ORDER & SHIPPING (GLOBAL)

CHINASQUAD exists to make contemporary Chinese design effortless to access from anywhere. Our shipping policy prioritizes clarity, speed, and fairness. We combine a global fulfilment footprint with transparent timelines and pragmatic problem-solving when parcels encounter obstacles. This document explains, in detail, how orders travel from our warehouses to your door, what you can expect at each step, and what actions to take if reality diverges from plan. It is long and thorough by design—so that expectations are aligned before you click “Place Order.”

We offer free standard shipping on orders of USD $99 or more to supported destinations. Below this threshold, standard shipping fees are shown at checkout and vary by destination, basket composition, and courier availability. DHL Express and other express upgrades are optional paid services where available; the service and fee are shown before payment.

• Currency: thresholds are evaluated in USD-equivalent at real-time checkout rates.
• Exclusions: extremely remote regions, oversize pieces, or dangerous-goods categories may require a surcharge even above the threshold; any such fee is presented before payment.

1. Order Placed: You receive an automatic email confirmation. This acknowledges receipt—not acceptance.
2. Fraud & Payment Check: We may run automated or manual verifications to protect cardholders and our community.
3. Allocation: We assign items to a fulfilment location in Hong Kong/China or the United States based on stock and destination.
4. Processing: In-stock items are usually prepared for dispatch within 48 hours. Pre-orders follow the dispatch or production schedule stated on the product page.
5. Handover to Carrier: Transit estimates start when the parcel is handed to the carrier, not when the order is placed or a label is created. Early tracking scans can be sparse, particularly on cross-border routes.
6. Customs & Linehaul: International parcels may require customs clearance. See Section 11 for DDP import duties and separately payable local taxes.
7. Last-mile: Parcels may transfer to a regional or national carrier for final delivery. We send tracking updates by email.
8. Delivered: Some destinations require a signature; some allow authorized safe drop.

For address or timing changes after checkout, see Section 18.

• Processing working days: Monday–Saturday, excluding local public holidays.
• In stock: usually dispatched within 48 hours, unless the product page states a different dispatch schedule.
• Pre-order: follow the product page’s stated dispatch or production schedule. A typical 7–25-day production window is an estimate only and does not replace a product-specific date.

Processing and transit are separate. Add processing time to the standard or express transit estimate to plan an approximate arrival window. Choosing DHL does not shorten pre-order production or remove processing time.

Peak seasons, public holidays, or rare stock audits can extend processing. If an item becomes unavailable after you order, we will notify you and refund that item promptly.

We fulfil orders from Hong Kong/China and U.S. locations. The dispatch location depends on the item’s stock and your destination.

• Hong Kong/China: cross-border fulfilment for Asia-Pacific, Europe, the Middle East, Africa and the Americas.
• United States: domestic fulfilment when the ordered item is available in U.S. stock; some inventory may also serve Canada or nearby destinations.

Inventory placement reflects demand, seasonal collections and partner-brand lead times. An order with a U.S. delivery address is not automatically dispatched from a U.S. warehouse. Use the transit range for the assigned route; mixed-stock orders may ship in separate parcels.

These are standard-shipping transit estimates in business days after dispatch, starting when the parcel is handed to the carrier. They exclude order processing and pre-order production time. The dispatch location depends on stock. Customs clearance, weather, public holidays and remote-area routing can extend delivery; these ranges are not guaranteed arrival dates.

DHL Express is an optional paid upgrade, typically 2–4 business days after dispatch, where offered for your order at checkout. Comparable premium services may also be available. Eligibility and price depend on the delivery address, item type, and parcel weight or volume.

The 2–4-business-day estimate is transit time only. It excludes processing, pre-order production and any customs or carrier delays. It is not a worldwide delivery guarantee from the date of purchase. Check the available service, quoted fee and any order-specific estimate before paying. Provide an accurate phone number for courier coordination.

We work with DHL, UPS, FedEx, Royal Mail, New Zealand Post, Colissimo, and reputable regional partners. For cost-optimized international lanes, first-mile or linehaul may involve YunExpress or JCEX with handoff to your domestic postal or courier network.

• Scan Gaps: Export parcels may show “label created” or “in transit” without granular updates until they clear the next hub. This is expected.
• Multi-Tracking: Some networks issue a new local tracking ID upon entry; we aim to sync and email that automatically.
• Notifications: Depending on carrier, SMS/email updates may be available; carrier data rates may apply.

Accurate addresses are critical. Our system may standardize formats, but ultimate correctness rests with the purchaser. Before paying, please verify:

• Full legal name of recipient (no initials for countries that require national IDs)
• Local-language format where required by customs
• Apartment/suite number, building name, gate codes
• Valid phone number reachable during business hours

We may contact you for clarifications. Orders can be held until the address passes basic plausibility checks.

