1. Final Delivery Promise
- 1.1 We are responsible for the final delivery of all orders. If the package is accidentally lost during transit, after we investigate with our carrier and confirm the loss is true, we could provide a full refund or arrange another shipping to reimburse the buyer.
- 1.2 Unsuccessful delivery because of the following reasons could not be covered in our responsibilities:
- 1.2.1 Buyer offered wrong or expired shipping address or invalid contact number which leads to an error on final delivery. (The waiting of pre-order products usually lasts for months, if you changed or are about to change your address, please contact us soon)
- 1.2.2 Buyer reject the package because of personal reasons (Based on the details of tracking updates noted by local post office)
- 1.2.3 Buyer fail to assist the local customs to finish the clearance, which leads to a detain or return of package. (Details please refer declaration policy)
- 1.2.4 Tracking updates show a "delivered" status. (If buyer actually have not received the package in person, please report the local post office and seek help from them)
- 1.3 The shipping involves the well-functioning of local customs department and post system, there could be a delay during holiday and bad weather conditions. To define whether a package is "lost" or "delayed" please refer standards of telling shipping status. If the package is in "delay", please wait patiently for its arrival. If you want to have faster shipping experience, please use our expedited shipping.
2. Delay And Compensation
- 2.1 Standard shipping is economic channel carried by international post system which carries a much larger package stream. In busy seasons, because of the spike in package quantity and limited manpower in local customs and post system, there could be a delay during certain months. Please kindly understand that we can not promise the precise delivery date, or expedite the process when delay happens under such situations.
- 2.2 Standard Shipping Delay compensation rule:
- 2.2.a If the waiting of standard shipping has exceeded 30 days, we would send buyer a $5 partial refund as delay compensation.
- 2.2.c The shipping duration would use the data on 17track as reference, start from the despatch date, order processing is not included.
- 2.2.d Orders to the United Arabs Emirates is not supported for standard shipping delay compensation.
- 2.3 Expedited shipping are jointly carried by our carrier and EMS, DHL, Aramex. The normal waiting period for all expedited packages is within a week. We would fully refund the postage fully if the transfer takes more than 15 days, except:
- 2.3.1 Delay because the buyer did not assist with customs clearance is not covered in delay compensation.
- 2.3.2 Delay because the buyer did not respond to the pick-up notice by local carrier (Although we aim to provide a door-to-door delivery for every order, sometimes because of the differences in operation of local branches, the buyer would have to pick up the package at the carrier's appointed processing center)
- 2.4 Expedited shipping is more sensitive to the dynamic change of logistics & tax policies. We would adjust the coverage of expedited shipping according to the current situation.
- 3.1 We do not provide full reimburse or another shipment if the buyer reject the package on personal reasons. (If the package gets rejected in destination country, it would be destroyed locally or returned to us in a very slow route. We would suffer a severe loss on the value of product, extra postage, fine charge because of package rejection) If the buyer want to return the product, please refer to our return policy.