Shipping policy
We ship globally and offer free delivery to most countries!
The following information should answer most of your questions.
For "free shipping", you need to pay attention to the following: if the logistics company calculates the shipping fee based on the volume weight of the package (this happens when the package is too large, and sometimes happens with pillows, dolls, and figurines), you need to pay the shipping fee that exceeds the actual weight. If there is a problem with the package during transportation and it needs to be re-delivered, the re-delivery fee needs to be paid by the customer, and this part will not be included in the free shipping offer.
Shipping Time:
The estimated time for delivery is the product handling time (usually within 2 days, excluding custom items and certain official products) + the transportation time to the warehouse (usually within 3 days) + warehouse processing time (1 day) + international shipping time (including transportation time within the destination country, typically 10 to 14 days).
Please note: The above international shipping times are rough estimates; actual times may sometimes be shorter. Occasionally, the shipping channels of logistics providers may be temporarily disrupted, but we work with multiple companies, so if goods need to be transferred to other warehouses, this may extend the transportation and processing times at the warehouse.
Shipping Process:
Taking official products as an example, once you purchase an official item from us, we will place an order with the official flagship store immediately after receiving your order. After that, we wait for the product to be shipped and transported to the warehouse of our international logistics partner. Next, they will process the recipient and product information, then begin international shipping. Please note that we typically send a "Shipped" notification after the shipping agent has processed the goods. This notification includes your order tracking number, which is generated once the shipping agent completes the information processing.
Here are more detailed explanations.
How long does it take to process and ship my order?
Answer: Based on past order delivery data, most orders will be delivered to you within 2.5 weeks after shipping (it may also take up to 3 weeks; we will email you to inform you of the reasons for any shipping delays).
[Please note that there is a processing time of 2 to 10 business days before shipping. Once the shipping agent receives the items, an order tracking code will be generated. You will usually see this tracking code when you receive the shipping notification. This means that we do not send a shipping notification until we have received the order tracking code from the shipping agent.]
Reasons for longer processing times:
- Handling time from the flagship store
- Transportation time from the flagship store to our warehouse
- Shipping confirmation and pick-up time [for international shipping]
Note: Typically, handmade products will have a production cycle indicated on the product page. Issues may also arise with the shipping company that could cause delays, though this is rare. For clothing items, we will email you again to confirm clothing sizes before shipping, which may cause some delays. In very rare cases, international shipping to certain countries may take 15-30 days or even longer, especially for slower shipping countries like Brazil, Mexico, and Romania. We are not responsible for any delays caused by customs clearance processes in the destination country. Natural disasters and severe storms may limit our shipping company's operations or pick-ups from our warehouse, potentially causing delays.
How long until I receive my order?
Answer: Most orders will be delivered within 15-20 business days after processing and shipping, for example, to the United States, Europe, and Canada.
What is the status of my order?
Answer: Once your order has shipped, you will receive an email containing your tracking number and a link to track your package. If there are any issues with your tracking number or package delivery, please message us at our email to inform us. After the tracking number is available, please wait few days for the tracking information to display. In some rare cases, tracking information may not update, but you will still receive your package.
What should I do if I’m missing items or received the wrong product?
Answer: If there is an error or missing items in your order due to our mistake, you must contact us within 30 days of receiving your order. We will investigate the issue and respond to you within 2-4 business days from the day we receive your report. If a customer reports an issue after 30 days, we will assume that the customer has received the complete order as listed on the invoice and will not be responsible for any missing or incorrectly shipped items.
Do you ship to PO Boxes or military APO/FPO addresses?
Answer: No, please do not use PO Boxes or military APO/FPO addresses as your shipping address.
What should I do if my package is delayed?
Packages may be delayed for the following reasons:
- The product you ordered requires additional customization time. We usually specify the customization time in the product description, so please pay attention to that.
- The shipping address is incomplete or incorrect, and/or the order requires additional verification.
- Service disruptions caused by our shipping company, weather, power outages, or other extreme events may prevent us from operating.
So, we need to understand a few steps:
- Before placing an order, please pay attention to the handling and shipping times of the products, and ensure your shipping information is correct and complete. If you need to receive a product by a specific date, please place your order at least two weeks in advance, considering the aforementioned shipping times, and let us know.
- After the product has shipped, please keep track of your package. If any special circumstances arise during transit, please contact us or the local courier to resolve the issue. We will also track your package and provide assistance.
- If the product is indeed delayed and you no longer need it, please keep the product in its original condition and take a photo for us. You can then return it within 30 business days of receiving the product.
What shipping options do I have?
Answer: We currently use FedEx/UPS/USPS as our shipping service providers for shipments to the United States. For other countries, we also use DHL, GES, and TNT.
What if I entered an incorrect shipping address?
Answer: When a customer inputs an incorrect address, our shipping company charges us an additional fee to locate the correct address to ensure the package can be delivered. We will pass this fee onto the customer. This situation is rare, and if an address appears to have issues, we will try to contact the customer before shipping.
If you enter an incorrect shipping address that results in the package being sent to another person/address and cannot be retrieved, we will not be responsible.
We encourage customers to always double-check their shipping addresses and pay attention to any tracking information we send via email.
What if I refuse my package?
Answer: If you intend to refuse our package, please contact us before it arrives at your location. This will be considered a "product return," and you will need to pay the shipping costs to send the product back to our warehouse. Afterward, your order will be refunded. If the package we send reaches your doorstep and is refused, no refund will be issued.
International taxes and duties:
Import duties, taxes, and fees are not included in the product price or shipping costs. These charges are the responsibility of the buyer. Arknightshipship does not collect duties or taxes and is not responsible for any duties and taxes charged by your country.
Please note that our shipping policy is subject to change and will be updated here.
The right to interpret all website policies belongs to the store manager.
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