To speed delivery, we sometimes split orders across warehouses or as items become ready (especially when pre-orders are involved). If you prefer a single consolidated shipment—for gifts or coordinated deliveries—please tell Client Services promptly after checkout. Consolidation can delay dispatch until all items are available.

Import duties are included for destinations and services offered on a DDP (Delivered Duty Paid) basis. Available delivery services, shipping charges and any separately payable taxes are shown at checkout before payment.

Duty-inclusive does not mean all local taxes are included. U.S. state or local sales tax, or other domestic VAT/GST, may be charged separately where required. Review the checkout total for your destination.

• South Korea: provide PCCC (personal customs code), recipient name in Hangul, and matching phone number.
• Brazil: provide CPF/CNPJ for imports; ensure it matches recipient records.
• Italy & Spain: carriers sometimes request Codice Fiscale / NIF for customs—have it ready.
• Saudi Arabia & UAE: detailed address + reachable phone required; delivery scheduling is common.
• Taiwan: complete EZ WAY real-name verification when requested.
• Chile: carriers may request a RUT (tax ID) for customs—have it ready.
• United States: for certain high-value or special-category imports, customs may request IRS/EIN/SSN.

Requirements evolve. If your country mandates additional data, our team or the carrier may contact you to collect it securely.

We comply with international sanctions and export controls. We do not ship to embargoed regions or ship items restricted by law (e.g., Unauthentic & fake items, hazardous materials, certain cosmetics in aerosol form, or products barred by local regulations). If an item is legally restricted in your jurisdiction, we will cancel and refund it.

• Signature Required: Some shipments default to signature. If your destination allows opting out during checkout, you authorize safe-drop and accept post-delivery risk.
• Leave at Door / Parcel Locker: Where supported, you can instruct carriers via their portals. Such instructions may shift liability after delivery.
• Hold for Pickup: Carriers may reroute parcels to access points for secure collection; bring ID matching the addressee name.

If delivery fails for a customer-side reason, the parcel may return to origin or be abandoned by the carrier under local rules. Customer-side reasons are:

• an incorrect or incomplete address, name or phone number entered at checkout;
• an address that can no longer receive the parcel, for example after a move or at a temporary address;
• an inaccessible location or repeated missed delivery attempts;
• a refused parcel (if you are asked to pay unexpected duties or fees, contact us before paying or refusing it);
• a parcel not collected within the carrier's holding period;
• a phone number at which the recipient cannot be reached by the carrier or customs;
• customs information or ID that was requested but not provided (for example, a PCCC for South Korea, EZ WAY verification for Taiwan, or a tax ID for Italy, Spain, Brazil or Chile).

If the carrier diverts a parcel to a pickup point you did not choose and does not notify you, that is not a failure to collect on your part. Nor is a failed delivery caused by our not applying a change or cancellation we had confirmed. In customer-side cases, CHINASQUAD is not obliged to compensate or to reship free of charge. We will, however, help coordinate reattempts when feasible; you should also contact the carrier proactively.

Storage fees, re-delivery fees, return fees or re-export costs (if any) are the responsibility of the customer when the failure arises from customer-side causes. Nothing in this section limits any rights that cannot lawfully be excluded.

16.1 Late Parcels

Transit windows are estimates. Weather, customs, air-cargo capacity or local events may cause delays. If your parcel shows no movement beyond the typical window for its route, contact us so we can open a trace with the carrier.

16.2 Lost Parcels

We treat a shipment as potentially lost when it exceeds the carrier’s maximum investigation window without scans. We will offer a replacement or refund after the carrier confirms the loss or after a reasonable investigation period.

16.3 Damaged, Defective or Incorrect Items

If an item arrives damaged, defective or incorrect, contact info@chinasquad.com within 24 hours of delivery. Keep the packaging and provide one continuous, unedited video clearly showing the entire package, packing slip, affected item laid flat, size label and reported issue, so we can verify the claim with our warehouse and the designer brand.

Refunds or compensation are not issued before verification is complete. Confirmed issues will be resolved accordingly. Claims submitted after 24 hours may not be accepted, subject to applicable consumer protection laws. See the Returns & Exchanges policy for the full process.

Pre-order windows reflect maker schedules and may change for craftsmanship or material reasons. The dispatch or production estimate stated on the product page applies to that item. A typical 7–25-day production window is a general estimate only. Standard or express transit starts after dispatch and is additional to production and processing. If a pre-order experiences a material delay, we will contact you with options.

