Shipping and Delivery Policy

Thank you for shopping at Platrex. We are committed to providing safe and reliable international shipping services. Please read the following Shipping and Delivery Policy carefully before placing your order.

1. Shipping Destinations

We currently ship to many countries and regions, including but not limited to:

• The United States and Canada;
• The United Kingdom, Germany, France, Italy, Spain, the Netherlands, Belgium, and other European countries;
• Australia and New Zealand;
• Japan, South Korea, Singapore, Malaysia, and other Asian countries;
• Other countries and regions covered by our international logistics providers.

Shipping may not be available to certain remote areas, islands, or destinations subject to logistics restrictions. Final shipping availability will be determined at checkout or confirmed by our customer service team.

2. Order Processing Time

After payment has been successfully received, orders are normally processed and shipped within 1–3 business days.

Processing time does not include weekends or Chinese public holidays.

Processing may take longer for:

• Large-volume orders;
• OEM or customized products;
• Products that are temporarily out of stock or require replenishment;
• Products requiring special packaging or shipping arrangements.

If your order is expected to be delayed, we will contact you by email or another available communication method.

3. Shipping Methods

We will select an appropriate shipping method based on the product’s weight, dimensions, destination, and product type. Available shipping methods may include:

• International express services such as DHL, FedEx, UPS, or other couriers;
• International special-line shipping;
• Postal services or EMS;
• Duty-paid or tax-included shipping services;
• Other shipping methods agreed upon by both parties.

The actual carrier may be changed based on the destination, shipping cost, and estimated delivery time.

4. Estimated Delivery Time

Estimated delivery time begins from the date the order is shipped and does not include order processing time.

Typical delivery times are as follows:

These delivery times are estimates only and are not guaranteed. Actual delivery may be affected by customs inspections, flight schedules, local holidays, weather conditions, strikes, wars, shipping congestion, and other circumstances beyond our control.

5. Shipping Cost Calculation

Shipping costs are calculated based on factors including:

• Destination country or region;
• Destination postal code;
• Actual product weight;
• Packaged dimensions;
• Shipping method;
• Whether the product requires special transportation;
• Whether the delivery address is in a remote area.

Shipping charges may be calculated according to the higher of the product’s actual weight or volumetric weight.

Volumetric weight is generally calculated as follows:

Length × Width × Height ÷ 5,000 or 6,000

The exact calculation standard will depend on the shipping carrier.

6. Reference Shipping Rates

For ordinary products with relatively small package dimensions, the following shipping rates may be used as a reference:

These prices are estimates and mainly apply to ordinary products shipped to standard service areas.

Actual shipping charges may be adjusted in the following situations:

• The package has a large volumetric weight;
• The delivery address is in a remote area;
• The product contains batteries, liquids, powders, magnetic materials, or other restricted items;
• The order weighs more than 10 kg;
• Shipping costs to the destination country are higher than usual;
• The customer requests expedited delivery or another special shipping service.

For orders weighing more than 10 kg, please contact us before placing your order to obtain an accurate shipping quote.

7. Free Shipping

Unless the product page, promotional offer, or checkout page clearly states that free shipping is available, customers are responsible for paying the applicable shipping charges.

Free-shipping offers may be limited to selected products, countries, order values, or shipping methods.

8. Customs Duties, VAT, and Import Charges

International orders may be subject to:

• Import duties;
• Value-added tax or sales tax;
• Customs clearance fees;
• Local logistics service charges;
• Other fees imposed by the destination country or region.

Unless the checkout page clearly states “tax included,” “duty paid,” or “DDP shipping,” these charges are generally the responsibility of the recipient.

Customers are responsible for understanding and complying with the import requirements of their country or region. If a package is returned because the customer refuses to pay customs duties, taxes, or clearance fees, the original shipping fee, return shipping fee, and other related costs may be deducted from the refund.

9. Order Tracking

After an order has been shipped, we will provide a tracking number whenever possible.

Tracking information may take 1–5 business days to appear in the carrier’s system. Some economy shipping methods may not provide complete real-time tracking.

Please contact us if your tracking information has not been updated for an extended period.

10. Shipping Address

Customers must ensure that all shipping information is accurate and complete before placing an order, including:

• Recipient’s full name;
• Complete street address;
• City, state, or province;
• Postal code;
• Country or region;
• Telephone number;
• Email address.

If a package is delayed, returned, or lost because the customer provided an incorrect, incomplete, or invalid address, the customer may be responsible for redelivery charges and related losses.

Once an order has been shipped, we normally cannot change the delivery address.

11. Failed Delivery and Returned Packages

A package may be returned due to:

• An incorrect or incomplete address;
• The recipient being unavailable or unreachable;
• Repeated unsuccessful delivery attempts;
• The recipient refusing the package;
• The recipient refusing to pay customs duties or clearance charges;
• The product not meeting the destination country’s import requirements.

After the package is returned, we will discuss reshipping or refund options with the customer.

The customer will generally be responsible for reshipping costs. The original shipping fee, return shipping fee, customs duties, clearance fees, and other actual costs may be deducted from the refund.

12. Damaged Packages or Missing Products

Please inspect the outer packaging when receiving your order.

If the package is visibly damaged, crushed, opened, or missing items, please contact us as soon as possible and provide:

• Your order number;
• Photos of the outer packaging;
• Photos of the shipping label;
• Photos of the product and inner packaging;
• An unboxing video, if available;
• A description of the damaged or missing items.

We recommend reporting shipping damage or missing items within 48 hours of delivery. After reviewing the evidence, we may provide a replacement, exchange, partial refund, or full refund depending on the circumstances.

13. Shipping Delays

International delivery may be delayed due to:

• Customs inspections or clearance delays;
• Flight cancellations or limited transportation capacity;
• Severe weather or natural disasters;
• Wars, strikes, or social events;
• Local public holidays;
• Peak shipping seasons;
• Incorrect delivery information;
• Changes in the destination country’s regulations.

We cannot guarantee a specific delivery date when delays are caused by carriers, customs authorities, or events beyond our control. However, we will make reasonable efforts to assist customers with tracking and resolving shipping issues.

14. Lost Packages

If the tracking information has not been updated for an extended period or the package may be lost, please contact us.

We will submit an investigation or compensation request to the shipping carrier. The investigation may take some time. Once the carrier confirms that the package is lost, we will provide a replacement or refund, depending on the circumstances.

If the tracking information shows that the package was delivered but you have not received it, please check:

• Your doorstep, mailbox, reception desk, or designated package area;
• Whether a family member, neighbor, colleague, or building staff member accepted it;
• Whether the package is being held at a local courier office;
• The carrier’s delivery confirmation or proof of delivery.

15. Split Shipments

When an order contains multiple products, we may divide it into separate packages based on product availability and shipping arrangements.

Packages may arrive at different times and may have separate tracking numbers. Unless otherwise stated, customers will not be charged additional shipping fees solely because an order was split into multiple shipments.

16. Contact Us

For questions regarding shipping costs, delivery times, tracking, or international customs clearance, please contact us:

Website: https://platrex.com
Email: 505891593@qq.com
Business hours: Monday to Saturday, 8 a.m. to 6 p.m.

For large-volume orders, orders weighing more than 10 kg, or products requiring special transportation, please contact us before placing your order to confirm the exact shipping cost and shipping method.