Shipping policy
Shipping Policy
We currently ship to the United States, Canada, Europe, Australia, Hong Kong SAR, Israel, and many other international destinations. Available shipping methods, shipping fees, and estimated delivery times will be displayed at checkout based on your shipping address.
Where available, customers may choose between Standard Shipping and Priority Express Shipping. Priority Express Shipping includes Shipping Protection at no additional charge, providing additional protection for eligible packages that are lost or damaged while in transit.
Shipping Zones & Rates
Priority Express Shipping
Our Priority Express Shipping option is designed for customers who would like faster transportation and additional protection for their shipment.
Priority Express Shipping includes:
- Faster estimated transit times compared with Standard Shipping
- Priority transportation where available
- Shipping Protection included at no additional charge
- Shipment tracking after dispatch
Orders of $199 or more qualify for free Priority Express Shipping where available.
Priority Express Shipping provides a faster shipping service but does not guarantee delivery on a specific date. Customs procedures, weather conditions, transportation disruptions, carrier network conditions, remote-area delivery, and other circumstances outside our reasonable control may affect the final delivery date.
Shipping Protection
Shipping Protection is automatically included with eligible Priority Express Shipping orders at no additional charge.
Shipping Protection provides additional coverage for eligible packages that are confirmed to be lost or damaged while in transit.
If your protected package is lost during transportation or arrives damaged, please contact our customer service team and provide:
- Your order number
- Your tracking number
- A description of the issue
- Photos of the package and damaged items where applicable
We may review the carrier's tracking information and conduct an investigation with the shipping provider before determining whether a claim qualifies for coverage.
For eligible claims, we may provide a replacement shipment or refund depending on the circumstances and the results of the investigation.
Shipping Protection generally does not cover issues caused by:
- Incorrect or incomplete shipping information provided by the customer
- Refusal of delivery
- Failure to collect a package from a carrier or pickup location
- Unpaid customs duties, taxes, VAT, or other required charges
- Address changes or delivery instructions requested directly from the carrier after shipment
- Failure to provide information required by customs authorities or the carrier
- Fraudulent, false, or intentionally inaccurate claims
For packages marked as delivered but not received, an investigation may be required before the package can be considered lost.
Standard Shipping
Standard Shipping is our most economical shipping option and is available to most destinations.
Orders of $99 or more qualify for free Standard Shipping where available.
Standard Shipping does not automatically include complimentary Shipping Protection unless Shipping Protection is specifically included or purchased separately at checkout.
Order Processing Time
Orders are usually processed within 1–5 business days after payment has been successfully confirmed.
Orders are generally not processed or dispatched on weekends or public holidays.
During peak seasons, promotional periods, product launches, or public holidays, processing may take slightly longer.
Estimated Delivery Time
All delivery times shown on our website or at checkout are estimates only and are not guaranteed delivery dates.
Estimated transit time begins after the order has been dispatched and handed over to the shipping carrier.
For example, if your selected shipping method has an estimated transit time of 7–14 business days and the package is held by customs for 5 business days, those 5 business days will not count toward the 7–14 business-day transit period.
This customs-delay exclusion applies to both Standard Shipping and Priority Express Shipping.
Actual delivery times may also be affected by:
- Destination country or region
- Carrier network conditions
- Customs clearance or inspection
- Weather conditions
- Transportation disruptions
- Public holidays
- Remote-area delivery
- Local postal service performance
- Other circumstances outside our reasonable control
Customs Clearance & Customs Delays
International shipments may be reviewed, inspected, or held by customs authorities in the destination country or region. Customs procedures are controlled by government authorities and are outside our control.
A shipment may be subject to:
- Routine customs clearance
- Physical customs inspection
- Security screening
- Documentation review
- Import declaration review
- Duty or tax assessment
- Requests for additional recipient information
- Other procedures required by customs authorities
Any period during which a shipment is undergoing customs clearance, customs inspection, or another customs-related procedure will not be counted as part of the estimated shipping transit time.
