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Thank you for shopping with DESPAIR-LAB.

We are committed to providing secure, discreet, and reliable international shipping for our customers. Please read this Shipping Policy carefully before placing an order.

By placing an order through our website, you acknowledge and agree to the shipping terms described below.

1. INTERNATIONAL SHIPPING

DESPAIR-LAB provides international shipping to many countries and regions.

Shipping availability depends on the destination country or region, applicable import regulations, available logistics services, and the specific products included in the order.

Actual shipping availability is determined by the shipping options available at checkout.

All orders are shipped in discreet packaging. Product names, product descriptions, or other unnecessary information about the contents will not be displayed on the exterior of the package, except where disclosure is legally required by customs or the carrier.

2. ORDER PROCESSING TIME

Orders are normally processed and prepared for shipment within 48 business hours after successful payment.

For certain orders, processing may take approximately 3–7 business days, including but not limited to:

  • Temporary stock shortages or inventory transfers;

  • Customized or made-to-order products;

  • Products requiring additional inspection or preparation;

  • Public holidays;

  • Promotional campaigns or periods of high order volume;

  • Logistics or operational circumstances beyond our reasonable control.

Order processing time does not include transportation or delivery time.

Once the order has been shipped, tracking information will be provided when available.

3. SHIPPING ORIGIN

Unless otherwise stated, orders are shipped from China.

Depending on the destination and logistics route, final-mile delivery may be completed by a local carrier in the destination country or region.

4. SHIPPING DESTINATIONS

We currently ship to many countries and regions worldwide.

Because import regulations, customs requirements, carrier availability, and product restrictions vary by destination, the countries and regions available for purchase may change from time to time.

The final availability of shipping to a specific address will be determined during checkout.

Customers are responsible for ensuring that the products they order are legally permitted to be imported and possessed in their destination country or region.

5. SHIPPING METHODS

DESPAIR-LAB may use different international logistics providers depending on the destination, package characteristics, shipping route, and service availability.

Our logistics providers may include:

  • SF Express;

  • Cainiao International;

  • Other international or local logistics providers.

DESPAIR-LAB reserves the right to select the most appropriate available shipping method for an order.

For some international shipments, the tracking number or final-mile carrier may change after the package arrives in the destination country.

6. ESTIMATED DELIVERY TIME

Estimated delivery times will be displayed at checkout or in the order confirmation where available.

Delivery times are estimates only and are not guaranteed delivery dates.

International delivery may be affected by:

  • Customs processing;

  • Import inspections;

  • Local carrier operations;

  • Public holidays;

  • Weather conditions;

  • Flight or transportation schedule changes;

  • Peak shipping periods;

  • Recipient documentation or customs clearance requirements;

  • Local laws or government restrictions;

  • Other circumstances beyond our reasonable control.

A delay in delivery does not automatically constitute a failure by DESPAIR-LAB to fulfill the order.

7. SHIPPING FEES

Shipping fees are calculated based on factors including:

  • Destination country or region;

  • Package weight;

  • Package dimensions;

  • Shipping route;

  • Logistics provider;

  • Order value;

  • Other applicable shipping conditions.

The applicable shipping fee will be displayed at checkout before payment.

8. FREE SHIPPING

Orders that meet the applicable free-shipping requirements displayed on our website may qualify for free shipping.

Free-shipping requirements may vary depending on:

  • Destination;

  • Order value;

  • Promotional campaigns;

  • Shipping route;

  • Current logistics costs.

The final eligibility for free shipping will be determined by the information displayed at checkout.

Certain remote destinations, special shipping routes, or restricted destinations may not qualify for free shipping.

9. CUSTOMS DUTIES, TAXES, AND CLEARANCE FEES

For orders accepted and shipped by DESPAIR-LAB, DESPAIR-LAB will generally cover applicable import-related charges, including:

  • Import customs duties;

  • Applicable VAT, GST, or similar import taxes;

  • Customs clearance or brokerage fees normally required for the shipment.

These charges are covered by DESPAIR-LAB subject to the conditions of the applicable shipping service and customs process.

However, additional costs caused by the customer's own actions or failure to comply with shipping or customs requirements may be the customer's responsibility.

Examples include:

  • Incorrect or incomplete recipient information;

  • Incorrect or incomplete shipping address;

  • Failure to provide required customs documentation;

  • Failure to provide information requested by customs authorities or the carrier;

  • Refusal to cooperate with customs clearance;

  • Refusal to accept delivery;

  • Failure to collect the package;

  • Storage fees caused by the customer's failure to respond or collect the package;

  • Additional shipping or customs costs caused by customer-requested changes;

  • Costs resulting from an incorrect declaration or other customer-provided information.

DESPAIR-LAB does not guarantee that a product can legally be imported into every country.

Customers are responsible for checking applicable import restrictions before placing an order.

