1.Order Processing Time
- Processing Time: Orders are processed within 1-3 business days, which includes order verification, quality checks, and packaging.
Note: 3-7 Business Days For Handpan Drums.
- Business Days: Our processing and shipping operations are conducted Monday through Friday, excluding weekends and public holidays.
2.Shipping Fees
For orders over $59, we offer free shipping. For orders under $59, the shipping cost will be automatically calculated at checkout based on the weight of your order.
3.Shipping Destinations and Delivery Times
We proudly ship our products to various countries worldwide. Below is a detailed breakdown of our shipping destinations and estimated delivery times:
North America:
United States (excluding APO/FPO military addresses):
- Free shipping: 15-20 business days.
- -Expedited shipping (additional cost): 5-12 business days.
Canada:
- Free shipping: 15-20 business days.
- Expedited shipping (additional cost): 5-15 business days.
South America:
Brazil:
- Free shipping: 15-25 business days.
- Expedited shipping (additional cost): 5-12 business days.
Europe:
- Free shipping: 15-20 business days.
- Expedited shipping (additional cost): 5-12 business days.
Note: We do not ship to the UK’s overseas territories and offshore islands, including the British Indian Ocean Territory, British Virgin Islands, Guernsey, and Jersey.
Asia:
Japan, Korea, Singapore, Philippines, Thailand, Vietnam, Indonesia, Russia, Cyprus,Malaysia, Taiwan China, Hong Kong SAR, Macao SAR:
- Free shipping: 15-20 business days.
Oceania:
Australia:
- Free shipping: 15-20 business days.
- Expedited shipping (additional cost): 5-12 business days.
Africa:
We currently do not support shipping to African countries.
Important Notes:
1. Customs and Delays: Shipping times do not include customs clearance delays (if applicable). Due to varying customs procedures, delivery may take up to 30 days in certain countries.
2. Delivery Delays: While we ship as requested, we cannot guarantee delivery within a specific number of days. Factors like holidays, bad weather, strikes, or wars may delay your shipment.
3. Remote Area Shipping Fees: If your address is in a remote area, additional fees may apply. We will notify you of the exact amount via email, SMS, or WhatsApp based on the carrier's rates. If we do not receive a response within two days, we will assume your consent to ship via alternative channels, which may result in longer delivery times. Thank you for your understanding.
4.Customs, Duties, and Taxes
For different countries and regions, we offer DDP (Delivered Duty Paid) shipping, which means no customs duties or taxes will be charged to the buyer. These fees are covered by HLURU. However, if you are located in a remote area, you will not be eligible for DDP shipping and must use express courier shipping, which will incur customs duties and taxes. Each country has different regulations regarding customs fees, so we recommend checking with your local customs or tax authority for the specific rules and charges.
Customs Clearance:Customs authorities are government agencies responsible for regulating goods entering or leaving a country or region. All shipments must go through customs clearance before they are delivered.
Please note: Customs clearance and payment of associated duties are always the responsibility of the buyer.
Import Duties and Taxes:
In most countries, imported goods are subject to taxes or duties. Some items may be exempt from these fees, usually based on their value or category.
- Important: As customs regulations and tax policies vary by country, we are unable to provide advice on specific rules, regulations, or potential exemptions in your area.
- It is the buyer’s responsibility to research and understand the applicable customs and tax rules in their country before placing an order.
Payment of Duties & Taxes:
If import taxes, customs duties, or sales taxes are required, they will be collected by the courier service at the time of delivery.
- These fees must be paid directly to the courier when you receive your package. We are unable to pre-calculate or collect these fees on your behalf.
- If you are sending a gift or shipping to someone else, please ensure that they are aware that customs duties may be payable upon delivery.
Return Policy for Unpaid Duties/Taxes:
If a package is returned due to unpaid customs duties or taxes, HLURU will not be responsible for issuing a refund.
Please ensure you understand the potential for these fees before placing an order.
If you have any questions or concerns regarding customs or taxes, we strongly recommend you contact your local customs or tax authority.
5.Tracking Your Order
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. This number can be used to monitor your order's status through the carrier's website. Please allow up to 48 hours for tracking information to update.
6.Address Accuracy
Please ensure your shipping address is accurate and complete at the time of purchase. We are not responsible for orders delivered to incorrect addresses due to customer error. If you need to change your shipping address after placing an order, please contact us immediately. While we will do our best to accommodate your request, we cannot guarantee changes once the order has been processed.
7.Lost or Damaged Packages
- Lost Packages: If your package is lost in transit, please contact us as soon as possible. We will work with the carrier to locate your package or file a claim if necessary.
- Damaged Packages: If your package arrives damaged, please retain all packaging materials and take photographs of the damage. Contact us within 7 days of receiving the package to initiate a claim.
8.Returns and Exchanges
For information on returns and exchanges, please refer to our Return&Refund Policy. Shipping fees for returns and exchanges are the responsibility of the customer unless the item was damaged or defective upon arrival.
9.Contact Us
If you have any questions or concerns about our shipping policy, please do not hesitate to contact us at support@hluru.net or through our inbox. We are committed to ensuring a smooth and satisfactory shopping experience.