Shipping policy

Shipping & Delivery Policy

Last updated: September 2, 2026

Thank you for shopping with XIAOZHE. This Shipping & Delivery Policy explains our available shipping destinations, shipping costs, free-shipping eligibility, processing times, delivery estimates, tracking, customs responsibilities, and procedures for damaged, delayed, or undeliverable packages.

1. Shipping Destinations

We ship to the countries and regions available for selection at checkout.

Shipping availability may depend on the delivery address, product category, package size, weight, local import requirements, and carrier coverage.

Please provide a complete and accurate shipping address, telephone number, and recipient name. If your destination is unavailable at checkout, we are currently unable to ship the selected product to that location.

If we discover after an order is placed that we cannot ship the product to the provided address, we will contact you and arrange an appropriate solution, which may include cancelling the order and issuing a refund.

2. Shipping Costs

Free standard shipping may be available when:

The merchandise subtotal is US$199 or more; or
The order contains one eligible product weighing no more than 1 kg.

Free-shipping availability depends on the destination, product category, package size, weight, and available carrier service.

Oversized, heavy, remote-destination, or restricted products may be excluded from free shipping or may require an additional shipping charge.

For orders that do not qualify for free shipping, shipping costs are calculated at checkout based on the destination, package weight, dimensions, and selected shipping method.

Free-shipping offers apply only to eligible standard delivery. Expedited, premium, special-handling, or other optional delivery services may incur an additional charge.

The shipping options and final shipping charge displayed at checkout will apply to the order. We will not add undisclosed shipping fees after the order has been placed.

3. Duties, Taxes and Customs Charges

International orders may be subject to import duties, VAT, taxes, customs clearance fees, brokerage charges, or other fees imposed by the destination country or region.

Unless these charges are specifically collected during checkout, they are not included in the product price or shipping charge and are the customer’s responsibility.

XIAOZHE does not control or determine customs charges, import taxes, or clearance requirements imposed by local authorities.

Customers are responsible for checking the applicable import requirements before placing an order.

If duties or taxes are collected during checkout for a specific order, the customer will not be responsible for paying those same collected charges again. Additional charges that were not included in the checkout calculation may still apply.

Customs inspections and clearance procedures may delay delivery. Delays caused by customs authorities are outside XIAOZHE’s reasonable control.

4. Order Processing Time

In-stock products are normally processed and prepared for shipment within 3–5 business days after payment is confirmed.

Order processing may include:

Payment and order verification;
Product inspection;
Product preparation;
Secure packaging;
Shipping-label preparation.

Custom, personalized, made-to-order, or temporarily unavailable products may require additional preparation time. Any applicable lead time will be stated on the product page or communicated before dispatch.

Orders are not normally processed or dispatched on weekends or public holidays.

If a product becomes unavailable after you place an order, we will contact you and offer an appropriate solution, which may include:

An alternative product;
A revised dispatch date;
Cancellation and a refund.

5. Estimated Delivery Time

International standard shipping typically takes approximately 10–15 business days after dispatch.

The estimated total delivery time normally consists of:

Processing time: 3–5 business days;
Transit time: Approximately 10–15 business days.

Delivery time may vary depending on the destination, shipping method, product category, carrier, customs processing, public holidays, and local delivery conditions.

Delivery dates shown at checkout, in an order confirmation, or in tracking information are estimates and are not guaranteed.

Delivery may be delayed because of:

Customs inspections;
Severe weather;
Public holidays;
Carrier disruptions;
Remote delivery locations;
Incorrect or incomplete address information;
Circumstances outside our reasonable control.

6. Order Tracking

When tracking is available, we will send a shipping confirmation containing the carrier information and tracking number after the order has been dispatched.

Tracking information may take 24–48 hours to become active after the carrier receives the package or the shipping label is created.

If tracking has not updated after 48 hours, please contact us at info@xiaozhetech.com.

Customers may also review available order information through their XIAOZHE customer account.

7. Split Shipments

Orders containing multiple products may be dispatched in separate packages because of product availability, package size, warehouse arrangements, or carrier requirements.

Separate packages may:

Be dispatched on different dates;
Have different tracking numbers;
Arrive at different times.

Customers will not be charged an additional standard shipping fee solely because XIAOZHE divides an order into multiple shipments.

The applicable shipping charge confirmed at checkout will remain the shipping charge for the order unless the customer later requests a different delivery service.

8. Damaged, Defective or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, defective, or incorrect, contact us within 48 hours of delivery where reasonably possibleand provide:

Your order number;
A clear description of the issue;
Clear photographs or videos of the product;
A photograph of the shipping label;
Photographs of the outer packaging and any visible damage.

Please retain the product and all packaging while we review the case.

After reviewing the information, we will arrange an appropriate solution. Depending on the circumstances and applicable law, this may include:

Replacement parts;
Repair;
A replacement product;
A price adjustment;
A refund.

For a verified damaged, defective, or incorrect product, XIAOZHE will cover the approved return or replacement shipping cost.

Reporting shipping damage promptly helps us investigate the issue with the carrier. The requested reporting period does not limit any mandatory rights available under applicable consumer protection laws.

9. Missing Parts or Accessories

Please check that all listed accessories, mounting hardware, cables, instructions, and other included components are present when your package arrives.

If any parts or accessories are missing, contact us as soon as reasonably possible and provide:

Your order number;
The name of the missing component;
Photographs of the received product and package contents;
A photograph of the shipping label.

Once the issue has been verified, we will arrange an appropriate solution, which may include sending the missing parts at no additional charge.

Prompt reporting helps us investigate and resolve the issue. It does not limit any mandatory rights available under applicable consumer protection laws.

10. Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address, telephone number, and recipient information.

If you notice an address error, contact us immediately at info@xiaozhetech.com.

We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

If an order cannot be delivered because of:

An incorrect or incomplete address;
An unreachable recipient;
Refusal to accept the package;
Repeated unsuccessful delivery attempts;
Failure to complete required customs procedures;

the customer may be responsible for applicable return, storage, redelivery, or reshipping costs where permitted by law.

If a package is returned to us because of an address or delivery issue, we will contact the customer before arranging redelivery or an applicable refund.

11. Delayed or Missing Packages

If tracking shows no movement for an extended period or the package has not arrived within the estimated delivery range, contact us with your order number.

We will review the available tracking information and, where appropriate, open an investigation with the shipping carrier.

Carrier investigations may require additional processing time.

If the carrier confirms that a package was lost in transit, we will provide an appropriate solution, which may include a replacement or refund.

If tracking shows that the package was delivered but you cannot locate it, please first check:

With household members;
With neighbours;
With building reception or property management;
Around the delivery location;
With the local carrier.

12. Refused or Unclaimed Packages

Customers are responsible for monitoring tracking information and completing any required delivery or customs procedures.

If a package is refused, left unclaimed, or returned because the recipient did not complete required customs clearance, the customer may be responsible for applicable return shipping, storage, customs, redelivery, or processing costs where permitted by law.

Any approved refund may be issued after the returned package has been received and inspected. Reasonable costs incurred because of refusal or failure to complete delivery may be deducted where permitted by applicable law.

This section does not apply where the refusal is caused by a verified damaged, defective, incorrect, or materially misdescribed product.

13. Installation Guidance

XIAOZHE does not provide on-site installation services.

Hardwired lighting, EV charging equipment, power supplies, and other electrical products should be installed by a qualified local electrician in accordance with: