Frequently Asked Questions

Last updated: August 2, 2026

About Yislai

1. What is Yislai?

Yislai is an online apparel brand operated by Tianmen Yislai Apparel Co., Ltd.

We offer comfortable, practical, and easy-to-style clothing designed for everyday wear and a variety of daily occasions.

2. Who operates Yislai?

Yislai is operated by:

Legal Business Name:
Tianmen Yislai Apparel Co., Ltd.

Registered Address:
No. 1, West Yuefei Avenue
Yonggan Community, Yuekou Town
Tianmen, Hubei, China

3. Where are Yislai products manufactured?

Yislai apparel is produced at our manufacturing facility in Tianmen, Hubei, China.

Manufacturing Facility Address:
3rd and 4th Floors, No. 21
Group 1, Baoanqiao
Yuekou Town, Tianmen
Hubei, China

This facility is used for apparel production and related manufacturing activities. It is not a customer service location, fulfillment warehouse, or customer return address.

4. Are all products sold by Yislai new?

Yes. Products sold through yislai.shop are new unless the applicable product page clearly states otherwise.

5. Where can I find product materials, sizing, and care information?

Available information about materials, sizing, fit, measurements, and care instructions is displayed on the applicable product page.

Please review all product details before placing your order. Contact customer service if you need additional information about a specific product.

Customer Service

6. How can I contact Yislai?

You can contact our customer service team using the following information:

Email:
service@yislai.shop

Phone:
(+1) 213-838-9589

Customer Service Hours:
Monday to Friday
9:00 AM–6:00 PM Pacific Time

We are closed on weekends and official U.S. public holidays. We normally respond to customer inquiries within 1–2 business days.

For assistance with an existing order, please include your order number, full name, and the email address used during checkout.

7. What is Yislai’s U.S. customer service mailing address?

U.S. Customer Service Mailing Address:
2600 W Olive Ave, 5th Floor
Burbank, CA 91505
United States

This address is used for customer correspondence, business communication, and order-related support.

It is not Yislai’s registered business address, manufacturing facility, general return address, fulfillment warehouse, or a location open for in-person customer service.

Please do not send returns to this address unless our customer service team specifically authorizes it in writing.

Shipping and Delivery

8. Where does Yislai currently ship?

Yislai currently sells and delivers products within the contiguous United States.

We do not currently ship to:

• PO boxes

• APO or FPO military addresses

• Puerto Rico

• Guam

• American Samoa

• The U.S. Virgin Islands

• The Northern Mariana Islands

• Other U.S. territories

• Addresses outside the United States

Available delivery locations and shipping options will be verified during checkout.

9. Where are U.S. orders fulfilled and dispatched?

All orders placed by customers in the United States are fulfilled and dispatched through our domestic warehouse network across the United States.

The specific warehouse may vary depending on product availability, inventory allocation, package requirements, and the delivery destination.

Our U.S. customer service mailing address is used for correspondence and order support only. It is not necessarily the location from which an order is dispatched.

10. How much does shipping cost?

Yislai offers the following standard shipping rates for eligible orders within the contiguous United States:

• Orders with a subtotal of $150.00 USD or more qualify for free standard shipping.

• Orders with a subtotal below $150.00 USD are charged a flat standard shipping fee of $5.00 USD.

Free-shipping eligibility is calculated using the order subtotal after applicable discounts and before taxes.

The applicable shipping charge will be clearly displayed during checkout before payment is submitted. Yislai does not add undisclosed shipping or handling fees after an order has been placed.

11. How long does order processing take?

Orders are normally processed within 1–3 business days after payment has been successfully confirmed.

Business days are Monday through Friday, excluding weekends and official U.S. public holidays.

During holiday seasons, promotional periods, inventory verification, payment or address review, or periods of high order volume, processing may take up to 5 business days.

Processing time is separate from delivery time and refers to the time required to verify, prepare, pack, and hand the order to the shipping carrier.

12. How long does delivery take?

After an order has been processed and dispatched, standard delivery normally takes approximately 3–7 business days within the contiguous United States.

Standard shipments may be delivered through major U.S. carriers such as USPS, UPS, or FedEx. The carrier is selected based on the delivery address and package specifications.

Delivery estimates are not guaranteed and may be affected by severe weather, public holidays, seasonal shipping volume, carrier delays, transportation disruptions, address verification issues, or other circumstances outside our reasonable control.

13. Will I receive order confirmation and tracking information?

Yes.

