1. Order Processing Time
- All orders are processed within 1–3 business days after payment confirmation.
- Orders are not shipped or delivered on weekends or public holidays.
- During peak seasons, promotional periods, or holidays, processing times may be slightly delayed.
For OEM, wholesale, or customized orders, production lead times will be confirmed separately by our sales team.
2. Shipping Methods & Delivery Time
We work with trusted international logistics partners including DHL, FedEx, UPS, EMS, and other local carriers.
Estimated Delivery Time
| Region | Estimated Shipping Time |
|---|---|
| United States | 5–12 business days |
| Europe | 5–12 business days |
| Australia & New Zealand | 5–10 business days |
| Southeast Asia | 3–7 business days |
| Middle East | 7–15 business days |
| Other Countries | 7–20 business days |
Please note that delivery times are estimates and may vary due to customs clearance, weather conditions, local carrier delays, or other unforeseen factors.
3. Shipping Fees
- Shipping fees are calculated at checkout based on destination, package weight, and shipping method.
- Free shipping promotions may apply to selected products or regions.
For bulk, OEM, or distributor orders, shipping costs will be quoted separately.
4. Customs Duties & Import Taxes
International orders may be subject to customs duties, VAT, import taxes, or other fees imposed by the destination country.
- These charges are the responsibility of the customer unless otherwise agreed.
- We are not responsible for delays caused by customs clearance procedures.
5. Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email with tracking information.
Tracking updates may take 24–72 hours to appear after shipment.
6. Incorrect Address Information
Please ensure your shipping address is accurate and complete before placing an order.
We are not responsible for:
- Delays caused by incorrect address information
- Failed delivery attempts
- Additional shipping charges due to address corrections
If you notice an error in your shipping details, please contact us immediately at [Your Email Address].
7. Lost or Damaged Packages
If your package is lost or arrives damaged, please contact us within 7 days of delivery.
Please provide:
- Order number
- Photos of damaged items/package (if applicable)
- Relevant shipping information
We will work with the shipping carrier to resolve the issue as quickly as possible.
8. Shipping Restrictions
Certain products may have shipping restrictions depending on local regulations in the destination country.
We reserve the right to cancel orders that cannot be fulfilled due to shipping limitations or legal restrictions.
9. Contact Us
If you have any questions regarding shipping, please contact us:
Email:xyhook@xyhook.com