Updated on 9/18/2024 -Luke
We have rare case that customer complains about delivery speed.
Please understand that delivery speed is not within our control. If a requested shipping service was UPS Next day air saver and we shipped out UPS next day air saver, we will not compensate / refund shipping paid as shipping fees are paid directly to UPS with selected service. Please be aware of this instead of requesting refund.
With that said, our team is doing great job pushing out packages within 24 business hours plus checking & matching label with name and addresses. We can proudly claim there is no lags from our end.
Updated on 3/5/2024 -Luke
This page is outdated. We decide to include only essential info.
Our Shipping Process:
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Team-member A Prints Labels and Packing Slips |
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Multiple Team-members Bs pick products |
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Specialized Team-members Cs Check for errors |
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Specialized Team-members Ds Refund Out of Stock Products |
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Specialized Team-member Es packaging |
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USPS Mailman Takes USPS Packages around 1PM PST |
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After 1 PM 2nd Batch of Same day is processed again following Step 1-5 |
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Specialized Team-member F drops UPS Packages at UPS Branch before 4:45 PM PST |
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Specialized Team-member F drops USPS Packages at USPS Processing Center before 6 PM PST |
This chart is attached to show you our workflow. So that you would not need to ask the questions below.
#1. Why is only label created and no tracking updates?
Please allow 24-48 hours, sometimes 72 hours for USPS to update tracking on your package. This is the way USPS works from our past 10+years’ experience with e-commerce.
#2. Why did I get a refund after label printed?
Labels are printed first along with your packing slips; refund is the fourth step thus it will happen after label printed.
#3. Delivery Failed, why?
When team-members make mistake on Selected service / Weight we will cancel the first label and create a new one. Due to Shopify settings, we can no longer adjust the tracking number once it is posted. The updated tracking number will not be sent to customer due to this limitation. Please feel free to ask us rechecking it for you.
Refund On Shipping:
If we had shipped your package with requested service, we would not refund on shipping paid.
Handling time on all orders:
Strictly 24 Business Hours. If an order is placed before cut-off time, which is 9 AM PST for all orders, it is very likely your package will be out within the same day before 5 PM PST. As every package is handled within 24 business hours, we have done everything to ensure that there is no delay from our end.
Delivery time:
We do not work for UPS/USPS or any other carrier; therefore, we cannot guarantee package delivery time.
Lost Package:
We will take care of your first lost package at no charge. You can request us to re-send it or refund you. Should it happen to you please pay for the package signature required for your future shipments to prevent your loss.
Delayed Package:
We cannot guarantee delivery speed; however, if a package is severely delayed, please contact us and we will consider it as lost. Then the lost package rule applies.
For USA Domestic shipments:
If a package tracking is not updated within 10 business days, please contact us and most likely this package is delayed or lost.
For International Shipments:
If a package tracking is not updated within 21 business days, please contact us and most likely this package is delayed or lost.
Rush Shipping:
We usually recommend customers to plan; however, if you are really in rush situations, please pay for rush package and we will rush it for you with UPS the next day air. Please do give UPS1-2 business days for its delivery. Again, planning is crucial.