Shipping Policy

Thank you for shopping with DESPAIRLAB. We are committed to processing and delivering every order safely and promptly. Please read the following Shipping Policy carefully before placing your order.

We offer worldwide shipping. To protect your privacy, all your purchases will be discreetly packaged. There will be no information about the product contents on the packaging.

1. Order Processing Time

Under normal circumstances, orders will be shipped within 48 hours after successful payment.

In special circumstances, order processing may take approximately 3–7 days, including but not limited to:

• Temporary stock shortages or inventory transfers;

• Customized products or products requiring additional inspection;

• Public holidays, promotional events, or periods of high order volume;

• Delays caused by logistics, weather, or other circumstances beyond our reasonable control.

Order processing time does not include shipping transit time. Once your order has been shipped, the relevant tracking information will be provided.

2. Shipping Origin

All orders are shipped from China.

3. Shipping Destinations

DESPAIRLAB ships to multiple countries and regions.

Because logistics services, customs policies, and product import regulations vary by destination, actual shipping availability is subject to the information displayed on the checkout page.

You may visit the DESPAIRLAB official website and enter your delivery address during checkout. The system will automatically confirm whether delivery to your address is available.

4. Shipping Methods

We currently use the following shipping and logistics providers:

• SF Express;

• Cainiao International;

• Other logistics providers suitable for the destination country or region.

We will select an appropriate shipping method based on the delivery address, package type, and available shipping route. For some international orders, final-mile delivery may be completed by a local carrier in the destination country or region.

5. Estimated Delivery Time

Estimated delivery times are subject to the information displayed on the checkout page or order confirmation page.

International delivery times may be affected by factors including:

• The destination country or region;

• Customs clearance procedures;

• Local carrier efficiency;

• Public holidays, weather conditions, flight adjustments, or peak shipping periods;

• The time required for the recipient to provide customs clearance documents or other requested information.

All delivery times displayed on the website are estimates only and are not guaranteed delivery dates. DESPAIRLAB cannot guarantee a specific arrival date when delays are caused by customs inspections, carrier delays, natural disasters, public events, or other circumstances beyond our reasonable control.

We currently do not offer a separate expedited shipping service.

6. Shipping Fees

Shipping fees are calculated automatically based on factors including:

• The destination country or region;

• Product weight and package dimensions;

• The selected or available shipping route;

• The total order value;

• Other factors that may affect shipping costs.

The final shipping fee will be displayed on the checkout page before payment.

7. Free Shipping

Orders that meet the current minimum purchase amount displayed on the website may qualify for free shipping.

The minimum order amount required for free shipping may vary depending on the destination, promotional campaign, or current logistics costs. Please refer to the information displayed at checkout.

Free shipping may not apply to certain remote areas, special destinations, or special shipping routes.

8. Customs Duties and Import Charges

Under normal circumstances, customs duties incurred during the import process will be covered by DESPAIRLAB.

However, additional charges caused by the following customer-related circumstances may be the responsibility of the customer:

• Incorrect or incomplete recipient information;

• Failure to provide customs clearance documents as requested;

• Refusal to cooperate with customs authorities or the shipping carrier;

• Refusal to pay additional charges resulting from the customer’s own actions or circumstances;

• A package being refused, returned, abandoned, or destroyed due to the customer;

• Additional charges caused by changes in local laws, policies, or special import requirements.

Tax and customs clearance policies vary between countries and regions and may change without notice. If customs authorities require identification, tax information, or other documents from the recipient, the customer must provide the requested information promptly.

9. Shipping Address

Once an order has been submitted, the shipping address generally cannot be changed.

Please carefully verify the following information before completing payment:

• Recipient’s full name;

• Contact telephone number;

• Country, city, state, province, or region;

• Complete street address;

• Postal or ZIP code;

• Apartment, unit, room, or building number.

DESPAIRLAB will arrange shipment according to the address entered on the order page.

DESPAIRLAB is not responsible for delays, loss, returns, or additional charges caused by an incorrect or incomplete address, incorrect contact details, the recipient moving away from the address, or failure to receive the package in a timely manner.

If the order has not yet entered the processing or shipping stage, you may contact our customer service team. However, we cannot guarantee that the address can be successfully changed.

10. Order Cancellation

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

Please carefully confirm the product, quantity, specifications, shipping address, and all other order information before placing your order.

If an order cannot be shipped due to stock shortages, shipping restrictions, or other circumstances for which the seller is responsible, DESPAIRLAB will contact the customer and arrange a refund, replacement, or another appropriate solution based on the circumstances.

11. Order Tracking

After your order has been shipped, we will provide a tracking number or other shipment tracking information.

Tracking information may take some time to become available after the package has been dispatched. For some international shipping routes, a new final-mile tracking number may be issued after the package arrives in the destination country.

