Shipping & Delivery

1 Shipping Coverage

COMMERCE FLOW LIMITED provides shipping services to most countries and regions worldwide (the “Shipping Coverage”). A complete list of countries and regions eligible for shipping is available on the Website’s “Shipping Destinations” page; if a User’s desired shipping address is not listed, the Company cannot deliver products to that address, and the User will be notified during the Order checkout process. The Company reserves the right to restrict shipping to certain countries or regions due to legal restrictions, logistical challenges, or security concerns, and will update the “Shipping Destinations” page accordingly. For shipments to remote areas (such as islands, mountainous regions, or areas with limited transportation infrastructure), additional shipping fees and extended delivery times may apply, and the User will be informed of these details before confirming the Order.

2 Shipping Partners

The Company collaborates with reputable international logistics providers (the “Shipping Partners”) to ensure reliable and efficient delivery of products. Current Shipping Partners include DHL Express, FedEx International, and local postal services (such as Hongkong Post for shipments to Asia Pacific regions, Royal Mail for shipments to the United Kingdom, and USPS for shipments to the United States). The Company selects the most appropriate Shipping Partner for each Order based on factors including the shipping destination, product type (such as size, weight, and fragility), and estimated delivery time. The User may request a specific Shipping Partner during checkout, but such requests are subject to availability and may result in additional fees; the Company will confirm whether the requested Shipping Partner is available and provide a revised shipping quote if necessary.

3 Order Processing and Shipping Timeframes

After the Company sends the Order Confirmation, the User’s Order will enter the processing phase. Order processing includes verifying payment information, checking product availability, inspecting products for quality, and preparing products for shipment. Standard processing time for most Orders is 2 to 3 business days (business days exclude Saturdays, Sundays, and Hong Kong public holidays). For custom-made products or products requiring special preparation (such as personalized engraving or size customization), processing time may be extended to 5 to 7 business days, and the specific processing time for such products is clearly stated on the product detail page.

Once an Order is processed and shipped, the delivery time (the time from when the product leaves the Company’s warehouse to when it arrives at the User’s shipping address) varies based on the shipping destination:

For shipments to Hong Kong, Macau, and Taiwan regions: Delivery time is 1 to 3 business days.

For shipments to Asia Pacific countries (such as Japan, South Korea, Australia, and Singapore): Delivery time is 3 to 5 business days.

For shipments to North America (such as the United States and Canada): Delivery time is 5 to 10 business days.

For shipments to Europe (such as the United Kingdom, Germany, France, and Italy): Delivery time is 7 to 14 business days.

For shipments to South America, Africa, and the Middle East: Delivery time is 10 to 20 business days.

These delivery timeframes are estimates only and do not include customs clearance time. Delays may occur due to factors beyond the Company’s control, such as customs inspections, weather conditions, transportation disruptions, or public health emergencies (such as pandemics). The Company will make reasonable efforts to notify the User of any significant delays and provide updates on the shipment status.

4 Shipping Fees Calculation

Shipping fees are calculated based on the total weight of the Order, the shipping destination, and the selected shipping method (standard shipping or expedited shipping). The Company offers free standard shipping for Orders with a total value of $100 or more (calculated after applying any discounts or coupons) to most countries and regions in the Shipping Coverage. For Orders with a total value below $100, standard shipping fees are applied as follows:

Shipments to Hong Kong, Macau, and Taiwan regions: $8.

Shipments to Asia Pacific countries: $15.

Shipments to North America: $20.

Shipments to Europe: $25.

Shipments to South America, Africa, and the Middle East: $35.

Expedited shipping (which reduces delivery time by 2 to 3 business days compared to standard shipping) is available for an additional fee. The expedited shipping fee is calculated by adding 50% of the standard shipping fee to the standard shipping cost. For example, if the standard shipping fee to the United States is $20, the expedited shipping fee will be $20 + ($20 × 50%) = $30. The exact shipping fee for each Order is displayed on the checkout page before the User confirms the Order, and the User must pay the shipping fee along with the product cost to complete the Order.

5 Shipment Tracking

Once an Order is shipped, the Company will send a shipping confirmation email to the User’s registered email address. This email includes a unique tracking number (the “Tracking Number”) and a link to the Shipping Partner’s website or the Website’s “Order Tracking” page, where the User can monitor the real-time status of the shipment. To track a shipment, the User can enter the Tracking Number and their Order number on the designated tracking page. Tracking information is typically updated within 24 to 48 hours of the shipment being dispatched; if the User does not see tracking updates after 48 hours, they should contact the Company’s customer service team via [email protected] for assistance.

6 Customs Duties and Taxes

Products shipped internationally may be subject to customs duties, taxes, or other fees imposed by the destination country or region (collectively, “Customs Fees”). These Customs Fees are determined by the local customs authority of the destination country or region and are based on factors including the product’s declared value, type, and origin. The User is solely responsible for paying all Customs Fees; the Company does not collect these fees at the time of Order placement and will not be liable for any delays or additional costs resulting from the User’s failure to pay Customs Fees.

Before placing an Order, the User is advised to research the customs regulations and fee structures of their destination country or region. The Company declares the actual value of the products on the shipping documentation to comply with international customs laws; the User may not request the Company to underdeclare the product value or mark the shipment as “gift” to avoid Customs Fees, as this is illegal and may result in the shipment being seized by customs authorities or the User facing legal penalties. If the shipment is rejected by the User due to refusal to pay Customs Fees, the User will be responsible for all return shipping costs and any restocking fees (as outlined in the Refund and Return Policy).

7 Shipment Issues and Resolution

In the event of a shipment issue (such as delayed delivery, lost shipment, or damaged products during transit), the User must notify the Company within the following timeframes:

For delayed delivery: Within 15 days of the estimated delivery date (as stated in the Order Confirmation).

For lost shipment: Within 30 days of the shipment being dispatched (as stated in the shipping confirmation email).

For damaged products: Within 48 hours of receiving the shipment.

To resolve a shipment issue, the User must provide the Company with the Order number, Tracking Number, and relevant evidence (such as photos of damaged products, screenshots of tracking information showing delays, or communication records with the Shipping Partner). The Company will investigate the issue with the Shipping Partner and provide a resolution within 5 to 7 business days. Possible resolutions include:

For delayed delivery: The Company will provide updated delivery estimates and, if the delay exceeds 10 business days beyond the original estimate, offer a 10% discount on the User’s next Order or a partial refund of the shipping fee (up to 50% of the original shipping cost).

For lost shipment: After confirming the shipment is lost with the Shipping Partner, the Company will either reship the products free of charge or issue a full refund (including product cost and shipping fee) to the User, at the User’s choice.

For damaged products: The Company will arrange for a return of the damaged products (at the Company’s expense) and either send a replacement product free of charge or issue a full refund (including product cost and shipping fee), at the User’s choice.