This Shipping Policy explains how HERONGCORE handles order processing, delivery, tracking, customs, and related matters. By placing an order with us, you agree to the terms below.
Table of Contents
1. Order Processing Time
- In-stock items: orders are processed within 1–2 business days (Mon–Fri, excluding public holidays) after payment confirmation.
- Customized / made-to-order items: additional production time of 5–15 business days will be communicated on the product page or in your order confirmation.
- You will receive an order confirmation email immediately after checkout, and a shipping confirmation email with a tracking number once your order has been dispatched.
2. Shipping Methods & Estimated Delivery
We ship worldwide from warehouses in China, Germany, and the United States. The carrier and shipping method are selected automatically based on destination, weight, and service level.
- Standard Shipping (Free on orders over $59): 7–15 business days — USPS, Royal Mail, Deutsche Post, etc.
- Expedited Shipping ($9.99–$19.99): 4–7 business days — DHL eCommerce, FedEx International Connect.
- Express Shipping ($19.99–$39.99): 2–4 business days — DHL Express, FedEx International Priority.
- B2B / Wholesale: sea or air freight quoted individually.
Estimated delivery times are from the dispatch date, not from the order date. Delivery to remote or rural areas may take longer.
3. Shipping Costs
- Free Standard Shipping on orders over $59 (after discounts, before tax).
- For orders below $59, Standard Shipping is $4.99–$9.99 depending on destination.
- Expedited and Express shipping are charged at checkout based on weight and destination.
- Shipping costs are non-refundable for returned items unless the return is due to our error.
4. Order Tracking
- A tracking number is emailed to you within 24 hours of dispatch.
- You can track your order via the link in the shipping confirmation email or in your account under "My Orders".
- Tracking information may take 24–48 hours to update after the carrier picks up the package.
- If you do not receive tracking within 3 business days of order, please contact support@herongcore.com.
5. International Shipping & Customs
- We ship to most countries. Available destinations are listed at checkout.
- Duties & taxes: Prices shown on our site generally exclude import duties, VAT/GST, and customs fees. These charges (if applicable) are determined by your local customs authority and are the responsibility of the recipient. HERONGCORE is not responsible for delays caused by customs clearance.
- DDU (Delivered Duty Unpaid) is our default for most countries. We can offer DDP (Delivered Duty Paid) for select EU destinations on request — additional fees apply.
- For EU customers, prices may be displayed VAT-inclusive when applicable under the IOSS / One-Stop-Shop scheme (orders ≤ €150).
6. Shipping Restrictions
- We currently do not ship to: Iran, North Korea, Syria, Cuba, Crimea, Donetsk & Luhansk regions, and any other destinations subject to comprehensive sanctions.
- Some products (e.g., lithium batteries) may be subject to carrier restrictions or require special documentation. Any limitations will be noted on the product page.
- PO Box addresses: only certain carriers (USPS, Royal Mail) can deliver to PO Boxes. Express services require a physical street address.
7. Delivery Issues
- Lost packages: if tracking shows no movement for 7+ days (domestic) or 14+ days (international), contact us and we will open a carrier investigation. Refund or reshipment is provided if the carrier confirms loss.
- Damaged on arrival: please photograph the package and product within 48 hours of delivery and email support@herongcore.com. We will arrange a free replacement.
- Wrong address: if the address provided is incorrect and the package is returned to us, we can reship at the customer's expense. We are not responsible for orders shipped to incorrect addresses provided by the customer.
- Unclaimed / refused packages: if a package is returned to us because it was unclaimed or refused, we will refund the order value minus shipping and any return-to-sender fees.
8. Pre-Orders & Backorders
Pre-order and backorder items are clearly labeled on the product page. We provide an estimated shipping window and will keep you updated by email. You may cancel a pre-order at any time before the item is shipped, with a full refund.
9. Contact
Questions about your shipment? Reach out:
- Email: support@herongcore.com
- Live chat: available on our website Mon–Fri 9:00–18:00 CET