How can we help?

How do I place an order?

Browse products, tap Add to Cart, review your cart, then proceed to checkout. Fill in your name, WhatsApp number, and email address. Our support team will reach out to confirm your order shortly after.

How do I track my order?

Once your order is confirmed and dispatched, you will receive tracking updates via WhatsApp or email. You can also view your order status anytime under Account > Orders in the app.

How long does delivery take?

Cross-border shipments from China to Nepal typically take 7–21 business days depending on the shipping method selected at checkout and customs clearance timelines. You will be kept informed at every stage.

Can I cancel or modify my order?

Orders can be cancelled or modified before they are dispatched from our fulfillment center in China. Please contact us immediately at contact@mymyduo.com or via WhatsApp at +977-9813477757 if you need to make changes.

What payment methods are accepted?

We accept eSewa, Khalti, international credit/debit cards, and bank transfers. All payment details are processed through secure, certified gateways. We never store raw card numbers on our servers.

Why was my payment declined?

Payments can fail due to insufficient balance, bank restrictions on international transactions, or network issues. Please verify your payment details and try again, or contact your bank to allow cross-border transactions. Reach us at contact@mymyduo.com if the issue persists.

How do I get a refund?

Refunds are processed to the original payment method within 7–14 business days after the return is verified. To initiate a refund, contact our support team with your order number and reason for the return.

How do I create an account?

You can sign up using your email address or continue with Google. Tap Sign In on the app home screen and follow the prompts.

I forgot my password. How do I reset it?

On the sign-in screen, tap Forgot Password and enter your registered email address. You will receive a reset link within a few minutes. Check your spam folder if you do not see it.

How do I delete my account?

You can permanently delete your account directly within the app: go to Account > Profile > Delete Account. Upon confirmation, your account and personal data will be removed within 14 days. Records required by law for tax and customs compliance may be retained for up to 7 years per applicable regulations.

How do I update my delivery address?

Go to Account > Profile and update your shipping address. Make sure your address is accurate before placing an order, as incorrect addresses may cause delivery delays or customs issues.

The app is not loading or crashing. What should I do?

Try closing and reopening the app, then check that your internet connection is stable. If the issue continues, uninstall and reinstall the latest version from the App Store or Google Play. Contact us if the problem persists.

How do I enable push notifications?

When you first open the app, you will be prompted to allow notifications. You can also enable them later from your device Settings > Notifications > MymyDuo. Notifications keep you updated on order confirmations, shipping updates, and promotions.