Q: Do you ship your products worldwide?
A: Yes. We ship our products worldwide. Please note that the carrier (FedEx, UPS, DHL) may not be able to deliver the package to the P.O. Box address, so please make sure the address you fill in is detailed when placing your order. It is not recommended to fill in a P.O. Box address.
Q: Do you ship your products for free?
A: Free shipping for most countries. When shipping costs rise, we may charge freight surcharges for specific countries. Currently includes Canada.
Q: What is the coverage of Freight Insurance?
A: After you pay the freight insurance, if the products or accessories you bought are damaged or lost during transportation, we will send you a new product or accessories free of charge immediately. For products with glass, we recommend you to buy freight insurance.
Freight Insurance includes:
1. The damage of the package during transportation. Eg: glass broken, part damage.
2. The loss of the package during transportation. Eg: package loss.
Note:
After we receive the package receipt certificate, the package loss has nothing to do with the freight insurance. After the customer checks the package and the product is not damaged or lost during transportation, the freight insurance expires automatically.
Q: Do you charge any custom taxes?
A: No. We do NOT charge any custom taxes. Please note that different coutry customs may charge you custom taxes. This is not in our control and we do NOT pay any custom taxes for our customers. In addition, customs duties may be collected directly by the customs or by express delivery companies. This point cannot be controlled by us, and we do not assume corresponding responsibilities. Hope customers can actively communicate with customs or express companies. Thank you for your understanding and support.
Q: Which express will you use?
A: DHL, FEDEX, UPS, EMS, EUB, USPS, etc.
Q: How long will you send our orders recently?
A: We will ship out your order within 2-5 working days if the product you ordered is in stock. If the product is out of stock, we will send it to you in 15-60 days. If you ordered several products and some of them are out of stock, we may wait several days and send them in one package, which may help customers reduce unnecessary customs duties. If you need them urgently, please contact us to ship products in stock first.
Q: How long it will take for delivery?
A: Generally it takes 7-14 working days to the entire world. Please make sure someone will sign for it at home to prevent the package from being lost or stolen.
B: For remote areas, the shipping time will be extended, and it generally takes 8-12 working days to deliver packages.
Q： Are you responsible for the lost package?
A： If the express company provides the proof of delivery to our company, we will not be responsible for the lost package. If your package is about to arrive at the order address, please make sure there is someone at home. Affected Covid-19, your package may be placed in the yard/door. To avoid losing your package, you can also fill in the warehouse address where the package will be accepted.
Q: Will my order delayed?
A: It may be delayed for some reasons for 10-20 days, like COVID-19, Express weight limit policy and so on. If your package is delayed, please don't worry, you can contact our support team and we will help you.
Q: Why do I buy multiple products but only receive one?
A: This may be because we send your products separately due to the stock reason or express limited reason. Please don't worry, we will send all the ordered products to our customers. If you don't receive our product, you can contact us by email and we will check the delivery record for you. If we do not send the product due to our mistake, we will arrange the delivery as soon as possible.
Q: Can I change the address after the package is sent out?
A: When the buyer fills in the order address, please ensure that the address you provide is correct. We will not be responsible if the package is lost or returned to the sender due to the wrong address provided by the recipient themselves. We can't change your shipping address once your package has been sent out. If the package is returned due to the buyer's reason, the return shipping cost shall be borne by the buyer. (PS: If the package has not been sent, please contact support@pomoly.com for help.)
