We apologize for any inconvenience this may cause. We will partially ship your order in the following cases:
1) Items are located in different warehouses.
2) The preparation time for items is different.
3) Customs or carrier weight limits are respected. You will receive an email notification when each package is shipped. If you only receive one tracking number but items are missing, please feel free to contact us for assistance.
Email: service@frmail.donnermusic.com
There may be four possible reasons:
1. Out-of-stock item issue: Please check the stock of the items. If items are out of stock, they may have been purchased by other customers, preventing you from completing your order. Please remove these items and proceed with a new payment.
2. Shipping address issue: Please confirm that your address and phone number are available or try changing them.
3. Connection issue: Please refresh the page and try again.
4. Gift issue: Cannot complete the gift individually.
For more information, please feel free to contact us.
Our system has detected that your order may pose a high risk for the following reasons:
· Payment and order information do not match;
· The credit card has shown unusual recent activity;
· The IP address does not match the billing address.
To ensure security and prevent fraud, we require you to provide proof of payment, such as:
· A credit card statement (showing your name and transaction number; sensitive information may be redacted);
· A screenshot of the payment (from PayPal or your bank, showing the order amount and transaction ID);
· A photo of the credit card (front and back, the CVV should be hidden, only the first four and last four digits should be visible).
We will ship the goods after you provide your information.
As a general rule, we will send you an email with tracking information after your order has shipped. If you do not receive this email or if no updates are available on the tracking page after your order has shipped, please contact us for more information.
Email: service@frmail.donnermusic.com
1. Payment failure: Your order will be canceled if payment fails.
2. Order issue: Your order will be canceled if we cannot contact you regarding your order's address issue.
3. Out of stock: Your order will be canceled if all items are out of stock, but we will contact you before canceling.
1. For unshipped orders, you can contact us by email to modify them.
2. For shipped orders, the delivery address/product can no longer be modified.
Before your order leaves the warehouse, you can contact us to cancel it.
Please note that once your order has been shipped, it can no longer be canceled. We appreciate your understanding.
Order preparation usually takes 24 hours. (This may sometimes be delayed due to stock issues.)
Your order may require 2-3 days of processing and several days of transit depending on the carrier. Please be patient. Once preparation is complete, we will ship your order. We will send you an email with the tracking number and link as soon as it ships.
Normally, delivery will take 3 to 5 business days after dispatch.
Normally, you will receive the shipping information email after your order has shipped. If you have not received it, the reasons may be:
1. You did not provide your email address for order notification when registering your Donner account or when placing the order.
2. Your security system blocked the email, considering it spam. You will therefore find it in your junk mail.
For more information, please contact us.
As a general rule, you will receive a shipping notification email after your order has shipped.
For more information, please do not hesitate to contact us. Email: service@frmail.donnermusic.com
If an item is marked "Out of stock", we advise you to check the site regularly over the next two weeks to see if it has been restocked.
You can contact us for more information. To be notified of a restock, enter your e-mail address in the restock alert on the product page.
