Returns Due to Shopfad/Carrier Fault (Cost: $0)

For returns or resolutions arising from product defects, shipping damage, or fulfillment errors, the customer is not responsible for fees.

1. Quality Issues / Shipping Damage

If your item arrives damaged or with a quality issue:
Submission Time Limit: Contact us within 7 days from the delivery date.
Action Required: Provide your order number, a description of the issue, and upload clear photos/videos showing the problem and the condition of the outer packaging. Keep all original packaging.
Resolution Options: We offer, depending on the case: free replacement of damaged parts, free reshipment of a new product, free replacement with a product of similar value, or a refund.
Important Note: Do not arrange external repairs without prior written authorization, as we cannot reimburse unauthorized repair costs.

2. Incorrect Item Sent

If you received the wrong product:
Submission Time Limit: Contact us within 7 days from the delivery date.
Action Required: Provide the order number, a description of the error, and upload clear photos/videos showing the incorrect item, the outer packaging, and all labels on the outer cartons. Keep all original packaging.
Resolution Options: We offer: free reshipment of the correct item/parts, free replacement with a product of similar value, arranging a free carrier pick-up of the incorrect item, or a refund.
Handling the Incorrect Item: Please do not dispose of the incorrect item until our Customer Service team has verified the case and provided explicit instructions.

3. Missing Parts / Items

If your order is incomplete:
Submission Time Limit: Contact us within 7 days from the delivery date.
Action Required: Provide the order number and a description of the missing item(s). Upload clear photos/videos showing the current contents of the package. If parts are missing, lay out all received components flat in one photo to assist with accurate identification.
Resolution Options: We offer: free reshipment of the missing parts, free reshipment of the correct product, free replacement with a similar-value product, or a refund.

Returns Due to Customer-Related Issues

4. Issues Caused by Incorrect Address or Missed Delivery

When delivery fails because of customer-provided information (e.g., incorrect address, missed appointment), the parcel may be returned to our warehouse.
Submission Time Limit: No specific time limit applies, but timely action is required to avoid fees.
Action Required: Contact Customer Service immediately upon notification of return failure to arrange reshipment to a corrected address or to process a refund after inspection of the returned goods.
Customer Costs: The customer is responsible for redelivery/reshipment fees and any accumulated storage fees.
Redelivery Fees: For the first missed appointment or address-error redelivery, a fee of up to 20% of the order total would be charged (or the actual incurred cost, if lower). For the second time or more, the redelivery and storage fees will be charged based on the actual incurred cost.

* Storage and Abandonment Policy:
Returned parcels are stored free of charge for a maximum of 14 days. After 14 days, daily storage fees apply.
If returned goods are not reshipped or collected within 30 days of notification, the items are considered automatically abandoned and may be disposed of without prior notice. In this scenario, no refund will be issued.

5. Change of Mind / Not Satisfied (Non-Quality-Related Returns)

If the product does not meet personal expectations:
Submission Time Limit: Contact us within 30 days from the delivery date.
Action Required: The item must be unused, unassembled, and in brand-new condition. Original packaging must be kept and used for the return. Provide the order number and reason, along with required condition photos (e.g., unopened box, interior contents).

Customer Costs:
Return Shipping & Handling Fee: Up to 20% of the order total may be charged to partially cover transportation and processing costs.
Repackaging Fee: If the original packaging is missing or unusable, an additional US$59 repackaging fee will be charged (waived only if original packaging was removed by a Shopfad-provided White Glove Delivery service).

* Items That Cannot Be Returned (Non-Quality):

Clearance or final-sale items.
Custom-made or made-to-order items.
Items explicitly marked as "Non-returnable."
Items that have been fully or partially assembled, disassembled, or installed.

Learn More

The total time required to receive your package is the sum of two distinct phases:Processing Time and Shipping Time.

1) Order Status:"Processing" (7-10 natural days):An order status of "Processing" indicates that your order has been successfully verified and entered our fulfillment workflow. This phase is essential for ensuring the highest quality standards before dispatch and includes the following steps:

A. Verification of contact information and delivery address.
B. Sorting and preparation of item(s).
C. Conducting strict multi-point quality and function checks.
D. Completion of secure, protective packaging.
Once these procedures are completed, your order is formally handed over to the designated shipping carrier.

2) Order Status:"Shipping" (depends on the shipping methods and shipping addresses):An order status of "Shipping" signifies that your item(s) have been dispatched. You will receive a tracking number shortly thereafter, though updates may not appear immediately.

Important Note for Local Stock Items

Some products on our website are stocked locally. For these items, the usual processing time is1–3 calendar days, and the estimated shipping/transit time is3–7 calendar days.

The estimated delivery time shown on the product detail page should be considered the primary reference. If a product page does not provide a separate estimated delivery time or local stock notice, the general processing and shipping times stated below will apply.

How to Estimate the Shipping Time?

The shipping time mainly depends on the shipping method you've chosen:

Standard Shipping: 5-6 Weeks

Expedited Shipping: 2-3 Weeks

Learn More