Most Popular Questions

1. When will my order be shipped/delivered?

Please allow 1 to 2 business days for all orders to be fulfilled. During busier periods or holidays, we may take a bit longer. For more information, please see our Shipping & Delivery.

For North America & EU & Oceania countries:

Shipping from our US/EU/CA/AU warehouse and delivered within 3- business days

Shipping from our Chinese warehouse and delivered within 7-10 business days

For other countries:

Shipping from our Chinese warehouse and delivered within 10-20 business days

2. How long do I have to initiate a refund?

You can only cancel an order if it has not been shipped yet.

Pls kindly email us at with specific reasons for the cancellation and refund along with your order number.

On request, your order can be successfully cancelled within 1-2 business days if it has not yet been shipped. You will be notified about the same via email.

If you are not satisfied with the product you received, we accept returns up to 7 days after the date of delivery. Please refer to our Returns & Exchanges page.

3. How do I check the status of my order?

After placing your order, you will receive a confrimation email with your order information. And you will receive another email including a tracking number of your order once your order shipped out. 

If you did not receive any confirmation, please check whether your email address is correct or the confrimation email is classified into the spam mailbox. If you still did not find any confirmation email, please contact us and we will reply within 24 - 48 hours.

4. What if my order has missing, wrong and/or damaged items?

When your order arrives, please inspect the package for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please retain the box, the packing materials, and the items inside, take photos of them and contact us immediately via email for reissue or refund.

5. Can I cancel or change my order? 

Please contact us via our email asap. We will do our best to accommodate your request to change or cancel your order. Once an order is processing we regret that it cannot be changed or cancelled.

6. Do you test your products on animals?

At DOCOLOR, Our products are all vegan, 100% cruelty free and PETA certified. The safety of our consumers is our highest priority. We utilize the latest advances in non-animal safety testing and human volunteer testing to deliver products of the highest safety and quality to our consumers. We do not test our products or ingredients on animals, or ask others to test on our behalf, except where required by law.

7. How can I track my package?

Please refer to Track Your Order page.

If you have any questions about order tracking, please feel free to email us with your order number / register email / receiver name, we will reply within 24 - 48 hours.

8. Do you offer FREE SHIPPING?

We offer Free Shipping on all orders over US$50 for US domestic shipping.

We ship to more than 70 countries worldwide, and shipping costs are different for each region. The shipping fee will be visible on check out page accordingly. 

 9. Why can some items only be shipped to designated countries?

Note: Some items are in short supply. Please pay attention to the remark information in the product title or product details (Only ship to US/EU/UK-- only US/EU/UK local warehouses have inventory), in case the transportation is not available and brings you inconvenient.


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