Shipping policy
GOODS POLICY
1. International Shipping & Delivery Coverage
1. Eligible Regions: We provide international shipping services to designated western countries, including the United States, Canada, the United Kingdom, European Union member states, Australia, and New Zealand.
2. Exclusions: Delivery is not available to P.O. Boxes, APO/FPO/DPO military addresses, logistics forwarding centers, or remote/inaccessible territories.
3. Delivery Addresses: Shipping is applicable to verified residential and commercial addresses. Customers must ensure that the shipping address is precise and accessible by international courier vehicles.
4. Restricted Facilities: Direct point-to-point delivery is not provided to highly secured facilities, government institutions, hospitals, or military zones. Courier handovers will be conducted at the exterior perimeter or the designated mailroom of such locations.
5. Courier Policy Alignment: Our fulfillment service is governed by the terms, conditions, and operational updates of our international third-party logistics partners (e.g., DHL, FedEx, UPS). Shipping methods and timeframes are subject to change based on their latest regional policies.
2. Shipping Fees, Customs & Import Duties
1. Standard Shipping Rate: For orders below the free shipping threshold, a flat-rate international shipping fee will be charged based on the destination region, starting from a baseline fee (indicated at checkout).
2. Free Shipping Threshold: Orders with a net order total (excluding services, digital products, and after all discount/promo codes are applied) of USD $60 / EUR $55 / GBP $45 or above qualify for one-time standard international free shipping.
3. Heavy or Oversized Items: For exceptionally heavy or large-volume items, standard shipping rates do not apply. Specific surcharges will be explicitly displayed on the respective product page or calculated at checkout.
4. Customs, Duties, and Taxes (DDU): All international orders are shipped on a Delivery Duty Unpaid (DDU) basis. The recipient is entirely responsible for all import duties, customs clearance fees, Value Added Tax (VAT), Goods and Services Tax (GST), or any local consumption taxes imposed by the destination country. These fees must be paid to the courier or local customs authority before the package can be released.
3. Estimated Delivery Timeframe
1. Processing & Transit Time: Upon payment verification, orders are processed within 2–4 business days. International transit typically takes 7–14 business days, depending on customs clearance procedures and regional logistics capacity.
2. Delivery Schedule: Deliveries are carried out in accordance with the local working days of the destination country (generally Monday to Friday, excluding regional public holidays).
3. Delays & Force Majeure: Delays may occur due to customs inspections, severe weather anomalies (e.g., blizzards, hurricanes), flight disruptions, labor strikes, or other force majeure events.
4. Customer Support: If an international shipment has not arrived within 21 days from the date of order confirmation, please contact our Customer Service team immediately via the real-time support buttons on the EASY MARKET website, Messenger, or by emailing cs@easy-market.shop. We will investigate the shipment status during office hours (Monday to Friday, 9:30 AM – 6:00 PM HKT).
4. Delivery Methods & Restrictions
1. Logistics Partners: International orders are fulfilled via premium global carriers, including but not limited to DHL Express, FedEx, UPS, or EMS Speedpost.
2. Age Restrictions: For any shipments containing alcoholic beverages or age-restricted items, the recipient must be of legal drinking/purchasing age in the destination country. The courier reserves the right to demand official government-issued photo identification for age verification before releasing the parcel.
3. Locker & Collection Points: Self-pickup lockers, postal boxes, or local partner collection points are strictly unavailable for international shipments due to customs and cross-border verification requirements.
5. Order Tracking & History
Customers can access their comprehensive order records and modify personal profile details by logging into: https://easymarket.com.hk/account/login. Enter the registered email address and click "Continue". A 6-digit dynamic secure verification code will be sent to your email. Enter this code to securely access the dashboard. We strongly recommend bookmarking this URL for future reference.
6. Order Modification & Cancellation
Once payment is confirmed, the system immediately initiates automated logistics pipelines (including custom documentation preparation, stock reservation, and payment processing). Consequently, any requests to modify or cancel an order must be submitted via our official communication channels within 24 hours of purchase.
7. Stock Outages & Backorders
1. Partial Stock Outage: If a specific item within a multi-item order is unavailable, the remaining valid items will be dispatched as scheduled. A refund for the out-of-stock item will be processed within 5 business days using the original payment gateway. For credit card transactions, the precise reflection of funds depends entirely on the issuing bank's policy.
2. Shipping Fee Adjustments: If the removal of the out-of-stock item causes the net order total to fall below the free shipping threshold, the standard international shipping fee will be waived. However, any specialized heavy-item surcharges remain applicable.
3. Full Stock Outage: If all items in an order are out of stock, a full refund will be initiated within 5 business days. Depending on international banking systems and payment platforms, funds may take up to 15 business days to clear into your account.
8. Returns, Exchanges & Refund Policy
1. Return Eligibility Criteria: To qualify for a return, the product must be in pristine, brand-new, and unused condition. The complete original packaging (including outer boxes, inner plastics, tags, manuals, accessories, and promotional gifts) must remain completely intact. Proof of purchase or the order number must be provided.
2. Restocking & Administrative Fee: For all approved discretionary returns (change-of-mind), a restocking and administrative handling fee equivalent to 20% of the item's retail price will be deducted from the refund amount. The net refund will be calculated as: Net Refund = Product Retail Price - 20% Admin Fee.
3. Return Logistics Costs: The buyer is fully responsible for all return shipping costs, international freight charges, and any associated customs duties incurred during the return process, except when returning a product due to verified transit damage or product defects.
4. Defective or Damaged Goods: If you receive a product that is non-functional, damaged, or incorrect, you must contact our support team within 48 hours of receipt. Clear photo or video evidence documenting the defect must be provided. Upon validation, a replacement of the identical model will be dispatched free of charge; no administrative fees or additional shipping fees will apply.
5. Non-Returnable Situations: Returns will be rejected if:
(i) the request is made more than 7 days post-delivery;
(ii) the item has been unsealed, used, washed, or physically altered;
(iii) original packaging, components, or gifts are missing;
(iv) the claim is based purely on subjective personal preferences (e.g., subjective intensity of vibration, slight color discrepancies due to monitor displays, minor material odors).
8. Return Protocol:
◦ Step 1: Contact customer support via the website Messenger or E-mail with your order ID and justification.
◦ Step 2: Authorized applications will receive a return authorization and return address within 2–3 business days.
◦ Step 3: Securely pack and ship the item via a trackable courier service. The customer must retain the tracking number.
◦ Step 4: Upon receipt and physical inspection, approved refunds (minus the 20% fee) will be disbursed within 7–14 business days.
9. Third-Party Courier Liabilities
1. Delivery Validation: Carriers may leave parcels at a designated safe place, residential mailroom, concierge, or front door if deemed reasonable, or hand it over to any person present at the delivery address. Such actions constitute successful completion of delivery.
2. Fulfillment Disclaimers: Once the carrier confirms successful delivery to the designated location or proxy, EASY MARKET and the logistics provider are fully discharged of their delivery obligations. We bear no liability for subsequent theft, loss, or unauthorized interception of the package.
3. Unsuccessful Delivery & Reshipment: If delivery fails due to incorrect customer details, absence of a recipient, or refusal to accept the package, the courier will return the parcel to our warehouse. Customers requesting reshipment will be billed for the full actual return-and-reshipment international freight costs (calculated based on package weight and carrier standard tariffs, starting from a baseline fee).