All orders are processed and dispatched within 1 to 72 hours, excluding weekends and public holidays. Once your order has been shipped, you will receive a confirmation email with tracking details. All shipments are sent directly from Shenzhen, China.

The estimated delivery time depends on the destination and the shipping method selected at checkout. The average transit time is 5 to 15 business days, excluding order processing time. However, actual delivery times may be impacted by factors beyond our control, such as customs processing, carrier delays, or other unforeseen circumstances.

Please note: All delivery times are approximate and cannot be guaranteed. Customs clearance times are beyond our control and may affect the final delivery schedule.

If your shipment is unreasonably delayed or delayed due to an issue on our end, you may be eligible for a partial or full refund of the shipping cost. To request this, please contact our support team, and we will process the refund accordingly.

Refunds for shipping costs will be credited to your GarSupply balance, which can be used for future purchases. Please note that refunds will not be issued to your original payment method.

Shipping costs are automatically calculated at checkout based on your location, order volume, and weight for each available delivery method. The total shipping cost will be clearly displayed on the final checkout page before you confirm your order. To assist with cost estimation, we provide a shipping calculator on each product page and in the shopping cart. This tool allows you to estimate shipping fees before proceeding to checkout.

To ensure a smooth order processing experience, please select the correct delivery country at checkout. Orders with mismatched shipping addresses may be canceled due to incorrect shipping fee calculations.

If additional delivery surcharges apply—such as exceeding the courier’s weight limit or shipping to a remote location—we will notify you. You will then have the option to either proceed with the order or cancel it.

- European Union (EU) Orders

We comply with the Import One-Stop Shop (IOSS) scheme for orders shipped to European Union (EU) countries. This scheme applies only to orders under €150, ensuring that:

• VAT is collected at checkout, so no additional VAT is charged upon delivery.
• Your package is processed quickly through customs without extra VAT-related delays.
• No unexpected import fees for VAT on eligible orders.

For orders over €150, the IOSS scheme does not apply. These shipments will be subject to customs clearance, and you may need to pay import duties, VAT, and any applicable handling fees before delivery. The courier or customs authority in your country will inform you of the charges.

- Non-EU Orders

For shipments outside the EU, customs duties, taxes, and other import fees may apply based on your country’s regulations. These charges are not included in our prices and must be paid by the recipient.

a. Customs processing times vary by country, and delays may occur.
b. We recommend checking with your local customs office to understand any potential import duties, taxes, or fees before placing an order.
c. If customs fees are refused, the shipment may either be returned to us or abandoned and destroyed by the delivery company.

If the shipment is returned to us, we will gladly issue a refund for the order amount, excluding shipping costs and any additional return fees incurred (if applicable).

If the package is abandoned or destroyed, unfortunately, we will not be able to offer a refund.

To avoid any issues with customs clearance, please ensure you are aware of your country’s import regulations before placing an order. For any questions regarding customs, duties, or taxes, feel free to contact our support team.

We provide tracking for all orders. Once your order has shipped, you will receive a tracking link via email. Please allow 24-48 hours for tracking updates to appear in the system.

To track your order, visit our tracking page: GarSupply Tracking Page.

As this is an international shipment, the first tracking number provided may not be immediately visible in your local delivery company’s system. This happens because the package is still in transit to your country.

You can still track your order using our tracking page.

• Once the shipment reaches your local courier, a new local tracking number will be assigned (in some cases, the same number may be used).
• After this, you will be able to track the package through your local delivery company’s website or continue using our tracking page.

If you have any questions about tracking your order, feel free to contact our support team.

a. Check Your Tracking Information

Use the tracking number provided in your shipping confirmation email to check the latest status of your shipment. Some delays may be due to temporary carrier issues.

b. Allow Additional Time for Customs Processing

If your order is being shipped internationally, customs clearance may take longer than expected, causing delivery delays.

c. Contact Our Support Team

If your package is significantly delayed beyond the estimated delivery window, please reach out to our customer support team at info@garsupply.com or through our contact page.

When contacting us, please provide your order number and tracking details to help us assist you more efficiently.

Lost Shipments

If your package is lost in transit and cannot be located by the shipping carrier, we will take the following steps:

• Initiate an investigation with our logistics partners.
• If the shipment is confirmed as lost, we will offer either a replacement or a full refund, depending on product availability and your preference.

If your tracking status shows "Delivered" but you have not received your package, please:

• Check with neighbors or building management in case it was delivered to the wrong address.
• Contact the local shipping carrier for more details.
• If you are still unable to locate your package, notify us within 7 days of the marked delivery date so we can assist you.

However, if you receive your package and find that an item is missing, please:

• Some items may be shipped separately due to stock availability, size, or weight restrictions. Please check your order confirmation and shipping emails to verify if your order is being delivered in multiple shipments.
• If your package appears damaged or tampered with, take photos of the packaging and its contents before discarding it. This will help us investigate the issue with our shipping partners.
• If an item from your order is missing, reach out to our customer support team within 7 days of receiving your package. To help us resolve the issue as quickly as possible, provide your order number, a photo of the received items and packaging, and details of the missing item(s).
• Once we receive your report, our team will thoroughly investigate the issue in collaboration with our warehouse and shipping partners. If the missing item was left out due to a packing error, we will arrange for it to be reshipped at no additional cost. In cases where the item is unavailable, we may provide a refund or offer store credit based on your preference.
• It is important to report any missing items within 7 days of delivery to ensure a prompt resolution. If your order includes an item marked as shipped separately, please allow additional time for its arrival. In cases where the package appears to have been tampered with, we may request further details or evidence to assist with our investigation.

Customers are responsible for providing accurate shipping details. Orders with incorrect or incomplete addresses may be delayed, returned, or deemed undeliverable and destroyed by the delivery company.

• If a shipment is returned to us due to an incorrect or incomplete address, we will gladly issue a refund for the order amount, minus shipping costs and any return fees imposed by the carrier (if applicable).
• If the package is abandoned or destroyed by the delivery company, we regret that we will be unable to offer a refund.

To avoid such issues, please double-check your shipping details before placing an order.

If a delivery attempt is unsuccessful due to an unclear address, restricted access, or no recipient available, your package may be redirected to your local post office for collection. In such cases, both the delivery company and our team will notify you.

To avoid delays, we recommend monitoring your tracking number regularly for updates. If your package is held at the post office, please follow the instructions provided by the carrier or visit the post office with valid identification to collect it.

For further assistance, feel free to contact our support team.

We may update this Shipping Policy from time to time to reflect changes in our shipping practices or for other operational, legal, or regulatory reasons. We encourage you to review this Policy periodically.
If you have any questions about this Shipping Policy, please contact us at: info@garsupply.com

Last updated: November 19th, 2023