FAQs

Contact Us

How can I contact customer service?

If you have any questions about our products or your order, you can contact our customer service team via email or chat with us online.

For more information, please see our Contact Us page.

Shipping

What countries or regions do you ship to, and what is the shipping fee?

We offer worldwide shipping. Orders over $80 qualify for free shipping. To learn more about the available countries, shipping methods, and shipping fees, please see our Shipping Policy.

What shipping carrier do you use?

We use ChungHwa Postal Service for all of our shipments.

When will I receive my order(s)?

All orders are processed in 1-3 business days. Estimated delivery time varies based on location but typically ranges from 1–2 weeks. Delivery details will be provided in your confirmation email.

How to track my order or shipping information?

To track your order, click on the "Need help" button > Track My order > Enter your order number & email address > Click "Track my order".

Order

Will I receive an order notification?

The system will automatically send an email to your email address when:
1. the order is successfully submitted;
2. the item is shipped;
3. the customer confirms receipt of the item;
4. and when the order is refunded. If you do not receive the relevant email, please check if your email address is filled in correctly, check the spam folder, or contact us.

How do I cancel or change my order?

If you wish to change or cancel your order, please contact us within 24 hours of placing your order via email: service@ilobuild.com. We will process it as soon as we receive your message. Please note that orders that have already been shipped cannot be changed or canceled.

Return

How can I return my item(s)?

We offer a 30-days risk-free return policy on our website. Please note that returns must be in original packaging and condition with receipt. If the returned item is not in the acceptable condition it will be refused acceptance.
If the reason for the return is that you do not like/do not want it, the return postage will be borne by the buyer. Please do not return the package directly, and contact us for the return address.
We do our best to ensure all orders are perfect. In the case where your order is damaged, or if you receive the wrong item, please do not throw away the packaging and contact us immediately at service@ilobuild.com.

To learn more about our return policy, please click here.