Shipping Policy

1. Our order processing hours are 9:00-18:00 (Beijing Time) on each working day (Monday to Friday, excluding weekends and public holidays). All orders will undergo picking, packing and dispatch within 1-3 working days after placement. Should processing times extend to 3-5 working days due to surges in order volume, product shortages or special holidays, we shall notify you in advance via shop announcements or order confirmation emails.
2. The daily order cutoff is 16:00 (Beijing Time). Orders submitted after 16:00 will be processed as the following day's orders, with processing times commencing accordingly. Orders placed over weekends or public holidays will be processed on the first working day after the holiday period.
3. During order processing, you may track your order status via the “My Orders” section within your account dashboard. Should you have any special requirements (such as modifying the delivery address or cancelling the order), please contact our customer service team prior to dispatch. Once an order has been dispatched, the relevant details cannot be altered.

IV. Delivery Timeline

1. Standard Air Freight: Delivery within 15 working days, with certain remote countries and regions requiring up to 25 working days;
   
2. International Express Delivery (DHL/UPS): Delivery within 3-7 working days, subject to customs clearance processing times;
   
3. Customs Clearance Notes: Clearance times for international orders are determined by the destination country's customs authorities, typically taking 3-7 working days. Should customs require inspection, additional duty payments, or other formalities, delivery times may be extended. Such delays are not included within the stated transit times. We shall endeavour to assist with customs clearance matters but cannot be held liable for delays arising from customs procedures.

Should any of the above information change, we shall notify you in advance via the contact details you have provided.

V. Parcel Tracking

1. Once your order has been dispatched, we shall generate a tracking number within 1-2 working days and notify you via the contact details provided. You may use this tracking number to monitor the real-time delivery status of your parcel on the official website.
   
2. Should you encounter any discrepancies in the delivery information during your enquiry (such as prolonged lack of updates, or a delivery confirmation displayed without actual receipt of the parcel), and should there be no further updates for over 7 working days, please contact us for assistance with tracing your shipment.

VI. Explanation of Customs Duties and Import Taxes

1. International orders may incur duties, import taxes, value-added tax, and other related levies. These charges are levied by the customs authorities of the destination country in accordance with local laws and regulations. They are not included in the shipping costs and shall be borne by you (the recipient).
   
2. We shall not bear any customs duties or import taxes, nor shall we be responsible for paying them on your behalf. Should you refuse to pay the relevant taxes resulting in the parcel being returned by customs, the return shipping costs and any associated losses shall be borne by you. Upon receipt of the returned parcel, we shall process a refund of the remaining goods value after deducting the return shipping costs and handling fees.
   
3. You may consult our support team prior to placing your order to ascertain local tax and duty collection standards, thereby avoiding unnecessary charges.

VII. Handling of Delayed, Lost or Damaged Parcels

Parcel Delays

1. 1. Should delays occur due to carrier issues, weather conditions, traffic disruptions, public holidays, customs clearance, or other force majeure circumstances, we shall assist you in contacting the carrier to investigate the situation and coordinate expedited delivery. However, we shall not be liable for any additional losses incurred as a result of the delay (such as penalty charges, indirect losses, etc.).
   2. For orders undelivered after 25 working days with no reasonable updates to tracking information, you may contact us to request an investigation. We shall provide the results within 3 working days. If the parcel is confirmed to be still in transit, we shall extend the tracking period. If the parcel is confirmed lost, the following lost parcel procedures shall apply.
      

Lost Parcels

1. 1. Confirmation of Loss: Loss is confirmed either upon receipt of an official loss certificate from the carrier, or when tracking information ceases to update for 30 working days without verifiable parcel location.
   2. Handling procedure: Upon confirmation of the parcel's loss, we shall contact you via the details provided and offer appropriate solutions.

Damaged parcels

1. 1. Upon receiving your parcel, should you discover any external damage, compromised sealing, or damaged contents, you must immediately photograph the evidence (including the parcel's exterior, damaged areas, and the condition of the contents) and contact our customer service team within 24 hours of signing for the delivery to report the issue.
   2. We shall coordinate resolution based on the evidence provided and the carrier's claims process:   
      • If damage is confirmed as occurring during transit, you may choose between a full refund, complimentary replacement shipment, or negotiated compensation commensurate with the extent of damage.
      • Should valid evidence be unavailable, or if damage is confirmed as resulting from your own actions, we shall not bear related liability.

Disclaimer: Should parcels be lost due to customer-related factors (such as providing incorrect delivery details, incomplete addresses, or refusal to accept parcels—where the carrier bears no responsibility), we shall not be liable for providing solutions. We shall only assist in contacting the carrier for subsequent tracking, and any resulting losses shall be borne solely by the customer.

Special Note: Should the carrier have provided formal proof of delivery (such as a signed receipt or delivery photograph), yet you (the recipient) claim not to have received the goods, we shall assist you in contacting the carrier to verify delivery details (including delivery time, location, and recipient information). Should verification confirm the carrier completed delivery in accordance with standard procedures, the parcel shall be deemed successfully delivered, and we shall not bear responsibility for any loss of the parcel. Should verification reveal delivery anomalies (such as misdelivery or fraudulent collection), we shall coordinate with the carrier's claims process to provide an appropriate resolution.