Shipping Policy

Destinations and fulfillment

Shipping is available to destinations accepted at checkout for the items ordered. Availability may vary by product and carrier restrictions. Orders ship from our fulfillment location in Hong Kong. If a product is dispatched directly by a supplier or fulfillment partner, the shipping confirmation identifies its ship-from country or region. Contact us before ordering if the dispatch location is important to you.

Processing and estimated arrival

• Processing: normally 1–3 business days after payment confirmation.
• Transit: estimated 7–12 business days after dispatch.
• Combined estimate: usually 8–15 business days from payment confirmation.

Business days are Monday–Friday, excluding applicable public holidays. Customer service operates separately, daily from 8:00 AM to 10:00 PM (UTC+8). Delivery estimates can be affected by customs, weather, holidays or carrier disruption.

If we cannot dispatch within the stated processing period, we will contact you with a revised estimate and the option to agree to the delay or cancel the unshipped items for a full refund. Where consent is required, an unanswered notice is not treated as consent unless the law permits it. Mandatory delivery and cancellation rights apply.

Shipping charges, taxes and duties

Shipping fees are calculated at checkout based on the destination, items and available method. The fee and any taxes collected by the store appear before payment. No universal free-shipping offer is promised by this policy.

For cross-border orders, import duties, taxes or carrier clearance charges not collected at checkout may be payable to the destination authority or carrier, unless the order states that duties are included. Contact us before ordering if you need clarification. We do not add shipping charges after payment without your agreement.

Tracking and multiple packages

We email dispatch confirmation and tracking information when your order ships. Carrier tracking can take time to show the first scan. Items may travel in separate packages; available tracking details will identify each shipment. Any additional delivery charge requires your prior agreement.

Address changes and cancellations

Check your delivery address before paying. Contact us promptly to request a correction or cancellation before dispatch. We will help where operationally possible and charge no cancellation fee. Once shipped, cancellation normally follows the return process, subject to mandatory rights.

Delays, damage and missing parcels

If tracking stops updating, the estimated arrival period passes, a parcel arrives damaged or delivery cannot be located, email service@couatye.com with your order number. We investigate with the carrier or fulfillment partner and keep you informed. A “Delivered” scan alone does not automatically close a missing-parcel claim.

When delivery cannot be completed, or an item is lost, damaged or incorrect, we arrange an appropriate replacement or refund without making you bear the cost of our error. Statutory rights and refund deadlines take priority over estimated timeframes.