FAQs
Welcome to the Cereusia customer support center. Here you can find helpful information about placing orders, payment methods, shipping, order adjustments, and after-sales assistance. If your question is not addressed below, please contact our customer service team at support@cereusia.com and include your Order Number together with the email address used during checkout so we can assist you more efficiently.
Orders & Payments
Q: How can I use a discount code?
A: To apply an eligible promotional code during checkout, please follow the steps below:
- Select your preferred decorative hanging item and click "Add to Cart."
- Open your shopping cart and proceed to checkout.
- For Mobile Users: Tap the "Show order summary" section near the top of the checkout page to display the discount code field.
- For Desktop Users: Find the gift card or discount code field on the checkout page and enter your code.
- Click "Apply" before completing payment to ensure the discount is reflected in your order total.
Q: What payment methods are available?
A: Cereusia uses secure third-party payment processing services. Depending on the options shown at checkout, available payment methods may include:
- PayPal
- Major Credit and Debit Cards (Visa, MasterCard, American Express, Diner’s Club)
- Digital Wallets (Apple Pay, Google Pay)
Q: What is the shipping fee?
A: We currently offer a standard international flat-rate shipping fee of $5.99 USD. The final shipping charge may vary slightly depending on your delivery destination or any promotional offer available at the time of purchase. The applicable shipping cost will be displayed during checkout before you submit your order.
Shipping & Delivery
Q: Does Cereusia offer international shipping?
A: Yes. Cereusia works with international fulfillment and logistics partners to deliver orders to supported destinations worldwide. Depending on product availability, destination, and inventory distribution, items from our Nature-Inspired, Whimsical Accessories, and Artisan Home Decor collections may be fulfilled through different available facilities.
Q: How long does delivery usually take?
A: After your order has completed processing and warehouse preparation, standard international delivery typically takes approximately 10 to 20 business days.
Q: How can I track my package?
A: Once your order has been dispatched and tracking information becomes available, you will receive an email containing the applicable tracking number. You can use this number to follow the latest shipment updates through the designated carrier or supported tracking service.
Q: Why is my tracking information not changing?
A: Tracking systems may require approximately 24 to 48 hours after shipment to display the first update. Temporary gaps in tracking activity may also occur while international parcels are transferred between logistics centers, customs facilities, countries, or regional delivery networks.
Q: Why was my order delivered in separate packages?
A: Some orders containing multiple decorative items may be fulfilled from different facilities based on inventory availability and shipping efficiency. If your order is divided into multiple shipments, each parcel may be assigned its own tracking number and may arrive at a different time.
Order Changes & Cancellations
Q: Can I change my shipping information after placing an order?
A: Yes, provided your order has not yet progressed too far into the fulfillment process. Please contact support@cereusia.com as soon as possible with the subject line Urgent: Address Change and provide:
- Your Order Number
- The email address used for the purchase
- Your complete and corrected shipping information
Note: Once your order has been packed, processed, or transferred to the shipping carrier, Cereusia may no longer be able to modify the delivery information. In such cases, you may need to contact the carrier directly.
Q: Can I change an item or quantity after completing my order?
A: Changes may only be possible during a limited period before warehouse processing begins. Please email support@cereusia.com immediately with Urgent: Order Change in the subject line and include:
- Your Order Number
- Your checkout email address
- A clear description of the requested change
We will attempt to process your request when possible, but changes cannot be guaranteed once your order has entered fulfillment.
Q: Can I cancel my order?
A: Cancellation requests may be considered if your order has not yet entered fulfillment or been handed over to the shipping provider. If the order has already been processed, packed, or marked as shipped, cancellation may no longer be available. Please contact support@cereusia.com as soon as possible to request a cancellation.
Product Issues & After-Sales Support
Q: What should I do if my decorative item arrives damaged?
A: If your item is damaged during delivery, please contact support@cereusia.com and provide the following:
- Your Order Number and checkout email address
- Clear photographs or a short video showing the damaged area
- A photo of the shipping label on the original outer packaging
Our customer service team will review the information and assist you with the appropriate next steps.
Q: What should I do if the product appears defective?
A: If you believe your decorative hanging item has a manufacturing or product-related defect, please email support@cereusia.com with your Order Number, a description of the issue, and clear photos showing the affected area. Our team will review your request and determine the appropriate resolution.
Q: What if my order is missing an item or I received the wrong product?
A: Please contact support@cereusia.com with your Order Number and relevant details. If you received the wrong item, attach a clear photo of the product that arrived. If an item is missing, identify which item from your order was not included. Our customer service team will review the case and provide further assistance.
Order Confirmation & Tracking Emails
Q: Why haven't I received my order confirmation?
A: Please check your spam, junk, or promotional email folders first, as automated order emails may occasionally be filtered there. If you still cannot locate the confirmation, contact support@cereusia.com and provide the email address or phone number you may have used during checkout so our team can help locate your order.
Q: I have not received my tracking number. What should I do?
A: Tracking details are generally issued after your order has completed the initial processing stage and has been prepared for shipment. If you have not received tracking information within the expected processing period, please check your spam or junk folders before contacting support@cereusia.com for additional assistance.
- Brand Name: cereusia
- Operating Company: ZHANGDEQING INC
-
Corporate Address: 1037 Ogden St
Denver CO 80218
US - Support Email: support@cereusia.com
- Customer Hotline: +1 208-746-5775