Shipping & Delivery
Most orders arrive 7 to 20 business days after they leave the warehouse. That's longer than you're used to, and this page explains why, what makes it faster or slower, and what to do when something looks wrong.
There are two clocks, not one
Almost every delivery complaint comes from these two being added together in someone's head, so it's worth separating them.
Processing is the time between you paying and the parcel being handed to a carrier. The warehouse has to pick your item, pack it, and get it into a shipment. This usually takes a few business days and it isn't part of the 7 to 20 day estimate.
Transit is the 7 to 20 business days, and it starts the moment you get a tracking number, not the moment you order.
Why it takes that long
We don't hold stock. Your order is picked from our fulfillment partner's warehouses, and most of those are in China. A parcel going from a warehouse there to a house in Alabama crosses an ocean and clears a border, and that is simply slow.
Some items ship from US warehouses instead and land much faster. There's also a small amount of stock in Spain, the UK, and Germany. Which warehouse serves your order depends on where the item happens to be sitting that day.
Four things stretch the window: how far the parcel has to go, which carrier option you picked at checkout, whether customs decides to open it, and the time of year. Chinese New Year and the run-up to Christmas both slow everything down by a week or more, and no carrier is exempt.
What shipping costs
Shipping is priced by weight, from the table below. The same rate is quoted at checkout, shown on our product listings, and charged to your card — there is one number and it does not change based on where you are or which page you found us on.
| Package weight | Shipping |
|---|---|
| 0.00–0.05 kg | $4.99 |
| 0.05–0.10 kg | $5.49 |
| 0.10–0.15 kg | $6.49 |
| 0.15–0.25 kg | $7.49 |
| 0.25–0.35 kg | $8.49 |
| 0.35–0.50 kg | $10.49 |
| 0.50–0.75 kg | $12.49 |
| 0.75–1.00 kg | $15.49 |
| 1.00–1.50 kg | $21.99 |
| 1.50–2.00 kg | $32.49 |
| 2.00–3.00 kg | $46.99 |
| 3.00–5.00 kg | $69.49 |
The weight is the whole order, not each item, so adding a second small thing to your cart usually costs nothing extra to ship.
A small number of heavy items sit above this table. Those can only travel by sea, which takes far longer than the window below, so we price them individually at checkout and show you the carrier and its estimate before you pay.
Where more than one service is available you'll see the options and can pick a faster one at no extra cost. The delivery estimate next to each is the carrier's projection. It's the best information we have, and it's still a projection.
One order can arrive as several parcels
If you order two things and they're sitting in warehouses in different countries, they ship separately. You get a separate tracking number for each, they travel at different speeds, and they turn up days or weeks apart.
This surprises people, so to be clear: a package arriving with only part of your order is normal and is not a mistake. Your order page lists every parcel and its tracking. If one of them stops moving, the windows further down apply to that parcel on its own.
Tracking your order
We email you a tracking link as soon as there's something to track, and again when the carrier reports it out for delivery. You don't need an account. The link in your email works on its own and shows the current status of every parcel in the order.
That link is the only way into your order without logging in, so anyone who has it can see your order. Don't post it anywhere public. If you do have an account, your order history is under Orders and you don't need the link at all.
Tracking often sits still for a while in the middle of the journey, usually while the parcel is on a plane or waiting on a customs queue. A quiet week is not a lost parcel.
Customs and import charges
We ship worldwide. If your order crosses a border, your own country may charge import duties, taxes, or a handling fee before it will release the parcel. Those charges are set by your government, they aren't included in what you paid us, and we have no way to pay them for you.
Rules differ enormously between countries, and thresholds change. If you're ordering from outside the United States and the amount matters to you, check with your local customs office first.
When it's actually late
If tracking has shown no movement at all for a long stretch, we'll refund or reship. The thresholds we work to, counted from dispatch:
- United States: 45 days
- Most other countries: 60 days
- CJPacket Liquid service: 100 days
- Brazil: 110 days
Brazil's number is not a typo. Parcels genuinely sit in Brazilian customs for months and we'd rather show you the real figure than a comfortable one.
If tracking says delivered and the parcel isn't in your hands, we can't treat it as lost in transit. Check with anyone else at the address, your building, and your local carrier depot first, because in most cases it turns up.
Arrived damaged or the wrong item? Tell us within 30 days of delivery and send a photo. We file the claim with the warehouse for you.
Full details are in the refund policy. To start anything, use our support page or email [email protected]. Have your order number ready.
Check your address
An order sent to a wrong or incomplete address isn't covered, because once it's gone we can't recall it. If you spot a mistake, contact us immediately. Before the warehouse picks the order we can usually still fix it. Afterwards we can't.