Shipping Policy

Shipping & Delivery Policy

Our goal is to offer you the best shipping options, no matter where you live. We deliver to hundreds of customers across the world every day, and we strive to provide you with services of the highest level.

2. Delivery Coverage & Shipping Methods

We provide Standard Shipping and Express Shipping to the following regions. For remote areas, additional delivery time may be required:

3. Order Processing Time

The processing time refers to the period required to verify your order, prepare products, and dispatch the package after payment confirmation.

• Normal processing: 1-2 business days (excludes weekends and Hong Kong public holidays).
• Extended processing (possible scenarios):
  • Incorrect or incomplete shipping information (e.g., missing postal code, wrong phone number).
  • Undeliverable address (e.g., PO Boxes, APO/FPO addresses, military zones).
  • Out-of-stock items or custom orders (we will notify you within 24 hours).
• Notification: We will contact you via email within 24 hours if any issues delay your order processing.

4. Shipping Time & Delays

Shipping time is calculated from the date of dispatch (after processing is completed) and does not include processing time. Estimated times are for reference only; delays may occur due to unforeseen factors:

• Force majeure: Bad weather (storms, typhoons), natural disasters, public health emergencies.
• Logistics factors: Customs clearance delays, courier operational issues, peak seasons (e.g., Black Friday, Christmas).
• Public holidays: Both Hong Kong and destination country/region holidays may affect delivery.

We appreciate your kind understanding for any possible inconvenience caused by delays. We will keep you updated if significant delays occur.

5. Tracking & Notification

• Dispatch notification: You will receive an email with a tracking number once your order is shipped.
• Track your package: Use the tracking number on the courier’s official website (e.g., DHL, FedEx, USPS) or our website’s "Order Tracking" page.
• Status updates: The courier will provide real-time updates (e.g., in transit, out for delivery, delivered) via their platform.

6. Customs, Duties & Taxes

For international orders, customs duties, taxes, or import fees may be imposed by the destination country/region. These charges are the sole responsibility of the recipient and are not included in the product price or shipping fee.

• We will provide a commercial invoice with accurate product details (value, quantity, description) to facilitate customs clearance.
• We recommend checking local customs regulations before placing an order to understand potential charges.
• Refusal to pay customs fees may result in the package being returned or abandoned, and we will not refund the product price or shipping fee in such cases.

7. Shipping Restrictions

We do not deliver to the following addresses or regions:

• Post Office (PO) Boxes, APO/FPO addresses, and military zones.
• Sanctioned countries/regions (in compliance with international trade regulations).
• Remote areas with no courier coverage (we will notify you if your address is undeliverable).

8. Claims for Lost/Damaged Shipments

• Report timeframe: Contact us within 7 days of the estimated delivery date for lost shipments, or within 48 hours of receipt for damaged items.
• Required documents: Order number, tracking number, photos/videos of the damaged item and packaging, delivery confirmation.
• Resolution: We will initiate an investigation with the courier. Upon confirmation, we will offer a full refund, replacement, or reshipment (at our discretion).

This Shipping & Delivery Policy is governed by the laws of the Hong Kong Special Administrative Region. For further inquiries, contact us at support@eonwooo.com or +852 5412 7760.