FAQs


Account Management

WHAT IF I FORGET MY LOGIN PASSWORD?
Click on “Forgot Password” at the Sign in page, and fill in your registered email then we’ll email you a link to easily reset your password.

ORDER & PAYMENT

HOW CAN I PAY FOR MY ONLINE PURCHASE?
You can pay by VISA, MASTERCARD or PAYPAL.

WHO DO I CONTACT IF I’M HAVING TROUBLE ORDERING ONLINE?
Please feel free to chat or email us at support@sunlify.com

CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?
It all depends on how quickly after placing an order you will let us know. If your item has already been dispatched from our warehouse, we are unable to make any changes and you will receive your item. Please write us an email at support@sunlify.com and we will do our best to help you.

WHERE IS MY ORDER CONFIRMATION?
As soon as your order is approved, you will receive an email confirmation to the email address you entered on your order. If for some reason you did not receive an email, please check your spam folder and add support@sunlify.com to your safe sender list. You can also check your order status by signing into your Motif account on our app and website.

WHY IS MY ORDER DETAIL SHOWING “PAYMENT ERROR”?
If you cancelled the payment process anytime during the checkout process, the incomplete order will be temporarily labeled “Payment Error”. Do not worry, simply click “Check Out” on the order detail page again, and you will be able to pay for your items and complete the order. You can view your order history and choose to complete any incomplete order by signing into your Motif profile, and click on “Orders” page.

WHY WAS MY ORDER CANCELLED?
Our system is currently setup in a way that each attempted checkout is viewed as a separate order. If you cancelled the payment process during the checkout process, your incomplete order will be moved to your “Orders” page within your Motif profile, along with all the items that you were trying to order, and any applied promo codes. You can view your order history and choose to complete any cancelled order there. Your order can also be cancelled if your payment is declined by your bank, credit card company, PayPal, or Apple Pay. If you wish to place the order again, simply place the order again through by signing in to your Motif profile, click “Orders”, and select the order you wish to process. In rare cases, the item you ordered may have became out of stock and is no longer available. If an item in your order does become unavailable, you will be contacted within 24 to 48 hours regarding the cancellation. If your order contains additional items, these items will still be shipped to you and only the unavailable item will be removed from your order.

WHY WAS MY PAYMENT DECLINED?
Most payments are declined due to billing information entered not matching the address your bank has on file. Please be sure to check that your payment details match what your bank has on file, and if that still does not work, please send us an email at support@sunlify.com and we will try our best to help.

SHIPPING AND RETURNS

WHEN WILL YOU SHIP MY ITEMS?
All items are subject to a handling period before they are dispatched. Majority of orders leave the warehouse within 3-5 business days. We will notify by email when your items have been shipped.

WHEN WILL I RECEIVE MY ITEMS?
Please allow up to 6 weeks delivery time for our retail and giveaway items, as they may be shipping from other countries.

HOW LONG IS THE DELIVERY?
Once your parcel has left our HQ, it will arrive to you in approximately 2-5 weeks after the confirmation of the order. Delivery will take an extra day depending on your location or country.

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcel has left our warehouse it becomes property of your country's main carrier. SunLify is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at support@sunlify.com

WHERE ARE MY ITMES COMING FROM?
Although our fulfillment house is located in China, some of our specialty items are located in other countries such as Australia, New Zealand, United Kingdom and US.

HOW DO I TRACK MY ORDER?
We will send one order confirmation email to you after you complete your purchase. When your package is shipped, you will get a shipping confirmation email from us with the tracking information.You can also track your order through the "Order Tracking" page on our app and website, via the order number we sent you in the mail.
Please note that for Registered Airmail, their tracking system can sometimes be slow to update, and you may not see your order appear for a few days.

WHY I CANNOT FIND ANY INFORMATION WHEN I AM CHECKING THE SHIPMENT STATUS OF MY ORDERS?
First of all, we are afraid that it will generally take 48 hours before you can see the updated shipment status information after you receive the shipment notification email. Please come back to the site to check the updated status later.
If you cannot find any update info after 48 hours, please help to refresh the page and then re-enter the tracking number of the package to double check because the issue might be caused by slow network speed. If unfortunately you still can’t find the updated info, please email to our customer service (support@sunlify.com) for help and we are more than happy to help you out.

HOW DO I RETURN THE ITEM?
To return your ordered item, please send us an email at support@sunlify.com and provide us more information about your order and reason for return. We will review your request and either ask for the item to be shipped to us and/or provide a refund to you.
Please note that your item must be unused and in the same condition that you received it to be eligible for a refund.

HOW LONG DO I HAVE TO RETURN AN ITEM?
We offer a refund for items that are full price and returned to us within 30 days after you have received your order.

WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you specified combined shipping. Please keep this in mind when receiving deliveries.
If you have any other questions, please contact us immediately via email at: support@sunlify.com

CUSTOMER CARE

WHAT IF MY ITEM IS FAULTY?
We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the return process. Contact us at support@sunlify.com

NEED ANY FURTHER HELP?
Our goal is to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first SunLify box.

For more question and suggestion please email us at support@sunlify.com