SHIPPING POLICY
Shipping Policy - Cnegss
Welcome to Cnegss (hereinafter referred to as "our store"). To ensure a smooth and secure shopping experience, this policy details our instructions and operational guidelines regarding order processing, shipping methods, shipping cost calculation, delivery timelines, international shipping, duties and taxes, returns and exchanges, shipping restrictions, and logistics information inquiries. Please read this policy carefully before placing an order. If you have any questions, please contact our customer service team at customer@cnegss.com.
Shipping Scope and Applicable Platforms
1. Scope: This policy applies to all products ordered through our store (including promotional items, custom items, etc.), unless otherwise specified on the product page.
2. Shipping Countries/Regions: Our store primarily supports the following shipping areas: Worldwide. If the destination country/region is not available, direct shipping is not supported at this time. We recommend using a forwarding service or contacting the customer for a customized shipping plan.
Order Processing Time
1. Order Confirmation: After successful payment, the system will automatically confirm your order and send a confirmation email to the email address you provided when placing the order. Please ensure that you provide accurate shipping information and contact information.
2. Processing Time (Stocking and Packing):
- Regular in-stock items: Generally processed and delivered to the logistics company within 1–3 business days.
- During peak sales or holiday seasons: Processing time may extend to 3–7 business days.
3. Processing time does not include shipping time, customs clearance time, or delays due to force majeure (such as natural disasters, customs inspections, or shipping disruptions).
Shipping Rates and Promotion Rules
1. Shipping Rate Calculation: During checkout, the system automatically calculates shipping rates based on the delivery address, item size/weight, and selected shipping method. Shipping rates will be clearly stated on the checkout page.
2. Free Shipping and Free Shipping Conditions: Free shipping is available for orders over $50. Free shipping may be limited to certain countries/regions or shipping methods. Please see the promotion terms for details.
3. Shipping Charges: Unless otherwise agreed, shipping charges are the buyer's responsibility. For special promotions or when our store covers shipping charges, please refer to the order checkout page and event details.
Shipping Methods and Delivery Times
1. Shipping Methods: Our commonly used delivery options include, but are not limited to, Standard Registered Mail, Economy Postal Parcel, international express (e.g., DHL/UPS/FedEx), and local express. Available delivery methods are displayed during checkout, and prices and delivery times vary by method.
2. Reference Delivery Times (calculated from the date of shipment, excluding weekends and local holidays):
- Standard Shipping: 5–15 business days
- VIP Fast Shipping: 2–7 business days
Note: The above is a guideline only. Specific delivery times may vary depending on factors such as the destination, customs clearance, and the logistics company's capacity, and may result in delays.
V. Duties, Taxes, and Customs
1. Import Duties and Taxes: For international orders, import duties, value-added tax (VAT), consumption tax, or other taxes incurred in the destination country are generally the responsibility of the recipient. Customs duties vary by country/region and product category. Buyers are advised to consult their local customs office before placing an order.
2. Our Declaration Assistance: We will truthfully declare product information (including value and product name) according to logistics requirements. We do not recommend or will not conceal the true value of goods or declare goods as gifts to evade taxes. We are not responsible for any additional fees or package detention resulting from declaration issues.
3. Customs Clearance Assistance: If customs requires the submission of relevant documents (such as invoices, certificates of origin, etc.), we will provide necessary assistance within reasonable limits. However, any delays or additional costs incurred will be the buyer's responsibility (unless we are at fault).
Transportation Damage, Loss, and Claims
1. Packaging and Protection: We use appropriate protective packaging (foam, padding, sturdy cardboard, etc.) for wooden decorative items to reduce the risk of damage during transportation.
2. Arrival Inspection: Please inspect the package in person upon signing for it. If you notice any significant damage to the packaging or the item, please refuse delivery and immediately take photos for evidence. Please note the issue on the shipping document and contact customer@cnegss.com with photos and your order number so we can process your claim as quickly as possible.
3. Damage Claim Timeframe: To facilitate claims with the shipping company, please provide proof of damage (photos/videos, shipping document number, and receipt) to our store within 7 days of receiving the item. Failure to do so may affect claims processing and after-sales service.
4. Loss and Loss: If the shipping document indicates a failed delivery, lost item, or no updates for an extended period, please contact our customer service and the shipping company for verification. We will provide reshipment, a refund, or partial compensation based on the specific circumstances.
