01 Choose the right service
- New delivery: check for incorrect, missing, damaged or mismatched items.
- Use questions: identify the product, fuel, consumables and instructions.
- Functional faults: after basic checks, send details for a repair assessment.
- Customization issues: include the approved proof and finished-product photos.
02 What to provide
What if an item is wrong, missing or damaged?
Keep the item, outer carton and packaging. Send your order number, photos and a description of the issue so we can help. Stop using the product if you notice fuel leakage, unusual heat or another safety concern.
What should I send if there is a problem with my custom item?
Keep the packaging and send the order number, approved proof, full-item photos and close-ups of the issue. Describe the difference so we can compare the item with the approved design. Do not sand, repaint or modify it before assessment.
03 Maintenance versus repair
Flint replacement, wick care and refilling are routine maintenance. Hinge or structural faults need a repair assessment. Do not hammer, weld, drill or modify a product before the cause is understood.
04 Contact and follow-up
How can I get help more quickly?
Use the official channels on our Contact page and include your order number or model, a clear description and relevant photos. Messages outside service hours are handled when service resumes. Do not post contact details or payment secrets publicly.
How are repair charges and timing confirmed?
Any chargeable work is described and quoted for approval before proceeding. Domestic repair generally takes about 7–10 business days, depending on the fault, parts and schedule. Factory repairs in the USA have a separate timeline.
Tell us whether the purchase was through this website, Shopee or a physical retailer. The next step depends on the record, item condition and applicable terms.