Shipping policy
1、Delivery Scope
Our products can be delivered to most countries and regions around the world, with core coverage including the United States, Canada, EU countries, Australia, Japan, etc. Due to logistics policies and customs clearance restrictions, delivery services are temporarily not available to some war-torn, sanctioned areas and remote islands. The specific deliverable areas are subject to the display on the order checkout page. If your region is temporarily unavailable for delivery, you can contact customer service to reserve your needs, and we will synchronize the latest updates on delivery scope in real time.
2、Shipping Fee Standard
Shipping fees are comprehensively calculated based on the weight, volume, delivery destination and transportation method of the goods, and the specific amount will be automatically generated on the order checkout page.
1. Light and small equipment (single weight ≤10kg, volume ≤0.1m³): a shipping feewill be charged according to the actual logistics cost.
2. Medium and large equipment (single weight ＞10kg or volume ＞0.1m³): Adopt overseas warehouse direct delivery or first-way sea freight + last-mile delivery mode. The shipping fee includes first-way transportation, customs clearance, local delivery and other costs, which are subject to the display on the checkout page; .
3. Customized equipment: The packaging and transportation costs need to be calculated separately. The shipping fee will be informed by customer service in advance, and the order will be generated after confirmation.
3、Transportation Timeframe
The transportation timeframe is affected by transportation method, delivery destination and seasonal factors. The estimated timeframe is as follows. It may be delayed by 3-7 working days during holidays (such as Christmas and New Year), thank you for your understanding.
1. Overseas warehouse direct delivery (covering core cities in the United States, EU, and Australia): Light and small equipment will be delivered within 3-5 working days, medium and large equipment within 3-7 working days, and 2-3 working days for remote areas.
2. International direct mail (areas not covered by overseas warehouses): Light and small equipment will be delivered within 7-20 working days, medium and large equipment within 15-30 working days, and the customs clearance link may take an additional 3-5 working days.
3. Expedited transportation: Air freight expedited service is available. Light and small equipment will be delivered within 3-7 working days, and medium and large equipment within 5-10 working days. The specific cost and timeframe can be confirmed by contacting customer service.
4、Order Modification & Cancellation
1. After the order is generated, if the goods have not been shipped (overseas warehouse orders not sorted, direct mail orders not packed), you can contact customer service to modify the shipping address, contact information and other details. Modification is allowed only once and must be requested within 24 hours after order generation.
2. You can apply to cancel the order before the goods are shipped. After successful cancellation, the full payment will be refunded (excluding the paid expedited shipping fee); if the goods have been shipped or entered the customs clearance link, the order cannot be canceled, and you can only return the goods in accordance with the return policy after receipt.
3. After the generation of customized equipment orders, due to exclusive production, they cannot be modified or canceled. If you insist on canceling, 30% of the order amount will be deducted as compensation for production costs.
5、Logistics Tracking
After the goods are shipped, we will send the logistics tracking number and query link via email and in-site message. You can check the real-time logistics status through the link (including shipping, customs clearance, local delivery, signature and other nodes). Overseas warehouse orders can be queried on the official website of the local logistics service provider, and direct mail orders can be queried through the international logistics platform. If the logistics information is not updated for more than 72 hours, or you have questions about the logistics status, please contact customer service in a timely manner for verification.
6、Compliance & Packaging Instructions
1. Professional Packaging: The equipment are packaged with shockproof bubble film + hard cartons. The outer box is marked with "Heavy Equipment", "Center of Gravity" and other signs to prevent damage during transportation.
2. Duties & Taxes: Tariffs, value-added taxes and other taxes for international orders are borne by the recipient. We will indicate the estimated taxes on the order page, and the specific amount is subject to the verification of the local customs. The recipient must cooperate to complete the customs clearance procedures. If customs clearance fails, goods are detained or returned due to personal reasons, the round-trip shipping fees and fines will be borne by the recipient.
7、After-Sales Service & Contact Information
1、Handling of Logistics Issues: If the goods are damaged, lost, or incorrectly delivered, please contact customer service within 48 hours after receipt, providing the order number, logistics tracking record and photos of damage/incorrect delivery. We will arrange replacement, return or compensation after verification.
2. Contact Information: Customer Service Email: chaogong2@ruilin.com; Online Customer Service: "Online Consultation" at the bottom right corner of the website (working hours 8:00-17:00, Time Zone: GMT+8); Service Hotline: +86-15370998697.
3. Policy Update: This logistics policy will be adjusted in a timely manner according to international logistics regulations and market changes. The updated policy will be posted on the homepage of the website and take effect immediately after posting.