Shipping Policy

1. Order Sourcing & Handling Time

Because we curate and source our products from international warehouses and partner suppliers directly to you, there is an order handling window.

Processing Time:Orders are processed and placed with our global logistics network within **1 to 3 business days** of payment confirmation. Once the supplier packs and registers the package, a logistics carrier tracking code is generated, and the order status is updated to "Shipped."

2. Regional Delivery Estimates

We ship to most destinations globally. Because packages are shipped internationally, shipping times are estimates, not strict guarantees. Below are our typical delivery ranges using tracked standard logistics:

*Note: Transit times do not include local customs clearing delays or regional holiday backlogs. Europe is typically faster due to optimized supplier warehouses.

3. Customs, Duties, & Import Fees

Since products ship directly from overseas warehouses, **the customer is the importer of record**.

Any customs charges, import duties, VAT, or local carrier handling fees levied by the destination country's customs department are **the sole responsibility of the customer**. These fees are not collected by us at checkout, and we cannot refund customs fees or taxes. Please consult your country's customs office to understand thresholds and import fees before buying.

4. Shipping Tracking Codes

Once our international supplier registers your package, an automated shipping email containing your tracking code will be dispatched to you (usually within **48 hours** of order status changing to "Shipped").

You can monitor active tracking updates through our store portal under the Account section, or by pasting your code into universal tracking services such as 17track.net. Please allow 24-48 hours for the carrier system to upload the first scans.

5. Lost, Delayed, or Damaged Packages

We guarantee delivery of all shipments. In the rare event that a package is delayed:

• 30 Business Days Guarantee: If your package does not arrive or shows no tracking scans for more than **30 business days**, it will be declared lost. We will either send a **free replacement** or issue a **full refund** through Paddle.
• Delivered but Missing: If tracking states "Delivered" but you cannot find the package, please check with neighbors, building managers, or contact your local post office using the tracking code. We cannot refund orders marked as delivered by the carrier unless proof of shipping error is provided.

6. Shipping Support

If you have questions about your delivery status or your tracking code seems stuck, please write to us at **support@mintello.shop**.