We will select appropriate logistics carriers based on the destination country/region, package type, and actual operational conditions. Delivery procedures, service methods, and fulfillment routes may vary depending on the carrier network, service level, local regulations, customs requirements, and last-mile delivery conditions in different countries/regions.
By placing an order, you acknowledge and agree that the actual delivery process and delivery method may be adjusted according to local carrier networks and carrier operational rules.
Packages are generally delivered to the shipping address provided at the time of order. Estimated delivery times are provided for reference only and do not include delays caused by customs clearance, failed delivery attempts, local holidays, weather conditions, traffic restrictions, regulatory changes, carrier operational adjustments, or other factors beyond our reasonable control.
If delivery to the shipping address cannot be completed, the carrier may, in accordance with local regulations and applicable service terms, arrange re-delivery, delivery to a third party, delivery to a pickup point or parcel locker, or temporary storage at a designated location. We do not operate self-pickup warehouses; if direct delivery is not possible, you may be required to collect the package from a location designated by the carrier.
Remote or restricted areas may be subject to delivery coverage limitations, additional fees, or operational restrictions. In such cases, doorstep delivery may not be available, and delivery arrangements will be subject to the carrier’s policies.
Address change requests may be submitted before shipment. After shipment, whether an address change is supported depends on the carrier, and successful modification cannot be guaranteed. Address changes or rerouting may result in additional fees.
International orders must comply with the customs laws and regulations of the destination country/region. Customers are required to cooperate with documentation submission, identity verification, customs declaration, and payment of applicable duties, taxes, and fees as part of the customs clearance process.
The carrier or customs authorities may require the recipient to provide identification documents, relevant documentation, or additional information, as well as to pay applicable charges in accordance with current regulations.
Customs duties, import taxes, customs clearance service fees, and any other related costs are the responsibility of the recipient and must be paid in a timely manner according to local regulations.
Failure to pay duties or submit required documentation within the required timeframe may result in delays, returns, detention, or destruction of the package; all resulting risks and costs shall be borne by the recipient.
Special note for orders shipped to Brazil: All customs clearance procedures and all import duties are the responsibility of the recipient and must be completed within the required timeframe; otherwise, the package may be returned or handled by local customs authorities.
If such charges arise, please complete payment as soon as possible and retain all payment receipts and official documents for future reference or assistance.
1. Undeliverable Packages
If a package cannot be delivered due to reasons such as an incorrect address, an undeliverable location, failure to respond in a timely manner, failure to collect the package within the specified timeframe, or failure to complete required actions such as customs clearance or payment, the package may be held, re-delivered, returned, or handled in accordance with local regulations. All resulting costs and losses shall be borne by the recipient.
2. Delivery Exception — Marked as Delivered but Not Received
If the tracking information shows that the package has been delivered, but you have not actually received it, we recommend that you:
Please contact us as soon as possible, and we will assist the carrier in conducting an investigation.
We will verify the situation based on logistics records and carrier feedback, and provide an appropriate solution based on the investigation results, available evidence, and applicable policies.
3. Handling of Undeliverable Packages and Returns
If a package cannot be successfully delivered, the carrier may arrange temporary storage, re-delivery, return, or compliant disposal. Returned packages will be processed in accordance with our return and refund policy.
If the package cannot be returned due to regulatory restrictions, product characteristics, or carrier policies, the case will be verified and processed based on logistics records and the carrier’s handling results.
4. Liability Determination
For delivery exceptions, delays, or disputes, the evaluation will be based primarily on tracking records, as well as the handling results from the carrier and customs authorities.
Unless the loss is directly caused by our intentional misconduct or gross negligence, we shall not be liable for losses arising from carriers, customs authorities, or other third-party factors.
5. Other Notes
All delivery, customs clearance, and package handling processes must comply with the laws and regulations of the destination country, customs requirements, and the carrier’s official terms of service.
In the event of delays, detention, destruction, seizure, or other exceptions caused by customs supervision, regulatory changes, carrier operations, or other objective third-party factors, we will provide assistance in accordance with applicable rules but shall not assume liability.
Matters such as returned packages, delivery exceptions, and delivery disputes will be reviewed based on logistics records, carrier feedback, and customs handling results, together with platform policies.
Customers are required to provide accurate and complete shipping information, monitor tracking updates, and respond promptly to relevant notifications, completing necessary actions such as collection, re-delivery arrangements, customs clearance, and payment when required.
We provide logistics consultation and assistance within the scope of our policies, but we do not assume additional risks or losses arising from regional policies, customs regulations, or carrier operations.
In most cases, orders will be processed and shipped within 24 hours. This does not include weekends or holidays. You will receive an email notification as soon as your order is shipped. You can also get information about the delivery of your order on the Order Tracking page.
Thank you for your interest in our products. Unfortunately, we do not currently offer in-person pickup services. All batteries are available exclusively through our official website and authorized logistics partners.
Please rest assured that we will process your order promptly and arrange fast, reliable delivery to ensure you receive your battery as soon as possible. If you have any specific requirements regarding your purchase or shipping, our customer service team will be glad to assist you.
If you still cannot locate your package after completing these steps, please contact our Customer Support team. We will work with the shipping carrier to investigate and help resolve the issue as quickly as possible.
We’re sorry, but customers are not able to select a specific shipping method at this time. To ensure efficient and reliable delivery, we automatically arrange shipment through our trusted logistics partners, which include DHL, GLS, PostNL, and UPS.
If you have any special requirements or would like to inquire about expedited shipping, please contact our Customer Service team — we’ll be glad to assist you and find the best possible solution.
If your tracking information indicates that your package has been marked as “Delivered”, but you have not actually received it, please review the following information to help facilitate effective communication and resolution.
Definition of Responsibility
Once a package is recorded as delivered by the logistics provider, our responsibility—together with that of the shipping carrier—is to ensure that it has been delivered to the address you provided during checkout.
If you are unable to locate your package, we will actively assist you in contacting the logistics company, initiating an investigation, and filing a claim if necessary. However, please note that unless the loss is due to our intentional misconduct or gross negligence, we may not be held fully responsible for the resulting loss or inconvenience.
Resolution Steps
