Frequently asked questions
ORDER
Will I receive a confirmation email?
Will I receive a confirmation email?
You will always receive an order confirmation email.
If you cannot find it, please check your spam/advertising/and similar folders.
If it is not there, you can easily contact us here.
Can I cancel my order?
Can I cancel my order?
You must cancel your order within 12 hours of placing it for the cancellation to be applied.
After 12 hours we can no longer accept order cancellations.
To cancel an order, please contact us via our contact form with the subject line "CANCEL MY ORDER".
My address is wrong/incorrect
My address is wrong/incorrect
If your address is incorrect, please reply immediately to the order confirmation email with the correct address or contact us here.
If the address is incorrect, we can correct this within 12 hours of the order being placed.
Once the order has been shipped, we cannot make any changes to the delivery address.
SHIPPING
When will my order be shipped?
When will my order be shipped?
Please allow 1 – 3 business days processing and production time for your order to be shipped.
The order will be processed as soon as the transaction is complete. There may be delays with instant bank transfer.
How long does shipping take?
How long does shipping take?
Processing time: 1 – 3 working days (Without weekends)
Shipping time: 7 – 12 working days (Without weekends)
We ship worldwide.
In rare cases, delays may occur due to circumstances beyond our control. We apologize for this.
How can I track my order?
How can I track my order?
We offer tracking for every order.
Tracking information will be emailed to you within 3–5 working days of your order being shipped.
You will receive a tracking link and tracking number via email (Please also check spam).
You can use these here: Track & Trace.
Please note: In order to offer the best price with high quality, we ship products directly from our manufacturing partners to your home.
We have strict quality guidelines, so you can rest assured.
What happens when I'm not at home?
What happens when I'm not at home?
Usually, a carrier will try twice to deliver the package before the package is returned or brought to the store, and you can easily track your package to know where it is.
Why does the shipment tracking say China?
Why does the shipment tracking say China?
We send some of our products directly from the manufacturer to the customer.
Our direct delivery from China enables us to offer you high-quality products at lower prices.
By eliminating middlemen and storage costs, we can pass these savings directly on to you.
All products are subject to strict quality controls to ensure that they meet our high standards.
This process guarantees that you receive a first-class product while we keep costs low.
PRODUCT
My product arrived damaged
My product arrived damaged
Don't worry!
Please contact us here or directly by email: support@surely.com and attach a picture of the damaged, unopened product.
As soon as our support team can confirm the damage, you will receive a free replacement immediately
My product does not work
My product does not work
Don't worry!
Please contact us here or directly by email: support@surely.com and attach a picture of the damaged, unopened product.
As soon as our support team can confirm the damage, you will receive a free replacement immediately