If the tracking information has not been updated for an extended period, please contact us at:

despairlabh.cn@gmail.com

12. Lost Packages

If a package is confirmed to have been lost due to a seller shipping error, carrier handling issue, or another circumstance for which the seller is responsible, DESPAIRLAB will arrange a full replacement shipment or provide another reasonable solution based on the carrier’s investigation results.

DESPAIRLAB is not responsible for providing a free replacement or refund when a package is lost, undeliverable, or returned due to the following customer-related circumstances:

• An incorrect or incomplete shipping address;

• An incorrect contact telephone number;

• The recipient being repeatedly unavailable or unreachable;

• Failure to cooperate with customs clearance procedures;

• Refusal to accept delivery;

• Loss of the package after tracking confirms successful delivery;

• Loss after the package has been delivered to a freight forwarder, shipping agent, warehouse, or third-party address selected by the customer.

If you notice any shipping irregularity, please contact us as soon as possible. We may require the customer to provide order details, tracking records, identification documents, written confirmation from the local carrier, or other information required for an investigation.

13. Package Marked as Delivered but Not Received

If the tracking information shows that your package has been delivered but you have not received it, please first:

• Check your doorstep, front desk, mailbox, mailroom, reception area, or other secure delivery location;

• Ask family members, coworkers, neighbors, property management staff, or reception staff whether they accepted the package;

• Contact the local carrier to request delivery confirmation;

• Confirm that the shipping address entered on your order is correct.

If you are still unable to locate the package after completing these steps, please contact us. We will assist you based on the results of the carrier’s investigation.

Orders that have been confirmed by the carrier as successfully delivered to the correct address may not qualify for a free replacement or refund.

14. Products Damaged During Shipping

Please inspect the products and outer packaging as soon as possible after receiving your package.

If a product is visibly damaged during shipping, please contact us by email and provide:

• Your order number;

• Clear photographs or videos of the damaged product;

• Photographs of the outer packaging;

• A photograph of the shipping label;

• An unboxing video or other evidence showing the condition of the product and package.

Please retain the product, original packaging, and all packaging materials until the issue has been fully resolved.

Based on the circumstances and the evidence provided, we may arrange a replacement shipment, replacement parts, repair service, or another reasonable solution.

Normal wear and tear, incorrect use, accidental or intentional damage, unauthorized disassembly, or failure to follow the product instructions will not be considered shipping damage.

15. Refused, Unclaimed, or Returned Packages

Please contact our customer service team if a package is refused, returned, destroyed, or cannot be delivered due to any of the following circumstances:

• The customer refuses delivery;

• The shipping address is incorrect or incomplete;

• The recipient cannot be contacted;

• The package remains unclaimed for an extended period;

• The customer fails to cooperate with customs clearance;

• The customer fails to collect the package as instructed by the carrier;

• Local import restrictions or recipient eligibility issues prevent delivery.

If the issue is caused by the customer, the customer may be responsible for the original shipping fee, return shipping fee, customs clearance charges, storage fees, and reshipping costs.

After the package has been returned, we will determine whether it can be reshipped or refunded based on the condition of the returned products, the reason for return, and any costs incurred.

We cannot issue an advance refund or provide a free replacement before the package has been confirmed as returned and inspected.

16. Split Shipments

An order may be divided into multiple packages depending on product availability, package size, or shipping requirements.

Different packages may have separate tracking numbers and may arrive at different times. Customers will generally not be charged additional shipping fees for split shipments unless otherwise stated on the checkout page.

17. Special Destinations and Import Restrictions

Some countries and regions may impose import restrictions on certain products, materials, electronic devices, battery-powered products, or other categories of goods.

Customers are responsible for confirming that the products they purchase comply with local laws and import regulations before placing an order.

If a package is detained, returned, confiscated, abandoned, or destroyed due to local laws, customs policies, import restrictions, or recipient eligibility requirements, DESPAIRLAB will handle the matter based on the circumstances and responsibility involved.

We reserve the right to cancel any order that cannot be shipped safely, cannot complete customs clearance, or does not comply with applicable requirements.

18. Force Majeure and Shipping Delays

DESPAIRLAB will make reasonable efforts to assist with shipment inquiries but cannot guarantee estimated delivery times when delays, service interruptions, or package holds are caused by circumstances beyond our reasonable control, including:

• Customs inspections or policy changes;

• Flight cancellations or shipping route adjustments;

• Severe weather or natural disasters;

• War, strikes, civil unrest, or public safety incidents;

• Epidemics, pandemics, or public health emergencies;

• Local carrier service interruptions;

• Public holidays or peak shopping periods;

• Other circumstances beyond our reasonable control.

19. Contact Us

If you have any questions about your order, shipment status, or this Shipping Policy, please contact us using the information below:

Brand: DESPAIRLAB
Customer Service Email: despairlabh.cn@gmail.com
Official Website: www.despairlab.com

When contacting us, please provide your order number and relevant tracking information so that we can assist you more efficiently.