Frequently Asked Questions | Shen Yun Collections

Our products are available for purchase at our pop-up shops in the theater lobbies on Shen Yun Performing Arts' World Tour. You can also shop online at shenyuncollections.com.

Please note that the merchandise selection at each of our pop-up shops may slightly differ from one region to another due to the varied availability of some products.

You will be sent an email with your Order Confirmation once the order has been received. Here you will find your order number and details about your order such as the product description, your billing and shipping address, and the total price of your purchase. If you do not receive your order confirmation within 24 hours, feel free to call us toll-free at 1-800-208-2384, Monday - Sunday between 9:00 am - 5:00 pm (EST), chat with us via our live chat, or email us at info@email.shenyuncollections.com to confirm that we have received your order.

If you wish to cancel or modify your order, please contact us via our website’s live chat, or send an email to info@email.shenyuncollections.com or call us at 1-800-208-2384 as soon as possible. We will make every effort to accommodate your request. However, once an order has been processed, we cannot guarantee that the purchase can be cancelled or modified.

If you have received your order and needed to return it, please contact us as soon as possible.

Orders may take 2-3 business days to process. After your order is shipped, you will receive a confirmation email with your tracking number to confirm that your order has been accepted and processed.

If you have a registered account with Shen Yun Collections, you may check the status of your order online. Sign in to your account to view your orders.

Things may not always go according to plan when it comes to shipping. During these frustrating situations, don’t worry. We’ll take care of you.

A few things to know regarding your order’s shipment:

- Up-to-date tracking information is given from the carrier. The tracking information is available in your order confirmation email and on your account page. Please note that sometimes USPS will not show any updates until the item is scanned as delivered.

- You’re given an estimated delivery date at check out. However, sometimes situations out of our control happen and delivery may be delayed. Please keep an eye on your tracking information for your shipment’s status.

- For international deliveries, sometimes deliveries may take more than a month. If you use USPS First Class International Shipping, once your package leaves the United States, we no longer receive tracking updates. We ask that you contact your local post office for any updates on your shipment. If you do not receive your shipment within 6 weeks from the shipment date, please contact Shen Yun Collections Customer Service for further assistance. We apologize for any inconvenience.

- If you are from Europe or Taiwan, we have distributors you can order from. Please browse their websites to see if they have the items you may want. Shen Yun Collections Europe: https://shenyunshop.de/ Shen Yun Collections Taiwan: https://shoptw.shenyun.com/

Before contacting Shen Yun Collections Customer Service, please check the following:

- Ask family members, neighbors, co-workers, a building manager, apartment office, or others who may have accepted your order on your behalf.

- The carrier may have placed your order out of view somewhere near your door. Also look for your order in places such as the back door, garage, or behind bushes. Check your tracking information to see if a location was noted.

- In rare situations or during peak delivery times, packages may state delivered up to 48 hours prior to their arrival. Please wait 48 hours for your package to arrive.

- Please contact your shipping carrier to confirm the status of your delivery.

If you have waited 48 hours past your delivery notification and you still haven't located your package, contact Shen Yun Collections Customer Service for further assistance.

Please allow up to 6 weeks for USPS First Class International Shipping, up to 3 weeks for USPS Priority International Shipping, and up to 1 week for FedEx International Economy. We recommend using USPS Priority International or FedEx shipping.

Note: Please be aware that if you choose USPS First-Class International Shipping, your shipment cannot be tracked once it leaves the United States. We apologize for any inconvenience this may cause. If you are from Europe or Taiwan, we have local distributors you can order from. Please click the globe at the top right corner of this page to select your region. If you are from Vietnam, please contact us to get in touch with our local distributors in Vietnam.

European Union (EU) Value-Added Tax (VAT)
The EU is making changes to its VAT. On July 1, 2021, all orders shipped to the EU will be subject to VAT. Buyers will be required to pay VAT on all purchases upon delivery of goods. At this moment, Shen Yun Collections is not able to collect and remit VAT on purchases shipping to the EU. We apologize for the inconvenience.

