We understand that our customers are the heart of our business. Our goal is to ensure every customer has a positive experience with us. We take great pride in the quality of our products and the level of service we provide. To ensure that your shopping experience with us is seamless, we encourage you to carefully read our Shipping Policy before placing an order. We believe transparency is key to building trust with our customers, and we want to ensure you fully understand our shipping terms.
We strive to provide excellent service, including the security of shipping your packages. We have opted to provide multiple options for shipping your order that provide tracking numbers to ensure that you can monitor your shipment as it travels to your doorstep.
1. ORDER AND SHIPPING CONFIRMATION
After you place an order with us, you will receive an order confirmation email. Once your order has been shipped, you will receive a shipping confirmation email with all the necessary information, including the tracking number, courier partner, and estimated delivery date. Please check your spam folder if you do not receive these emails.
2. SHIPPING METHODS
We offer the following shipping methods for domestic and international orders:
- Standard Shipping: Estimated delivery within 6-10 business days for domestic and international orders.
- Priority Shipping: Estimated delivery within 6-10 business days for domestic and international orders. Your order will be prioritized for shipping first, no need to wait for orders to be processed before yours.
- Insured Shipping (Package Protection): Estimated delivery within 6-10 business days for domestic and international orders. With this option, we will send you a FREE replacement package if your package is lost, stolen, or broken.
Please clarify shipping costs and shipping transit time if you have
2. Processing and Cancellation Time.
Orders are typically processed and shipped within 1-3 business days after payment confirmation. Additionally, please be aware that we ship orders exclusively on business days (Monday through Friday). Any orders placed over the weekend or during public holidays will be processed on the following business day.
It’s important to note that this processing time is separate from the shipping time. Therefore, the processing and shipping times will determine the total time to receive your order.
Please note that once your order is processed for shipping with a tracking number, we cannot cancel it.
You can cancel the order within 12 hours after the order was placed by contacting us via email address.
3. Shipping Costs
Shipping costs are calculated based on the weight of the package, destination, and selected shipping method. The shipping cost will be displayed at checkout before the final payment.
4. Order Tracking
When you place an order with us, we partner with reliable courier companies to ensure your order is delivered on time and in good condition. Once your order has been shipped, we will send you a shipping confirmation email with a tracking link. You can use this link to track the delivery of your package.
Please note that the delivery timeframe in the email is an estimate and may vary depending on your location and courier availability. Also, it is important to remember that tracking information may take 1-4 days to show up on the courier’s website.
While we partner with reliable courier companies to ensure your package’s safe and timely delivery, we cannot guarantee delivery within a specific timeframe. In the event of any shipping delays or issues, We will work with you to resolve the issue as soon as possible. However, We are not liable for shipping delays or issues during delivery.
5. International Shipping
Please be aware that international shipping may take longer than domestic shipping. We are not liable for customs fees, duties, taxes, or lost or stolen packages during international shipping.
However, customs may sometimes hold packages for inspection, causing delivery delays. We advise customers to check with their local customs office to determine if additional fees or inspections may apply to their orders.
If customs holds a package, the customer may be responsible for providing the necessary documentation or information to release the package. We are not responsible for any delays or additional fees incurred due to customs holding a package.
6. SIGNATURES AND PACKAGE DELIVERY
Some of our courier partners may require a signature upon delivery. If this is the case, the courier will not leave the package at your doorstep without obtaining a signature from someone at the delivery address. If no one can sign for the package, the courier may leave it at a nearby location or attempt delivery again later. Please note that we are not responsible for any issues arising from courier decisions to leave packages without a recipient.
If you know that you will not be available to receive the package when it arrives, you may be able to arrange for someone else to sign for it. Alternatively, you can contact the courier company directly to make alternative delivery arrangements. It is important to note that once the package has been delivered and signed for, we are no longer responsible for the package or any issues that may arise.
We cannot guarantee Saturday delivery, even if your shipping is upgraded to express.
7. DAMAGES DUE TO COURIER HANDLING
We take great care to ensure that all our products are of the highest quality and are packed securely to prevent any damage during transit. However, sometimes, packages can be damaged due to the courier company handling them.
If you receive a package that appears to be damaged, we recommend that you take photos of the packaging and contact the courier company as soon as possible to report the issue. Please also send us the same photos; we will do our best to assist.
Please note that any damage caused by courier handling falls outside our refund policy. We perform thorough quality checks on all items before shipping, and all items are packed safely and bubble-wrapped. However, we cannot control how the courier handles the package once it leaves our facilities.
We appreciate your understanding and will do everything we can to help you resolve any issues with damaged packages.
8. INCOMPLETE / INCORRECT ORDERS
There’s no need to worry if you purchase multiple items and your package arrives with missing or incomplete items. For faster shipping, some of your Items may arrive in multiple packages. Don’t be alarmed if you don’t receive all items in one large package at once.