10. PROHIBITED OR RESTRICTED DESTINATIONS

Certain products may be restricted or prohibited in certain countries or regions.

If the importation, possession, transportation, or delivery of a product is prohibited or restricted under the laws or regulations of the destination country, DESPAIR-LAB may refuse or cancel the order.

Customers are responsible for ensuring that their purchase complies with applicable local laws and regulations.

If an order cannot be legally imported because the relevant product is prohibited or restricted in the destination country, the order may not be eligible for a refund.

Nothing in this policy is intended to exclude any rights or remedies that cannot legally be excluded under applicable law.

11. SHIPPING ADDRESS

Customers are responsible for providing accurate and complete delivery information.

Please carefully verify:

  • Full recipient name;

  • Telephone number;

  • Country;

  • State, province, or region;

  • City;

  • Street address;

  • Apartment, unit, room, or building number;

  • Postal or ZIP code.

Once payment has been completed, shipping addresses generally cannot be changed.

However, customers may contact DESPAIR-LAB customer service as soon as possible to request a change.

We may attempt to modify the address if the order has not yet entered a stage where modification is no longer possible.

Address changes are not guaranteed.

If a requested change cannot be completed, the original shipping information will remain in effect.

DESPAIR-LAB is not responsible for delays, failed delivery, returns, additional shipping charges, customs charges, or other costs caused by incorrect or incomplete information provided by the customer.

12. ORDER CANCELLATION

Once payment has been successfully completed, the order will normally enter the processing stage and cannot be canceled.

Customers should carefully confirm the following before completing payment:

  • Product;

  • Quantity;

  • Product specifications;

  • Product compatibility;

  • Shipping address;

  • Recipient information;

  • Other order details.

In exceptional circumstances, DESPAIR-LAB may voluntarily agree to a cancellation request if the order has not yet entered processing or shipment. Such cancellation is subject to our confirmation and is not guaranteed.

If DESPAIR-LAB is unable to fulfill an order due to circumstances for which DESPAIR-LAB is responsible, we may contact the customer and arrange an appropriate solution, which may include a refund or replacement.

Nothing in this section limits any cancellation or refund rights that cannot legally be excluded under applicable law.

13. ORDER TRACKING

Once an order has been shipped, tracking information will normally be provided.

Tracking information may take some time to become active after dispatch.

For some international shipping routes, the package may receive a new local tracking number after entering the destination country.

Customers should retain the tracking information until the order has been successfully received.

If tracking information has not been updated for an extended period, please contact our customer service team.

14. LOST PACKAGES

If a package is confirmed to have been lost during transportation due to circumstances for which DESPAIR-LAB or the carrier is responsible, DESPAIR-LAB will arrange one free replacement shipment.

Replacement arrangements are subject to the results of the carrier's investigation and the circumstances of the shipment.

A replacement shipment may be subject to the availability of the original product.

If the original product is unavailable, DESPAIR-LAB may provide another reasonable solution.

A free replacement is generally provided once per affected order.

DESPAIR-LAB is not responsible for free replacement or refund where loss or failed delivery is caused by customer-related circumstances, including:

  • Incorrect or incomplete address;

  • Incorrect recipient information;

  • Incorrect telephone number;

  • Failure to respond to the carrier;

  • Failure to collect the package;

  • Refusal to accept delivery;

  • Failure to cooperate with customs clearance;

  • Delivery to a freight forwarder, warehouse, or third-party address selected by the customer;

  • Other circumstances attributable to the customer.

15. PACKAGE MARKED AS DELIVERED BUT NOT RECEIVED

If tracking information shows that a package has been delivered but you cannot locate it, please first:

  1. Check your mailbox, doorstep, reception area, mailroom, front desk, or other designated delivery location;

  2. Check with family members, coworkers, neighbors, property management, or reception staff;

  3. Contact the local carrier and request delivery confirmation;

  4. Confirm that the delivery address provided in your order was correct.

If the package still cannot be located, contact DESPAIR-LAB as soon as possible.

We may cooperate with the carrier to investigate the delivery.

The final resolution will depend on the carrier's investigation, delivery records, the accuracy of the shipping information, and the circumstances of the case.

Where the carrier confirms successful delivery to the correct address, a free replacement or refund may not be available.

16. PRODUCTS DAMAGED DURING SHIPPING

Please inspect the package and products as soon as reasonably possible after delivery.

If a product appears to have been damaged during transportation, please contact us and provide:

  • Order number;

  • Clear photographs of the damaged product;

  • Photographs or video of the outer packaging;

  • Photograph of the shipping label;

  • A description of the damage;

  • Other evidence reasonably requested by DESPAIR-LAB.

An unboxing video is helpful but is not mandatory.

Customers should retain the original product, packaging, shipping label, and related materials until the matter has been resolved.

