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Kargo politikası

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.

*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:

  • Express Shipping: Estimated delivery within 8–14 business days to most primary metropolitan zones following carrier dispatch. Exact pricing and availability are calculated automatically at checkout based on the delivery destination.
  • Standard Shipping: Estimated delivery within 10–18 business days to most destinations following dispatch. Complimentary standard shipping applies to orders meeting qualifying threshold amounts displayed during checkout.

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, or returned due to incorrect address entries provided during checkout, unpaid customs fees, or failure to collect from holding facilities are strictly non-refundable.

Customs, Import Duties & Taxes

Cross-border shipments may be subject to local import taxes, customs duties, value-added taxes (VAT), or brokerage collection charges assessed by the destination jurisdiction. All border clearance charges and import fees are the sole responsibility of the customer. We maintain no control over foreign tariff structures and cannot determine specific regional rates.

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.