Shipping Policy

Shipping Policy | Truekoo

This website is operated and managed by HONGKONG KATE LIMITED, and Truekoo is the independently operated home design brand under the company. We are committed to providing every user around the world with convenient, transparent, and reliable shipping services. No matter where you are, we will ensure that every vase product reaches you safely and in perfect condition through careful packaging and efficient logistics. Please read the following shipping terms carefully before placing your order, so that you have a clear understanding of processing times, shipping methods, and related costs.

I. Global Delivery Coverage

Truekoo offers delivery services to the vast majority of countries and regions worldwide. We understand that a thoughtfully designed vase deserves to travel across oceans to reach your living space. Therefore, we have established stable partnerships with multiple international logistics providers to ensure that your order clears customs smoothly and is delivered efficiently. If your shipping address is in a remote area or a region with special restrictions, our logistics partners will do their best to coordinate delivery, though transit times may be slightly extended. We appreciate your understanding.

II. Processing Time

We fully understand your anticipation after placing an order, which is why we always prioritize order processing efficiency.

Order confirmation: After you successfully place your order and complete payment, you will receive an order confirmation email to verify your purchase details and shipping address. Please carefully review this information. If any errors are found, contact us promptly via our official email to make corrections, so as to avoid any delays in shipping.
Processing timeframe: Under normal circumstances, your order will be picked, inspected, packed, and handed over to the carrier within 1 to 3 business days. For some popular styles or items with limited stock, processing time may be extended due to restocking requirements. In such cases, we will notify you in advance via email.
Pre-order or custom items: If you purchase a pre-sale product or a specially customized piece, the processing time will be based on the estimated shipping date indicated on the product detail page. We will strictly adhere to the promised schedule.

Processing time is calculated from the next business day after order confirmation. Weekends and public holidays are not counted as business days.

III. Shipping Methods

Based on the destination, package weight, and delivery timeline, we select the most appropriate shipping method for each vase product. Currently, we primarily use the following two logistics options:

Standard International Express: Applicable to most countries and regions, shipped via our partner international couriers, with a tracking number provided throughout the entire process. You can track your package in real time through our website's order page or the carrier's official website.
Priority International Express: For users who require faster delivery, some orders will be automatically assigned to faster shipping routes to shorten transit time. The specific shipping method will be determined by the system based on the destination at the time of dispatch. We will indicate the carrier and tracking information in the shipping confirmation email.

All products are packaged with professional shock-proof materials. Vases, as fragile items, are additionally protected with thickened bubble wrap, custom-molded foam dividers, and reinforced outer boxes to minimize the risk of damage during transit.

IV. Shipping Time

Shipping time refers to the number of days in transit from the dispatch warehouse to final delivery. The exact duration varies depending on the destination country or region. Below are reference ranges:

Asia: Approximately 3 to 7 business days
Europe: Approximately 5 to 12 business days
North America: Approximately 5 to 10 business days
Oceania: Approximately 6 to 12 business days
Other regions: Approximately 7 to 15 business days

Please note that the above are estimated transit times under normal circumstances. Actual delivery may be affected by local customs clearance efficiency, flight adjustments, local delivery network conditions, and force majeure events (such as severe weather or public health incidents). In case of delays due to special circumstances, we will keep you informed via email in a timely manner.

V. Shipping Costs

Truekoo offers free worldwide shipping to all global users. Standard international express shipping costs are fully covered by us, and you do not need to pay any basic shipping fees.

Standard shipping: All orders qualify for free worldwide shipping with no minimum purchase requirement. Whether you purchase one item or multiple, shipping costs remain zero.
Priority shipping: If you wish to further shorten transit time, some destinations offer an upgrade option. Any additional shipping cost for the upgrade will be borne by you and will be clearly indicated in USD (United States Dollars) at checkout for your optional selection.
Customs duties and clearance fees: Free worldwide shipping covers only logistics transportation costs. It does not include import duties, value-added taxes, or customs clearance service fees that may be levied by the destination country or region. Such fees (if any) are the responsibility of the recipient. Please refer to your local customs policies for specific amounts. If a package is returned due to the recipient's refusal to pay duties, we will process it according to our return policy and deduct the resulting round-trip shipping costs and related handling fees from the refund.

VI. Order Tracking

Once your order is dispatched, we will provide a unique tracking number and a tracking link in the shipping confirmation email. You can check the package status at any time through the following methods:

Log in to your Truekoo account and visit the order center to view real-time logistics updates;
Copy the tracking number directly to the carrier's official website or a third-party global tracking platform for查询.

If your tracking information has not been updated for more than 5 business days, or if the package shows as delivered but you have not actually received it, please contact us via our official email. We will assist you in initiating an inquiry with the logistics provider.

VII. Delivery Failure and Address Changes

To ensure smooth delivery, please provide a complete and accurate shipping address (including country, city, street name and number, postal code, and recipient contact phone number) when placing your order. If delivery fails, the package is returned, or additional re-delivery fees are incurred due to an incorrect or incomplete address, the responsibility and related costs shall be borne by the recipient.

If you need to change the shipping address, please submit your request via our official email before the order status shows as "not yet shipped." Once the order has been dispatched, we will no longer be able to modify the shipping address. In such cases, we will attempt to contact the logistics provider to intercept or redirect the package, but we cannot guarantee success, and any related costs will be at your own expense.

VIII. Shipping Damage Handling

We place great importance on product safety during transit and have implemented comprehensive protective measures. However, if the vase you receive is damaged or severely scratched, please take photos as evidence at the time of delivery and contact us via our official email within 7 days from the date of receipt. After verification, we will handle the matter properly according to the relevant terms in our Return Policy, including arranging a replacement or processing a return and refund. Please be sure to retain the outer packaging and cushioning materials to facilitate the logistics provider's investigation.

IX. Policy Updates and Final Interpretation

Truekoo reserves the right to adjust this Shipping Policy from time to time based on operational needs and changes in the logistics market. Any updates will be published promptly on this page, and the latest version shall prevail. We recommend that you review this policy again before placing an order to obtain the most accurate shipping-related information.

We firmly believe that clear and efficient shipping services are an important part of a satisfying shopping experience. Truekoo will continue to optimize its global logistics system, striving to ensure that every piece of beauty from afar arrives safely at your home.

Should you have any questions about this Shipping Policy or need assistance with order tracking, please contact us via the official email below. We will respond as soon as possible upon receiving your message.