Shipping Policy
1. Order Processing and Shipping Rules
1.1 Standard Processing Time: We will complete order verification, inventory confirmation, and information verification within 48 hours of receiving your order. Under normal circumstances, after order approval, shipment will be arranged within 1-3 business days. Actual delivery time depends on the carrier's shipping schedule and is not included in the estimated delivery time. Our order processing is only conducted Monday to Friday (excluding public holidays). Orders placed during public holidays will be processed on the next business day.
1.2 Out-of-Stock Handling: If the item you ordered is temporarily out of stock, we will notify you immediately via your registered email or SMS, informing you of the estimated restocking time. After receiving the notification, you can choose to wait for the item to be restocked, modify the item specifications (if applicable), or cancel the order. Cancellation of out-of-stock orders will result in a full refund to your original payment account, with no handling fees.
1.3 Split Shipping: If your order contains multiple items, with some items out of stock and others in stock, you can choose one of two shipping methods: First, wait for all items to arrive before shipping them together; second, request that the in-stock items be shipped separately, and the out-of-stock items be shipped separately after being restocked. Split shipping will not incur any additional shipping fees, and each split package will generate an independent tracking code and notify you promptly.
2. Shipping Methods and Delivery Time
2.1 Partner Carriers: To ensure the safe and timely delivery of general merchandise (including household goods, kitchenware, tableware, small appliances, etc.), we have established long-term partnerships with several well-known logistics carriers, including but not limited to FedEx, DHL, and others. The system will automatically match the optimal carrier and shipping plan based on your delivery address, package size, weight, and product attributes (such as whether it is fragile or large).
2.2 Estimated Delivery Time: Delivery time is calculated from the actual shipment date, excluding weekends and public holidays. The estimated delivery time is 5-15 business days, subject to adjustment based on the logistics environment of the destination country/region. Delivery time to some remote cross-border areas may be extended to 20 business days, subject to actual logistics tracking information.
2.3 Special Notes: Delivery time guarantee does not apply to delays caused by unforeseen circumstances beyond the carrier's control, such as severe weather, natural disasters, or public health events. We will do our best to assist you in tracking the logistics progress.
3. International Orders and Customs Duties/Clearance Instructions
3.1 Customs Duties and Related Fees: You need to understand the relevant regulations of the destination country/region regarding customs clearance, brokerage fees, customs duties, taxes, and import restrictions in advance. All of the above fees are borne by the recipient. If you refuse to sign for the order due to excessively high customs duties, brokerage fees, or taxes levied by the destination country/region, all resulting costs (including but not limited to round-trip shipping costs, customs clearance fees, warehousing fees, etc.) will be borne by you.
3.2 Customs Clearance Process: We assist with customs clearance for international orders; you do not need to take any additional steps. However, if customs requires supplementary supporting documents, our customer service will contact you promptly and guide you through the submission process. Customs clearance or regulatory review may cause delays in international order shipping; in such cases, shipping fees already collected will not be refunded.
4. Order Tracking Methods
4.1 Tracking Information Push: After your order is shipped, the system will automatically generate a tracking code and send a tracking notification to your registered email address, including the carrier's name and instructions for use, allowing you to monitor your package's shipping status in real time.
4.2 Assistance with Inquiries: If you encounter any problems tracking your order or do not receive tracking information, you can contact our customer service team at any time, and we will assist you in verifying the logistics situation.
5. Handling Lost or Damaged Packages
5.1 Damage Handling: We only cooperate with reputable carriers and use multi-layer shockproof reinforcement packaging for general merchandise (especially fragile items), but damage during transportation may still occur. Before signing for your package, please carefully check the outer packaging and the contents for damage:
- If damage is found: Please note the damage on the delivery receipt, take clear photos of the outer packaging, damaged goods, and missing accessories, refuse to sign for the package, and contact us immediately. We will assist you in submitting a damage claim to the carrier.
- If already signed for: Once you sign the delivery receipt, it is considered that you have confirmed the package is intact and all accessories are complete. We cannot submit claims for damage made after signing, and you will be responsible for any resulting losses. Please ensure that all goods and accessories are complete, new, and undamaged before signing.
5.2 Lost Package Handling: If the tracking information shows the package has been delivered but you have not actually received it, or if the package remains undelivered for an extended period and you cannot contact the carrier for verification, you can contact us to initiate a claim. Different carriers have different claim procedures and time limits; we will do our best to assist you in following up on the process.
5.3 Fast Reshipment: If you do not wish to wait for the carrier's investigation results and wish to have your item reshipped immediately, please contact customer service directly to explain your needs. We will prioritize reshipping your item based on available stock, and then coordinate the claims process with the carrier. If the original package is found and delivered before the claims process is completed, you must notify us promptly. If both the reshipped item and the original package have been successfully delivered, you can choose to return one item (return shipping costs will be borne by us). If you choose to keep both items, we will charge you for the additional item.
6. Logistics Arrangements During Holidays and Peak Seasons
6.1 Processing Time Adjustments: During major promotional events (such as Black Friday, Christmas sales, etc.) and around statutory holidays, order processing time may be extended to 3-4 business days.
6.2 Carrier Holiday Arrangements: During statutory holidays in the destination country/region, the carrier will suspend pickup and delivery services. The resumption time is subject to the carrier's official notification, and related orders will be processed after the holiday.
7. Delivery Failure and Package Return Handling
7.1 Reasons for Delivery Failure: Common reasons why packages are deemed undeliverable include: incorrect/incomplete/vague delivery address, multiple unanswered deliveries without timely contact with the carrier, and recipient refusing to sign for the package (not due to product quality issues).
7.2 Post-Return Handling: If a package is returned due to your personal reasons, you can choose to resend the package or cancel the order. For resends, you will be responsible for the reshipment costs; for order cancellations, you will receive a refund of the remaining amount after deducting the initial shipping cost and return shipping cost. If the delivery failure is due to the carrier's or our reasons, we will resend the package free of charge or provide a full refund (including all shipping costs).
8. Return and Exchange Logistics Instructions
Once a package is signed for by the carrier, we do not cover return shipping costs for goods returned via freight. If you need to return or exchange goods (subject to the return and exchange policy), you will be responsible for the return shipping costs. In special circumstances (such as product quality issues, wrong items shipped, etc.), we will cover the return shipping costs, subject to verification by customer service.
9. Policy Updates and Effectiveness
We reserve the right to modify this shipping policy at any time. The revised policy will be published on the website immediately without individual notification to each user. The revised policy only applies to orders submitted after the policy update. Orders submitted before the policy update will still be subject to the previous shipping policy.
Friendly Reminder: Please read this shipping policy carefully before placing your order. Submitting your order signifies that you understand and agree to all terms of this policy. If you have any questions, please contact our online customer service.