrier to search for the package. Generally, we will get the search result one week later.

Please send the photos of the damaged item to [email protected] with any valid order information. Our customer service will respond to you within 24 hours and help you solve problems.

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, please send a request for refund to [email protected] and we will issue you the refund in two business days.

All of our items come with a 3-month warranty from the date when the items are bought. We will cover any cost occurred due to item quality issue.

If the item has any quality issue, you can contact us to return the item back for a full refund. If you do not want to keep the item without any quality problem, you have to pay for the shipping cost to return it back for a refund. The shipping cost is for sending the item out and sending it back.

Normally we don’t sell parts individually. If your order is under warranty, we will send replacement parts to you without any charge as long as we have the parts available. If your order has been over warranty, you can order the parts in the local hardware store or anywhere else.

You may use another credit card to make the payment if you get no luck to pay by your original credit card. You can also use Paypal to place the order if your credit card is not working.

There will be no invoice in your package. If you want to get an invoice, please contact our customer service for a screenshot of your order details.