Shipping policy
SHIPPING POLICY
OVERVIEW
At Hometouch, we are committed to delivering your products safely and efficiently. All shipping and delivery timeframes displayed on our website, product pages, or order confirmations are estimated delivery ranges, not guaranteed delivery dates. These estimates are provided in good faith and are based on current production schedules, processing time, and carrier performance at the time of purchase.
Once an order has been handed to the carrier, delivery timelines are dependent on carrier operations and are outside of our direct control.
SECTION 1 - PROCESSING & HANDLING TIME
Before your order ships, it must undergo processing, which includes verification, quality checks, and secure packaging.
- Handling Time: Typically 3 business days.
Please note that processing and production times are separate from the transit time.
SECTION 2 - SHIPPING METHODS & ESTIMATED DELIVERY
We offer different shipping options to accommodate your needs. Delivery timing after shipment is dependent on carrier performance and destination.
- Standard Free Shipping: Estimated Delivery: 15–25 business days after order placement. Orders placed with Standard Free Shipping enter our standard production or preparation queue.
- Priority Processing + Free Shipping: Estimated Delivery: 10–20 business days after order placement. Priority Processing places your order ahead of standard orders in our production queue, which may reduce overall processing time. While this option accelerates production, it does not guarantee a specific delivery date.
SECTION 3 - ORDER TRACKING
Once production is complete and the order is handed off to the carrier, tracking information will be provided via email. Please note that tracking may not show movement during the production stage and/or until initial carrier scans occur.
SECTION 4 - ADDRESS ACCURACY
You must provide accurate shipping details. We are not responsible for lost, delayed, returned, or unclaimed parcels due to incorrect, incomplete, or invalid addresses provided by you at checkout. If an order is returned to us due to an incorrect address, the customer will be responsible for any secondary shipping charges.
SECTION 5 - INTERNATIONAL SHIPPING & CUSTOMS
We proudly ship to over 120 international locations. However, international orders may be subject to local customs regulations.
Taxes, Duties & Government Charges: Customers are solely responsible for all import duties, customs fees, brokerage charges, VAT, GST, and other local taxes imposed by the destination country. Hometouch has no control over these charges and cannot predict, reduce, or reimburse them.
SECTION 6 - SHIPPING PROTECTION & DAMAGES
We take great care in packaging our products. Customers may have the option to add Optional Shipping Protection at checkout, which provides enhanced packaging and priority handling in the event of shipping-related issues.
Damage Claims: If your item arrives damaged in transit, standard carrier claims apply. To initiate a resolution, you must provide the following documentation:
- Clear photos of the outer shipping box.
- Photos of inner packaging materials.
- Photos and/or videos of the damaged product.
- Photo of the shipping label.
- Confirmation that all packaging has been retained.
Failure to retain original packaging or provide the required documentation may result in the denial of a shipping damage claim.
SECTION 7 - UNCLAIMED OR REFUSED DELIVERIES
If a delivery is refused, unclaimed, or returned as undeliverable:
- Any refund will be processed only after the item is successfully received and inspected at our facility.
- Refunds may be reduced by applicable return shipping costs, restocking fees, or handling fees, where permitted by law.
SECTION 8 - CONTACT INFORMATION
If you have any questions regarding your shipment, tracking status, or our shipping policy, please contact us at:
Email: yuren512383505@gmail.com
Brand: Hometouch