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Shipping policy
I.Overseas Delivery
Timeframe
The standard delivery timeframe is 7-15 business days after shipment dispatch, which does not include customs clearance time. Customs clearance typically takes 3-7 business days, with the exact duration subject to the actual processing efficiency of the customs authorities at the destination. If the customs require additional inspection for specific product categories, the customs clearance time may be extended accordingly.
II. Delivery Delay
Notification
1. Common Causes of Potential Delays
· Customs-related factors: Missing or non-compliant customs clearance documents (e.g., recipient's identification, product usage statement); products belonging to special categories (e.g., food, cosmetics, electronic products) requiring additional quarantine or filing; prolonged customs clearance due to routine inspections or policy adjustments by customs authorities.
· Logistics-related factors: The delivery address is in a remote area (e.g., mountainous regions, islands) requiring secondary transit; severe weather conditions (e.g., typhoons, blizzards, heavy rains) at the destination affecting transportation; tight logistics capacity during peak periods (e.g., Christmas season, Black Friday, cross-border e-commerce promotions); force majeure events such as local logistics strikes or traffic control.
2. Handling of Delays
· In case of delivery delays caused by the aforementioned reasons, we will assist you in communicating with the carrier promptly and provide updates on the latest logistics progress. However, we shall not be liable for delay-related compensation (e.g., liquidated damages, indirect losses). You may choose one of the following solutions based on your actual needs:
· Continue waiting for delivery, and we will follow up until the parcel is delivered;
· Apply for order cancellation. For cancellation, the incurred shipping fees (including international transportation fees) and customs clearance fees will be deducted, and the remaining amount will be refunded via the original payment method.
III. Exception Handling for Overseas Parcels (Loss, Damage, Wrong Delivery)
1. Handling of Lost Parcels
·Application Requirements: The logistics tracking shows "shipped" but the parcel has not been delivered within 30 business days (for standard delivery) or 15 business days (for expedited delivery), or the status is clearly marked as "parcel lost" or "untraceable".
·Processing Procedure:
1.You need to contact the overseas customer service, provide the order number, tracking number, and logistics tracking screenshot, and apply for "lost parcel verification";
2.We will coordinate with the carrier to verify the lost parcel status (including transportation route, customs records, delivery records, etc.) within 5-7 business days;
3.After confirming the parcel loss, we will provide you with two solutions:
§Option ①: Full refund, including the product cost and all shipping fees you have paid. The refund will be returned via the original payment method within 3-5 business days;
§Option ②: Free re-shipment. We will resend the product of the same specification as the original order, and the delivery timeframe for the new parcel will be recalculated (consistent with the standard delivery timeframe).
2. Handling of Damaged/Wrongly Delivered Parcels
· Application Requirements: Physical damage to the product (e.g., breakage, deformation, functional failure) is found upon receipt of the parcel, or the product model, style, or quantity does not match the order (wrong delivery, missing items).
· Processing Procedure:
1. Within 48 hours from the parcel signing time, you need to prepare the following materials: photos of the parcel's outer packaging (with the tracking number clearly visible), photos of the damaged/wrongly delivered product details (taken from multiple angles to highlight the issue), and the order screenshot;
2. Send the above materials to the overseas customer service email, and note "Order Number + Damage/Wrong Delivery Application" in the email subject;
3.The customer service will review the materials within 5 business days, and provide solutions after verification:
§Option ①: Free re-shipment. We will send a product of the same model and specification, with free shipping for the re-shipped parcel, and the delivery timeframe is consistent with the standard delivery;
§Option ②: Full refund (product cost only). If the damage/wrong delivery is caused by our operational error, the full shipping fee you have paid can be refunded additionally; if the damage is caused by logistics transportation, only the product cost will be refunded, and the shipping fee will not be refunded;
§Option ③: Partial refund. If you choose to keep the product, 50%-80% of the product cost will be refunded based on the extent of the product damage (the specific ratio is subject to the customer service verification result), and the shipping fee will not be refunded.
3. Handling of Returned Parcels
· Return Reasons and Liability Assignment: If the parcel is returned by the destination customs or carrier due to the following reasons attributable to you, the relevant fees shall be borne by you:
1. Incorrect delivery address information (e.g., incomplete street address, wrong postcode, unreachable phone number) or no one available to sign for the parcel, resulting in failed delivery;
2. Your refusal to pay customs-related fees (e.g., customs duties, value-added tax) levied by the destination customs;
3. Failure to provide the required customs clearance documents (e.g., identification, import permit) to the customs or carrier within the specified time (usually 3 business days).
· Follow-up Handling Methods:
1. If you wish to have the returned parcel re-shipped, you need to make up for the round-trip shipping fees (original delivery fee + fee for returning the parcel) and customs clearance fees. After the payment is confirmed, we will arrange for re-shipment;
2. If you choose to abandon the parcel, we will deduct the round-trip shipping fees and customs clearance fees after receiving the returned parcel and inspecting its condition, and refund the remaining amount (product cost - deducted fees). If the remaining amount is insufficient to cover the aforementioned fees, you need to make up for the difference before the order can be finalized.