Frequently Asked Questions

Check most frequently asked questions here

Pre Orders

Orders & Payment

Pre Orders

Will I be charged immediately for my pre-order?

Yes, your payment method will be charged when you complete your order. This helps us plan production and ensure we can meet demand.

What is your cancellation policy for pre-orders?

We offer a flexible cancellation policy. You can cancel your pre-order at any time before the item ships. If you paid a deposit or the full amount, you will receive a full refund upon cancellation.

What is a pre-order and how does it work?

A pre-order is your exclusive opportunity to secure our upcoming product before the official launch,at a special early-bird price.By placing your order now, you're not just reserving your unit—you're locking in the best possible deal. We'll charge your payment method upfront to guarantee your reservation. Once the product is ready, we'll ship it directly to you and send a tracking notification. It's the smartest way to ensure you're among the first to experience innovation while saving money.

What happens if the product is delayed?

If unexpected delays occur, we'll notify you immediately via email with updated timelines. You'll have the option to receive a full refund or keep your reservation for the new shipment date.

Can I combine my pre-order with other in-stock items?

Yes, you can. However, please be aware that your order will be split into separate shipments. Here is how it works:

Any in-stock items will be shipped to you first, per our standard processing time.
Your pre-order item will be shipped separately as soon as it becomes available.
For the fastest delivery of in-stock products, we recommend placing two separate orders.

How do I know my pre-order was successfully placed?

A: You'll receive an order confirmation email immediately after checkout. If you don't see it, please check your spam folder or contact support@yourstore.com.

When will my pre-order ship?

For the most accurate shipping timeline, please refer to the "Shipping" section on the specific product page. This date reflects our current production and fulfillment schedule. You will also receive a confirmation email with the estimated shipping date after you order.

Are pre-ordered items guaranteed?

Pre-orders are subject to inventory availability. In the rare event we cannot fulfill your order, we'll notify you promptly and issue a full refund.

Is the pricing different for pre-orders?

Pre-orders enjoy exclusive early-bird pricing - typically 30% off the future retail price. This special rate is only available during the pre-order period.

Orders & Payment

Will multiple items in one order be shipped separately?

Yes, in some cases. If the items in your order are stored in different warehouses or have different processing times (e.g., custom-made furniture vs. in-stock items), we may ship them separately to ensure you receive each item as soon as possible. Don’t worry—you will receive a separate shipping confirmation email with a unique tracking number for each shipment. All items will be delivered within the estimated time frame stated in your order confirmation, and there will be no additional shipping fees for split shipments.

How do I place an order on your website?

Placing an order is simple! Just follow these steps: ① Browse our website and add your favorite products to the shopping cart by clicking "Add to Cart"; ② Click the "Cart" icon at the top right corner of the page to review your selected items, adjust quantities or remove products if needed; ③ Click "Check Out" and fill in your accurate shipping information (including name, address, phone number, email); ④ Select your preferred shipping method and payment method; ⑤ Verify all order details carefully, then click "Place Order" and complete the payment according to the prompts.

Can I modify or cancel my order after placing it?

We process orders quickly to ensure timely delivery, so modifications or cancellations are only possible before item shipped If you need to adjust or cancel your order, please contact our customer service team immediately via email (hello@colamylab.com) or the live chat function on the website. Please provide your order number and registered email address to help us confirm your information quickly. Once the order has been processed, packaged, or shipped, we will not be able to modify or cancel it. We recommend you carefully check the order details (product model, size, color, shipping address, etc.) before placing the order to avoid unnecessary troubles.

How can I check my order status?

You can check your order status easily: ① Log in to your COLAMY account, go to the "My Orders" section, where you can view the real-time status of all your orders (e.g., pending payment, processing, shipped, delivered). We will also send you email notifications whenever your order status changes (e.g., order confirmation, shipping notice with tracking number).

What should I do if I receive an incorrect or missing item?

We sincerely apologize for any inconvenience caused! Please contact our customer service team within 7 days of receiving your order, providing your order number, clear photos of the received items (including the packaging box and shipping label), and a detailed description of the issue (e.g., wrong product model, missing parts). Our team will verify the information within 24-48 hours and arrange for a free reshipment, return, or refund according to your needs. We will bear all additional costs incurred due to our mistake.

Will I be charged immediately for my pre-order?

Yes, your payment method will be charged when you complete your order. This helps us plan production and ensure we can meet demand.

What is your cancellation policy for pre-orders?

We offer a flexible cancellation policy. You can cancel your pre-order at any time before the item ships. If you paid a deposit or the full amount, you will receive a full refund upon cancellation.

What is a pre-order and how does it work?

What happens if the product is delayed?

If unexpected delays occur, we'll notify you immediately via email with updated timelines. You'll have the option to receive a full refund or keep your reservation for the new shipment date.

Can I combine my pre-order with other in-stock items?

Yes, you can. However, please be aware that your order will be split into separate shipments. Here is how it works:

Any in-stock items will be shipped to you first, per our standard processing time.
Your pre-order item will be shipped separately as soon as it becomes available.
For the fastest delivery of in-stock products, we recommend placing two separate orders.

How do I know my pre-order was successfully placed?

A: You'll receive an order confirmation email immediately after checkout. If you don't see it, please check your spam folder or contact support@yourstore.com.

When will my pre-order ship?

Are pre-ordered items guaranteed?

Pre-orders are subject to inventory availability. In the rare event we cannot fulfill your order, we'll notify you promptly and issue a full refund.

Is the pricing different for pre-orders?

Pre-orders enjoy exclusive early-bird pricing - typically 30% off the future retail price. This special rate is only available during the pre-order period.

Will multiple items in one order be shipped separately?

How do I place an order on your website?

Can I modify or cancel my order after placing it?

How can I check my order status?

What should I do if I receive an incorrect or missing item?

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