Shipping policy

International Shipping

As an international e-commerce company, we operate globally and offer shipping services to most countries. When you check out, select your country to immediately see the applicable shipping costs.

For international shipments, be aware that different countries may impose special duties and fees. Currently, our checkout system is not configured to collect international duties and fees. As a result, when your order reaches customs, you might need to pay these charges separately. We understand this isn't the most convenient situation, and our team is working to find solutions to improve the experience for our international customers. 

 

Processing & Shipping Time

Once you place an order with us, our team gets to work immediately. All orders are processed within 2 to 5 business days. Orders placed on weekends or public holidays will be processed on the next business day.

The shipping time for your order depends on the type of product you've purchased and its destination. Generally, you can expect your order to be delivered within 7 to 20 business days, but this can vary based on where it's going. Please note that there may be delays in shipping due to unforeseen circumstances (e.g., customs clearance, weather) during transit. However, for the majority of the time, your packages will arrive within the aforementioned period.

During holiday seasons and high shipment volumes,  orders may experience delays, and tracking information may take 3 to 5 days to update. If your shipment is going to be significantly delayed, we'll email you to keep you informed. We understand how important it is for you to receive your order in a timely manner, and we always strive to minimize any disruptions in the shipping process. 

 

Shipping Methods & Costs

To ensure your orders reach you promptly, we partner with both postal services and YunExpress, 4PX, SF Express, or Yanwen for shipping. When you place an order, you'll clearly see the available shipping methods and their respective charges. We offer free shipping for purchases over $60. If your order is under $60, you will be charged a $9.99 fee. Additionally, we are working to offer more shipping options for our customers.

The shipping cost is determined by multiple elements. These include the service level you choose (either Standard or Expedited), the quantity of items in your order, the combined weight of those items, and the country where you want the order delivered. The shipping cost is calculated and shown next to your shopping cart, giving you an early estimate. Then, right before you finalize the payment, it's recalculated and displayed again, taking into account the exact items you've selected and your shipping destination. This way, you're always well-informed about the shipping expenses associated with your purchase.

 

 

Order Status & Tracking

We're committed to providing tracked shipping for every single order you place with us. The moment your order is dispatched, we'll send an email straight to the address you used when placing the order. This email will include a tracking number so you can monitor your package's journey. Keep in mind that it may take 24 to 48 hours for the tracking number to become fully active and start showing accurate updates.

In some cases, a signature will be required upon delivery to ensure the safe and proper receipt of your package.

To stay informed about your order's progress, visit our dedicated tracking page. There, you can enter your tracking number and get real-time information on where your order is and when it's expected to arrive. We strive to make the process as transparent and convenient as possible.

 

Shipping to P.O. Boxes or APO/ FPO Address

We regret to inform you that we are unable to ship orders to P.O. Boxes or APO/FPO addresses. We understand this may be inconvenient, and we are actively exploring and working on a solution to enable such shipping options. 

As soon as we make progress and are in a position to offer shipping to P.O. Boxes or APO/FPO addresses, we will immediately update our shipping policy. We appreciate your patience and understanding in the meantime, and we hope to expand our shipping capabilities to include these address formats in the near future.

 

Delayed, Undelivered or Lost Packages

At Biewell, we take every measure to verify the shipping address you provide during checkout. Our goal is to ensure that the address is recognized as valid by the shipping carrier. If our validation process fails, we will immediately attempt to contact you to obtain an updated and correct address. However, if we are unable to update the address despite our efforts, we will cancel the order and issue a full refund.

It's important to note that we cannot be held accountable for failed delivery attempts that result from incorrect or incomplete shipping addresses provided by the customer, or if the customer refuses delivery at the doorstep and we are unable to retrieve the package. Any re-delivery attempts or refunds will only be processed once we have received the product back and have had the opportunity to communicate with you to fully understand the situation.

Occasionally, the shipping carrier may inaccurately mark an order as 'Delivered', which can cause confusion. In such cases, you have the option to either contact us directly at support@biewell.com or contact the carrier to resolve the issue.

If you suspect your order is delayed in shipping, please check the estimated delivery time first. This will help you determine if the delay is truly a cause for concern. If you still have questions, you can email us at support@biewell.com to inquire about the exact status of your order.

In the rare event that your package goes missing during transit, we will file a claim with the shipping carrier. The carrier will conduct a comprehensive investigation, which may involve local law enforcement, to locate your package. Once the investigation is complete, usually within 30 days, we will either refund your order or send out a new shipment, depending on the outcome of the investigation. We appreciate your patience and understanding throughout this process.

 

Damaged or Stolen Packages

We want to clarify that our company cannot be held responsible for any products that are damaged or stolen either during the shipping process or after they have been delivered. In the unfortunate event that you receive your order in a damaged condition, you must file a claim directly with the shipment carrier. Before you do so, make sure to retain all packaging materials and the damaged goods as they will be crucial for the claims process.

If your package has been successfully delivered but is later stolen from your porch or any other location, you have the option to file a mail theft complaint with your local Postal Inspection Service. This applies to all deliveries, and taking this step can help initiate an investigation into the theft of your package. We understand these situations can be frustrating, and we encourage you to take appropriate action to reach a resolution.

 

Return & Refund

We accept returns within 30 days of delivery. For a return to be processed, the items you send back must be unused and in their original condition. It's important to note that certain items, like those marked as final sale, cannot be returned. To learn more about which items are eligible for return, the return process, and our refund policy, please visit our dedicated Return & Refund Policy page. We aim to make the return experience as clear and straightforward as possible for you, and this page has all the details you need to ensure a seamless return if necessary.

 

Force Majeure

If we are unable to meet any of its obligations to customers due to force majeure, the fulfillment of that obligation will be suspended for the duration of the force majeure event.

Force majeure encompasses all external situations that are beyond our control and render it either wholly or partially impossible to carry out our obligations. These events can include, but are not limited to, strikes, fires, disruptions in power supplies, telecommunication networks or communication systems, the temporary inaccessibility of the online store, shortages of components, pandemics, wars, and instances of late or non-delivery by suppliers or other third parties.

 

Changes to This Shipping Policy 

We maintain the right to change and update this policy at any time. It's important to note that we are not obligated to provide prior notice to our customers. Various factors typically necessitate these changes. For instance, changes to laws and regulations often require us to adjust our policies accordingly. Shipping restrictions imposed by carriers, regulatory bodies, or due to unforeseen circumstances also prompt policy updates. Additionally, internal changes within our business operations, such as shifts in supply chain management, customer service strategies, or technological advancements, may lead to modifications in this policy. We encourage you to periodically check for any updates to stay informed about the policies that govern your interactions with us.

 

Contact Us

Should you have any questions or concerns about shipping, email us at support@biewell.com. We're committed to addressing your issues and ensuring a smooth shipping experience for you.