FAQS
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.
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.
If you have any questions, please contact our customer service. ([email protected])
CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department will have the package on hold.
HOW DO I MAKE A COMPLAINT?
Consumers are encouraged to submit complaints through designated channels on the Guidy website or via email to [email protected]. Complaints should include detailed information, such as order details and a clear description of the issue. We are committed to responding to consumer complaints within 4 working days from the date of submission.
HOW TO HANDLE DISPUTES?
Disputes between consumers and Gudiy will be addressed through a fair and transparent resolution process. Initial contact with our customer support team is advised to initiate the resolution process.If disputes persist, consumers have the option to escalate the matter through designated channels for a higher-level review.
WHY I STILL HAVEN’T RECEIVED MY PACKAGE. WHERE IS MY ORDER?
You will receive a shipping confirmation after the items have been shipping.If your estimated delivery date has passed and you haven’t received your order, please contact us through [email protected] with an explicit subject on the email title so we can attend it to relative customer service specialist.
WHY WAS MY ORDER DIVIDED INTO TWO OR MORE PACKAGES?
We will do partial shipping for your order in the following conditions:
Certain item need additional process time.
Weight limit of customs or courier.
You will receive an email notification when each parcel is shipped or a letter about the partial shipping will be attached in the package.
WHY WAS MY PACKAGE RETURNED?
There are multiple possible reasons:
1) Wrong or incomplete address
2) Invalid phone number
3) Unable to deliver
If this condition happens to you, please contact us through [email protected] with an explicit subject on the email title so we can attend it to relative customer service specialist.
HOW TO DEAL WITH FRAUD?
We are dedicated to preventing consumer fraud for a secure shopping experience. Immediate action will be taken against any fraudulent activities involving consumers, third parties, or employees.