We strive our best to provide you the most reliable. affordable way of shipping service. But some times international delivery is highly depended on courier company and local customs/duties. If you do not receive your items on time, please contact us immediately for further assistance. Thank you for you understanding!
1. Free shipping order will be shipped by China Post Air Mail. China Post Air Mail normally item will arrive within 15-45 working days after being posted. Sometimes for customs or weather problem it will be delayed some days. It maybe up to 30-90days.
2. We usually ship orders within 48 hours after payment
3. If you need EXPRESS service such as UPS and DHL. Please choose the right shipping method, you need charge the suitable shipping fee.
If any item is defective upon receipt, please contact us for the return address, return is accepted within 2 days after the buyer receiving the item. Returned item has to be in its original condition. Buyer is responsible for return shipping costs. After receiving the return we will make a replacement depends on our available stock, if not available, a refund will be issued.
Dear buyers, we appreciate your business, if you are satisfied with our service, please leave us a positive feedback and rate the details of the transaction. Your recognition will make us more confident to develop business and serve you better.
Please email us before leaving negative feedback or open any dispute. We understand the concerns and frustrations you might have, and will do our endeavor to resolve the issues. Please give us the opportunity to resolve any problem.
Please feel free to email to confirm all the details before placing your bids to avoid any misunderstanding!
We guarantee a response to all messages or questions within 48 hours excluding holidays.
Please read the entire Item description before asking a question, as often the answer is hiding there, thanks for understanding!
Thanks for your time & Looking forward to cooperating with you soon!
SHIPPING AND DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
*This doesn’t include our 2-5 day processing time.
||*Estimated Shipping Time
||10-20 Business days
||10-20 Business days
|Australia, New Zealand
||10-30 Business days
|Central & South America
||15-30 Business days
||10-20 Business days
||15-45 Business days
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Hotanime Shop (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of shop.hotanime.me
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.