SHIPPING & DELIVERY
Shipping & Delivery Policy
This page explains shipping methods, processing steps, delivery timelines, tracking updates, and exception handling.
Shipping Methods
- DHL, FedEx, UPS for international express delivery.
- Tax-inclusive special lines for selected countries.
- Available routes vary by destination and availability.
DHL
FedEx
UPS
Tax-inclusive lines
Estimated Delivery Time
- Express: 5–10 business days.
- Special lines: 7–15 business days.
- Remote areas: additional 3–7 days.
- Customs: usually 1–3 days; peak 5–7 days.
Order Processing Time +
- Preparation: 1–2 business days after payment.
- QC inspection: 1–3 business days.
- Dispatch: within 24 hours after QC confirmation.
Tracking Information +
- Tracking number issued within 24–48 hours after dispatch.
- Express routes update daily.
- Special lines update every 2–3 days.
- If no update for over 5 days, support will follow up.
Customs & Clearance +
- Tax-inclusive special lines apply where available.
- Customers usually do not need to participate.
- If clearance fails, options include reshipment or refund.
Package Safety & Packaging +
- Multi-layer shock and pressure protection.
- Reinforced packaging for higher-value orders.
- Discreet outer packaging without brand information.
- Some destinations support signature or GPS records.
Split Shipments +
- May occur for pre-orders or multi-warehouse orders.
- Each package has a separate tracking number.
- No extra fees for standard split shipments.
Delivery Exceptions Handling +
- Applies to delays, no updates, customs exceptions, and failed delivery.
- Cases are reviewed with carrier involvement as needed.
Lost or Seized Packages +
- If confirmed lost, seized, or undeliverable: full responsibility applies.
- Customers can choose free reshipment or a full refund.
- Decision typically within 48–72 hours after confirmation.
Address Requirements +
- Provide a complete and accurate street address.
- PO Box addresses are not supported.
- A valid phone number is required.
- Incorrect info may cause delays or returns.
Peak Season Notice +
- Peak periods may slow delivery and updates.
- Routes or shipping methods may be adjusted to reduce delays.
Transparency Commitment +
- Shipping status and exceptions remain visible and traceable.
- Outcomes are communicated clearly.