Shipping Policy

Handling Time
We usually ship orders within 2-3 business days upon receipt of your payment except for the items with a mentioned production lead time.

Tracking Your Order
You will receive a shipping confirmation email that includes a tracking link for your order. Althernatively, you can just log in to your account on our store and view the tracking information in your order history.

Changing Your Delivery Address
Please ensure that the address you have entered is correct. If you want to change your shipping address, please contact us or send us an email at sales@gainexpress.com immediately so that we can change it for you.

Duties & Taxes
Our products are sold on a DDU (Delivery Duty Unpaid) basis. Additional taxes, fees or levies may apply according to local legislation. Recipients may have to pay import duties for formal customs entry.

Customs and import duties are changed once the package reaches its destination country. These charges must be paid by the recipient of the package.

We have no control over these charges as customs policies and import duties vary widely from country to country. Please contact your local customs office for current rates on import charges before you order from us.

What should I do if my package is held in customs?
If you have an order held in customs, please contact us or send us an email at sales@gainexpress.com with your order number and tracking number as soon as possible.

What should I do if customs requires more information?
We will do our best to assist you if your local customs office requires more documents e.g. invoices, proof. However, customers must be responsible to check if there are any import restrictions in their country beforehand since each country's import procedures are different and subject to change. If the package is destroyed by customs because of restrictions, we will not resend the item/s or give a refund.

What will happen if I don't pay import duties?
The packages may be returned or destroyed by customs. If packages are returned to us due to unpaid customs charges, customers are responsible for postal charges, return shipment cost, customs charges and handling fees. These fees will be deductible from any refund due. If packages are destroyed by customs, we will not resend the item/s or give a refund.

Can I make a special remark for customs clearance?
If you need us to make any remarks or arrangements for customs clearance purposes, e.g. indicating your VAT number on the invoice, or other requests, please note those when ordering or send us an email at sales@gainexpress.com as soon as possible. We will do our best to help you.

Order Cancellation
We can cancel your order immediately as long as we have not shipped the package yet. If we already shipped the package, we can only give you a refund once the package is returned to us. Additional costs may be charged.

Delivery
Deliveries will be shipped via DHL Express, DPEX, EMS, Aramex, FedEx or UPS depending on the weight and value. Once the parcel has arrived in your country, it will be passed on to an internal post service and be subject to their standard delivery procedures.

Methods Websites
DHL Express https://www.dhl.com/en.html/strong
DPEX https://dpex.com/
EMS Express / Standard Airmail http://www.hongkongpost.hk/en/mail_tracking
Aramex https://www.aramex.com/
FedEx https://www.fedex.com/en-us/home.html
UPS https://www.ups.com/us/en/global.page

Delivery Time
Arrival of the package will depend on the shipping method and destination country. The delivery days listed below are just the approximate days the package will arrive if no hassle occurs during shipment.

Estimated Time of Delivery
(Express Method)
Countries
ASIA
2 - 4 Business Days Indonesia, Japan, Laos, Philippines, Singapore, Sout Korea, Taiwan, Thailand
3 - 6 Business Days Brunei, Cambodia, Myanmar (Burma), Vietnam
5 - 8 Business Days Bangladesh, India, Maldives, Nepal, Pakistan, Sri Lanka, Cyprus, Iran, Iraq, Israel, Lebanon, Mongolia, Turkey
MIDDLE EAST
5 - 9 Business Days Egypt, Israel, Qatar
AFRICA
5 - 9 Business Days Mauritius, Morocco, South Africa, Tunisia
NORTH AMERICA
3 - 5 Business Days Canada, Mexico, United States of America (USA)
5 - 8 Business Days El Salvador, Puerto Rico
6 - 9 Business Days Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Peru, Venezuela
ASIA PACIFIC
3 - 5 Business Days Australia, Fiji, New Zealand, New Caledonia
EUROPE
4 - 6 Business Days Austria, Belgium, Bulgaria, Cyrus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Netherlands, Norway, Poland, Romania, Spain, Sweden, Switzerland, United Kingdom
4 - 8 Business Days Czech Republic, Estonia, Iceland, Lithuania, Luxembourg, Malta, Montenegro, Portugal, Slovakia, Slovenia, Tukey
RUSSIA & UKRAINE
15 - 25 Business Days Belarus, Russia, Ukraine

*Please contact us if your country is not listed above.

Delivery Delays
There are different factors that can cause delay in delivery. Typhoons, industrial actions, customs inspection, package backlog, etc. are samples of circumstances that are out of our control. Incomplete or wrong address and the absence of the recipient during the time of delivery can also delay the arrival of the package. To prevent this from happening, make sure that the address is correct before payment and that you or someone can receive the package for you when the package arrives at your door.

Remote Area Charge
The shipping cost calculated in the order does not include remote area charge. You will be notified via email if we need to apply remote area charge for your order before we process the shipment.

P.O. Box
Express shipping methods require a signature when delivered thus a physical address must be used. We can ship to P.O. boxes for orders which use standard airmail method only.

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