Shipping policy

SHIPPING POLICY / 物流政策

ENGLISH

1. Order processing
Orders are fulfilled from the CatMellow Xuzhou Warehouse in Jiangsu, China. Orders are normally processed within 2–3 business days after payment and inventory verification. Weekends and Chinese public holidays are not counted as processing days.

2. United States
Standard DDP Shipping costs USD $89.00 per order. Estimated transit time is 16–18 calendar days after dispatch. This is a tracked, door-to-door DDP service. Customs clearance, import duties and import taxes are included in this shipping method.

Service availability for remote areas, Alaska, Hawaii, Puerto Rico, APO/FPO addresses and PO boxes may require confirmation. If an address cannot be serviced, we will contact the customer and issue a full refund before dispatch.

3. Hong Kong SAR
Standard Shipping costs HKD 398 with an estimated transit time of 3–5 business days after dispatch. Expedited Shipping costs HKD 598 with an estimated transit time of 2–4 business days after dispatch. The rate displayed at checkout prevails.

4. Delivery estimates
Transit estimates do not include the 2–3 business day processing period. Delivery dates are estimates, not guarantees. Customs inspections, weather, carrier disruption, peak-season congestion, public holidays and force majeure may cause delays.

5. Tracking
A shipping confirmation with tracking information will be sent after the carrier accepts the parcel. Tracking updates may take time to appear after dispatch.

6. Delivery address
Customers are responsible for providing a complete and accurate delivery address. Contact us immediately if an address needs correction. After dispatch, changes may not be possible. Additional costs caused by an incorrect address, failed delivery, refusal or unclaimed parcel may be charged to the customer, except where the issue was caused by CatMellow or the carrier.

7. Lost or damaged parcels
Please contact us as soon as possible with the order number, photos of the parcel and product, the shipping label and a description of the issue. Keep all packaging until the claim is resolved. We will work with the carrier and handle eligible cases under our Refund Policy.

8. Duties for other destinations
The United States Standard DDP method includes customs clearance, import duties and import taxes. For other destinations, duties, taxes and customs charges are the customer’s responsibility unless checkout expressly states that they are included.

9. Contact
For shipping questions, please use the contact information published on the CatMellow store. Do not return products without prior return authorization.

中文

1. 订单处理
订单由中国江苏省CatMellow徐州仓库履约。付款及库存确认后，通常在2–3个工作日内处理订单。周末及中国法定节假日不计入处理时间。

2. 美国配送
美国标准DDP配送费为每单89.00美元。包裹发出后的预计运输时间为16–18个自然日。该方式提供可追踪的门到门双清包税服务，包含清关、进口关税及进口税费。

偏远地区、阿拉斯加、夏威夷、波多黎各、APO/FPO地址及邮政信箱可能需要另行确认服务范围。如果地址无法派送，我们会在发货前联系客户并全额退款。

3. 中国香港特别行政区配送
标准配送费为398港元，发货后预计3–5个工作日送达；加急配送费为598港元，发货后预计2–4个工作日送达。最终运费以结账页面显示为准。

4. 时效说明
运输时间不包含2–3个工作日的订单处理时间。所有送达日期均为预计时间，并非保证。海关查验、天气、承运商异常、旺季拥堵、公共假期及不可抗力可能造成延误。

5. 物流追踪
承运商接收包裹后，我们将发送包含追踪信息的发货确认通知。包裹发出后，追踪信息可能需要一定时间才会更新。

6. 收货地址
客户应提供完整、准确的收货地址。如需更正，请立即联系我们。包裹发出后可能无法修改地址。因地址错误、派送失败、拒收或逾期未领取产生的额外费用可能由客户承担，但由CatMellow或承运商造成的问题除外。

7. 丢件或破损
请尽快联系我们，并提供订单号、包裹与商品照片、物流面单及问题说明。在处理完成前请保留全部包装。我们会协助向承运商索赔，并按照退款政策处理符合条件的情况。

8. 其他地区税费
美国标准DDP配送已包含清关、进口关税及进口税费。其他目的地的关税、税费及清关费用由客户承担，除非结账页面明确显示已经包含。

9. 联系方式
如有配送问题，请使用CatMellow商店公开的联系信息与我们联系。未经退货授权，请勿自行寄回商品。