Shipping Policy
We require between 2-17 working days on average to fulfill your order and transport it to our carrier's sort facility. Some items may take longer, especially around major holidays (up to 10 days), or if your order includes popular items experiencing stock availability issues.
Once your order has begun processing through our shipping department we are unable to make any changes (including address changes). We will only ship to the address provided at check-out.
We only ship during business days and do not ship on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.
For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations.
Local Shipping
Free Shipping Offer: Customers who purchase two (2) or more items in a single transaction are eligible for free standard shipping. This offer applies only to orders shipped within Hong Kong.
Delivery Timeframe: Standard delivery is 1-3 business days after dispatch. Delivery times are estimated and not guaranteed.
Customer Responsibility: The store is not liable for any loss, damage, or additional fees incurred due to the customer's failure to accept delivery, provide an incorrect address, or failure to collect the package from a self-pickup point within the stipulated holding period.
International Shipping
International orders may be subject to customs duties, VAT, import taxes, or carrier processing fees upon arrival in the destination country. These charges are determined by your country's customs authority and are not included in your order total or shipping cost.
If applicable, your local customs agency or shipping carrier may contact you by email, phone, or mail to collect payment before your package can be delivered. All customs duties, taxes, and related fees are the responsibility of the customer.
Because these charges vary by country and order value, we are unable to estimate the amount you may owe. For more information, we recommend contacting your local customs office before placing your order.
CULT JADE is not responsible for customs delays, refused shipments, or any additional fees, taxes, or charges imposed by customs authorities or shipping carriers.
Tracking
All orders are processed with tracking numbers. You will receive an email with the tracking number when your order is dispatched to the carrier's sort facility.
For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Deliveries
Shipping time varies by country or region. Specific delivery dates are not provided nor guaranteed. These are our estimates for your reference:
*Note: The days listed above are only estimates in business/working days and do not include our 2-5 day processing time.
While we will do all that we can to make sure you order is delivered on time, CULT JADE cannot be held responsible for conditions beyond our control such as required postal or customs clearance procedures, holidays, severe weather, labor disputes, protests, etc. and these interruptions can cause delays beyond our original delivery estimates.
Lost/Stolen/Damaged Packages:
CULT JADE is not responsible for lost, stolen or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.
Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported.
Wrong Address Disclaimer:
It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change.
Feedback:
We would love to hear your feedback, questions, or any concerns. Please feel free to email us at heycultjade@gmail.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.