Contact Us
How can we help?
Have a question about a pipakutu™ product, product specifications, materials, included components, usage guidance, an existing order, shipping, tracking, payment, return or refund? Contact the pipakutu™ customer-support team and we will be happy to assist you.
Questions About an
Existing Order
Please include your order number and the email address used during checkout. Providing these details helps our team locate and review your purchase efficiently.
Order Processing
& Delivery
Orders are normally processed within 1–3 business days after payment confirmation. During holidays, promotional periods or unusually high order volume, processing may take up to 5 business days.
For supported U.S. destinations, standard delivery normally takes approximately 10–15 business days after dispatch.
Problems With
Your Order
If your item arrives damaged, defective, incomplete, incorrect or materially different from the product ordered, please contact us promptly.
- Your order number.
- A clear description of the issue.
- Relevant photographs or videos.
- A photograph of the shipping label or exterior packaging where appropriate.
After the issue has been reviewed and confirmed, we will provide an appropriate replacement, reshipment, refund or return solution. Where the issue is confirmed to result from an error attributable to us, the customer will not be required to bear additional costs caused by that error.
Please note: Minor variations in finish, color tone, natural wood grain, thread or yarn shades, handcrafted details or other production details may occur and are not necessarily defects when they do not materially affect normal product use.
Before Returning
an Item
Eligible products may be returned within 30 calendar days after confirmed delivery, subject to our Return & Refund Policy.
Do not automatically send returns to our registered business address. Please contact customer support first. Once the request is approved, we will provide the appropriate return destination and instructions.
Refund
Processing
After an approved return has been received and inspected, an eligible refund is normally initiated to the original payment method within 5–10 business days.
Your bank, card issuer or payment provider may require additional time before the credit appears in your account.
Cancellation
& Changes
Contact us as soon as possible if you need to cancel or change an order. We will make reasonable efforts to assist before fulfillment begins.
If an order is successfully cancelled before fulfillment, no cancellation fee is charged. Changes cannot be guaranteed once processing or fulfillment has started.
Response Time
We aim to respond to customer inquiries within 24 hours. Requests requiring investigation with a carrier, payment provider, fulfillment partner or return facility may require additional review time.
Customer service is available from 8:00 AM – 6:00 PM China Standard Time (UTC+8) .