F&Q

I. Order-Related

1. How to place an order?

Enter the product detail page, select the specifications you need (such as color, size, etc.), and click “Add to Cart”. After confirming that the items in the cart are correct, click “Proceed to Checkout”, fill in the shipping address, choose a payment method, and complete the payment to successfully place the order.

2. Can an order be modified after submission?

If the order is in the “Pending Payment” status, you can click “Cancel Order” on the order detail page and place a new order; if the order has been paid, order information (such as shipping address, contact information, etc.) cannot be modified. Please carefully check the information before placing an order. In case of special circumstances, please contact online customer service as soon as possible for assistance.

3. What if I forget to use a coupon?

Coupons cannot be used retroactively after the order is paid. If the order has not been paid, you can cancel the order, re-check the coupon, and place the order again; if the order has been paid, the coupon has expired and no operation can be performed.

II. Logistics & Delivery

1. How long will it take to receive the goods?

We will ship within 48 hours after you place the order (except for special products or during promotional periods). It is expected to be delivered within 3-7 working days in ordinary domestic areas, and may be extended by 1-3 working days in remote areas. The specific delivery time is subject to the logistics information.

2. How to check the logistics information?

You can log in to the official website, click “View Logistics” for the corresponding order in “My Orders”, and you can view the transportation status and estimated delivery time of the goods; you can also copy the logistics number and query it on the official website of the corresponding logistics company or a third-party logistics query platform.

3. The goods show as signed, but I haven’t received them. What should I do?

Please first confirm whether it was collected by family members, colleagues, or property management. If you 确实 have not received it, you can contact online customer service within 24 hours, and provide the order number, logistics number, and a description of the relevant situation. We will verify and handle it with the logistics company as soon as possible.

III. Returns & Exchanges

1. What conditions need to be met for returns or exchanges?

Within 7 days from the date of signing for the goods, if the goods are kept in good condition (the goods themselves are not damaged, do not affect secondary sales, and the tags, packaging, and accessories are complete), you can apply for no-reason returns or exchanges; if the goods have quality problems, you can apply for returns or exchanges within 15 days of signing.

2. How to apply for returns or exchanges?

Log in to the official website, go to “My Orders”, click “Apply for After-Sales” in the corresponding order, select the reason for return or exchange, and fill in relevant information and upload product photos and other supporting materials as prompted. After submitting the application, wait for review. After the review is passed, we will inform you of the specific return or exchange process.

3. Who bears the return shipping fee?

For no-reason returns or exchanges, if the goods are not free of shipping, the shipping fee shall be borne by you; if the goods are free of shipping, you need to bear the return shipping fee. If the return or exchange is due to product quality problems or our reasons, the round-trip shipping fees will be borne by us.

IV. Payment-Related

1. What payment methods are supported?

We support a variety of payment methods, including WeChat Pay, Alipay, UnionPay Online Payment, credit card payment, etc. You can choose according to your personal needs on the checkout page.

2. After successful payment, the order shows unpaid. What should I do?

This may be caused by network delay leading to out-of-sync information. You can first check whether the payment account has been debited. If it has been debited, please do not pay again, and refresh the order page after a short wait; if the order status is not updated for a long time, you can contact online customer service and provide the payment voucher, and we will verify and handle it for you.

3. What are the reasons for payment failure?

Possible reasons include insufficient balance in the payment account, insufficient credit card limit, network failure, payment system maintenance, etc. Please confirm the status of the payment account and the network environment, and try to pay again; if the payment fails multiple times, you can change the payment method.

V. Membership Benefits

1. How to become a member?

On the official website registration page, fill in your mobile phone number, set a password, and complete the SMS verification to register as a member; you can also directly become a member through WeChat or Alipay quick login.

2. What benefits do members enjoy?

Members can enjoy points accumulation (shopping consumption, check-in, etc. can all earn points), exclusive birthday discounts, member-exclusive price products, priority participation in promotional activities, and other benefits.

3. What is the use of points? How to use them?

Points can be used to redeem favorite products, coupons, and other gifts in the points mall. Enter the “Points Mall” on the official website, select the products or coupons that can be redeemed with points, and follow the prompts to complete the redemption.

VI. Other Questions

1. How to contact customer service?

You can click the “Online Customer Service” button in the lower right corner of the official website page to communicate with customer service personnel via text; you can also call the customer service hotline: (970) 598-2077

Customer service online hours:
Monday to Friday: 9:00 – 22:00 (local time)
Holidays and weekends: 10:00 – 17:00 (local time)

2. What if the product information does not match the actual item?

If you find a discrepancy between the product information and the actual item, please keep the product and relevant evidence, and contact online customer service as soon as possible. We will verify the situation and provide you with a reasonable solution, such as return or exchange, compensation, etc.

Contact Information:
Email: [email protected]
Phone: (970) 598-2077
Address: 1075 East Las Vegas Street, Hillside, Colorado Springs, CO 80903, United States

This FAQ covers common issues on the modernvex. If you have other questions or need further clarification on specific sections, feel free to let me know.