A shipment will not be considered significantly delayed or lost solely because the original estimated delivery timeframe has passed while the package remains under active customs processing.
Shipment Confirmation & Tracking
Once your order has been dispatched, you will normally receive a shipment confirmation email containing your tracking number.
Please allow approximately 1–5 business days after dispatch for tracking information to begin showing updates.
It is normal for international tracking information to remain unchanged temporarily while a package is moving between logistics facilities, awaiting transportation, undergoing customs clearance, or being transferred between international and local carriers.
Customs, Duties & Taxes
International shipments may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country or region.
Unless otherwise specifically stated at checkout, these charges are the responsibility of the recipient.
Customers are responsible for providing any information or documentation requested by customs authorities or the carrier. Failure to pay required customs charges or provide required information may result in delays, return of the package, or abandonment of the shipment.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an error in your shipping information after placing your order, please contact us as soon as possible. We will make reasonable efforts to update the address before dispatch.
We cannot guarantee that shipping information can be changed after the package has already been dispatched.
We are not responsible for packages that are delayed, returned, misdelivered, or lost because of incorrect or incomplete shipping information provided by the customer. Additional shipping fees may apply if reshipment is requested.
Delayed Packages
International shipping may occasionally experience delays. A delayed tracking update does not necessarily mean that the package has been lost.
If your package is significantly beyond the applicable estimated transit period, please contact our customer service team. We will review the tracking information and may contact the carrier for additional information.
When calculating whether a shipment has exceeded its estimated transit time, periods involving active customs clearance, customs inspection, security screening, documentation review, duty assessment, or other customs-related holds will be excluded.
Delays caused by customs authorities, weather events, transportation disruptions, carrier network interruptions, public holidays, or other circumstances outside our reasonable control do not automatically qualify a shipment as lost.
Lost Packages
A shipment may be considered potentially lost if tracking information shows no meaningful movement for an extended period and the carrier is unable to confirm the package's location or continued transportation.
A package undergoing active customs clearance, customs inspection, or another customs-related procedure will not be considered lost solely because the estimated delivery timeframe has passed.
Where appropriate, we may open an investigation with the carrier before determining that a package is officially lost.
For eligible Priority Express orders covered by Shipping Protection, a confirmed lost package may qualify for replacement or refund after review.
Damaged Packages
If your package arrives damaged, please contact us as soon as possible after delivery.
Please retain the original packaging and provide clear photographs of:
- The external shipping package
- The shipping label
- The damaged item
- Any damage inside the package
For eligible Priority Express shipments covered by Shipping Protection, confirmed transit damage may qualify for replacement or refund after review.
Packages Marked as Delivered but Not Received
If tracking shows that your package has been delivered but you cannot locate it, please first:
- Check around your property or designated delivery location
- Check with household members
- Check with neighbors
- Check with building reception, concierge, or mailroom staff where applicable
- Contact the local carrier or delivery office
If the package still cannot be located, please contact our customer service team. We may request additional information and initiate an investigation with the carrier.
A package marked as delivered is not automatically considered lost. The outcome of any replacement or refund request may depend on the results of the carrier's delivery investigation.
Returned Packages
A package may be returned to the sender for reasons including:
- Incorrect or incomplete shipping address
- Recipient unavailable after delivery attempts
- Failure to collect the package
- Refusal of delivery
- Unpaid customs duties, taxes, or import charges
- Failure to provide information required for customs clearance
If a package is returned for one of these reasons, additional shipping fees may apply if reshipment is requested.
Free Shipping
Free shipping eligibility is generally calculated using the qualifying merchandise subtotal after applicable discounts and before taxes, unless otherwise stated at checkout.
Shipping method availability may vary depending on the destination, order size, product type, and fulfillment requirements. The shipping options shown at checkout are the final options available for your order.
Contact Us
If you have any questions regarding shipping methods, delivery estimates, tracking information, customs clearance, Shipping Protection, delayed shipments, lost packages, or damaged packages, please contact our customer service team. Please include your order number and tracking number so that we can assist you more efficiently.