1. Shipping Fees

Shipping fees are borne by you, and the specific amount is calculated based on the delivery address, package weight, and dimensions. We will select the most suitable shipping company, which may include China Post EMS/CPacket, FedEx, SF Express, DHL, UPS, or other unlisted shipping companies. We reserve the right to choose the shipping company at our discretion. Please note that you cannot directly select the carrier.

2. Order Processing and Shipping

The product page usually provides an estimated shipping or transit time. Please pay attention before placing an order. Also, please fill in your shipping address correctly. You are responsible for ensuring the accuracy of the shipping address.

In-stock products: Orders will be processed within 15 working days (excluding weekends and holidays) after you confirm the order and the inventory is available. After the package is shipped, you will be notified via email.

Pre-sale products: Orders will be shipped within 15 working days (excluding weekends and holidays) after the products arrive at our warehouse. In case of any unforeseen circumstances, we will notify you via email. After the package is shipped, you will be notified via email.

3. Split Shipments

Due to logistics reasons, an order may be split into multiple packages, each with a separate tracking number. The delivery times of these packages may vary. Please track each package separately and contact us if you have any questions.

4. Shipping Delays

In case of unforeseen events, including but not limited to war, pandemic, natural disasters, strikes, government actions, and any other situations beyond the reasonable control of both parties, it may cause continuous delays in the international logistics system, thus affecting the performance of this agreement.

This force majeure clause is designed to address situations beyond the control of both parties that may disrupt the international logistics system and affect the smooth execution of this agreement. Please check your tracking number for the latest information on the delivery status. You can also check the postal service website of your country/region for updates.

5. Returned Packages

Packages may be returned to our warehouse for the following reasons:

• Customs clearance issues.
• Incorrect addresses or unclaimed packages.
• Refusal to pay customs duties or other fees.

If a package is returned, we will contact you promptly to arrange a follow-up solution. If we do not receive a response from you within 5 working days, the order may be cancelled.

We are not responsible for:

• Shipping fees for returned packages due to customer reasons.
• Returned items lost or damaged during transit.

For multiple returns caused by refusal to pay customs duties, incorrect addresses, or other customer actions, we reserve the right to cancel the order and charge fees.

6. Lost Packages

1. Carrier’s responsibility: Once the package is shipped, it is managed by the carrier. If you need compensation or inquiries, please contact the carrier directly.
2. Customer assistance: If the package is delayed, please contact the local carrier. Please contact us via email at service@wutheringwaves.shop within 45 days after shipping, providing your name and order number to obtain additional support.
3. Delivery confirmation: If the carrier marks the package as “delivered” but the customer has not actually received it, we are not responsible and will not provide compensation.
4. Customer responsibility: We are not responsible for lost packages due to the customer’s refusal to pay customs duties, providing an incorrect address, unclaiming the package, or other customer-related reasons.

7. Customs Duties, Taxes, and Tariffs

International packages may be subject to additional customs, tax, and tariff charges by your local customs. These additional charges may be levied after the customs agent examines the items in the package. You are still responsible for any additional charges imposed by the local customs. Please contact your local customs for more information on how customs fees work.

We are not responsible for any actions taken by the customs or shipping company regarding any payable taxes and tariff charges. In case you are required to pay customs duties and taxes, you can choose to pay or request a refund. If you request a refund, the ordered products will be returned to us. For the avoidance of doubt, the shipping fees charged by the shipping company will not be refunded.

8. Order Submission Agreement

Submitting an order indicates that you have fully read, understood, and agreed to the relevant transaction rules, privacy policy of this platform, and all terms and conditions related to this order, including but not limited to the delivery method of products or services, after-sales service policies, and other relevant regulations.

9. Contact Us

If you have specific inquiries, requests, or concerns about this shipping policy, please contact us at: service@wutheringwaves.shop