SongSongShop Logistics Policy
Thank you for choosing SongSongShop! To ensure your shopping experience and clarify logistics-related matters, we have formulated this logistics policy, covering delivery areas, carriers, shipping fees, timelines, order tracking, tariffs, returns and exchanges, and customer service contact information. Please read it carefully before placing an order.
1. Delivery Areas
We currently provide delivery services to the United States, Canada, the United Kingdom, all EU countries, and Australia. Delivery to areas not listed above is not supported temporarily. If you have any questions, please contact customer service for consultation.
2. Logistics Carriers
We cooperate with SF Express, Yanwen Logistics, Shunyou Express, DHL, USPS and local high-quality logistics partners to provide you with safe and efficient international logistics services. The specific carrier will be comprehensively selected based on your delivery area and order situation to ensure fast delivery of goods.
3. Shipping Fees & Free Shipping Policy
Shipping fees are calculated uniformly according to fixed standards, with specific rules as follows:
1. Free Shipping Threshold: Orders with an amount exceeding 29 US dollars (including 29 US dollars) can enjoy free shipping service for the entire journey;
2. Regular Shipping Fee: For orders with an amount not exceeding 29 US dollars, a fixed shipping fee of 4 US dollars will be charged;
3. Fee Display: During checkout, the system will automatically calculate and display the order shipping fee, which you can clearly check before completing the payment.
4. Processing & Delivery Timeframes
1. Processing Time: After the order is paid successfully, we will complete order processing and shipment within 1-3 working days (excluding weekends and public holidays); if you have special requirements for shipment, please contact customer service, and we will arrange the shipment according to your requirements first.
2. Delivery Time: The estimated delivery time for all delivery areas is about two weeks (approximately 14 working days), which does not include order processing time and customs clearance time;
3. Timeframe Description: Due to force majeure factors such as customs clearance, weather changes, and logistics peak periods, the delivery time may be delayed. We will update you on the logistics status in a timely manner, thank you for your understanding.
5. Order Tracking
After the order is shipped, we will immediately send the logistics tracking number to your registered email and the website's order center. You can use the tracking number to query the real-time logistics status of the goods through the SongSongShop official website or 17track.net (a convenient global international logistics query platform that supports the query of various postal parcels and international couriers).
6. Tariffs & Taxes
The price of our products includes import tariffs and related taxes. You do not need to pay any additional fees when receiving the goods. We will truthfully declare the goods in accordance with the actual order information to avoid unnecessary customs clearance problems; if you have special requirements for customs declaration, please contact customer service in advance.
7. Handling of Undelivered & Returned Goods
If the goods are not delivered due to incorrect delivery address, multiple delivery attempts with no one to receive, customer refusal to receive, etc., the goods will be returned to our warehouse. After the warehouse receives the returned goods and inspects them correctly, we will provide you with two processing options for you to choose freely: first, re-delivery (no additional shipping fee required), second, full refund (excluding the original order shipping fee; if it is a free shipping order, a full refund will be given).
8. After-Sales Return Logistics
1. Return Support: We support return services. If you need to return goods due to product quality problems, wrong delivery or our reasons, please contact customer service to apply for return within 14 days after receiving the goods; late applications will not be accepted;
2. Return Process: After the return application is approved, customer service will provide you with detailed return guidelines, and the return logistics will be arranged and resolved by the customer;
3. Return Shipping Fee: If the return is caused by our responsibility (such as damaged goods, wrong delivery), the return shipping fee will be borne by us; if the return is caused by the customer's personal reasons (such as no longer needed, wrong purchase) or other non-our responsibilities, the return shipping fee will be borne by the customer;
4. Return Requirements: Please ensure that the returned goods are kept in their original intact packaging, unused and with all accessories. If the goods are damaged, stained, or missing accessories, we have the right to refuse the return or deduct the corresponding loss fee.
9. Special Instructions for DIY Supplies
The DIY supplies sold by our company have no special logistics restrictions. All products meet international logistics and transportation standards and can be normally delivered to all covered areas. There is no need to worry about transportation restrictions.
10. Contact Us
If you have any questions, consultations or needs regarding logistics-related matters, please contact customer service through the following methods, and we will reply to you in a timely manner:
1. Email: Aligeshiph@outlook.com
2. Online Customer Service: WhatsApp, add the number: +8618337352187 (a widely used global instant messaging tool, you can consult directly after adding)
3. Response Time: Beijing Time 9:00-18:00 (working days, 24-hour format, 18:00 is 6:00 PM)
SongSongShop reserves the right to adjust this logistics policy, and the latest logistics policy displayed on the website shall prevail. Thank you for your understanding and support, and we wish you a pleasant shopping experience!