Please double check your shipping address for accuracy prior to placing your order. We use DHL as our international shipping provider which hands shipments off to the country’s postal provider once the shipment has cleared customs. In some countries, additional tracking info is not available once the package is passed off to local carriers.
If your order is delayed, it may be held in customs for processing and take up to six weeks to arrive. Any unclaimed packages will be returned to the manufacturer and not eligible for reshipment or refund. We recommend contacting your local customs officials for assistance.
Are there additional shipping costs for International orders?
Shipping charges do not include any import tax, duties, or customs and clearance fees which may be levied once your shipment reaches your country. We are not responsible for these fees and are unable to supply estimated duties and taxes, as this information varies by country.
As the Importer of Record, you are responsible for any of these charges or others imposed by your country and you must comply with all laws and regulations of the country in which you are receiving the goods. Contact your local customs office for information on what these charges may be.
Do items ship separately?
Yes, we ship our items from multiple facilities. Because of this you may receive your order in separate shipments and on different days.
PLACING AN ORDER / ORDER STATUS:
When will I receive my order?
Your products will be sent out within 14 working days after your order is placed. (Note: Pre-order items will be sent out after a specific period.) We will try our best to ensure on-time delivery but it is not guaranteed.
- Hong Kong Standard Flat Rate: 3-5 business days
- Flat Rate International: 10-14 business days
Please note, these time estimates are transit times from the date the order has shipped and are subject to delays stemming from COVID-19.
What is the status of my order?
When your order is placed you should receive an order confirmation via email, depending on which contact info you entered at checkout. If you didn’t receive a confirmation, please contact us at firstname.lastname@example.org. Once your order ships, you will receive a shipping confirmation email with tracking info.
Can I combine orders?
Unfortunately we cannot combine orders, they are individually processed as soon as they are placed.
Can I change or cancel my order?
Sorry, ordered items and quantities cannot be changed or canceled once the order is confirmed.
For any incorrect order due to problems with our information or system, you may contact our Customer Service Team for assistance.