After successfully placing an order, you will normally receive an order confirmation email at the email address provided during checkout.

Once your order has been dispatched, you will receive a shipping confirmation email containing the tracking number and carrier information.

Tracking details may take approximately 24–48 hours to update after the carrier receives and scans the package.

Please check your spam or junk folder if you do not receive an expected confirmation email.

14. Can one order arrive in separate packages?

Yes. An order may occasionally be divided into multiple shipments because of inventory availability, product type, package size, or multi-warehouse fulfillment requirements.

When an order is divided into multiple packages, you may receive separate shipping confirmation emails and tracking numbers.

You will not be charged an additional standard shipping fee solely because your order is divided into multiple shipments. Most packages from the same order arrive within 1–3 business days of each other.

15. Can I change my shipping address?

Contact service@yislai.shop as soon as possible if you need to update your shipping address.

We will make a reasonable effort to assist before the order enters fulfillment, but address changes cannot be guaranteed after processing begins.

Once an order has been processed or dispatched, the shipping address can no longer be changed.

16. What happens if I enter an incorrect or incomplete address?

Customers are responsible for providing a complete, accurate, and deliverable address during checkout.

Please confirm the recipient’s name, street address, apartment or unit number, city, state, ZIP code, telephone number, and email address before submitting the order.

We perform basic address validation before dispatch. If we identify an obvious formatting problem or missing information, we may contact you to confirm the address.

Yislai is not responsible for delays, failed delivery attempts, or returned packages directly caused by inaccurate or incomplete customer-provided information.

Additional shipping or reshipment costs may apply when the issue was caused by customer-provided information. Reshipment fees will not apply when the address error was caused by Yislai’s system or operational mistake.

17. Can I change or cancel an order?

Contact service@yislai.shop as soon as possible if you need to change or cancel an order.

We will make a reasonable effort to accommodate your request before the order enters fulfillment. However, changes and cancellations are not guaranteed once processing has begun.

Once an order has been processed and dispatched, the delivery address cannot be changed and the order cannot be cancelled.

After delivery, eligible products may be handled under our Return & Refund Policy.

18. What should I do if my package is delayed?

Carrier delays may occasionally occur after an order has been dispatched.

Please review the latest tracking information and allow additional time for the carrier to complete delivery.

If your package shows no valid tracking updates for more than 10 business days after dispatch, contact service@yislai.shop and provide:

• Your order number

• Your full name

• The email address used during checkout

• The tracking number

• A brief description of the issue

We will coordinate with the carrier or fulfillment provider to investigate the shipment.

If the package is confirmed lost in transit, you may choose between a free replacement shipment or a full refund of the purchase price and original shipping fees.

19. What should I do if tracking says delivered but I cannot find the package?

Please first check:

• The porch, side door, garage, mailbox area, and other possible delivery locations

• Household members or other residents

• Nearby neighbors

• Building reception or property management

• The building mailroom or parcel lockers

• The local carrier office or service location

If the package still cannot be located, contact us within 5 business days of the marked delivery date and provide your order number and tracking information.

We will normally file an investigation with the carrier within 2 business days after receiving the required information.

If the carrier confirms that the package was lost or misdelivered after the delivery scan, we will provide your choice of a free replacement or a full refund.

20. Will I be charged customs duties or import fees?

No international customs duties or import fees are charged to customers for eligible orders delivered within the United States under our domestic fulfillment program.

Applicable sales tax, where required by law, will be calculated and displayed during checkout.

Payments

21. What payment methods does Yislai accept?

Yislai accepts the payment methods displayed during the official checkout process on yislai.shop.

Commonly supported methods may include:

• Visa

• Mastercard

• American Express

• PayPal

• Accelerated checkout options displayed during checkout

Available payment options may vary depending on your device, browser, location, order value, eligibility, and the payment services currently enabled on our store.

The methods displayed during checkout are the payment options available for your specific order.

Please do not send payment through social media, personal accounts, direct bank transfers, or any payment method that is not offered through the official yislai.shop checkout process.

22. Is my payment information secure?

Payments are processed through Shopify and third-party payment providers made available during checkout.

Payment transactions are processed through PCI DSS-compliant service providers.

Yislai does not directly store your complete credit card number, card security code, or full payment credentials on its own servers.

Never send complete payment-card information through email, telephone, social media, or our website contact form.

