Shipping policy
Shipping Policy
1. Courier Services
1.1 We support worldwide delivery. Based on your shipping address and order details, we will select DHL, SF Express, EMS, or other local logistics providers for your shipment. Below are the shipping fees and estimated delivery times for select countries and regions:
| Courier | Shipping Policy | Delivery Time | |
|---|---|---|---|
| Mainland China | SF Express | Free Shipping | 2–3 business days |
| South Korea | SF Express, EMS | Free Shipping for orders over $100; $10/kg for orders under $100 | 5–10 business days |
| Japan | SFExpress, EMS | Free Shipping for orders over $100; $15/kg for orders under $100 | 5–10 business days |
| Hong Kong, Macau, Singapore, Malaysia, Thailand, Vietnam | SF Express, EMS | Free Shipping for orders over $100; $15/kg for orders under $100 | 2–5 business days |
| USA/Canada/Mexico | SF Express, EMS | Free Shipping for orders over $300; $30/kg for orders under $300 | 5–10 business days |
| Brunei, Cambodia, Indonesia, Laos, Philippines, Taiwan | SF Express, EMS | Free Shipping for orders over $200; $30/kg for orders under $200 | 3–7 business days |
| Australia & New Zealand | SF Express, EMS | Free Shipping for orders over $200; $25/kg for orders under $200 | 3–7 business days |
| Europe | SF Express, EMS | 3–7 business days | |
| Middle East (e.g., UAE, Saudi Arabia) | SF Express, EMS | Free Shipping for orders over $300; $40/kg for orders under $300 | To be confirmed at checkout |
| Africa & U.S. overseas territories | SF Express, EMS | Free Shipping for orders over $300; $40/kg for orders under $300 | To be confirmed at checkout |
2. Processing Time
All orders will be processed within 1 business day. Orders are shipped Monday through Friday (excluding holidays).
Once shipped, a confirmation email with a tracking link will be automatically sent. Please check your inbox and spam folder.
⚠ Incomplete or incorrect address information may cause an additional 1–2 business day delay. Please verify all information before placing your order to avoid unnecessary delays.
3. Return & Exchange Policy
3.1 To cancel an order, don't hesitate to get in touch with us within 24 hours of placing your order at keleenchen@163.com. If the order has not yet shipped, a full refund will be issued within 2 business days.
3.2 Address Error Disclaimer: Customers are responsible for ensuring their shipping information is accurate. If the package fails to deliver or is returned due to incorrect address details, the customer will bear all related shipping costs. We are not responsible for lost packages resulting from incorrect addresses.
3.3 If the address needs to be changed after the package has shipped, any additional shipping costs incurred will be borne by the customer.
3.4 If tracking information shows the package as “delivered” but it was not received, please contact keleenchen@163.com or the courier for investigation. If the package is confirmed lost, we will arrange for a replacement or compensation based on the results of the investigation.
⚠ If your location has experienced frequent package loss or theft, we recommend using a work address to ensure safe delivery.