SHIPPING INFORMATION
At Airwheel, our mission is to offer you the best shipping options, regardless of where you live. Every day, we deliver to hundreds of customers worldwide, always striving to provide services of the highest level.
Order Delivery Timeline
Processing Time: 3-7 Days
Shipping Time: 14-30 Days
Shipping Methods: Land, Air, Sea
Shipping Fee: Complimentary Shipping
Important Shipping Information and Policies
Customs and Variable Shipping Costs:
Due to the fluctuating customs policies in some countries, our shipping fees are calculated using a volumetric weight formula. After placing an order, we will determine the final shipping fee based on the specific delivery address. In cases where the calculated fee significantly exceeds our standard rates (typically for remote areas), we will contact the customer via email to inform them of the situation and arrange for the payment of additional fees.
Customs Duties:
Shipments arriving in the destination country may incur customs duties, which the customer is responsible for paying. Failure to comply with customs duties payment, leading to the inability to clear customs, resulting in the return or destruction of the goods, will not qualify for a full refund. This is due to the incurred costs of goods and transportation on our part.
Package Retrieval Responsibilities:
If a package is reported as delivered but the customer, due to personal reasons, fails to retrieve it promptly or secure it properly, resulting in loss, we cannot provide a re-delivery or refund. Customers are advised to provide an address where packages can be safely received or to coordinate with the shipping company to schedule an appropriate delivery time.
Additional Terms to Consider:
Shipping Delays: In the event of shipping delays beyond the estimated delivery window due to unforeseen circumstances (e.g., weather conditions, global pandemics, strikes), Airwheel will endeavor to update the customer with the new expected delivery timeframe. However, we will not be held responsible for delays beyond our control.
Incorrect Shipping Information: If a package is returned to us due to incorrect or incomplete shipping information provided by the customer, we will contact the customer for the correct information. The customer may be responsible for additional shipping charges for the re-shipment of the order.
Damage During Transit: Should your item arrive damaged due to transit, please contact us within a specified period (e.g., 48 hours) of receiving the package with photographic evidence. We will work with you to replace the damaged item or arrange for compensation.
In cases where the customer refuses to cooperate, fails to respond, or does not collect the package, leading to the package being returned to us, the customer will be responsible for the return shipping costs. These costs will be deducted from the original order payment.
By placing an order with Airwheel, customers agree to the terms laid out in our Shipping Policy. Airwheel reserves the right to update this policy as necessary to reflect changes in our shipping practices or in response to the regulatory environment.
Additional Notice:
Due to the inclusion of batteries in some parcels, they are classified as dangerous goods in certain countries. Given the complexities of international logistics, delivery times are sometimes beyond our control, and we cannot guarantee that customers who choose express shipping will receive their packages within 6-15 days. We recommend customers with urgent timing requirements to make purchases with caution.
If a package arrives after your required time (e.g., due to moving, leaving the delivery address, or receiving it as a belated gift) and you request a refund, please note that once the parcel is shipped internationally, we are unable to provide a full refund. Instead, a partial refund may be arranged through negotiation.
Thank you for your understanding.