Shipping & Returns
Due to the global COVID-19 pandemic, couriers and postal services have been overwhelmed with a high volume of packages, causing both delays and unexpected variability in delivery times. While we are working closely with our shipping partners, once packages are with the shipper, there is little we can do to expedite or change your order. To track your orders, check the shipper’s tracking service for the most up-to-date information.
Due to product high demand and global cargo disruptions for bulk shipments, we are shipping directly from our China warehouse to get you your order as quickly as possible. As soon as we have inventory, we will begin fulfilling out of the United States, Brazil and Italy.
We do our best to make our customers happy and will be glad to help you make changes to your order up until the moment it has been shipped from the warehouse. Please note that while we can make shipping address changes, we can’t make changes to your billing address or carrier option. Tracking information is e-mailed within 12 hours of orders being handed to the relevant shipper.
We ship all over the world. At checkout, the shipping options for your area will be calculated. Some of the shipping options include:
|YUN Express||Postal/ Standard**||Moderate – 1 - 2 wks||Excellent||Inexpensive||No|
|EPacket||Postal/ Standard**||Slower – 2 - 4 wks +||Minimal/ Milestones||Inexpensive||No|
|DHL Express||Courier||2 - 7 days||Excellent||Moderate||Yes (Up to US$100)|
* Delivery speeds vary and are dependent on volume, location, and destination. During the holiday season, shipping times can increase by an additional two weeks.
** Packages are handed over to the destination post office for last-mile deliveries and tracking is dependent on their tracking system.
Due to high demand, many products are available only on a pre-order basis. Please take note when you order. Once stock is available, pre-orders will be shipped within 1-3 business days. When your order has been scanned by the shipping service you have chosen, you will receive your tracking number by email.
Taxes and Duties
For shipments outside of the United States, taxes and duties will be charged (country government fees). If you have chosen to use a courier such as DHL, or FedEx, they will charge a fee of approximately USD $15. Unless you choose to pre-pay for taxes and duties at checkout, you will likely be required to pay these fees when you pick up your order at your post office or customs office. United States customers are not charged import duties for orders under USD $800.
Lost or Stolen Products
Package lost or stolen? We’re sorry to hear it. Many items are found within a couple of days. Here are some things to try…
- Verify that the shipping address used by the carrier is correct
- Look around the delivery area like back doors, behind bushes, etc.
- Check with neighbours and household members
- Check for a notice of attempted delivery
If it has been more than 48 hours and your shipping option was YUN EXPRESS or DHL Express, contact us at firstname.lastname@example.org with your tracking number so that we can start a claim for you as these carriers provide package liability insurance covering up to US$100. Postal services are less expensive options and do not offer insurance coverage for missing packages. For a stolen delivery, we recommend the incident be reported to your local authorities.
Nearly all kits arrive by or before the estimated delivery date, although some are delivered after. If your kit has not arrived on the estimated date, we ask that you hold on for an additional 7 days before contacting email@example.com. Once this time has elapsed, we will initiate an investigation into your order’s progress and whereabouts.
Returns & Cancellations
You may cancel your order and receive a full refund up until the moment your order has been shipped from the warehouse.
For orders that have already been shipped, you may return products that have been verified unopened within 30 days of delivery or purchase (whichever is later) for a refund less original shipping costs. For shipments to countries with import taxes and duties, these fees must be paid by customers, or refunds can’t be issued.
You will be responsible for paying return shipping costs.
Opened kits and other products are not eligible for refunds or returns. For the safety of our learners and their parents, we cannot accept returns on used products as they can't be resold.
To initiate a return or cancellation, please contact us at firstname.lastname@example.org and include your order number.