Shipping & Delivery Policy
This page explains how we ship your order, what happens at each delivery stage, how tracking works, and how we handle customs or delivery issues if they occur.
Our goal is simple: stable delivery, clear updates, and knowing exactly who is responsible at every step.
Shipping Methods
We support multiple international shipping methods, including express carriers and tax-included clearance lines. The final route is selected based on destination stability and risk control.
DHL / FedEx / UPS (route availability depends on destination).
Dedicated lines for US/EU and selected regions to improve clearance stability.
Estimated Delivery Time
Delivery time varies by route, local logistics capacity, and customs workload. The ranges below are typical working-day estimates.
| Route Type | Typical Time | Notes |
|---|---|---|
| Express (DHL / FedEx) | ~5–10 business days | Fast transit; exact time depends on destination and carrier capacity. |
| Express (UPS) | ~7–12 business days | May be slightly longer depending on route. |
| Tax-included lines | ~7–15 business days | EU/US lines are optimized for clearance stability. |
| Remote areas | +3–7 days (typical) | Remote delivery depends on local last-mile networks. |
| Customs clearance | ~1–3 business days | In peak periods, clearance may take ~5–7 days. |
Order Processing Timeline
Shipping speed depends on correct preparation. After payment confirmation, orders enter preparation and QC before shipment.
Tracking Updates
Tracking is designed to be transparent and easy to follow. Tracking may take 24–48 hours to activate after the label is created. Update frequency can vary by route.
- Tracking number is provided within 24 hours after shipment.
- Express routes typically update daily; dedicated lines may update every 2–3 days.
- Short tracking gaps during international transit can be normal.
- If tracking has no updates for more than 5 days, we proactively follow up with the carrier.
Packaging, Privacy & Delivery Security
Orders use shock-resistant and pressure-resistant packaging with internal scratch prevention and cushioning. High-value orders receive reinforced packaging.
Outer packaging contains no brand information. Declarations use low-sensitivity descriptions and do not display true brand/value.
For certain countries, signature confirmation may be required. If delivery shows “Delivered” but you did not receive the package, we can request delivery records (including GPS proof where supported).
Customs & Duties
In most cases, our tax-included routes do not require customers to pay additional duties. Customs processing can vary by country and period.
- Most clearance cases do not require customer-provided documents.
- If customs is delayed, we follow up and keep you updated on progress.
- If clearance fails or the package cannot be released, we take full responsibility and offer free reshipment or a full refund.
Split Shipment
Some orders may be split into multiple packages to speed up delivery or when items are prepared from different sources. Split shipments do not add extra fees unless you request additional premium shipping.
- Common reasons: presale + in-stock items, different preparation sources, size/weight constraints.
- Each package has its own tracking number and status updates.
- We notify you proactively if an order is split and explain the reason.
Delivery Exceptions & How We Resolve Them
Exceptions happen in international logistics. We use standardized SOP handling for visibility and fast resolution.
| Issue Type | What it usually means | Our action |
|---|---|---|
| Tracking not updating | Short gaps can occur during international transit; sometimes scans batch-update later. | We monitor and contact the carrier. If no updates exceed ~5 days, we proactively escalate. |
| Customs delay | Local customs workload may slow clearance, especially during peak periods. | We follow up and sync updates. If clearance cannot pass, we provide reshipment or refund. |
| Delivered but not received | Status shows delivered but package is not in your possession. | We request delivery proof and help coordinate resolution (GPS/signature where available). |
| Stuck in transit | Package stays at a transit node longer than usual. | We initiate a carrier inquiry and provide next-step solutions if confirmed abnormal. |
| Lost package | Carrier confirms loss or the shipment becomes unrecoverable. | We take full responsibility: free reshipment or full refund. No complex proof required. |
Responsibility Boundary
We keep responsibility clear so there is no ambiguity when an issue occurs.
Lost packages, clearance failure, seizure, or unrecoverable logistics exceptions are handled with full responsibility: free reshipment or full refund.
Please provide a complete and accurate delivery address in the local language of your country and ensure you are able to receive the package. PO Box addresses are not supported. If an incorrect or incomplete address causes a return, re-shipping fees may apply.