• Typically, our staff begins processing orders and forwarding them to fulfillment centers within 12 business hours.
  Processing time doesn’t immediately start from the moment you placed your order after your payment is authorized and verified, so please be patient with us.
• Once your order is ready to ship, a tracking link will be emailed to you for easy package tracking.
• Read the table below for details about our main products’ processing and shipping times. (“day” in this table is business day)

NOTE

• Please ensure all delivery information is correct.
  In case delivery fails because of incorrect shipping address, please contact us as soon as possible so that we can recover the package and reroute the
  shipment.
  You are required to communicate with us and pay for all service fees in this case. Reshipments may take several weeks to complete.
  In case you take too long or don’t cooperate with us during this process, the package might be lost and no longer retrievable. We will not refund or replace your order if that happens.
• For international orders, customs clearance might prolong the shipping time. We have no power to influence the process and we apologize for any
  inconvenience due to delivery delays caused by slow customs clearance.
• If there is any incorrect or missing delivery information that we can detect on our end, we will contact you for an update. This process require additional time and might extend our processing time.
• Logistics might be delayed due to bad weather conditions or other unexpected circumstances beyond our control.

• Yes, we can ship all products to PO boxes and military APO/FPO addresses.
• Orders shipped to APO addresses are handled by DHL Globalmail and then transferred to USPS for final delivery via the military mail system.
  Deliveries to APO addresses may take up to an additional 45 days to arrive.
• Please note that once the package enters the military mail system, tracking updates cease for security reasons, and we are unable to provide tracking information.
• IMPORTANT: For shoe orders, please ensure that your PO box has sufficient space to accommodate the item, as delivery may fail otherwise.

• Items shipped internationally from the US are sent DDU (Delivered Duty Unpaid), and we do not collect VAT (Value Added Taxes). Any taxes, duties, and customs fees are the responsibility of the package recipient.
• Depending on your country, your package may incur local customs or VAT charges. We suggest contacting your local customs office for further information on your country’s customs policies.

• VAT rules for EU-bound orders have changed as of July 1, 2021.
• There are now two VAT regimes:
  • One Stop Shop (OSS) for EU-to-EU sales.
  • Import One Stop Shop (IOSS) for imports from countries outside the EU to the EU.
• To learn more about the two regimes, click here.
• For standard VAT rates in EU countries, click here.
• Please note: These rules do not affect how VAT is applied to orders to the UK, as it is no longer part of the EU.

• Unfortunately, we do not currently offer expedited shipping as all our
  products are custom made-to-order after each purchase.
  However, we are exploring options to expand our shipping services for you. Please contact us for more information.

• Unfortunately, we do not offer shipping to multiple addresses for a single order.
  If you would like items delivered to multiple addresses, please place those orders separately.

• If your package is lost in transit, don’t worry! We’ll reprint it and
  resend it once the estimated delivery time has passed.
  There will be no additional fee for the reprint.

• Yes! You’ll receive an email with tracking information once your order ships.
  If your shipping destination is within the United States, our shipping partner always offers complete tracking for each shipment. You can track your order on our website once tracking information is available. Feel free to contact us via email for updates on your order.

• If tracking isn’t available on your dashboard, please contact our support team or check your email inbox again.
  Tracking may sometimes be sent via email instead.

• If the tracking shows that the package has been delivered but you haven’t received it, please try the following solutions:
  • Search around your neighborhood, as sometimes items are misplaced or stolen upon delivery.
  • Double-check if you have entered the correct shipping address.
  • Contact the shipping service, as sometimes products are delivered late and mistakenly scanned as delivered.
• Note:
  • We are not responsible if your order is delivered to the wrong address or returned to sender.
  • If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your parcel, we are not responsible if the parcel gets lost, stolen, or damaged.