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Shipping & Returns Policy
How shipping works for group buys, when to expect delivery, and what to do if something goes wrong.
You're only charged once MOQ is confirmed
How Shipping Works
All group-buy orders ship once the product's Minimum Order Quantity (MOQ) is reached and the supplier confirms dispatch.
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Payment Protection
Until then, your payment remains on hold in escrow (you're only charged once the group is confirmed).
Once MOQ is hit:
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We consolidate shipments wherever possible to keep costs low.
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Some items may ship separately depending on supplier location or stock availability.
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Tracking details are shared automatically via your Account → Orders page and the Messages tab.
Estimated Delivery Timeline
| Stage | Typical timeframe | Notes |
|---|---|---|
| Pool completion (MOQ reached) | Varies by product demand | We'll notify you when your pool completes. |
| Supplier prep & handoff | 3-10 business days | Includes packing, quality check, and export clearance. |
| International transit | 5-15 business days | Dependent on route, carrier, and customs. |
| Domestic last-mile | 2-7 business days | Local courier delivery; varies by country. |
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All timeframes are estimates and not guarantees. Weather, customs, or courier delays may extend delivery windows.
Split Shipping Policy
To get your products faster:
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Some items may ship separately (e.g., if sourced from different factories).
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Each parcel includes its own tracking number and delivery status.
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You'll never be double-charged - any extra shipping is absorbed by us.
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Real-time tracking
In your Order Tracking page, we show real-time progress like: "2 of 3 shipments delivered."
International Shipping & Surcharges
We ship to most countries worldwide via verified logistics partners (YunExpress, 4PX, SF Express, Aramex, etc.).
| Destination | Shipping Method | Estimated Surcharge | Notes |
|---|---|---|---|
| Southeast Asia | Standard Air | +US$0-2 | Usually included |
| USA / EU | Economy Air | +US$3-5 | Excludes VAT |
| Remote Regions | EMS / DHL | +US$10+ | Calculated at checkout |
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Pro Tip (Business Users): If you're running bulk imports or resale, we support Delivered Duty Paid (DDP) lanes for select markets so your customers don't face customs on delivery.
Dynamic Shipping Costs
Shipping costs automatically decrease as group size increases.
Each product has its own shipping curve based on:
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Product weight or size
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Destination region
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Total confirmed buyers in the group
Example Shipping Tiers:
| Group Size | Small Items | Medium Items | Large Items |
|---|---|---|---|
| 1-9 pcs | $5.00 | $8.00 | $15.00 |
| 10-24 pcs | $3.50 | $6.00 | $12.00 |
| 25-49 pcs | $2.50 | $4.50 | $10.00 |
| 50-99 pcs | $1.80 | $3.50 | $8.50 |
| 100+ pcs | $1.20 | $2.90 | $7.00 |
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Cheaper shipping tiers unlock automatically when your group grows.
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You'll only be charged the final confirmed rate when MOQ is hit.
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If actual shipping ends up cheaper than the estimate, we'll automatically refund or credit the difference.
Lost or Damaged Items Procedure
Every parcel is insured until it's marked "Delivered."
If your item is lost or damaged:
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Contact support within 7 days of estimated delivery.
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Include your Order ID and photos (for damage).
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We'll verify with the courier and supplier.
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Once confirmed, we'll offer a replacement or credit refund depending on availability.
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Investigation may take 5-10 business days depending on courier response. Refunds are always issued to your original payment method.
Return & Refund Eligibility
Because of the group-buy model, we don't support change-of-mind returns - it keeps pricing fair for all members.
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Covered Scenarios
- •Damaged during transit (with proof)
- •Wrong item received
- •Product materially not as described
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Not Covered
- •Change of mind or buyer's remorse
- •Used or altered items
- •Missing accessories or packaging
- •Damage caused by misuse or installation error
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MOQ Protection: If a group doesn't reach its MOQ by the deadline: You're not charged at all. Any pre-authorization or hold is automatically voided.
Customs, Duties & Taxes
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We auto-detect routes that qualify for DDP (Delivered Duty Paid) whenever possible - meaning duties and taxes are prepaid.
For DDU (Delivered Duty Unpaid) routes:
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Your local customs may contact you for payment before delivery.
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Any unpaid duties or VAT are the buyer's responsibility.
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Transparency: We'll always specify the route type (DDP or DDU) during checkout.
Contact & Dispute Resolution
Need help with a shipment or return?
Please include your Order ID when reaching out.
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Operating Hours: Mon-Fri, 9:00-18:00 (UTC+8)
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Report an Issue: via your Order Tracking page
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Payments made via Stripe or PayPal remain eligible for their Buyer Protection policies in unresolved cases.
This policy is a summary and doesn't override our Terms of Service or applicable consumer protection laws.