Shipping Policy
1. Processing & Delivery Timeframes
We begin processing your order once payment has been received.
| Product Type | Processing / Production Time | Delivery Time | Estimated Total |
|---|---|---|---|
| In-Stock Items | 1–3 business days | 7–14 business days | Approx. 8–17 business days |
| Non-Stock Items | 3–5 business days | 7–14 business days | Approx. 10–19 business days |
| Custom Orders | 15–20 business days | 7–14 business days | Approx. 22–34 business days |
| Custom Orders (Halloween Period) | Approx. 25 business days | 7–14 business days | Approx. 32–39 business days |
📌 Business days exclude weekends and public holidays. During peak seasons (e.g. Halloween, Christmas, Chinese New Year), processing times may be longer. We recommend placing your order in advance.
2. Shipping Rates
| Order Type | Shipping Fee |
|---|---|
| All Orders | Free shipping (worldwide) |
Shipping fees will be displayed before you submit your order and can be confirmed at checkout.
3. Order Tracking
Once your order has been shipped, we will send you a tracking number by email. You can track your package via:
- The tracking link in your shipping confirmation email
- Our order tracking page: Track Your Order
Tracking information is typically updated within 2–5 business days after shipment. Please allow some time for the system to reflect the latest status.
4. Customs & Import Duties
Your order may be subject to customs clearance. Please note:
- Any applicable import duties, taxes, or VAT are the responsibility of the customer and are not included in the product price or shipping fee
- The specific charges depend on the customs regulations of your country
- We are unable to estimate or control the amount of any duties or taxes — we recommend checking with your local customs authority before placing your order
- We mark all packages at their full declared value and are unable to mark as "gift" or undervalue items.
5. Shipping Coverage
We currently ship to most countries and regions worldwide. If you are unsure whether we deliver to your location, please contact us at: 📧 support@kealcosplay.com
6. Shipping Delays
The following situations may cause delays beyond our control, and we are not liable for them:
- Delays caused by the shipping carrier
- Customs clearance processing
- Natural disasters, strikes, pandemics, or other force majeure events
- Peak season order volume
If your order is delayed, we will do our best to follow up with the carrier on your behalf, but we are unable to guarantee a specific delivery date.
7. Shipping Address Responsibility
Please carefully review your shipping address before placing your order. Make sure the following information is complete and accurate:
- Recipient's full name
- Full street address, including house or unit number (if no house number applies, this field may be left blank)
- City, state / province, and postal code
- Country
- Contact phone number
⚠️ We are not responsible for undelivered or lost packages resulting from an incorrect address provided by the customer, and we are unable to issue a refund in such cases. If you need to update your address, please contact us before your order has been shipped.
8. Lost or Damaged Packages
- If your package arrives damaged, please take photos of both the outer packaging and the affected items, and contact us within 14 days of receiving your order
- If your tracking shows "delivered" but you have not received your package, please first check with your local carrier, then contact us for further assistance
- We will assess each situation individually and arrange a replacement or assist with a claims process where applicable
9. Contact Us
For any shipping-related questions, please reach out to us:
📧 Email: support@kealcosplay.com
🕐 Hours: Monday to Friday, 9:00 AM – 6:00 PM (HKT)
Keal Cosplay
kealcosplay.com