HELP
Why was I charged twice upon placing my order?
If the charge shows up twice right after you order, this is a pending charge for bank authorization. Banks regularly practice this during credit card transactions to ensure sufficient funds and account authenticity. This double charge will clear once your card is charged for real when your order ships. Please contact your bank with any questions, or to verify the charge.
Do letters in the product label such as JP or SP indicate any difference in levels of quality?
You may have heard that there's a difference in product quality, depending on whether a product label has JP or SP in it, but we're here to put that rumour to rest - there's no difference! Those letters are internal production codes that don't indicate or affect the quality of the product.
I really want an item, but it's sold out. What can I do?
You've chosen a popular item of ours! For regular items, use the [Notified me] and we can notify you when it becomes available again. For limited edition items, next time, grab it quickly! These are exclusive and usually only have one big sale run.
Why can't I access the store?
We currently operate in these countries/areas: Singapore, Malaysia, Indonesia, Hong Kong/Macau, India, Brunei, Pakistan, Nepal, Vietnam, Philippines, Maldives, Sri Lanka, and Bangladesh. For now, if you're outside of these countries/areas, unfortunately the store is unavailable.
Why have my item(s) disappeared from My Cart?
To make sure all your items are saved in your cart, please check that cookies are enabled on your browser. A cookie is a bit of data sent to your browser from a website and stored on your computer. Sometimes your browser is set to reject cookies, in which case your items will not be saved in the cart. Enable cookies and avoid deleting cookies while still shopping with us.
Where is my order confirmation?
Your order confirmation will be sent to the email you provided after payment is made.
Does order confirmation mean order shipped out?
An order confirmation means we have received your order and are processing it. Watch out for our second email that notifies you when your gear has been shipped.
When will my order ship?
We will process your order within 3 working day. Please note if you have chosen to have a frame strung this will add extra stringing time.
Can I change or cancel my order once it has been processed?
We work fast here at SunriseClick, so once a payment has been processed, we get straight to work at filling and shipping your order. Our main goal is getting your item(s) to you as fast as we can, so it is not possible to modify your order, including cancellations, additions, size changes or changes to your shipping address once it has been confirmed.
Why was my order cancelled by SunriseClick?
In the unlikely event that something you ordered sold out or became unavailable, we will contact you within 24 to 48 hours to explain the situation. If you ordered other items, you can still receive the rest of the order. These cancellations are rare, and we do everything we can to make sure that this doesn't happen.
Can I return items on sale?
With the great deals we offer on sales items, the purchases are final.
How are returns processed?
Our return process is fast and easy - we want you to be completely satisfied with your order. Please see ourGeneral Return Policyto return an item.
If I refuse my order upon delivery, what happens?
If you refused the shipment from SunriseClick upon delivery, we will refund you the value of the item(s). However, you are responsible for shipping charges back to us and any import fees, duties and or taxes that are incurred on the package. This amount would be deducted from your merchandise refund. Because these shipping costs are deducted from the refund amount, if the return shipping fees exceed the value of the merchandise, you would not receive a refund.
I haven't received my order yet, even though the status says it has been delivered.
If the status says delivered, it is likely that someone near you has signed off on it. Check with neighbours, family, flatmates, or apartment security personnel to see if anyone has collected it for you or contact the courier company directly to see who signed for it. If it is still not located, please contact us atcustomercare@sunriseclick.com.
If my item is damaged, how do I return it?
Please see Damaged Item Upon Receiving for more details.
Alternatively, if the package appears severely damaged upon delivery, don't accept the package from the courier and contact us at customercare@sunriseclick.com immediately with your order number to let us know what happened.
I have received a different item(s) from what I have ordered. Can I replace it?
Please seeDifferent Item Upon Receivingfor more details.
How do I know your products are authentic?
Please seeKeep It Realfor more details.
Is it safe to give you my credit card information?
Yes, we make it a priority to ensure that your information is completely secure with us. We have measures in place to protect your information against alterations and misuse. We authenticate and encrypt your sensitive personal information, including credit card number and billing address. As additional security, we do not store your credit card information - we pass all information on to our payment providers immediately, using secure methods.
How can I contact SunriseClick?
We're always happy to hear from you: