Shipping & Delivery

Shipping & Delivery Policy – Contents

Shipping Costs
Order Processing
Delivery Time
Delivery
My Order Is Delayed
The Delivery Attempt for My Order Was Unsuccessful
My Order Is Marked as Delivered, but I Haven’t Received It
My Order Was Lost in Transit
My Order Arrived Defective, Damaged, or Incorrect
I Provided an Incorrect Delivery Address
My Order Was Returned to Us
When May a Refund Be Offered Instead of a Replacement?

You can also find the information on this page on our product pages under the Shipping & Returns section.

Can’t find your situation among the topics below, or do you have another question about our Shipping & Delivery Policy?

Feel free to contact us through our contact page.

1. Free Shipping

We offer free shipping on all orders within the United States.

2. Order Processing

Once your order has been placed, we’ll start processing it right away.

Orders are typically processed and shipped within 24 hours.

As long as your order has not yet been shipped, you may still request a change or cancellation. Please contact us as soon as possible if you would like to do so.

Once your order has been shipped, it can no longer be changed or canceled.

If you no longer wish to keep your order after it has been shipped, you may request a return once you have received it, subject to the conditions outlined in our Return Policy.

For more information, please see our Return Policy.

3. Delivery Time

The average delivery time is 8 to 12 business days.

We do our best to deliver your order as quickly as possible. The stated delivery time is an estimate and may vary in exceptional circumstances, such as carrier delays or other unforeseen circumstances.

If we expect your delivery to take longer than the estimated delivery time, we’ll let you know by email as soon as possible.

For the most up-to-date information about your order, you can check your Track & Trace once it becomes available.

4. Delivery

To offer a wide range of products, we work with an international logistics partner. As a result, our products are shipped directly from our logistics partner in China.

Your order will be delivered to the shipping address you provided.

If supported by the carrier, you may be able to change the delivery date, delivery address, or pickup location after your order has been shipped. Available options vary by carrier.

Orders are normally delivered in a single shipment. If your order is shipped in multiple packages, we’ll let you know by email.

Once your order has been shipped, you’ll receive your Track & Trace by email. It may take up to 72 hours for the first tracking update to appear. This is normal and does not mean there is an issue with your order.

5. My Order Is Delayed

We do our best to deliver your order within the estimated delivery time. Has the estimated delivery time passed? Please check your Track & Trace first for the most up-to-date information about your order.

If your order is delayed, we’ll keep you informed as soon as possible. If necessary, we’ll contact our logistics partner and the carrier to investigate the status of your shipment. Once we have more information, we’ll update you on the expected delivery.

In most cases, delayed packages are still delivered shortly after the original estimated delivery date. We therefore ask that you allow a reasonable additional amount of time for your order to arrive while we investigate the delay.

Time-Sensitive Deliveries

If you need your order by a specific date, please contact us before placing your order. Unless we have explicitly confirmed a specific delivery date with you, all delivery dates shown on our website or in your Track & Trace are estimates and cannot be guaranteed.

A delivery date requested after an order has been placed does not guarantee delivery by that date.

6. The Delivery Attempt for My Order Was Unsuccessful

Has the carrier attempted to deliver your order but was unable to complete the delivery? First, please check your order confirmation to make sure the shipping address you provided is correct.

Is the address correct? In many cases, the carrier will automatically make another delivery attempt within 1 to 3 days.

Please also check your Track & Trace. Depending on the carrier, you may be able to choose a new delivery date, a different delivery time, or a pickup location.

Is the shipping address incorrect? Please contact us as soon as possible so we can check what options are still available.

Still Not Delivered?

If your order has still not been delivered 4 days after the first unsuccessful delivery attempt, we’ll contact you and open an investigation with the carrier.

This investigation typically takes 5 to 7 business days. During the investigation, we’ll ask the carrier to determine where your package is and what happened with the delivery.

As soon as we receive more information, we’ll update you.

7. My Order Is Marked as Delivered, but I Haven’t Received It

Does your Track & Trace show that your order has been delivered, but you haven’t received it? First, please check your order confirmation to make sure the shipping address you provided is correct. Then check whether the package may have been delivered to a neighbor, left in a safe location, or delivered to a nearby carrier pickup location.

If you have completed all of the steps above and still cannot locate your order, please contact us. Once you report the issue, we’ll open an investigation with the carrier to verify the delivery. An investigation typically takes 5 to 7 business days.

Investigation Completed

If your package is located during the investigation, we’ll let you know and provide you with the available delivery information.

If the carrier confirms that the package was delivered to the shipping address provided with your order, we’ll share the available delivery information with you. This may include tracking information, carrier confirmation, GPS information, or proof of delivery where available.

