Last updated: 19/09/2024

Q: Which countries do you ship to?

A: We are able to ship to most countries. You may contact our support team to double check whether Standard Shipping is available to your country / region. If you address is not reachable by standard free shipping, our team will reach out to you for a quote with either FedEx, UPS or DHL. Should you have more question, feel free to contact us at support@letshuoer.com

Q: Do I have to pay for import duties for my order?

A: LETSHUOER is not responsible for any import duties. If a package is flagged by customs in your respective border control or customs, we will not be responsible for the cost. If the package is discarded due to unpaid duties, LETSHUOER will not be responsible either. Furthermore, LETSHUOER is not responsible for further customs clearing procedure once the package leaves the country.

Q: My package is lost during transit or stolen by someone from my porch / mail room. What should I do?

A: LETSHUOER has partnered with Route for shipping insurance. If the package is lost during transit or stolen from your mail room / porch, please reach out to Route to rectify the issue. If customer decide to not opt in for Route, LETSHUOER will not be responsible to any package damage or lost.

Q: How much does shipping cost?

A: We have two shipping methods - Standard Shipping and Express Shipping.

 NOTE:

Shipping fees exclude import taxes or processing fees that may be applicable for your country. Letshuoer is not responsible for such fees. Should you refuse to pay the tax / customs fees, shipping fees will still be deducted from the amount paid for the two-way freight charges. The cost of the freight charges may be more than the amount reflected on your order due to tax and other miscellaneous fees.

 Some parcels claimed to be “returned to the seller” may be destroyed by the post office or customs officers when buyers refuse to accept their parcels or fail to pay for their taxes. No refund will be processed for such cases.

For certain remote areas, there may be additional charges via Express Shipping. We will contact you if there is a need to make additional payments.

Please contact us before placing an order, should you have any queries regarding shipping.  

Q: Which couriers do you ship with?

A: It depends on which country you are from and what kind of shipping way is applicable for your destination. The free shipping is usually to ship with standard shipping. For some orders, you can pay extra to get Expedited shipping -DHL/FEDEX/UPS or so depending on the situation.

Q: When will you ship my order out?

A: In-stock merchandise is usually processed and shipped within 2 business days. Then you order will be shipped. For special promotion season or holidays it may take longer but we will try our best to ship the order asap.

Q: How long will my products take to arrive?

A: For normal days, once your parcel has been shipped out:

For Standard Shipping, it takes about 2-3 weeks for items to be delivered after shipping out. For some special cases, it might take up to 2-3 months, depending on your country and its customs. The duration for transit is something beyond our control. For Expedited shipping, it takes about 3-7 days to arrive after shipping out.

 NOTE:

Timings might be affected due to festive seasons or other unforeseen circumstances. You could email to our support@letshuoer.com for more information.

Q: How to track my orders?

A: After placing an order, you will receive the order confirmation email. After your order has been shipped out, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.

Please note: It can take up to 24 business hours for your tracking number to become active. In some cases, It may take up to 3 business days to update.

Q: Do I have to pay customs fees, import tax or VAT?

A: You may have to pay customs duties, import charges, taxes, and other international fees related to customs clearance according to your country's import laws. These fees are not included in the item's purchase and shipping price and are out of our control.

VAT or import tax included?
Customers have to bear any form of custom/import/processing fees that are applicable for your parcel.Should you be unwilling to pay for the fees and reject the delivery of the parcel, you will still have to pay for the shipping cost, LETSHUOER will only refund the amount of your order after deducting the shipping cost incurred.

If you have any special requirements related to the shipment, kindly notify us by email at support@letshuoer.com. We will try our best to assist you.

Q: If I received a broken item, what shall I do?

A: If you received damaged merchandise, please retain the box, packaging, and all contents and contact our support@letshuoer.com as soon as possible for assistance.

Q: When the item arrived to me and I don’t want it any more, could I refuse to accept and return the package to the sender?

A: To avoid delay in your refund process, please accept the package first and contact us to initiate an RMA for you. Please understand that when you refuse the delivery, the return cost to the sender will be extremely high and it will take a long time to be returned. The recipient will be responsible for the return shipping.

TIPS

Packaging samples for different sized items. All products that we have on our store are 100% genuine and comes with their original retail packaging from the brands. Please note that the package might get opened for checking at customs in your country to inspect the cargo. Due to this single reason, we can’t guarantee you get your shipment 100% sealed when you get it.