Shipping & Delivery
1. Is shipping really free?
Yes, the shipping price is free but please keep in mind that delivery time will largely depend on your location, time of year (federal holidays, Christmas, Easter…), customs clearance, weather conditions and weekends.
International shipping is very expensive but with us, this is not your concern!
2. When will you ship-out my order?
All orders are processed and dispatched from our warehouse within 2-7 business days. Factors that may affect handling time (the expected period of time between the date an order is placed and when it is shipped) include inventory levels, a high volume of orders and federal holidays. If we experience a high volume of orders shipments may be delayed by no more than 5 business days. We appreciate your understanding.
3. Do you ship to my country and what is estimated delivery time?
Depending on your country we use different shipping carriers. You can refer to the table below, but keep in mind that delivery time varies from product to product. Some products arrive sooner and some later because of distance traveling and customs clearance. Weekends and holidays are not factored into this estimate.
Australia - 5-15 days
Canada - 7-20 days
Europe - 5-15 days
Japan - 5-15 days
New Zealand - 5-15 days
Singapore - 7-20 days
S. Korea - 5-15 days
USA - 2-15 days
Rest of the World - 15+ days
4. How long will it take to receive my tracking number?
It will usually take between 1-2 business days after the order is processed. Once your package is shipped, our system will automatically send you a shipping confirmation email with the tracking number. When you receive your tracking number please allow 2-3 days for the carrier tracking system to update and recognize your tracking number. If you can't find your shipping confirmation email, please double check your promotions, junk or spam folder.
5. Where is my order and how can I track it?
To see the current status of your order, please visit our Tracking Page.
6. Why isn't my tracking number updating?
It is possible that your tracking information isn’t updating because the package missed a tracking scan. In most cases, the item is still in transit to the destination and the final delivery is unaffected. If you suspect the item has been lost, please contact your local post office or the courier company with your tracking number and they will be able to locate your item.
If the post office or courier confirms that the item is lost, please contact us.
7. What happens if my order gets stuck, lost in the mail or damaged?
All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, sent back or even lost during the delivery process, we deeply apologize! The postal service and customs clearance are out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and a full tracking.
8. I have not received my order but the tracking says it was delivered?
Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office. If that is not the case, please contact your local post office or the courier company and provide them with your tracking number. They will be able to tell you where your package is.
9. Will I be charged for customs and taxes?
The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country although we do our best to speed up the process. Please note that we will put a low declared value on the product packaging in order to speed up customs clearance and to avoid paying any additional taxes. For further details of charges, please contact your local customs office or Google and research about their policies.
10. Where do you ship from?
We ship from our warehouses located in the United States – California, New Jersey and Hong Kong – Shenzhen.
11. What shipping carrier do you use?
We have contracts with multiple shipping carriers. Depending on your location we use: United States Postal Service, EMS, Royal Mail, Australia Post, YunExpress, Canada Post, UBI Smart Parcel and Singapore Post.
If you have any additional questions about the delivery and shipment of your order, please contact us via our contact form or send us an email at firstname.lastname@example.org