Frequently Asked Questions

  1. When will I receive my order confirmation?

An order confirmation will be sent automatically to the email address used at checkout. If you cannot find it, please check your spam or junk folder and make sure the email address entered with your order is correct.

If you still cannot locate the confirmation email, contact us at rainybearcos@outlook.com with your name and order details.

  1. When will I receive my tracking number?

Once your order has been shipped, we will send a shipping confirmation email containing your tracking number and carrier information.

Tracking information may take several business days to update after dispatch. Please continue checking the email address used to place your order for order updates.

  1. Where can I track my package?

You can track your order through the Track Package page on our website or through the carrier’s official tracking website using the tracking number provided in your shipping confirmation email.

You may also use 17TRACK:
https://www.17track.net/en

  1. How long does order processing and delivery take?

Processing time is the time required to prepare or produce your order before shipment. It does not include transportation time.

Processing times vary depending on whether an item is ready to ship, made to order, customized, or available for preorder. Please check the individual product page for the most accurate processing estimate.

After dispatch, delivery time depends on the destination, selected shipping method, customs processing, local holidays, weather conditions, and carrier delays. The estimated shipping options available for your address will be shown at checkout.

  1. Can I change my order or shipping address?

If you need to change the size, product option, or shipping address, please contact us at rainybearcos@outlook.com as soon as possible, preferably within 24 hours of placing your order.

We cannot guarantee changes after production or order processing has begun. Once a package has been shipped, we cannot change or redirect the delivery address.

  1. Can I cancel my order?

Orders canceled within 24 hours of confirmation are eligible for a full refund.

For cancellation requests submitted after 24 hours, a production fee of up to 50% of the product price may apply if production has already begun.

Customized, personalized, or made-to-order products cannot be canceled after substantial production work has been completed. Orders that have already been shipped cannot be canceled.

Please contact rainybearcos@outlook.com as soon as possible if you need to request a cancellation.

  1. Can I return an item?

Eligible non-customized items may be returned within 15 calendar days of delivery. Returned items must be unused, unworn, unwashed, unaltered, complete, and in their original packaging.

Customized, personalized, and made-to-order products cannot be returned for change-of-mind or sizing reasons unless the item is defective, damaged, or different from what was ordered.

Certain hygiene-sensitive products, including wigs, artificial hair products, undergarments, socks, and stockings, are not eligible for return after opening or use.

Please contact us before sending any item back. Unauthorized returns may not be accepted.

  1. Who pays for return shipping?

For returns that are not caused by a defect, damage, missing item, or fulfillment error, the customer is responsible for the actual international return shipping cost, customs charges, and any other related fees.

We recommend using a tracked shipping service and keeping the shipping receipt until the return has been completed.

If the return is caused by an error on our part, please contact us with your order number and supporting photographs so that we can review the issue and provide an appropriate solution.

  1. What should I do if my order is damaged, defective, incorrect, or missing an item?

Please contact us promptly at rainybearcos@outlook.com and provide:

• Your order number
• A clear description of the issue
• Clear photographs of the product
• Photographs of the shipping package and label, when applicable

We will review the information and provide an appropriate solution, which may include a replacement, repair, partial refund, or full refund depending on the circumstances.

Please keep the original item and packaging until the issue has been resolved.

  1. How long does a refund take?

After an approved refund has been processed, the funds are normally returned to the original payment method within 5–10 business days.

Your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

If more than 10 business days have passed since we confirmed your refund, please contact your payment provider first. You may also contact us at rainybearcos@outlook.com for assistance.

  1. Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, VAT, or carrier handling fees imposed by the destination country.

Unless these charges are collected during checkout or otherwise stated, they are the customer’s responsibility. Customs requirements and charges are determined by local authorities and are outside Rainybear’s control.

  1. How can I contact Rainybear?

Email: rainybearcos@outlook.com

Phone: +86 198 6214 9970

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM (GMT+8)

We aim to respond to all inquiries within 1–2 business days.