SHIPPING INFORMATION

At www.airwheel-luggage.com, we are committed to providing the most reliable and flexible shipping solutions to customers worldwide. Every day, we serve hundreds of customers globally, striving to ensure safe, timely, and cost-effective delivery of your orders.

Order Processing & Delivery Timeline

  • Processing Time: 1–3 business days

  • Shipping Time:

    • Standard (Free) Shipping: 8–20 business days

    • Express Delivery (DHL/FedEx/UPS): 5–10 business days

Please note: Due to regional logistics constraints, free shipping may not be available in some countries. In such cases, only express delivery options will be shown at checkout.

Shipping Methods & Fees

  • Shipping Methods: Land, Air, Sea (based on destination and shipping type)

  • Shipping Fee:

    • Standard shipping is complimentary for eligible countries.

    • Express shipping fees vary by destination and are displayed during checkout.

Some parcels, particularly those containing lithium batteries, may be subject to international shipping restrictions and longer customs clearance times.

Delivery Confirmation & Customer Responsibilities

Delivery does not always require a signature, depending on the procedures of your local courier. Once a package arrives in your country:

  • You are responsible for tracking the shipment and coordinating with the final-mile courier.

  • If your package is marked as delivered—especially with photographic proof provided by the courier—it is considered successfully delivered, regardless of whether a house number or individual is visible in the image.

Please ensure you provide a secure and accurate delivery address. If a customer disputes delivery after the package has been marked as delivered, we are unable to provide refunds or reshipments. In such cases, you may open a formal dispute via PayPal or your card issuer, and both parties will submit evidence for third-party resolution.

We can assist by requesting an internal investigation with the shipping carrier, but the process typically takes 15–20 business days. If you claim non-receipt of a delivered package, we recommend filing a police report for documentation.

Customs Clearance & Communication Policy

All international orders may be subject to customs clearance procedures and additional duties or taxes. These fees are imposed by your local government and are not included in your order total.

If customs clearance requires customer cooperation, we will notify you via email up to three times. If no response is received after the third notification, we will consider this as voluntary abandonment of the package. In such cases, if the package is returned or destroyed, no refund or reshipment will be offered, as the costs of shipping, product value, and return/destruction fees represent a significant loss.

Undeliverable or Returned Packages

If your order is returned due to:

  • Incorrect or incomplete address

  • Failure to respond to the courier or customs

  • Refusal to pay duties or provide requested information

...the return shipping and related fees will be deducted from your refund. If the product is destroyed due to failure to cooperate with delivery or clearance, no refund will be issued.

Lost or Stolen Packages After Delivery

If the tracking status indicates the package was delivered, but it was lost due to being left unattended or not promptly retrieved, we are not responsible for re-delivery or refund. Please coordinate with your local courier to ensure secure receipt.

Shipping Delays

Delays due to weather, strikes, global events (e.g., pandemics), or customs inspections may occur. We will provide updates when possible, but we are not liable for delays beyond our control.

Damage During Transit

If your order arrives damaged, please notify us within 48 hours of delivery with clear photographic evidence. We will evaluate your claim and arrange for a replacement or compensation as appropriate.

Unboxing Video Policy for Claims

Before shipping, we record the condition of every package and its accessories for internal documentation. To support any claim for missing parts or damage:

  • Customers are required to record a full unboxing video upon receipt of the product

  • The video must show the unopened package, the unsealing process, and the contents clearly

If a customer reports missing accessories or damage but cannot provide this video, we will not be able to offer compensation or send replacement parts. This policy ensures fairness and transparency for both parties.

Risk Mitigation Recommendations

To reduce the risk of shipping issues, we recommend that customers:

  • Double-check shipping addresses and contact details before placing an order

  • Choose express shipping for time-sensitive or high-value orders

  • Monitor tracking regularly and stay in touch with local couriers after the package arrives in your country

  • Provide a secure delivery location where someone is available to receive the package

  • Consider using delivery insurance for added protection

Final Note

By placing an order with www.airwheel-luggage.com, you agree to all the terms and responsibilities outlined in this Shipping Policy. We reserve the right to update or amend this policy to reflect changes in logistics procedures, regional regulations, or company practices.

We appreciate your understanding and support.