運送政策

Our shipping cover most of the counties in the world unless prohibited by our courier. If you could not find your country at checkout or you are not sure if your country is accepted, kindly send us an email at info@retopro.co before placing your order.

GLOBAL SHIPMENT:

We use various shipping couriers. The shipping duration and fee will differ from the shipping destination you choose.

All order will dispatch in 1-3 working days* from our fulfillment centers. No worries if you cannot see any tracking update when you received the tracking notification from us. As the tracking that customer will receive is a local tracking number, which there will be update as soon as the order has arrived in your destination. Except under pre-order period or other special occasions stated.

Shipping cost is automatically calculated at checkout, before order confirmation. The shipping rate is according to the weight of your order. Import duties, taxes or charges for customs clearance, if any, is not included and customers are liable to cover such cost.

Below shipping duration (under normal days) for reference only:

Region	Estimated time of delivery after dispatch
United States of America, Europe, United Kingdom	7-14 working days*
Asia regions	5-7 working days*
Rest of the World	10-20 working days*

Remote areas may take extra 5 working days* for delivery. Additional remote surcharge may be applied after dispatchment, our CS team will contact you via email if such cost may be involved. 

*Working days do NOT include weekends nor holidays.

A small percentage of package might be inspected by customs and shipment might be delayed. Our company held no responsibility for import duties, taxes or charges for customs clearance, if any.

Disclaimer: Estimated delivery time exclude any uncontrollable shipment situation (e.g. held by customs/ COVID-19/ hitting peak seasons etc.) which shipment maybe prolonged beyond control. Our company will not be held responsible for any delay of shipment. And we do not offer refund in any such circumstance.

For all couriers, delivery confirmation is based on the tracking status provided. Please note that we do not provide signed Proof of Delivery (POD) documentation for our shipments.

If the recipient is unavailable at the time of delivery, the courier may leave the package with a neighbor, at a reception desk, or in a mailroom. This does not constitute incorrect delivery. We highly recommend the recipient contact the courier directly beforehand, to explore potential options for rescheduling or alternative arrangements of delivery.

REROUTE/ RESHIPMENT:

All dispatched order cannot be rerouted, customers should be careful when filling in their shipping details. If shipment was failed to deliver and being returned, there will be an additional reshipping cost applied.

DISPUTED DELIVERIES:

If the delivery status is marked as "delivered" but the recipient cannot locate the parcel, we may consider it a suspected stolen parcel case. In such instances, a police report is compulsory for our records to arrange a reshipment.

Alternatively, recipients can provide supporting evidence (e.g., images, videos, or other documentation) confirming that the parcel was not delivered on the date or time indicated in the tracking information. We will investigate the issue thoroughly and work to resolve it as quickly as possible.

DAMAGED DELIVERIES:

Cosmetic damage to packaging is not eligible for claim. The primary purpose of the shipping box and the product's external packaging is to protect the actual gear inside. Parcels change hands many times during transit, minor wear and tear on the outside is common.

We do not offer replacements, compensation, or refunds for cosmetic damage to the external box or product packaging (such as dents, creases, scuffs, or tears). This policy applies to all orders, including items that were purchased with the intention of being given as gifts.

Damage to the actual product is eligible for replacement. If the physical product itself has been damaged in transit and is broken, cracked, or malfunctioning, we will gladly arrange a reshipment once the damage is verified. While we do not offer any refunds for such case.