配送ポリシー

C2H4® ships internationally from Shanghai, China unless otherwise stated on the product page or at checkout. Shipping costs, estimated delivery times and any available shipping methods are presented before an order is completed.

 

1. Shipping Origin

Unless otherwise stated, orders are fulfilled and dispatched from our facility in Shanghai, China. Orders may be shipped in separate parcels where required by product availability, packaging or fulfillment arrangements.

2. Order Processing

Please allow approximately 1–3 business days for order processing and verification before shipment. Orders placed during weekends, public holidays, high-volume product releases or other peak periods may require additional processing time.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information when available.

3. Estimated Delivery Times

Estimated delivery times after dispatch are:

•  United States: 3–7 business days after dispatch

•  Asia: 2–5 business days after dispatch

•  Other destinations: Varies by destination and shipping service; refer to checkout for the available estimate.

Delivery estimates are not guaranteed and may be affected by customs processing, local carrier operations, weather, public holidays, security checks or other circumstances outside our reasonable control. We will make reasonable efforts to keep customers informed of material delays.

4. Shipping Charges

Shipping charges are calculated based on the delivery destination, selected shipping service, order value, package size and weight. Available shipping methods and applicable charges will be displayed before checkout is completed.

If an unusual shipment requires an additional shipping charge that could not reasonably be calculated at checkout, we will contact the customer before dispatch. No additional amount will be charged without the customer’s approval. If the customer does not accept the revised charge, the affected order may be cancelled for a refund.

5. Duties, Taxes and Customs

Unless the checkout page expressly states that duties and taxes are included, international orders are shipped on a Delivery Duty Unpaid (DDU) / Delivered at Place (DAP) basis.

Import duties, VAT, sales tax, customs clearance charges, brokerage fees or other destination-country charges are included in the amount paid to C2H4®.

The customer is responsible for providing information required for customs clearance. Authorities may request identification, tax information or other documentation before releasing a shipment.

6. Tracking

When tracking is available, the tracking number and carrier information will be included in your shipping confirmation email. Tracking events may take time to update after dispatch, particularly for international shipments.

7. Customs and Delivery Delays

International shipments may occasionally be delayed by customs, local carrier operations, weather, public holidays or other factors outside our reasonable control. C2H4® will assist where reasonably possible, but customs processing is controlled by the destination-country authority.

8. Delayed or Lost Packages

If tracking has not updated for an unusual period or the parcel has not arrived within a reasonable time after the estimated delivery date, contact customerservice@c2h4losangeles.com. C2H4® will assist with the carrier investigation and, where appropriate, submit a carrier claim.

Customers may be asked to provide supporting information required by the carrier. If a shipment is confirmed lost before successful delivery, C2H4® will provide an appropriate resolution based on the investigation outcome and applicable law.

9. Packages Marked as Delivered

If tracking shows that a parcel was delivered but you cannot locate it, please check the delivery location, safe-drop areas, household members, neighbors, reception or building management, and your local carrier. If the parcel remains missing, contact C2H4® promptly so that we can assist with a delivery investigation where reasonably possible.

Where carrier records confirm successful delivery to the address supplied by the customer, replacement or refund is not guaranteed, except where required by applicable law.

10. Damaged Shipments

If a parcel or product arrives visibly damaged, retain the product, all internal and external packaging, the shipping label and any carrier documentation. Contact us promptly with photographs before disposing of the packaging. C2H4® will review the issue and coordinate with the carrier where appropriate.

11. Address Changes

If you need to change your shipping address, contact customerservice@c2h4losangeles.com as soon as possible. Address changes are not guaranteed once an order has entered processing. Once a parcel has been handed to the carrier, we may be unable to modify or reroute the shipment.

Customers are responsible for providing complete and accurate shipping information when placing an order.

12. Returned to Sender, Refused or Unclaimed Packages

Packages may be returned to sender because of an incorrect or incomplete address, failed delivery attempts, failure to collect the package, refusal of delivery, failure to provide required customs information, or refusal or failure to pay applicable duties or taxes.

Once a returned parcel has been received and inspected, we will contact the customer. If reshipment is requested and the failed delivery resulted from customer-provided information or customer action, the customer may be responsible for actual return shipping, reshipping, customs and carrier charges.

If the customer does not wish to have eligible merchandise reshipped, the merchandise may be processed under the Refund Policy, including Store Credit where applicable, less actual non-refundable shipping, carrier or customs costs where permitted by applicable law. If the return resulted from a verified C2H4® or carrier error, the customer will not be charged additional reshipping costs.

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