Shipping

International orders must comply with the customs laws and regulations of the destination country/region, and customers are required to cooperate with documentation submission, identity verification, declaration, and payment of applicable duties and taxes as part of the customs clearance process.

The carrier or customs authorities may require the recipient to provide relevant identification, documents, or additional information, and to pay applicable fees in accordance with regulations.

Customs duties, import VAT, customs clearance service fees, and any other related charges shall be borne by the recipient and must be paid in a timely manner in accordance with local regulations.

Failure to pay duties or submit required documentation in a timely manner may result in delays, returns, detention, or destruction of the package, and any resulting risks and costs shall be borne by the recipient.

Special note for Brazil orders: All customs clearance and import duties shall be borne by the recipient and must be completed within the required timeframe; otherwise, the package may be returned or handled by local customs authorities.

If any such charges arise, please complete payment promptly and retain all payment receipts and official documents for future reference or assistance.

1. Undeliverable Packages

If, due to reasons such as incorrect address, undeliverable location, failure to respond in a timely manner, failure to collect within the specified timeframe, or failure to complete required actions (such as customs clearance or payment), the package cannot be delivered, it may be held, redelivered, returned, or handled in accordance with local regulations. Any resulting costs and losses shall be borne by the recipient.

2. Delivery Exception (Marked as Delivered but Not Received)

If the tracking information shows that the package has been delivered but you have not actually received it, we recommend that you:

• Check around your doorstep, mailbox, and surrounding areas
• Ask neighbors, family members, reception, front desk, or property management personnel
• Review any delivery photos or proof of delivery provided by the carrier (if available)

Please contact us as soon as possible, and we will assist the carrier in conducting an investigation.

We will verify the situation based on logistics records and carrier feedback, and provide appropriate solutions based on investigation results, available evidence, and applicable policies.

3. Undeliverable and Return Handling

If a package cannot be successfully delivered, the carrier may arrange temporary storage, redelivery, return, or compliant disposal. Returned packages will be handled in accordance with the return and refund policy.

If the package cannot be returned due to regulatory restrictions, product characteristics, or carrier policies, it will be verified and handled based on logistics records and the carrier’s handling results.

4. Liability Determination

For delivery exceptions, delays, or disputes, evaluation will be based primarily on tracking records, as well as carrier and customs handling results.

Unless directly caused by our intentional misconduct or gross negligence, we shall not be liable for losses arising from carriers, customs authorities, or other third-party factors.

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5. Other Notes

All delivery, customs clearance, and package handling processes shall comply with the laws and regulations of the destination country, customs requirements, and the carrier’s official terms of service.

In the event of delays, detention, destruction, confiscation, or other exceptions caused by customs supervision, policy changes, carrier operations, or other objective third-party factors, we will provide assistance in accordance with applicable rules but shall not bear any liability.

Issues such as returned packages, delivery exceptions, and delivery disputes shall be reviewed based on logistics records, carrier feedback, and customs handling results, in conjunction with platform policies.

Customers are required to provide accurate and complete shipping information, monitor tracking updates, and promptly respond to relevant notifications, completing necessary actions such as collection, redelivery arrangements, customs clearance, and payment as required.

We provide logistics consultation and assistance within the scope of our policies, but do not bear any additional risks or losses arising from regional policies, customs regulations, or carrier operations.