FAQ
Frequently Asked Questions
Q: Are SUMMP products suitable for everyday use?
A: At SUMMP, we carefully select products with attention to functionality, practicality, materials, construction, and everyday usability.
Where applicable, products may undergo reasonable quality checks before fulfillment.
Because SUMMP offers products across different categories, specific materials, features, functions, specifications, care requirements, and usage instructions may vary by product.
We recommend reviewing the individual product description, specifications, warnings, and usage instructions before use.
If you have questions about a specific product, please contact:
Q: How long will it take to receive my order?
A: Orders are generally processed within 1–3 business days after successful payment confirmation.
Delivery times depend on your destination, shipping method, carrier availability, customs processing, and other logistics conditions.
Typical delivery estimates may include:
- Standard Shipping: approximately 7–15 business days after dispatch.
- International Shipping: approximately 7–21 business days after dispatch or longer, depending on the destination and logistics conditions.
- Expedited Shipping: may be available for selected orders and destinations where offered.
Please note that delivery estimates begin after your order has been dispatched and do not include the 1–3 business day order processing period.
Customs processing, peak shopping seasons, severe weather, carrier disruptions, public holidays, or other circumstances outside our reasonable control may result in additional delivery time.
Any destination-specific shipping estimate displayed during checkout should also be reviewed before placing your order.
Q: Can I track my order?
A: Most SUMMP orders include shipment tracking.
Once your order has been dispatched, you will normally receive a shipping confirmation email containing your tracking number and available tracking information.
Please allow some time after shipment for the carrier's tracking system to update.
If your tracking information has not been updated for an extended period, your package appears to be significantly delayed, or you believe your package may be lost, please contact us and include your order number so our customer support team can investigate.
Q: What should I do if my product arrives damaged, defective, incomplete, or incorrect?
A: If your order arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact our customer support team as soon as reasonably possible.
We recommend providing:
- Your order number;
- A description of the issue;
- Clear photos of the product;
- Photos of the outer packaging where relevant; and
- A short video if it helps demonstrate the issue.
For transit-related damage, we recommend contacting us within 7 days of delivery whenever reasonably possible so that we can investigate the issue promptly.
This recommended reporting period does not replace or shorten any applicable rights or eligibility provided under our Cancellation, Return & Refund Policy or applicable consumer law.
After reviewing the information, our team will provide an appropriate solution based on the circumstances.
Where the issue results from damage, defect, an incorrect item, missing components, or another verified fulfillment error, the appropriate replacement, refund, return solution, or other after-sales remedy will be provided at no additional cost to the customer.
Email: service@summp.com
Q: Does SUMMP offer international shipping?
A: SUMMP may offer international shipping to eligible countries and regions, subject to product availability, destination restrictions, carrier coverage, and other logistics conditions.
International shipments may be subject to:
- Customs inspections;
- Import duties;
- Local taxes;
- Brokerage or customs clearance fees; or
- Other charges imposed by local authorities.
Unless otherwise stated during checkout or required by applicable law, these additional charges may be the responsibility of the recipient.
Because customs and import requirements vary by country or region, we recommend checking applicable local requirements before placing an international order.
Q: Can I change or cancel my order?
A: If you need to modify or cancel an order, please contact us as soon as possible after placing it.
Cancellation requests should generally be submitted within 48 hours of placing the order.
We will make reasonable efforts to process your request if the order has not already entered fulfillment, packing, or shipping.
Because orders may move into fulfillment quickly, submitting a cancellation request within 48 hours does not guarantee that cancellation will still be possible if the order has already been processed or shipped.
Once an order has been shipped, cancellation is generally no longer possible. After delivery, eligible products may be returned in accordance with our Cancellation, Return & Refund Policy.
For cancellation or modification requests, please contact:
Please include your order number so our team can locate your order more efficiently.
Q: What is SUMMP's return policy?
A: Eligible products may generally be returned within 30 calendar days after delivery, subject to the conditions stated in our Cancellation, Return & Refund Policy.
To qualify for a standard return, products should generally be:
- Unused, where applicable;
- Unworn, where applicable;
- Unwashed, where applicable;
- Undamaged;
- In their original condition; and
- Returned with original packaging, accessories, labels, manuals, or included components where applicable.
To request a return, please contact service@summp.com and provide your order number, the item you wish to return, the reason for the return, and photos or videos where relevant.
Please contact our customer support team before sending a product back so that we can confirm return eligibility and provide the applicable return instructions.
Our official return address is:
Unit 3, Building 7, Room 615, 6th Floor,
No. 280 Baijia Section, Dajian Road,
Xihanggang Subdistrict, Shuangliu District,
Chengdu City, Sichuan Province, China
The return address above is also the registered business address of Chengdu Dongxia Rongguang Trading Co., Ltd.
Providing the return address publicly does not remove the requirement to obtain return authorization before sending your item.
Returns sent without sufficient order information or without following the applicable return requirements may experience processing delays.
Q: Who pays for return shipping?
A: Responsibility for return shipping depends on the reason for the return.
For preference-based returns, such as changing your mind, ordering the wrong variation, or no longer wanting the product, the customer is generally responsible for the applicable return shipping cost.
If the product arrived damaged, defective, incorrect, incomplete, materially different from the description, or the return is required because of another verified fulfillment error, SUMMP will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
Q: How long does a refund take?
A: Once an approved returned product has been received, inspected, and approved, eligible refunds are generally issued to the original payment method within approximately 3–5 business days.
After we issue the refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.
If you have received confirmation that a refund has been issued but the funds have not appeared after the applicable processing period, please contact your payment provider first and then contact our customer support team if further assistance is required.
Q: How can I contact SUMMP customer support?
A: For questions regarding products, orders, shipping, tracking, returns, refunds, cancellations, or other customer service matters, please contact us using the official information below.
SUMMP is operated by Chengdu Dongxia Rongguang Trading Co., Ltd.
Official Contact Information
No. 280 Baijia Section, Dajian Road,
Xihanggang Subdistrict, Shuangliu District,
Chengdu City, Sichuan Province, China
Unit 3, Building 7, Room 615, 6th Floor,
No. 280 Baijia Section, Dajian Road,
Xihanggang Subdistrict, Shuangliu District,
Chengdu City, Sichuan Province, China
9:00 AM – 6:00 PM (Hong Kong Time)
When contacting us about an existing order, please include your order number whenever possible so our customer support team can assist you more efficiently.