• Split option: ship ready items first (see Section 10), or
• Hold option: ship all items together when the final pre-order piece is ready.

To cancel a pre-order, made-to-order or customized piece, contact us right away by replying to your order confirmation email. These items may not be cancelled once production, customization or sourcing has started, and no item can be cancelled after it ships (see Section 18).

To change or cancel an order, contact us right away, for example by replying to your order confirmation email. Changes to the address or items, and cancellations, are only possible before the order ships, and they are confirmed only when we reply to confirm them. Once a parcel has shipped, we cannot cancel it, change its address or items, or intercept it. In a split shipment, items not yet shipped can still be cancelled or changed before they ship. Any redirect or hold service is offered by the carrier at its discretion, and any fee the carrier charges for it is payable by you. If we confirmed your cancellation and the order still ships, we will cover the return shipping and refund you in full. Otherwise, you can return eligible items after delivery under our Returns & Exchanges Policy. Nothing in this section limits any rights that cannot lawfully be excluded. For gift consolidation requests, notify us quickly to avoid split dispatch.

• Gift Receipt: Available for many destinations; prices are omitted on the in-box slip, you can also ask us to customize your greeting card.
• Commercial Invoice: Cross-border shipments must include a commercial invoice for customs compliance; values reflect the transaction.
• Packaging: We aim for a premium unboxing while minimizing waste; multiple items may share one box.

We prioritize recyclable materials, right-sized cartons, and consolidated shipments where sensible. We balance protection (to prevent damage waste) with material reduction. Whenever feasible, fillers and polybags are recycled-content or curbside-recyclable. We continuously test new materials that meet durability requirements.

Global holidays (Golden Week, Lunar New Year, Black Friday/Cyber week, Christmas, Eid, etc.) compress network capacity. We recommend ordering earlier than usual. Cut-off times for guaranteed-by dates (if announced) may vary by region and product. Weather advisories can supersede guarantees.

To protect customers, CHINASQUAD may perform enhanced verification on flagged orders (mismatched billing/shipping, unusual basket values, VPN/anonymized IPs, etc.). We may request additional confirmation (partial bank statement redacted, government ID with sensitive fields masked, or phone confirmation). Refusal to cooperate may result in cancellation and refund to the original payment method.

• Display Currency: For convenience, we show prices in multiple currencies. The charged currency and rate appear at checkout.
• Taxes: Domestic VAT/GST or U.S. state/local taxes may be shown and charged separately when required by law.
• Adjustments: If an inadvertent pricing error occurs, we may cancel and refund the item before shipment.

We are not liable for delays or non-performance caused by events beyond our reasonable control, including but not limited to weather, natural disasters, public health emergencies, strikes, acts of government, war, civil disturbances, power or internet outages, carrier network failures, or customs system disruptions. We will resume normal operations as soon as practicable and keep you informed.

Please use the relevant reporting process below. The delivery date applies to received items; non-delivery is assessed against the route’s expected transit window.

• Damaged, defective or incorrect items: contact us within 24 hours of delivery and submit one continuous, unedited video showing the entire package, packing slip, affected item laid flat, size label and issue. Verification with the warehouse and designer brand must be completed before refunds or compensation. Late claims may not be accepted, subject to applicable consumer protection laws. See Section 16.3 and the Returns & Exchanges policy.
• Non-delivery: contact us if there are no scans or no delivery after the upper end of your route’s typical range; we will open a trace.
• Short shipment: report missing items within 7 days of delivery so we can check split shipments and packaging records, where available.

For carrier investigations, we may request a loss affidavit or damage attestation and supporting evidence. The 24-hour item-issue process does not replace the separate non-delivery or missing-item reporting process.

• PO Boxes: Not all services deliver to PO boxes; if unavailable, we’ll ask for a street address.
• APO/FPO/DPO: Some items or carriers cannot serve military mail. We’ll advise alternatives where possible.
• Remote Areas: Carriers may apply surcharges or extended transit times; we display fees where known.

Certain coats, boots, or multi-piece sets can be volumetric-heavy. Where dimensional weight triggers courier surcharges, we surface the fee at checkout. We continually optimize cartonization to reduce such costs and environmental impact.

Risk of loss passes to you upon delivery to the address provided or according to carrier records of successful delivery, including authorized safe-drop where you opted to waive signature. Title transfers upon our acceptance of your order and tender of the goods to the carrier, subject to applicable law.

We’re here to help with pre-purchase questions, address checks, courier preferences, and post-shipment traces. Please include your order number in all emails.

We refine this policy as carriers, customs, and markets evolve. The version date above reflects the latest update. Material changes are announced on-site; for active pre-orders, we will email any change that meaningfully affects your shipment.