Shipping Return

Shipping Policy:

Delivery Time = Processing Time + Shipping Time
Processing Time: 3–5 business days

Shipping Information

Q - Cancellations, Returns & Damages?

Thank you for choosing CarvedWare handmade customized porcelain. Due to the unique nature of these products, please read the following policy carefully before placing your order:

1. Order Cancellation Policy:

   • Once you submit your order and complete the payment, it is considered as your confirmation of the custom design. We will immediately arrange for our artisans to commence the production process.

   • Therefore, all paid orders for customized products cannot be cancelled, modified, or refunded for any reason. Please understand that these items are made specifically for you and cannot be resold.

2. Return & Exchange Policy:

   • Customized engraved porcelain does NOT qualify for "No Reason" returns or exchanges.

   • We guarantee a strict quality check before shipment. Returns or exchanges will ONLY be accepted under the following scenarios, which are due to our fault:

     • The product arrived broken or damaged (an unboxing video is required as evidence).

     • The received product has a severe and obvious craftsmanship deviation from the confirmed design mock-up (excluding reasonable variations in color, texture, etc., inherent to natural materials).

     • We sent a completely wrong product model.

3. Issue Resolution Process:

   • If you claim to have received a defective product, please contact us via email within 48 hours of receiving the package, providing clear photos and/or an unedited unboxing video as evidence.

   • We will investigate and respond to you within 1-3 business days after receiving the evidence. Once confirmed to be our responsibility, we will offer a free remake or a full refund.

Q - Important info of shipping

1. A telephone number is required for delivery. Ensure your account email is correct to receive order and shipping confirmations. Your address must be complete and detailed, including apartment or unit numbers. We are not responsible for failed deliveries or additional fees due to incorrect or incomplete information.
2. We do not ship to P.O. Boxes or APO/FPO addresses. Please provide a detailed and valid physical address when ordering.

Q - Item damages and issues?

If you receive a defective, damaged or wrong item, please contact us via email within 48 hours of receiving the package, providing clear photos and/or an unedited unboxing video as evidence.

We will investigate and respond to you within 1-3 business days after receiving the evidence. We can evaluate the issue and make it right.

Q - What happens if my package is lost?

In the very rare scenario that a package is deemed lost, then the buyer will always be issued a full refund. A package is deemed lost if it is not delivered within 60 days. In such case, you must contact us within 30 days so we can reship or refund your order.

Q - How about the customs duties?

CUSTOMS DUTIES
In some cases, there will be VAT (Value Added Tax), other taxes, customs and/or duty fees levied by your destination country. These additional charges are not included and are the responsibility of the recipient. We cannot determine the charges since customs and taxation policies vary widely from country to country. Please contact your local customs office if you have any questions. We do not refund shipping costs for customers that reject their packages upon arrival for failure to pay duty fees.

Customs clearance procedures may be required; under these circumstances, delays may occur, which will affect our original delivery time. Delivery time of orders can be extended by delivery service for indefinite period for reasons beyond our control.