Shipping & Logistics Guide

We are a dedicated team working hard to deliver your items safely and efficiently. Because we operate globally, transit times and customs processes will vary depending on where you are. Please review this guide to understand how your order moves from our hands to yours.

Fulfillment & Delivery Timelines

When selecting your shipping method at checkout, please keep in mind that Standard Shipping is designed to be cost-effective and will naturally take longer than Express Shipping. If you require your items by a strict deadline, we highly recommend upgrading to Express.

Product Care & Regional Variability

Because we source and deliver products globally, it is important to understand that items behave differently depending on where they are used and stored. Each country maintains unique manufacturing standards, and environmental factors significantly impact product durability:

• Climate & Humidity: Materials like textiles, leathers, and woods react differently to your local climate. Clothing fabrics designed for Western, drier climates may feel or perform differently in high-humidity regions, and vice versa.
• Durability Factors: The longevity of an item depends heavily on its environment. Factors such as regional air quality, salinity (if living near the coast), and water mineral content can affect finishings.
• Storage & Maintenance: Jewelry, for example, is sensitive to localized conditions. High humidity can lead to oxidation or tarnishing, while frequent exposure to certain water sources or chemicals can degrade protective coatings.
• Regional Standards: Sizing, material compositions, and manufacturing finishes often vary by country to suit local preferences and standards. We encourage you to research the specific requirements for your environment to maximize the life of your purchase.

Decoding Your Tracking Status

Tracking international shipments can sometimes be confusing, but in most cases, you will receive regular tracking updates as your package is scanned at every transit facility along the way.

• Label Created / Shipment Not Yet Received
  The Last-Mile Gap: This means your package has left our facility and is currently in the air or at sea crossing the ocean. Your local carrier has generated the route, but they cannot physically scan the package until it lands in your country and passes customs.
• In Transit / On Its Way
  Your package is actively moving through the global network. It is normal for tracking to pause for several days while the package transits between major global sorting hubs or crosses international borders. "No updates" does not mean it is lost; it is simply between checkpoints.
• Customs Clearance / Held at Customs
  Your parcel has reached your country and is being reviewed by border agents. This is a mandatory government process. If they require documentation or duty payments, the carrier or customs officials will reach out to you directly.
• Arrived at Local Facility
  The package has cleared international checkpoints and has been handed over to your local postal office or domestic delivery hub.
• Out for Delivery
  Your package is on the local delivery truck and will arrive today.
• Delivery Exception / Notice Left
  The driver attempted delivery but was unsuccessful. Please check your door for a slip and contact your local post office immediately to arrange redelivery.
• Available for Pickup
  Your package is safely waiting at your local post office, depot, or locker. Please collect it as soon as possible, or the carrier may return it to us.

Global Status & Transit Delays

We monitor global shipping conditions daily. Due to logistical constraints or regional conflicts, deliveries to the following areas currently require extra transit time:

• Conflict Zones: Israel, Ukraine, and Belarus.
• High-Volume Hubs: Regions experiencing severe port congestion or seasonal surges.

For the latest real-time network updates, please visit our Service Status Page.

Order Modifications & Address Restrictions

We process orders as quickly as possible. If you need to change your shipping address or cancel your order, please contact us within 12 hours of placing it. Additionally, depending on the size of your item and the carrier required, we may not be able to deliver to P.O. Boxes or APO/FPO addresses; please provide a physical residential or business address at checkout.

Duties, Taxes & Customs

Lost, Damaged & Missing Packages

If you experience an issue, please contact us within 48 hours of delivery for damaged items. For lost shipments, we initiate investigations after 14 business days (30 days for international). If your package is marked "delivered" but is missing, please check your surroundings and with neighbors before contacting us for a trace.

Refused Deliveries & Returns

Return shipping, storage, and re-importation fees will be deducted from your refund if a delivery is refused or duties are ignored. If a carrier destroys an abandoned package, we cannot issue a refund.

Country-Specific Requirements

To avoid customs delays, please ensure your details are complete (e.g., CPF/CNPJ for Brazil, EORI for Germany, full legal name for Russia, and tax IDs for South America).

Communication Protocol

• Support Hours: Monday–Friday, 10 a.m. – 2 p.m. PST.
• Response Time: We typically reply within 24–72 hours.
• Following Up: Please avoid sending multiple messages within the first 24 hours, as this resets your position in our queue and slows down our ability to help you.

Need help with your order? Reach out to us during business hours—we're here for you.