If the investigation shows that the package was not successfully delivered or was lost during delivery, we’ll determine whether the issue can be resolved with a replacement within a reasonable period of time.

If a replacement is not reasonably possible, or one of the circumstances described under “When May a Refund Be Offered Instead of a Replacement?” applies, we’ll provide an appropriate refund.

8. My Order Was Lost in Transit

Does your order appear to have been lost in transit? Please contact us. We’ll open an investigation with the carrier to determine the status of your shipment.

An investigation typically takes 5 to 7 business days. Once the investigation has been completed, we’ll let you know the outcome.

Investigation Completed

If your order is located during the investigation, we’ll update you and you can expect the delivery to continue.

If the carrier confirms that your order has been lost in transit, we’ll first determine whether the issue can be resolved by sending a replacement within a reasonable period of time. If this is possible, we’ll let you know and arrange the replacement. The standard delivery time will apply to the replacement order.

If a replacement cannot be provided within a reasonable period of time, or one of the circumstances described under “When May a Refund Be Offered Instead of a Replacement?” applies, we’ll provide an appropriate refund.

9. My Order Arrived Defective, Damaged, or Incorrect

Have you received a defective, damaged, or incorrect item? Please contact us as soon as possible. If possible, include clear photos of the item and its packaging. This allows us to review the issue and assist you more quickly.

Review

Once we receive your report, we’ll first determine whether the issue can be resolved within a reasonable period of time by repair, where appropriate, or by sending a replacement. Once we have reviewed the situation, we’ll let you know the next steps.

Replacement or Repair

If a repair or replacement is possible, we’ll arrange this as soon as possible. Replacement orders are subject to our standard delivery time.

Refunds

Receiving a defective, damaged, or incorrect item does not automatically mean that a refund will be issued. If the issue can reasonably be resolved by repair or replacement, we’ll normally offer this solution first.

If repair or replacement is not possible, cannot be provided within a reasonable period of time, or one of the circumstances described under “When May a Refund Be Offered Instead of a Replacement?” applies, we’ll provide an appropriate full or partial refund based on the circumstances.

10. I Provided an Incorrect Shipping Address

Did you accidentally provide an incorrect shipping address? The available options depend on the status of your order.

The Order Has Not Been Delivered Yet

If your order is still in transit or is being returned to us because of an incorrect shipping address, please contact us as soon as possible.

If the carrier allows an address correction or delivery change while the package is still in transit, we’ll let you know what options are available.

If the package is returned to us, we can resend the order to the correct address. The standard delivery time will apply to the new shipment.

If you no longer wish to have the order resent, please contact us. We’ll review whether a refund is appropriate based on the circumstances, including the situations described under “When May a Refund Be Offered Instead of a Replacement?”

Actual return or transportation costs resulting from an incorrect shipping address may be deducted from any applicable refund where permitted and where these costs have been clearly communicated.

The Order Has Already Been Delivered

If your order was delivered to the shipping address you provided when placing your order, we are generally unable to provide a free replacement or refund due to the address being entered incorrectly.

We recommend contacting the residents or occupants at the address provided to see whether the package can be recovered.

If the package cannot be recovered, you can place a new order through our website. Please make sure to carefully check the shipping address before completing your order.

11. My Order Was Returned to Us

Has your order been returned to us because of an incorrect shipping address, a refused delivery, or because it was not collected from a pickup location in time? Please contact us.

Once the returned package has been received, we can resend your order. The standard delivery time will apply to the new shipment.

If an order is returned to us due to circumstances within the customer’s control, such as an incorrect shipping address, refused delivery, or failure to collect the package, actual return or transportation costs incurred may be deducted from any applicable refund where permitted and where these costs have been clearly communicated.

We do not charge administrative fees or other artificial fees.

12. When May a Refund Be Offered Instead of a Replacement?

In most cases, we’ll first try to resolve an issue by offering a replacement, repair where appropriate, or another suitable solution.

However, there are situations where waiting for a replacement may no longer be a reasonable solution. In these cases, an appropriate full or partial refund may be provided.

This may include situations where:

the item was demonstrably needed by a specific date, this was communicated to and agreed upon by us before the order was placed, and a replacement can no longer arrive in time;
one or more previous repair or replacement attempts have not resolved the issue;
waiting for a replacement would cause unreasonable inconvenience or delay under the circumstances;
repair or replacement is not possible, for example because the item is no longer available.

We’ll review the circumstances of each case and let you know whether a replacement, repair, refund, or another appropriate solution applies.