Purchase Notes

Purchase Notice

Please record the unboxing process in full video
To protect the rights of both parties, please ensure you record the entire unboxing process to confirm whether any items are missing.

For wrong shipments, out-of-stock items, or defective products, please provide a complete video recording as evidence. (A complete video recording means starting from the unopened delivery box in its intact state.)

The video must clearly show the unopened package status, unboxing process, the product itself, and item details.

Please provide the original, clear unboxing video file. Videos that are sped up or obviously edited will not be accepted.

Order Instructions

Contact Methods (Two options):

(Recommended) Leave a message on your order page. Path: After logging in, go to ‘My Account’ on the top right corner of the official website → ‘Orders’ → select your order number with questions → click ‘View’ → scroll down to the ‘Seller and Customer Order Communication’ chat box and type your inquiry.
(Secondary) Click ‘Contact Us’ on the top right corner of any page on the official website.

We do not provide order combining, splitting, or modifications. Please place a new order to change items. To cancel an order, contact customer service with your order number.
Do not leave notes in the order remarks, as these are not displayed in real-time and your request will not be processed.
Overseas orders cannot change shipping address or recipient info after order completion due to complicated delivery procedures. If you find an error before shipment, please contact customer service immediately.
If the address, phone number, or recipient info is incorrect after shipment and delivery fails, return shipping costs will be borne by the buyer.
No designated shipping or delivery times are offered.
For order issues, please message in ‘Order Communication’ or ‘Contact Us’ on the homepage. Do not leave messages in order remarks.
Please carefully read the Pre-order Notice before purchasing pre-order items.
Pre-orders cannot be canceled, refunded, or exchanged for personal reasons. See Pre-order Notice for details.
Use of store credit: For a single order amount of at least NT$1000, there is no limit on store credit usage. Orders below NT$1000 cannot apply store credit. Selected items and albums are excluded from store credit promotions.
Overseas packaging will be chosen based on product nature. By purchasing, you agree not to request returns or refunds due to additional shipping costs caused by packaging.

Taiwan Orders

Please provide your full Chinese name to facilitate convenience store pickup verification.
7-11 pickup without payment: Pick-up person must present valid ID matching the pick-up name and sign on the receipt before collecting the item.
Items for 7-11 pickup must not exceed 5kg; if over, SF Express delivery will be used, with shipping costs borne by the buyer. Please carefully assess the size before purchase.
Delivery to 7-11 stores takes 3-7 working days after shipment. Please watch for arrival SMS notification. (If not received, check telecom settings for advertisement SMS.)
Taiwan customers can track packages here:
https://eservice.7-11.com.tw/E-Tracking/search.aspx
Please pick up within the specified time. If you fail to pick up for personal reasons causing return shipping fees, you must pay NT$130 return shipping fee to:
Cathay United Bank (013)
Account: 015-03-500631-9
Account Name: 原音兄弟股份有限公司
Branch: Xinyi Branch
Note: This account is for return shipping fees only. Do not transfer payment for purchases to this account!

Overseas Orders

We use SF Express for reliable shipping with tracking numbers.
Overseas shipping fees are based on weight or volumetric weight (whichever is greater). Please pay attention when purchasing bulky items.
Overseas packaging is chosen based on product nature. By purchasing, you agree not to request returns or refunds due to additional shipping fees caused by packaging.
Shipping fees are collected by SF Express upon delivery. Refusal due to shipping fees (not product defects) will not be refunded.
Please fill in accurate recipient info. Incorrect info causing delivery failure and return will result in order cancellation.
If multiple delivery attempts fail and customer service cannot reach the recipient, some couriers may not return the package, and no refunds will be given.
Delivery time is about 2-7 days for regions including Hong Kong, Macau, China, Singapore, Malaysia, Thailand, Japan, USA, Canada, Australia, UK, France, Germany, Netherlands; other countries may vary.
Overseas shipping fee payment is COD by SF Express, including customs duties.
Overseas orders cannot be combined for shipping.
No free shipping promotions for overseas orders.
Please provide your full name in both Chinese and English for delivery verification.
Customs duties and additional fees in the destination country must be paid by the recipient.
Prices and shipping fees are in Taiwan Dollars (TWD).
No refunds if packages cannot be delivered for over 7 days due to incorrect recipient info.
No order changes after completion; contact us immediately if there is an error.
Cancelled orders after shipment will deduct round-trip shipping and related fees before refunding the balance.
Due to high international shipping costs and complexity, no overseas returns or exchanges are accepted. Local taxes are borne by the consumer; please confirm carefully before ordering.
Additional fuel surcharges apply monthly (approx. NT$30/kg).
SF Express requires extra purchase proof for shipments to Mainland China customs clearance; please check SF Express Taiwan website for details.
Overseas order weight limit is 20kg.
Overseas shipments are complex and costly; returns/exchanges are not accepted for personal reasons or minor defects. Please consider carefully before purchase.
Overseas customers can track packages by registering with SF Express and logging in with their phone number here:
https://www.sf-express.com/tw/tc/dynamic_function/waybill/

Returns & Exchanges

Due to mass production, slight scratches, minor defects, small ink spots, and ink dispersion may occur. Customers seeking perfect customized products should consider carefully before ordering to avoid disputes.
To exchange defective cards or prints:
Tear or cut the defective card in half, take a photo of the damaged card, the unboxing video (email to reasonbrothers.preview2022@gmail.com), photo of the delivery note, and your contact info; upload all to the order communication message area. The replacement will be sent by registered mail with a tracking number provided.
If returns/exchanges are due to our mistakes (wrong product or defects), return and reshipping fees will be borne by us.
Pre-order products are non-refundable and non-cancellable (see Pre-order Notice).
Returns due to personal reasons (size/color/odor/threads) refund only product amount; shipping fees are non-refundable.
Refunds will deduct original shipping fees if order total falls below free shipping threshold after return.
Acceptable returns/exchanges: wrong product, shipping damage, defects within 7 days of receipt.
Non-acceptable returns: after 7 days, opened/used items, damage caused by customers (stains, wear, scratches, tears); minor packaging creases that do not affect product quality.
7-day period starts the day after receipt (e.g., received 1/1, request must be made 1/2–1/8). Requests after 1/8 are overdue.
If conditions above are not met, returns/exchanges cannot be processed.

Refund Process

Credit card refunds: processed by the end of the month after receipt of goods; actual posting date depends on your bank.
Bank transfer refunds: 14–21 days after package inspection.

Defect Definition

The following are not considered defects: measurement errors within 1–3 cm, tiny stains, minor loose threads, slight unravelling, uncut buttonholes or slightly loose buttons, new product dye smell, color changes after washing, slight color differences between batches, and damage caused by user.
Product defects include large-scale damage or stains, missing decorations, or severe shape distortion affecting use.
If unsure whether a defect exists, please clearly film the suspected flaw and notify customer service the day you receive the product.

Payment

Convenience store code payment (must bring code to store for payment) — payment deadline 2 days
ATM virtual code payment (use code at ATM or online banking), blue payment gateway will appear, choose bank, and a payment account number will be generated; email confirmation sent.
Credit card payment (Visa, MasterCard, JCB supported)

Shipping Methods

7-11 Pickup without payment (B2C)
SF Express (freight collect)
SF Taiwan home delivery (contact customer service for large orders)