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Shipping policy

Order Processing & Dispatch Timeline

Each order undergoes quality verification and custom packaging before dispatch. Standard orders are typically processed and handed over to logistics partners within 1–3 business days (Monday to Friday, excluding statutory holidays). During promotional events, major sales campaigns, or peak holiday seasons, processing may take up to 2–3 additional business days.

Pre-order items ship by the date shown on the product page.

*Note: Order processing and production periods are distinct from carrier transit times.

Shipping Methods & Estimated Transit Times

Delivery windows represent carrier estimates starting from the date of physical dispatch, rather than the purchase date:

  • Standard Shipping (Free Worldwide): Free on all orders. Estimated delivery within 8–12 business days for most countries (up to 15 business days for some regions, such as Brazil and Mexico) following dispatch. Your exact estimate is shown at checkout.
  • Express Shipping (Optional Paid Upgrade): Estimated delivery within 5–8 business days for most countries following dispatch. The price and exact estimate are shown at checkout.

We currently cannot deliver to some remote areas, including the United Arab Emirates, Hawaii, Alaska, Puerto Rico, and remote islands such as the Balearic Islands. If your address is in one of these areas, please contact us before ordering.

Notice on Logistics Delays: While the vast majority of orders arrive within standard windows, international parcels may occasionally experience transit adjustments due to destination customs clearance queues, airline space constraints, severe weather conditions, or local postal handling backlogs. Such circumstances are beyond direct merchant control and do not constitute non-delivery, seller default, or grounds for immediate order cancellation while tracking remains active.

Tracking Confirmation & Local Postal Integration

Once your parcel is dispatched, a Shipment Confirmation email containing your carrier name and tracking number will be sent automatically. Initial barcode scans generally populate within 24–48 hours across global tracking networks.

Destination Delivery & Recipient Obligations:

  • National Carrier Handoff: After clearing border customs in the destination country, international consignments are transferred to your domestic national postal operator (e.g., USPS in the US, Japan Post in Japan, Canada Post in Canada, Royal Mail in the UK, Australia Post in Australia).
  • Recipient Responsibility for Final Delivery & Collection: Customers may track parcels directly through their domestic postal system's official portal using the provided tracking code. If a tracking checkpoint displays statuses such as "Notice Left", "Attempted Delivery", "Held at Customs", "Awaiting Collection", or "Address Issue", the recipient is responsible for contacting or visiting the local postal branch to arrange redelivery or pickup.
  • Unclaimed, Rejected, or Incorrectly Addressed Packages: Packages that are abandoned, rejected at delivery, returned due to incorrect address entries provided during checkout, or not collected from holding facilities are strictly non-refundable.

Customs, Import Duties & Taxes

All orders ship Delivered Duty Paid (DDP). Import duties, taxes, and customs clearance fees are already included in the price you pay at checkout. You will not be asked to pay any extra fees on delivery.

Investigation Window & Claims Policy

Logistics records remain accessible in carrier tracing registries for a maximum of 60 days from the initial shipment date. If an international parcel stops updating or appears delayed, inquiries must be submitted to our team within 45 days of the dispatch notification. Requests, lost package investigations, or insurance claims submitted after the 60-day threshold cannot be processed by international postal authorities and will not be eligible for merchant replacement or reimbursement.

Contact Customer Support

For tracking inquiries, delivery status assistance, or shipping verification, contact our customer service team at customerservice@thateon.com. Please specify your Order Number (e.g., TE26/XXXXX) in the email subject line for rapid lookup.