FAQ
ORDERING
Do I need to have an account to order?
No, you can also place an order as a guest.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
What payment methods do you accept?
We accept PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
You can connect your PayPal, credit card, debit card, or bank account to PayPal for purchasing some of our products.
When you place an order with Paypal you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password.
You may still check out even without a PayPal account. To do so, please click on "Pay with Credit or Debit Card" and you'll be redirected to a secure page where you can enter your credit card information or complete your payment safely via PayPal.
NOTE: Your order will be shipped to your PayPal address. Ensure you have selected or entered the correct delivery address.
Click to see how to pay your bill with PayPal
Please note that SUG New Energy does not collect your credit/debit card number or personal information when you make a payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.
Please wait until you see "Thank you" page, otherwise your order will possibly become the abandoned checkout.
Thank you for your time!
How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Please note that any orders that have already been packed or shipped cannot be canceled.
How do I set my shipping address?
Your order will be shipped to your PayPal address. Please ensure that it is correct and complete.
When will my order arrive?
Once the order has shipped, we will email your tracking information on the next day . We are not responsible for delays caused by the customs department in your country.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number two day after we have shipped your order.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us immediately.
SHIPPING AND CUSTOMS
When will my order be processed?
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
How will my order be shipped?
For shipping methods, please read our Shippings page.
RETURNS
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
What if the item(s) I received is defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.