Return, Exchange, and Refund Policy
1. General Return and Exchange Policy: We accept returns and exchanges due to product quality issues. Returns for personal reasons (such as incorrect selection, incorrect size, etc.) are subject to the return shipping fee and require the product to be unused, undamaged, and in its original packaging. Customized products generally do not accept returns or exchanges for non-quality issues. Please refer to the product page for details.
2. Application Deadline:
Product Quality Issues: Please submit a return or exchange request within 7 days of receipt via customer@cnegss.com and attach photo/video evidence.
Returns for Non-Quality Issues: Please contact customer service within 7 days of receipt. Returns will not be accepted after this deadline (exceptional circumstances may be negotiated).
3. Acceptance and Refund Process:
Upon receipt of the returned product and confirmation that it meets the return requirements, we will process a refund within 7–14 business days. Refunds will be made to the original payment method (this may be affected by bank/payment platform processing time).
If the product is found to be damaged, worn, or missing accessories upon inspection, we reserve the right to refuse a refund or refund after deducting the appropriate fees based on the actual situation.
4. Return Shipping: If the return is due to quality issues, we will cover the return shipping costs (or compensate you in the refund). If the return is due to personal reasons, the return shipping costs and the initial shipping costs will be borne by the buyer.
Special Products and Restrictions
1. Customized and Handmade Products: Due to personalized requirements and the nature of handmade craftsmanship, customized products may have slight variations in color, texture, or size. This is normal. Submitting a custom order constitutes acceptance of this possibility. Customized products are generally not returnable or exchangeable without reason unless there is a quality issue.
2. Fragile Item Notice: Wooden decorative items are delicate and fragile. Please handle them with care upon delivery. If additional packaging or special shipping methods are required, please contact customer service before placing an order (additional charges may apply).
3. Prohibited and Restricted Items: If the destination country/region has restrictions or requires quarantine on certain wood products (especially those with plant quarantine restrictions or special coatings), this will be indicated on the product page. If the package cannot clear customs or is returned due to the destination country's policies, this will not be responsible for any losses. The buyer will be responsible for the return shipping costs and any possible disposal costs.
Address and Information Changes
1.If you need to change your delivery address or contact information after placing an order, please contact Customer Service at customer@cnegss.com as soon as possible. If the order has not yet shipped, we will assist in making the change. If the order has already shipped, the change will be processed based on the actual logistics status (it may not be possible to change and you will be responsible for the re-delivery fee).
2. If the package is returned due to an invalid address or incomplete information, the buyer will be responsible for the re-delivery fee or will not be able to pick it up and receive a refund (minus the round-trip shipping and handling fees).
Tracking and Notifications
- Tracking: After shipment, we will email you the tracking number and tracking link. You can check the shipping status on the logistics company's website or during checkout.
- Delay Notification: In the event of force majeure or large-scale delays (such as holiday rush hour, epidemics, or customs quarantines), we will endeavor to notify affected buyers via email or in-store messaging and provide follow-up advice.
After-Sales Contact and Support
For any shipping, delivery, returns, exchanges, or other after-sales issues, please contact us using your order number as the identifier:
Email: customer@cnegss.com (usually responds within 48 business hours).
Please include the order number, recipient's name, a description of the issue, and any relevant photos or screenshots in your email so we can expedite your response.
Disclaimer and Supplementary Terms
1. Force Majeure: We assume no liability for delays or unsuccessful delivery due to force majeure factors such as natural disasters, government actions, strikes, epidemics, and traffic restrictions. However, we will make every effort to coordinate and promptly notify buyers.
2. Third-Party Liability: We will actively assist with any issues arising during transportation (delays, detentions, rejections, etc.) caused by third-party logistics companies, but some liability may fall on the third party.
3. Changes: We reserve the right to adjust this Shipping Policy at any time based on business needs. We will update this website and notify users by email as necessary. Continued ordering constitutes acceptance of the latest version of this Shipping Policy.
Thank you for choosing Cnegss. We are committed to providing you with high-quality wooden decorative items and a meticulous shopping experience. If you have any suggestions or questions regarding our Shipping Policy, please feel free to contact us at customer@cnegss.com.