Shipping policy

Highdeep Creative Shipping & Delivery Policy

This policy, together with our Terms of Service and Return Policy, constitutes the complete purchase agreement for all cross-border orders on our site. All products are shipped from warehouses within mainland China via international cross-border logistics.

Section 1 – General Provisions

As a cross-border e-commerce platform, all products are dispatched from warehouses within mainland China. The delivery process involves international line haul transportation, destination customs clearance, and last-mile delivery. Delivery timelines are affected by multiple factors such as international logistics warehouse congestion, customs policies, and local delivery capacity. All delivery times are estimates only and do not constitute a guaranteed delivery date.
By placing an order, you acknowledge that you have read and agree to all terms of this policy. If mandatory consumer protection laws apply in your region (such as the EU or UK), statutory rights shall take precedence.
For all logistics-related inquiries, please contact us at service@highdeep.net. We will respond within 1–3 business days.

Section 2 – Shipping Coverage & Rates

1. Shipping Coverage

We ship to most countries and regions worldwide. Due to international trade restrictions and logistics network limitations, some remote areas and sanctioned countries/regions are temporarily unavailable for delivery. The final serviceable regions are as displayed on the checkout page.
Remote areas (such as islands, remote postal code zones, and mountainous regions) may incur additional delivery surcharges. After you place an order, customer service will proactively contact you for confirmation. You may choose to pay the surcharge for shipment or cancel the order for a full refund.

2. Shipping Rate Calculation

Shipping fees are calculated in real time based on product weight, delivery destination, and logistics channel. The fees include domestic warehouse outbound processing in China, international line haul transportation, and basic customs clearance service fees. The final amount is as displayed on the checkout page.
Site-wide free shipping promotions are subject to the rules published on the page. Free shipping only covers basic international delivery fees and does not include additional charges such as destination import duties, VAT, customs clearance fees, or remote area surcharges.
Multiple items in the same order will be shipped together in principle. If split shipment is required due to inventory or product attributes, we will not charge additional shipping fees and will notify you of the split shipment progress via email.

Section 3 – Order Processing & Shipment

  • Processing Timeframe: Orders for standard in-stock items will be picked, packed, and dispatched within 1–3 business days after successful payment.
  • Shipment Notification: After the product is dispatched from our China warehouse, we will send a shipping confirmation email to your order email address, including the carrier name and full tracking number. You may use the tracking number to check the full status of domestic outbound, international line haul, destination customs clearance, and last-mile delivery.
  • Address Modification: After submitting your order and before the product is shipped, you may contact customer service to request a delivery address change. Address modifications are not available once the product has been shipped. Losses and shipping fees caused by incorrect addresses or unreachable contact information shall be borne by the purchaser.
  • Orders are not processed during Chinese statutory holidays and warehouse inventory periods. Shipment times will be postponed accordingly, and such periods are not counted toward the order processing timeframe.

Section 4 – Estimated Delivery Timeframes

Delivery timeframe refers to the estimated number of days from when the product leaves our China warehouse to when it arrives at your specified delivery address. It does not include order processing time and is for reference only:
  • United States: 10–20 business days
  • EU / UK: 12–25 business days
  • Canada, Australia, New Zealand: 15–30 business days
  • Southeast Asia: 7–15 business days
  • Other countries / regions: 15–35 business days
Please note: Delivery times may be delayed due to force majeure events such as international logistics warehouse congestion, customs random inspections, natural disasters, destination regulatory restrictions, or peak e-commerce seasons. We shall not be liable for delayed delivery, but we will assist you in tracking logistics progress and coordinating resolutions. It is normal for tracking information to remain unchanged for 3–7 days during the international line haul phase. Thank you for your patience.

Section 5 – Customs Clearance & Import Taxes

Export customs declaration procedures within China are handled by us, and related fees are included in the shipping cost.
Product prices and shipping fees displayed on the site do not include import duties, value-added tax (VAT), consumption taxes, customs clearance fees, or other import-related charges in the destination country/region. In accordance with destination customs regulations, such fees are the responsibility of the recipient. The exact amount and payment method are subject to notification from local customs or the logistics provider.
If you refuse to pay import taxes and duties, resulting in the package being detained, returned, or destroyed by customs, related losses shall be borne by you. Incurred round-trip shipping fees, duties, and storage fees will be deducted from the refund amount. We reserve the right to recover any shortfall.
You are obligated to cooperate with local customs for clearance and provide necessary identification documents and proof of purchase. Losses such as package detention, return, or destruction caused by your failure to cooperate in a timely manner shall be your sole responsibility.

