Frequently Asked Questions

1. What information can I get when I enter the order number?

You can check the status of the order. The order has a total of 7 status, including Pending, Confirmed, In production, Testing, Shipping, Completed, and Canceled.

You can also track the order, and see where your order is.

2. Where can I find my order number?

If you place an order online, you will receive an email about your order number. Or you can just log in to FS.com to see your order number. Also, you can contact your exclusive sales manager for your order number and any other order-related questions.

If you are not placing an order online, you can ask your account manager for your order number，You can view the logistics information of your order here after it has been shipped.

3. What does the order number look like?

The online order number on FS.com is usually made up of 12 digits.

For example: Your Order FSXXXXXXXXXXXX

4. Can I modify my shipping address or method?

Whether the order shipping address/shipping method can be changed depends on what order status is now:

Pending: Please cancel the order under your FS account and place a new one.

Order Testing: The order can not be canceled. Please contact FS customer service or your account manager for assistance.

Shipping: the shipping method can not be changed. But you can contact the courier to revise the delivery address.

PS: Please note that customers should be responsible for all additional fees for changing shipping address or shipping method if it is requested by customers.

5. What should I do if I want to cancel my order?

Whether the order can be cancelled depends on order status:

Pending: You can click "Cancel Order" in Order Details under your online account.

Confirmed: Please note that most orders are automatically transmitted to our warehouse systems to process, therefore it may not always be possible to cancel your order. Please contact your account manager to assist with cancellation. Orders containing customized items or other special conditions cannot be canceled once they have entered the "In Production" or "Testing" status.

Shipped: In most cases, the order can't be canceled after shipment. If it is necessary, please contact FS customer service or your account manager.

The cancellation may incur additional fees. You will be charged for any reasonable costs requested by courier and refunded the remainder if the cancellation is caused by you, otherwise, borne by FS.com. More details about additional costs can be learnt from your account manager.

6. How long after an order is shipped can the logistics information be tracked?

Typically, after we dispatch your order, the logistics system requires some time to update the tracking information. If you are still unable to find any tracking details within 24-48 hours after shipping, please contact our customer service team, and we will assist you in confirming the status of your order.