Note: We also have a distributor in Europe our customers may order from to save on shipping costs. Please visit them at https://www.shenyunshop-europe.de/

Free Shipping is only valid for orders over $25 and shipping addresses in the United States, excluding Alaska, Hawaii, US Virgin Islands, Puerto Rico, Guam, military and air force bases.

Shipping for orders below $25 and international orders are calculated based on the total weight, the destination country or region, as well as the desired service of shipping.

You may have to pay customs duties and brokerage fees directly to the shipping carrier for international orders. The cost of the duties and brokerage fees will depend on the shipping carrier and the goods purchased.

Please contact Shen Yun Collections customer support and we will try to have the delivery intercepted.

If your package was delivered to the wrong address and you know the recipient, please contact them to have them ship it to you. This could help you receive your package earlier.

If the package is returned to Shen Yun Collections, we will refund your order minus the shipping cost. If you still want your order, please place a new one. We apologize for the inconvenience, but our shipping department is currently only able to process new orders. If you used a discount code, please contact Shen Yun Collections customer support. We will be happy to help you reapply the discount.

Once we ship your order you will receive a Shipment Confirmation email, which will include the tracking number of your package. Depending on the service selected, shipping times may vary.

Domestic shipping within the 48 contiguous states takes 2 to 8 business days from shipping.

- USPS First Class: 2 to 3 business days
- USPS Priority Mail: 2 to 3 business days
- USPS Parcel Select Ground: 2 to 8 business days
- USPS Priority Mail Express: 1 business day
- FedEx Ground: 3 to 4 business days
- FedEx Priority Overnight: 1 business day

International orders can take up to 6 weeks to reach its final destination and if you ship using USPS First Class International, tracking information is not available once it leaves the United States. We recommend using USPS Priority International shipping.

- USPS First Class International: 3 to 6 weeks
- USPS Priority Mail International: 7 to 14 business days
- FedEx International Economy: 5 business days

Please note that sometimes it will take 1-2 days to process your order.

Your satisfaction is our priority. Please carefully check your order upon delivery.

If for any reason you are not satisfied, you may return unused, unwashed, and undamaged products in their original packaging within 30 days of the delivery.

All pre-order items are made-to-order and are not eligible for returns. These include our Zhen Shan Ren Ring Collection, Zhen Shan Ren Timeless Heritage Jewelry Collection, Falun Enamel Pendants, canvas, and giclée prints.

DVDs, CDs, and calendars are non-returnable.

If you seek to exchange an item, please contact us for a return shipping label to be emailed to you. Once we receive your item(s), we will issue you a refund to your original payment method. You can place another order for your desired item or contact us to help you place the order.

If your desired item is no longer available, a refund less any applicable shipping charges for your unwanted item will be made.

Please note that any merchandise that has been used, altered, or damaged will not be accepted. Shen Yun Collections reserves the right to refuse any return of merchandise that does not meet the above requirements.

Shen Yun Collections is not responsible for items lost during shipping and cannot process your return until the item is received.

Domestic Returns

To start a return, please contact Shen Yun Collections Customer Service via our online chat, email us at info@email.shenyuncollections.com, or call us at (800) 208-2384. Please have your order number ready. We will issue you a return shipping label for you to print out. Please use the return shipping label to mail back your items.

International Returns

Please contact Shen Yun Collections Customer Service via email at info@email.shenyuncollections.com to start the return process.

We want all of our customers to enjoy their products.

If you have received a faulty item, please contact us immediately via our online chat, or email us at info@email.shenyuncollections.com, or call us at (800) 208-2384, and we will aim to resolve it.

If you seek a replacement but the item is no longer available, a refund including any applicable shipping and handling charges will be made.

Once your return is received, inspected, and approved, we will issue you a refund to your original payment method. In case your return is rejected, we will notify you by email.

Refunds are estimated to be completed by your service provider within 2-3 business days. For normal returns, shipping charges of the returned item(s) will be deducted from your refund. For faulty item returns, you will receive a full refund.

Shen Yun Collections is not responsible for items lost during shipping and cannot process your refund until the item is received.

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PRODUCT INFORMATION

ORDER INFORMATION

PAYMENT

TRACKING

SHIPPING & DELIVERY

RETURNS, EXCHANGES & REFUNDS