Section 6 – Logistics Exception Resolution

1. Non-Delivery

  • If the logistics tracking shows "delivered" but you have not actually received the product, please contact customer service within 7 calendar days from the delivery date shown in tracking, and provide your delivery address and recipient information for verification.
  • If verified as a lost parcel, misdelivery, or last-mile delivery loss, you may choose free re-shipment or a full refund. Related losses shall be borne by us.
  • If the product has not been received 15 days after the latest estimated delivery date, and tracking information has not been updated for 15 consecutive calendar days, you may contact customer service to initiate a lost parcel investigation. Upon confirmation, the above resolution options will apply.

2. Prolonged Logistics Stagnation

  • If tracking information remains unchanged for 15 consecutive calendar days during the international line haul or customs clearance phase, it is deemed a logistics exception. You may contact customer service to initiate an inquiry.
  • If the parcel is confirmed lost or seized and cannot continue delivery, we will arrange free re-shipment or a full refund for you.

3. Damaged / Incorrect Items

If you find severely damaged outer packaging or items that do not match your order upon delivery, please contact customer service within 7 calendar days of receipt and provide photos of the outer packaging, product, and shipping label. If verified as our liability, it will be handled in accordance with the relevant rules of our Return Policy.

Section 7 – Package Rejection & Returns

  • Rejection due to Seller Liability: If the product has quality defects, wrong/missing items, severe damage or other seller-liable issues, you may reject the package and contact customer service promptly. Round-trip shipping fees and related losses shall be borne by us.
  • Rejection / Return for Personal Reasons: For non-seller-liable cases, if you reject the package or request a return for personal reasons (change of mind, dislike, unmet expectations, refusal to pay taxes, etc.), all incurred fees including round-trip international shipping, duties, storage fees, and return clearance fees shall be borne by you. Such fees will be deducted from the order amount at the time of refund, and the remaining balance will be refunded to your original payment method.
  • Return due to Failed Delivery Attempts: Packages returned automatically due to unreachable recipient phone number, unoccupied address, or multiple failed delivery attempts shall be treated as personal reason returns, with related fees borne by you.
  • All returned packages must be delivered back to our China warehouse and pass inspection in good condition before subsequent refund procedures can be processed. Cross-border return transit time is typically 15–30 business days, subject to actual logistics conditions.

Section 8 – Special Provisions for EU / UK Regions

For orders with shipping addresses in the EU or UK, the following supplementary rules apply in accordance with local consumer protection laws. In case of inconsistency with the foregoing provisions, this section shall prevail:
  1. We will dispatch the product from our China warehouse within a maximum of 30 days after order confirmation, and will use our best efforts to complete delivery within the estimated timeframe.
  2. The risk of loss or damage before delivery (signature of receipt) shall be borne by us; risk transfers to you upon delivery.
  3. For returns without reason within the statutory cooling-off period, return shipping fees and related import/export charges shall be borne by you. For returns due to product quality issues, wrong shipments or other seller liabilities, return shipping fees shall be borne by us. For detailed rules, please refer to our Return Policy.

Section 9 – Supplementary Provisions

  • Risk Transfer Rule: Except for the EU and UK regions, which are governed by the special provisions in Section 8, for all other regions, all transportation risks (loss, damage, misplacement) are borne by us before product delivery; risk transfers to the recipient upon signature of receipt.
  • This policy is prominently published in the website footer, product detail pages, and checkout page, and you may review it at any time before placing an order. Placing an order means you have read and agree to all terms of this policy.
  • We reserve the right to update this policy based on logistics channel changes and international policy adjustments. The revised policy shall take effect after being published on the website.
  • Matters not covered in this policy shall be implemented in accordance with our Terms of Service and Return Policy.