Due to our global customer base, we must construct multiple warehouses to provide them with the best service possible. Depending on inventory and stock, we may ship products separately. In this case, you will receive separate shipping confirmation emails containing the tracking number for each package.
Example: If item 1 and item 2 are available and near your location, we will send them to you in 1 package. If item 1 is available near your location but item 2 is in a warehouse far from you, item 1 will arrive before item 2. We don’t like to keep our dear customers waiting, so we will send each item as soon as it is processed.
If it has been more than 45 days since you placed your order and you have not received all the products you purchased, please contact us with your order number and the details of the missing or incomplete items. We will cover the shipping costs for any missing or incomplete items. If we cannot provide a replacement, we will issue a refund for the missing or incomplete items.
9. ORDER CHANGES AND ACCURATE SHIPPING DETAILS
The customer is responsible for ensuring the shipping details are accurate and complete at checkout. Incomplete or inaccurate shipping details may result in delayed processing or order cancellation. For system-detected address issues, our customer support team will email you to verify your shipping details within 3 business days of placing your order. If we do not receive a response within this time, we reserve the right to cancel your order.
If you notice an error in your shipping details, please email us within 24 hours of placing your order. We will do our best to accommodate any changes, but we cannot guarantee that we will be able to make changes after this time.
10. DELAYED DELIVERY
We understand that receiving your order on time is important to you, and we strive to ship out all orders as quickly as possible. However, please note that in some cases, there may be delays in delivery due to circumstances outside of our control.
For example, courier partners may experience delays or issues during transit, such as severe weather conditions or transportation disruptions. In such cases, we will do our best to work with the courier to ensure your package is delivered as soon as possible.
Additionally, unforeseen circumstances may delay the processing or shipment of your order, such as product availability issues, address verification problems, or payment processing delays. We will notify you as soon as possible if we encounter any issues with your order that may cause a delay.
Please note that we are not liable for delivery delays caused by external factors beyond our control and cannot guarantee the exact delivery date. However, we will always do our best to keep you updated on the status of your order and provide assistance in resolving any issues that may arise.
Please note that orders might get delayed for the following reasons:
- Billing and shipping addresses are not the same.
- The order is pending credit approval and verification.
- A product is currently out of stock.
- An order that requires customisation.
- An order is shipped to a remote country.
- Weather
- Additionally, customs can hold up a package for several days. This rarely happens because we work with reliable couriers, and if it does, it will be handled efficiently.
If you experience any problems with your delivery, please contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages. We will notify you promptly if there are any delays or issues with shipping.
11. LOST OR STOLEN PACKAGES
We understand that losing or stealing a package during the shipping process can be frustrating. However, it is out of our control once we hand over the package to our courier partners. If your package is lost or stolen, please contact us, and we will do our best to assist you.
If your package is lost or stolen, we recommend that you contact the courier company directly to file a claim. Most courier companies have a claims process for lost or stolen packages and may require additional information from you to complete the process. We will also contact the courier company on your behalf to follow up on the claim and provide updates.
Please note that we are not responsible for lost or stolen packages during the shipping process that fall outside our refund policy. However, we will do everything we can to assist you in resolving the issue. But if you want to add insurance to your order, you can choose Insured First Class Shipping in the Checkout section. With insured first-class shipping, we will send you a FREE replacement package if your package is lost, stolen, or broken.
In some cases, your order may take longer to arrive. This is due to shipping conditions that we do not directly control. Please contact us if your order is not delivered within 45 days after shipping.
In some cases, the courier company may be able to locate the package and deliver it to you. However, if the package is not found, we recommend that you file a police report.
12. CANCELLATION AND REFUSAL
We reserve the right to cancel and refuse any order placed on our website. In our sole discretion, we may limit or cancel quantities purchased per person, household, or order. If we change or cancel an order, we will attempt to notify you by contacting the email provided when the order was made. We reserve the right to refuse or cancel any order we suspect is fraudulent, unauthorised, illegal, or violating these Terms of Service.
If we cancel an order at our discretion, which the customer does not request, we will issue a refund on the spot. Refunds may take 30 business days to process, depending on your bank or credit card company. We apologise for any inconvenience this may cause.
Note: We reserve the right to modify or update this Shipping Policy at any time without prior notice. It is the responsibility of the customer to review the most recent version of the Shipping Policy before making a purchase and using our products. By purchasing and continuing to use our products, customers are indicating their acceptance of this Shipping Policy, including any modifications that may be made. We encourage our customers to review this policy periodically to stay informed about any changes or updates that may affect their orders. If you have any questions or concerns about our Shipping Policy, please do not hesitate to contact us.