Shipping & Return Policy

Before you pay, the checkout page will ask you to choose how we declare your parcel — full declared value or a lower declared value. This applies to Air Mail and to Express Shipping where you pay the import duty. If you do not choose, we declare the full value by default.

Choosing a lower declared value has real trade-offs: the undeclared part cannot be claimed as a business cost, cannot be refunded or drawn back, and any insurance, loss or damage claim is settled against the declared value only. You are the importer of record, so a customs re-assessment falls on you.

Free on orders over $299 to most destinations. Below that, the exact cost is calculated at checkout from the actual weight and destination — there is no flat worldwide rate, because a 200 g parcel and a 12 kg parcel do not cost the same to move. As a guide, economy post starts around $8–$10, DHL and UPS Express start around $35 (higher to remote zones), and the duty-paid channel starts around $50. Please include your phone number — DHL and UPS require it and will not accept a booking without one.

You get an order confirmation by email immediately. Once we ship, the tracking number reaches you in several ways at once: it is pushed automatically to your PayPal transaction, it is emailed to you, and it appears in your account order history together with the invoice. If none of those has arrived, it usually means one of two things — the order is still in production, or we have held it deliberately (for example we spotted a compatibility problem and could not reach you). In either case, contact us straight away rather than waiting.

If it has not shipped, yes — tell us and we cancel it. Once it has shipped we cannot: the parcel can only be recalled or destroyed after it reaches customs, and both cost money. So if anything is wrong after payment, message us immediately — email, LiveChat or an order note, all of them reach the same team and all of them are linked to your order in our system. We reply to every message, without exception.

Every product is aged and tested for 3+ hours before packing, and shipped in reinforced cartons with foam protection. If transit damage still happens: report it to the carrier at the point of delivery and tell us within 24 hours. This order matters — only the recipient can obtain the claim reference from the carrier, and without that reference no claim can be opened. Contact us as soon as you see the damage and we will walk you through exactly what to say to them. Once liability is established and the goods are genuinely unusable, we send a replacement immediately rather than waiting for the claim to settle.

Express shipments are typically 3–5 days, and made-to-order items add roughly 3–7 days of production before that. Around international holidays, DHL and UPS hubs congest and 1–3 days can be added. What we will not do is ship knowingly into a long delay and say nothing — if we expect a significant delay, you get an email before dispatch, not after. Beyond that, once the parcel is with the carrier, weather, customs inspections and failed delivery attempts are outside anyone’s control.

Sometimes, yes — but ask us before you buy. DHL and UPS both offer next-day services, the cost varies considerably, and availability depends on your exact address. Tell us the destination and the deadline and we will check whether it is genuinely achievable on that route before you pay for it. As a realistic benchmark on the standard service: a parcel leaving here by 5pm can reach California the next day, the US Midwest is about 2 days behind that, the East Coast 2–3, and smaller towns or rural addresses add another 1–2 days — including towns near the West Coast.

PayPal, and bank transfer / wire transfer (available worldwide except in sanctioned countries). PayPal covers card payments, Pay Later and Venmo through its own checkout — we use PayPal’s current payment platform, so your card details are entered on PayPal’s systems and never reach ours. We do not accept Western Union, and we do not operate a separate third-party card gateway. Larger and custom orders are usually settled by bank transfer with a deposit-and-balance arrangement.

We try hard to stop that happening in the first place: the registration and checkout pages validate your address against the Google Address API and prompt you if it does not match postal records, and the address you register is synchronised to PayPal so the two cannot diverge. When we generate the shipping label we run the address through Google validation again. If something still slips through, contact us immediately after payment and we will correct it before dispatch. If the parcel has already left, DHL and UPS can usually redirect it before the delivery attempt — that normally incurs an address-correction fee of about $13.

Express shipments are tracked door to door and rarely go missing. Economy post is different: roughly 3% of postal parcels behave unpredictably — to smaller countries they sometimes route around for 15–30 days, occasionally one is genuinely lost, and sometimes a failed delivery sends it back to a local depot to await sender instructions. All three look identical from the tracking page. Contact us whichever it is, and we will work with the forwarder to locate it or arrange a replacement shipment. Do not wait months hoping it moves — the sooner we open it with the carrier, the better the outcome.

Tracking shows every scan, so if it has stopped moving there is a specific reason — a customs hold, a hub backlog, or a missed handover scan. Send us the order number and we will push the carrier to investigate and chase it from our side. This is normal work for us and it is faster than you calling the carrier yourself, because we hold the shipper account the parcel was booked under.

Either the order is still in production, or the notification landed in your spam folder — those two account for almost every case. Check spam first, then contact us. Our LiveChat is connected to the same order-tracking system our staff use, so it can tell you immediately whether your order has shipped and what the tracking number is, without waiting for an email.

No — and please read this before refusing anything. Once we have shipped, our obligation is fulfilled. A refused parcel is either destroyed locally or returned to us, and a return is an import into China: we pay the return freight and the customs clearance on it. For that reason a refused order is cancelled with no refund. If there is any problem at all — wrong item, incompatible product, a change of mind — accept the parcel first and then talk to us. Almost everything can be resolved after delivery. Refusing the parcel is the one action that removes every option we would otherwise have to help you.

It depends on the shipping option you choose at checkout. Duty-paid options include it — you prepay us and we settle with the carrier. On every other option, import duty and local taxes (VAT/GST) are payable by the receiver, are set by your customs authority rather than by us, and we never add a margin to them. If duty is a concern for your order, talk to us before we ship — every destination is different and there is usually something we can work out.

Economy postal services can deliver to a PO Box. DHL and UPS cannot — they require a street address and a working phone number because the driver may need to call. If a PO Box is all you have, tell us and we will route the shipment via post instead of quoting you an express service that cannot be delivered.

Yes. Give us the account number and collection details and we will prepare the shipment for your nominated carrier, with the commercial invoice and packing list your broker needs. This is common on larger orders and on consolidated shipments where you are combining several suppliers.

Contact us first — do not ship anything back before you do. An unannounced return arrives with no case reference and no customs paperwork prepared, which makes it slower and more expensive for both of us. Exchanges are for the same series in a different available type; we cannot exchange for a completely different product. Faulty goods are handled under the warranty rather than as a return.