Do you ship worldwide? Yes, we ship internationally. However, there are some countries or regions that have blocked or made strict restrictions on international shipping. So please make sure that international shipping is possible in your destination country before placing orders.
How to set up shipping rates on my online store? Setting shipping rates is crucial. Only after setting shipping rates, can your customers place orders. Here is how to set shipping rates:
What kind of shipment will you use for my order? To make sure you receive the package on time and intact, we primarily choose air freight for small orders. The sea shipping (standard shipping on our website) will be available if the total item weight reaches 21kg. If you prefer another shipping method, or you have special requirements, please let us know, we would love to find out the best solution for you.
How long it takes for international shipping?
- Depending on the shipping method you choose:
- Standard shipping: Average fulfillment time 12-20 business days.
- Special line: Average fulfillment time 7-10 business days.
- International shipping: Average fulfillment time 3-5 business days. These shipping times are estimates, not guarantees, and do not include the production time of POD products. These estimates exclude local holidays. And given certain unavoidable causes (e.g., customs clearance), or misinformation (e.g., incorrect address or contact information), there may be a delay. In any case, we will give you a tracking number of your order to make sure that you can monitor the movement of your package. You can also contact our customer service (firstname.lastname@example.org) so we can also help from our side.
What if my phone number in order is invalid or wrong? It may lead to delivery failure. HugePOD won't cover the cost of reshipping or refunding the order. You may inform our customer service of it via email@example.com or online chat before shipping.
For the order with international shipping, we will email you to confirm the phone number before shipping. Your order will be temporarily retained in our warehouse for 90 days calculated from the paid time of the order if the phone number is not confirmed. As these are customized products, in order to prevent the customer's design from being leaked to the market or used by others, after the retention period, we will assist in carrying out humane and environmentally-friendly destruction, and we will not be liable for any responsibility.
How do you calculate logistics costs? The logistics cost depends on your delivery address and the weight of your order. When you place your order, our system will calculate the shipping fee based on the shipping method you choose: various shipping choices are available on HugePOD such as standard, special line and international shipping.
What if I haven't received my package after 20 days?
- Any of the following circumstances might lead to delivery failures: 1-You have missed calls from the courier multiple times. 2-The contact number you left is wrong or invalid. 3-The shipping address you left is wrong or invalid. If the delivery failed due to any of the cases above, please contact us as soon as possible with the correct contact number/address and the time available for re-delivery. Government curfew executed in response to a particular social emergency. A delay might also occur due to certain causes beyond our control, such as: 1-The flight is canceled. 2-The customer service office is on holiday. 3-The local customs staff, shipping, or logistics companies are going on strike or stop working.
What if my package is lost or damaged? If you find the package is damaged, please contact our customer service with the photos of items received within 7 days after acknowledging the receipt. If the freight company loses track of your package, we will arrange re-shipping as soon as possible.
My order shows it is being returned to sender, what now? There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility. We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.
What happens if a package wasn't delivered to my customer, but the tracking states that it was? If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, HugePOD won't cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
What if the recipient's address was wrong? If the order hasn't been shipped, we can modify the address. As the address has changed, the customer will need to bear any possible shipping price difference.If the order has been shipped, the address can't be modified.