23. What currency does Yislai use?

Unless otherwise clearly stated during checkout, all product prices, discounts, shipping charges, taxes, refunds, and order totals are displayed and processed in United States dollars.

If your payment account uses another currency, your bank, card issuer, or payment provider may apply its own exchange rate, currency-conversion fee, or foreign-transaction fee.

These fees are not collected by Yislai.

24. When will I be charged?

When you submit an order, you authorize the applicable payment provider to process the order total or place an authorization hold on your payment method.

Depending on the payment provider, the transaction may initially appear as pending before the charge is finalized.

Submitting payment does not automatically guarantee that the order has been accepted. Orders remain subject to payment verification, fraud screening, inventory confirmation, address review, and fulfillment review.

25. What should I do if my payment is declined?

First check that your payment information and billing address were entered correctly.

A payment may be declined because of:

• Incorrect payment details

• An incorrect billing address

• Insufficient funds

• An expired payment method

• A transaction limit

• A bank or card security restriction

• A temporary technical problem

If the issue continues, contact your bank, card issuer, or payment provider.

Yislai does not control payment approval or rejection decisions made by financial institutions or third-party payment providers.

26. Why do I see a pending payment authorization?

A pending transaction may appear even when an order has not been completed.

In many cases, this is a temporary authorization hold rather than a completed charge.

If the order is cancelled or payment is not completed, the authorization is normally released according to your bank or payment provider’s processing schedule. Yislai cannot control how quickly a financial institution removes a pending authorization.

27. What should I do if I believe I was charged twice?

First confirm whether one of the transactions is marked as pending and whether more than one order was submitted.

If the issue remains unresolved, contact service@yislai.shop and include:

• Your full name

• Your order number

• The email address used during checkout

• The transaction date

• The transaction amount

• A screenshot with all sensitive payment details concealed

Do not send your complete card number or card security code.

Returns, Refunds, and Exchanges

28. What is Yislai’s return window?

Eligible return requests must be submitted within 30 calendar days after delivery.

To qualify for a return, the item must generally:

• Be unused, unworn, unwashed, and unaltered

• Be in its original resellable condition

• Include the original packaging, tags, labels, parts, and accessories, where applicable

• Have valid proof of purchase or a corresponding Yislai order number

• Not be marked final sale, clearance and non-returnable, customized, personalized, or otherwise non-returnable

Items returned without prior authorization may not be accepted or processed.

29. How do I request a return?

Contact service@yislai.shop before sending any item back.

Please provide:

• Your order number

• Your full name

• The email address used during checkout

• The reason for the return

• Clear photos or videos if the item is damaged, defective, incorrect, or incomplete

We normally review return requests and provide return authorization or a denial explanation within 1–2 business days.

Approved requests will include detailed return instructions and the applicable return address.

30. Where should I send my return?

Approved returns for U.S. orders are processed through domestic return centers located within the United States.

The exact return address will be provided in your return authorization email based on your location and product type.

Do not send a return to Yislai’s U.S. customer service mailing address, registered business address, manufacturing facility, or another address displayed on the website unless customer service specifically authorizes that address in writing.

Unauthorized returns may not be accepted or processed.

31. Who pays for return shipping?

For customer-initiated returns caused by preference or another non-defective reason, the customer is responsible for the return shipping cost.

Customer-related reasons may include:

• Selecting the wrong size

• Changing your mind

• No longer wanting the item

• Preferring another color or style

Upon request, we may provide a prepaid return label. The cost of that label will be deducted from the final refund amount.

When a return is caused by an error on our part, such as a damaged, defective, incorrect, incomplete, or materially different item, Yislai will cover the applicable return shipping cost after reviewing and verifying the issue.

32. Are original shipping charges refundable?

Original shipping charges are generally non-refundable for returns caused by customer preference or another customer-related reason.

Original shipping charges may be refunded when the return is caused by an error on our part or when otherwise required by applicable law.

33. Does Yislai charge a restocking fee?

No. Yislai does not charge a restocking fee for approved returns.

However, return shipping costs may still apply depending on the reason for the return.

A partial refund may also apply when a returned item shows signs of use, wear, washing, alteration, customer-caused damage, missing packaging, missing tags, missing accessories, or another reduction in value.

Where permitted by applicable law, items returned without original tags, packaging, or accessories may be subject to a deduction of up to 20% of the item’s purchase price.

Any applicable deduction will be explained before the adjusted refund is processed.

34. How long does return inspection take?

Once an approved return is delivered to the designated return facility, it is normally inspected within 3–5 business days.