After reviewing the evidence, DESPAIR-LAB may provide an appropriate solution, which may include:

  • Free replacement;

  • Replacement parts;

  • Repair;

  • Another reasonable remedy.

Damage caused by misuse, unauthorized modification, improper installation, accidents, normal wear and tear, or failure to follow product instructions is not considered shipping damage.

17. REFUSED, UNCLAIMED, OR RETURNED PACKAGES

A package may be returned or become undeliverable because of:

  • Customer refusal;

  • Incorrect or incomplete address;

  • Recipient being unavailable;

  • Failure to collect the package;

  • Failure to cooperate with customs;

  • Failure to provide required information;

  • Local import restrictions;

  • Recipient eligibility issues;

  • Other customer-related circumstances.

Where the return or failed delivery is caused by the customer, the customer may be responsible for:

  • Original shipping charges;

  • Return shipping charges;

  • Reshipping charges;

  • Storage fees;

  • Additional customs or clearance charges;

  • Other costs directly resulting from the customer's actions.

If a package is returned to DESPAIR-LAB, we will review the circumstances and determine whether reshipment, refund, or another solution is available.

A refund or free replacement is not guaranteed for packages returned or abandoned because of customer-related circumstances.

18. SPLIT SHIPMENTS

An order may be shipped in multiple packages depending on:

  • Product availability;

  • Package size;

  • Product type;

  • Shipping requirements;

  • Logistics arrangements.

Different packages may have different tracking numbers and may arrive at different times.

Unless otherwise stated at checkout, customers will generally not be charged additional shipping fees solely because DESPAIR-LAB has divided an order into multiple shipments.

19. B2B AND WHOLESALE ORDERS

DESPAIR-LAB supports B2B and wholesale cooperation.

Wholesale customers should contact DESPAIR-LAB directly to request a quotation.

Wholesale pricing is not necessarily the same as the retail pricing displayed on the website.

B2B orders may be subject to separately negotiated terms regarding:

  • Product pricing;

  • Minimum order quantities;

  • Payment terms;

  • Shipping methods;

  • Shipping fees;

  • Customs duties;

  • VAT/GST;

  • Customs clearance;

  • Delivery arrangements;

  • Returns;

  • Warranty;

  • Other commercial conditions.

For B2B or wholesale orders, the final commercial terms will be determined by the quotation, purchase agreement, invoice, or other written agreement between DESPAIR-LAB and the customer.

Commercial resale of DESPAIR-LAB products is permitted.

20. SPECIAL SHIPPING RESTRICTIONS

Certain destinations may have additional restrictions relating to:

  • Adult products;

  • Electronic equipment;

  • Battery-powered products;

  • Medical or quasi-medical equipment;

  • Materials or components;

  • Pressure-related equipment;

  • Other regulated products.

DESPAIR-LAB reserves the right to refuse or cancel an order where shipping cannot be completed safely, legally, or reliably.

21. FORCE MAJEURE

DESPAIR-LAB will make reasonable efforts to process and deliver orders as efficiently as possible.

However, we are not responsible for delays or interruptions caused by circumstances beyond our reasonable control, including:

  • Customs inspections;

  • Changes in import regulations;

  • Government actions;

  • Flight cancellations;

  • Transportation interruptions;

  • Severe weather;

  • Natural disasters;

  • War;

  • Strikes;

  • Civil unrest;

  • Epidemics or public health emergencies;

  • Carrier interruptions;

  • Public holidays;

  • Major logistics disruptions;

  • Other circumstances beyond our reasonable control.

Such circumstances may affect processing, transportation, customs clearance, or delivery times.

22. DISCREET SHIPPING

We understand that privacy is important to our customers.

Where permitted by applicable law and carrier requirements, orders are shipped in discreet external packaging.

The external package will not normally display detailed information about the product's nature or intended use.

However, customs declarations, shipping labels, invoices, or other legally required documentation may contain information required by law or by the carrier.

23. POLICY UPDATES

DESPAIR-LAB may update or modify this Shipping Policy from time to time.

The latest version published on this page will apply to orders placed after the effective date of the updated policy, unless otherwise required by applicable law.

24. CONTACT US

If you have questions regarding shipping, customs, delivery, tracking, or this Shipping Policy, please contact us:

DESPAIR-LAB
Customer Service Email: despairlab.cn@gmail.com
Official Website: https://despairlab.com

When contacting us regarding an existing order, please provide your order number and, where applicable, your tracking number.

We will review your request and respond based on the circumstances of the order.

IMPORTANT NOTICE

This Shipping Policy should be read together with our Refund Policy, Terms of Service, Privacy Policy, and Legal Notice.

Where applicable law provides mandatory consumer rights that cannot be excluded or limited by contract, those rights remain unaffected by this Shipping Policy.