Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: June 2024 

1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Do you have a physical store?

Yes, we do have a physical address. Our headquarters is located at [Rm 15, 11/F, Huahui Plaza, 1008, Da Nan West Street, Lai Chi Kok, Hong Kong]. We also have a U.S. offline guitar store partner. Please visit our Partnership page.

2. Product Questions

What size should I order?

Based on our extensive data analysis, we currently offer one size that fits individuals up to 6'2" perfectly. We recommend trying one out first, and if you have any custom requirements afterward, we can provide personalized customization.

What is the material of this product?

The material for each product is listed on the product page, under the "Details" section. If you have further questions about the material, please don't hesitate to contact us.

How do I care for this product?

• Cleaning: Water won’t harm your furniture. Use a damp cloth to wipe away dust and debris. For deeper cleaning, mix light dish detergent with lukewarm water. Apply with a soft rag or sponge, then rinse with clean water. Wipe dry with a clean, soft rag.
 

• Avoid Certain Products: Do not use cleaning products with silicone, like Pledge or Glo, as they can affect future refinishing.

With proper care, your furniture will last a lifetime. For damage, feel free to contact us for recommendations.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

We offer free shipping within the continental United States, excluding Hawaii and Alaska.For other countries, we currently do not have overseas warehouses. You can choose sea shipping, which takes about two months and is free, or air shipping, which typically costs $200.

Do you offer free shipping?

The guitar stool's packaging box is quite large, and high-quality UPS Express shipping is used. 

We have a real-time freight subsidy policy, charging $50 for shipping to the continental United States, and $90 for Hawaii and Alaska. 

For other countries, we currently only support UPS International Air Shipping, with a shipping fee of $200.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing [ahui@nakupenda.co] or by calling our toll-free number at [(804) 284-0475].

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm EST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at [ahui@nakupenda.co].

Do you have a physical address?

 

Yes, we do have a physical address. Our headquarters is located at [Rm 15, 11/F, Huahui Plaza, 1008, Da Nan West Street, Lai Chi Kok, Hong Kong]. We also have a U.S. offline guitar store partner. Please visit our Partnership page.