The inspection verifies that the returned item matches the authorized request, is in the stated condition, includes the applicable packaging and accessories, and meets the return eligibility requirements.

We will notify you by email after the inspection has been completed.

35. How long does a refund take?

Once the return has been inspected and approved, Yislai will initiate the refund to the original payment method within 1–2 business days.

After the refund has been issued, please allow approximately 5–10 business days for the amount to appear in your account.

The exact posting time depends on your bank, card issuer, or payment provider.

36. Can a refund be sent to a different payment method?

Refunds are normally issued only to the original payment method used for the order.

We do not normally issue refunds to a different card, bank account, payment account, person, or payment method.

37. Can I exchange an item?

Yislai accepts exchanges for eligible, unworn items requested within 30 days after delivery, subject to product and variant availability.

Contact service@yislai.shop before sending an item for exchange.

For customer-requested exchanges involving a different size, color, or style:

• The customer is responsible for return shipping costs.

• Any price difference for the replacement item must be paid before it is dispatched.

• Original shipping fees are non-refundable.

For exchanges caused by a damaged, defective, or incorrect item sent by Yislai, we will cover the applicable return and reshipping costs.

Exchange requests are normally processed within 3–5 business days after the returned item is received and inspected.

If the requested replacement is unavailable, we may recommend returning the item for a refund and placing a new order.

38. What should I do if I receive a damaged, defective, incorrect, or incomplete item?

Please inspect your package and the products inside within 48 hours after delivery.

Contact service@yislai.shop as soon as reasonably possible, and no later than 7 calendar days after delivery.

Please provide:

• Your order number

• Your full name

• The email address used during checkout

• A description of the issue

• Clear photos or videos of the affected item

• Photos of the outer package and shipping label, where relevant

After reviewing and verifying the issue, we may provide a replacement, exchange, full or partial refund, prepaid return label, reimbursement of reasonable return shipping costs, or another appropriate solution.

39. Which products are non-returnable?

The following products are generally not eligible for return unless they arrive damaged, defective, incorrect, or must otherwise be accepted under applicable law:

• Items marked as final sale

• Clearance items specifically identified as non-returnable

• Customized or personalized products

• Items that have been worn, washed, used, altered, or damaged after delivery

• Items returned without prior authorization

• Items missing applicable packaging, tags, labels, parts, or accessories

• Products identified as non-returnable on the applicable product page

• Gift cards or digital products, if offered in the future

Any applicable return restriction should be clearly stated on the product page before purchase.

Product Information and Privacy

40. How do I choose the correct size?

Please review the size chart, measurements, and fit information displayed on the applicable product page before placing your order.

Product measurements may vary slightly because of garment design, production differences, and manual measurement methods.

If you are between sizes or need help selecting a size, contact service@yislai.shop before ordering.

41. Will product colors look exactly the same as the photographs?

We make reasonable efforts to display product colors accurately.

However, colors may appear slightly different because of photography, lighting, screen settings, display calibration, fabric dye variations, or reasonable production differences.

42. How does Yislai use my personal information?

Yislai may use personal information to:

• Process and verify payments

• Confirm and fulfill orders

• Arrange delivery and provide tracking

• Handle returns, refunds, and exchanges

• Provide customer service

• Prevent fraud and unauthorized transactions

• Operate, secure, and improve the website

• Measure website and advertising performance

• Comply with legal, tax, accounting, and recordkeeping obligations

Yislai does not sell personal information in exchange for money.

However, certain advertising and analytics activities involving services such as Google Analytics and Google Ads may be considered a sale, sharing, or targeted advertising under some U.S. state privacy laws.

Eligible customers may exercise applicable privacy rights by using the privacy choices available on the website or contacting service@yislai.shop.

Further information is available in our Privacy Policy.

43. Can I unsubscribe from marketing emails?

Yes.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in the email or by contacting service@yislai.shop.

Unsubscribing from marketing communications will not prevent us from sending necessary transactional messages, such as order confirmations, payment notices, shipping updates, tracking information, refund updates, account-security notices, or responses to customer service requests.

44. Where can I find Yislai’s store policies?

Yislai’s store policies and business information can be accessed through the links in the website footer.

These pages include:

• Shipping Policy

• Return & Refund Policy

• Privacy Policy

• Terms of Service

• Payment Policy

• Contact Us

• About Us

• Frequently Asked Questions

Please review the applicable product information and store policies before completing your purchase.