Shipping policy

Shipping Methods

Express Shipping

  • Delivered via DHL, FedEx, or UPS, typically within 5–7 business days.
  • For certain destinations, EMS may be used at our discretion.

Standard Shipping

  • Shipped via China Post or USPS, with an estimated delivery time of 2–3 weeks.

Special Line (Singapore & Malaysia)

  • Orders are shipped via a dedicated line, arriving within 5–7 business days.
Order Processing & Handling

Processing Time

  • Ready stock: ships within 3–5 business days
  • Preorders: shipped according to the stated timeline in the product description
  • Mixed orders: shipped together once all items are ready
Split Shipment Option

Ready stock can be shipped first for an additional USD 25. Please contact us to arrange.

Tracking details will be sent via email once your order has been dispatched.

Orders cannot be cancelled, modified, or expedited once shipped.

Shipping Zones & Estimated Delivery Times

Delivery times are estimates only and may vary.

1. Priority Shipping Regions

  • Europe, North America, Asia, Oceania
  • Standard: 15–20 business days
  • Express: 5–8 business days

2. Normal Shipping Regions

  • Selected parts of Asia, Europe, Africa, and the Americas
  • Standard: 15–30 business days

3. Remote Shipping Regions

  • All other countries
  • Standard: 20–40 business days
  • Free shipping is not available
  • Additional remote area surcharges may apply
  • Some addresses may be undeliverable
  • Undeliverable or rejected shipments will not be refunded
  • Examples include Alaska, Guam, APO/FPO addresses, and overseas territories (e.g., Réunion).

Please refer to the courier’s official remote area list for details.

Delivery Delays & Liability Disclaimer

All delivery timeframes are estimates only and are not guaranteed.

We are not liable for any delays caused by factors beyond our control, including but not limited to:

  • Public holidays (including Chinese New Year and peak seasons)
  • Flight delays or logistical disruptions
  • Customs inspections or clearance delays
  • Weather conditions or force majeure events

Delays do not qualify for refunds, cancellations, or compensation.

 

Customs Duties, VAT & Taxes

International orders may be subject to customs duties, VAT, or import taxes, which are the sole responsibility of the recipient.

For Express Shipping (DHL, FedEx, UPS), taxes and duties are not included at checkout and will be billed separately by the courier.

If customs duties or taxes are not paid:

  • The parcel may be returned or destroyed by the courier
  • The order will be considered fulfilled
  • No refund, exchange, or compensation will be issued under any circumstances

Please refer to our Customs Duties & Taxes section for more details.

 

Delivery Issues

Marked as Delivered but Not Received

Customers must check with their local post office, neighbors, or building management.

We are not responsible for lost or stolen parcels once delivery is confirmed by the courier.

Failed Delivery / Unavailable Recipient

If delivery attempts fail, parcels may be held for a limited period (typically 5–10 working days).

Uncollected parcels may be returned or destroyed.

No refund will be issued for uncollected shipments.

Lost or Damaged Packages

We are not liable for lost, stolen, or damaged parcels during transit.

Customers are responsible for monitoring tracking updates and ensuring successful delivery.

Order Tracking

Track your parcel directly:

  • DHL: https://www.dhl.com/sg-en/home/tracking.html
  • FedEx: https://www.fedex.com/en-sg/home.html
  • UPS: https://www.ups.com/track
  • USPS: https://tools.usps.com/go/TrackConfirmAction_input
  • China Post: https://www.17track.net/en
  • EMS: https://www.ems.post/en/global-network/tracking

 

Contact Us

For support: support@thehanfustory.com

Please allow 2-4 business days for a response.