Shipping Policy

1. Order Processing Time

All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email.

• Business Days: Monday to Friday (excluding public holidays)
• Order Cutoff: Orders placed before 2:00 PM (HKT) are processed the same day
• Verification: Orders may require additional verification, which could extend processing time
• High Demand: During peak seasons or promotions, processing may take up to 5 business days

2. Shipping Methods and Costs

We offer various shipping options to meet your needs. Shipping costs are calculated based on your location, order weight, and selected shipping method.

3. Delivery Timeframes by Region

Delivery times vary depending on your location. Below are estimated delivery timeframes for different regions:

4. Order Tracking

Once your order has been shipped, you will receive an email with your tracking number and a link to track your package.

How to Track Your Order:

• Click the tracking link in your shipping confirmation email
• Enter your tracking number on the carrier's website
• Contact our customer support if you need assistance

5. Shipping Carriers

We partner with reputable international shipping carriers to ensure safe and timely delivery:

• Standard Shipping: China Post, ePacket, Yanwen, 4PX
• Express Shipping: DHL, FedEx, UPS, EMS
• Regional Carriers: USPS (USA), Royal Mail (UK), Australia Post (AU), Canada Post (CA)

The carrier used may vary depending on your location, product size, and shipping method selected.

6. International Shipping

We ship to most countries worldwide. Please note the following for international orders:

• Customs and Duties: International orders may be subject to import duties, taxes, and customs fees imposed by your country. These charges are the responsibility of the recipient.
• Customs Delays: Packages may be held at customs for inspection, which can cause delays. We have no control over customs processing times.
• Restricted Items: Some products may not be available for shipping to certain countries due to local regulations.
• Address Accuracy: Please ensure your shipping address is complete and accurate, including postal codes and contact numbers for international deliveries.

7. Shipping Restrictions

Due to shipping regulations, we are unable to ship to the following:

• P.O. Boxes (for express shipping)
• APO/FPO addresses (limited availability)
• Countries under trade sanctions or embargoes
• Remote or inaccessible areas (additional fees may apply)

If you are unsure whether we ship to your location, please contact us before placing your order.

8. Shipping Address

Please ensure that your shipping address is correct and complete:

• Include your full name as it appears on your ID
• Provide a complete street address (building number, street name, apartment/unit number)
• Include city, state/province, and postal/ZIP code
• Add a valid phone number for delivery notifications

9. Shipping Delays

While we strive to deliver your orders on time, delays may occur due to:

• High order volumes during peak seasons (holidays, sales events)
• Weather conditions or natural disasters
• Customs inspections and processing
• Carrier delays or operational issues
• Incorrect or incomplete shipping addresses
• Public holidays in shipping or destination countries
• Global events affecting logistics (pandemics, supply chain disruptions)

We appreciate your patience and understanding in such situations. If your order is significantly delayed, please contact our customer support team.

10. Lost or Damaged Packages

Lost Packages:

• If your package shows as delivered but you have not received it, please check with neighbors or your building management
• If the package cannot be located, contact us within 7 days of the delivery date
• We will work with the carrier to investigate and resolve the issue
• Refunds or replacements for lost packages are subject to investigation results

Damaged Packages:

• If your package arrives damaged, take photos of the packaging and contents immediately
• Contact us within 7 days of receiving the damaged package
• We will arrange for a replacement or refund as per our Refund & Return Policy

11. Unclaimed or Refused Packages

If a package is returned to us due to:

• Failure to claim from the post office or delivery center
• Refusal to accept delivery
• Incorrect address provided by the customer
• Failure to pay customs duties/taxes

The following will apply:

• A refund will be issued minus the original shipping cost and any return shipping fees incurred
• If you wish the package to be reshipped, additional shipping charges will apply

12. Order Modifications

If you need to modify your order (address change, item change, cancellation):

• Contact us immediately at support@toolygenius.com
• Modifications can only be made before the order has been shipped
• Once shipped, orders cannot be modified or cancelled
• Address changes after shipment may incur additional fees if possible

13. Changes to This Policy

We reserve the right to update this Shipping Policy at any time. Changes will be effective immediately upon posting to this page. The "Last Updated" date at the top of this policy will be revised accordingly. We encourage you to review this policy periodically for any updates.

14. Contact Us

If you have any questions about shipping or need assistance with your order, please contact us: