運送政策

Shipping Policy

At Ouchhh Store, we strive to ensure that your shopping experience is seamless and enjoyable. Below is our shipping policy to keep you informed about our shipping practices.

Processing Time

• Order Processing: All orders are processed within 7 business days. Please note that processing time does not include weekends or holidays.
• Order Confirmation: Once your order is placed, you will receive an email confirmation with your order details.
• Order Dispatched: We will dispatch your order within 7 business days. When we dispatch it, you will receive a shipping email with a tracking number.

Shipping Methods and Delivery Time

• International Shipping: We offer standard shipping which usually takes 7-30 business days, depending on your location.
• Shipping origin: We ship from Hong Kong, China.

Shipping Rates

• Free Shipping: You may be eligible for Free Shipping if your order exceeds a certain amount, details will be shown on our website and in the cart.
• Shipping Rates: Shipping costs will be displayed at checkout and are based on destination and order weight.

Order Tracking

• Once your order has shipped, you will receive an email with a tracking number. You can use this number to track your package until it arrives.

Shipping Restrictions

• PO Boxes: We are unable to ship to PO Boxes. Please provide a physical address for your order.
• Military bases: We are unable to ship to military base locations.
  
• Undeliverable Packages: If a package is returned to us due to an incorrect address, you will be responsible for reshipping and reorder costs.

Customs Fees

• We aim to cover all customs fees for countries we deliver to, however we might not be able to cover the entire cost for certain locations. If that is the case:
  
  • Before we ship your order, we will email you to confirm whether you’re willing to pay the customs duties upon arrival. Once paid, send us a receipt and proof of payment, and we’ll refund the tax amount via PayPal (in USD). If you’re unable to accept USD refunds or do not use Paypal, we can refund the reimbursable amount through your order's payment method, which usually takes 7–10 business days to process. No replies on orders may lead to cancellation of the order.
  • You will usually be notified of the exact customs fees to pay via email or SMS before delivery.

Issues with Your Shipment

• Marked as delivered but not received?
  Please check with neighbours, CCTV, and contact the courier.
  If tracking says “delivered,” we can’t offer a refund. Once your package is marked delivered or signed for, we’re not responsible for theft or damage.
  If you chose standard or free shipping (no signature), your package is only insured during transit — the customer is responsible once it’s delivered.

• Held by customs?
  We can’t refund for the delay caused by customs specifically, but if your order is delayed 30+ days since the shipping date (for any reason, including customs), we can refund or resend a new package.

• Shipping delayed?
  If your order is delayed 30+ days since the shipping date, we can refund or resend your order.

• Lost package?
  If tracking hasn’t updated in 14+ working days, or says “lost” or “abandoned,” we’ll refund or resend your order.

• Failed delivery due to wrong address or no response to courier (redelivery / pick‑up)?
  We’re not responsible for refunds in these cases.
  If your address was correct but the package was “returned to sender” with no contact from the courier, and you tried to resolve it within 7 days by contacting the courier directly — contact us and we may be able to help.

Preorder Shipping

For preorder items:

• Preorders typically take 7 days up to 21 days to ship.
• To check the exact preorder restock time, simply go to the product page.
• Near the “Add to cart” button, we show the available date for that item.
• Once the item becomes available, we will ship within 4 business days after that available date.

If your order includes preorder items, your in-stock items will be shipped together with the preorder items once everything is ready.

If you’d like to receive in-stock items earlier, please place a separate order for just the in-stock items.

If you’ve already placed a combined order and want to explore separate shipping, Contact us to see what can be done. Additional shipping fees may apply.

Changes to Shipping Policy

We reserve the right to update this shipping policy at any time. Changes will be posted on this page, and we encourage you to review it periodically.