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Shipping & Returns

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1.Choosing a Shipping Method

You can choose your preferred shipping method on the Order Information page during the checkout process. For most products, Hiestar.com will offer you a choice of three shipping methods on the Order Information page at checkout. Note that if every item in your order has the Free Shipping sticker, you won't need to select shipping – Hiestar.com will automatically ship through the best method based on the order size and destination. Our three available shipping methods are:

Express Shipping

Our fastest option ships to all major destinations in 3 - 5 working days by DHL, UPS, EMS. All Expedited Shipping orders are eligible for shipping discounts according to package size and destination.

Qualifying for Free Shipping

Hiestar.com offers free shipping service to worldwide for Items with the Free Shipping sticker via Airmail. Only when the order amount is over 20$, we can freely offer the tracking number. Hiestar.com shipment is internationally delivered from free port Hong Kong or China Post. The delivery time is determined by the delivery method, destination, and the custom clearance time and so on. Generally, Hiestar.com delivers the goods via registered Airmail.

Before we can ship your order, Hiestar.com has to prepare your products, do strict quality-control tests and carefully package items. The duration of preparing your items for shipping and the delivery time is the total time to receive your order.

To estimate how long it will take for your order to arrive click here to see processing and shipping times for all product categories.


2.How can I check out my order status?

Access the below tracking websites:
Register airmail (Hong Kong): http://www.track-trace.com/post
(Here you can track your cargo via the post websites for over 90 countries: Click the country at the bottom of the homepage and you can also track the cargo status when it arrives in your destination country)
Register airmail (China): http://intmail.183.com.cn/item/itemStatusQuery.do?lan=0

EMS: http://www.ems.com.cn/english-main.jsp
DHL: www.dhl.com
TNT: www.tnt.com
UPS: www.ups.com

3.What is Airmail ?

There are two kinds of airmail. One is Hong Kong Airmail, the other is China mainland airmail (herein referred as China airmail). Airmail stretches to nearly every corner of the world and has been broadly used in international shipping.

What's the difference between Hong Kong airmail and China airmail?
The difference can be classified as the chart below

China Airmail CS Hong Kong Airmail

Category

China Airmail

Hong Kong Airmail

Fees

The same

Tracking No. (ends at)

CN

HK

Tracking Web

http://intmail.183.com.cn/item/itemStatusQuery.do?lan=0

http://www.track-trace.com/post

http://app3.hongkongpost.com/CGI/mt/enquiry.jsp

Tracking Update Time

2-3 days

3-4 days

Tracking Boundary

China==>Destination Country

China==>Hong Kong

Delivery Time

China airmail is 1-2 business days less than Hong Kong airmail


For airmail, is there a website that I can track the package status whether it arrives in my destination country?
For product shipped via Hong Kong airmail, we can check from Hong Kong Post’s official web below:
http://app3.hongkongpost.com/CGI/mt/enquiry.jsp
Here we can only track the time when the package is carried by forwarder in Hong Kong and when it leaves from Hong Kong.


On http://www.track-trace.com/post, you can not only track whether it has left from HK, but also you can check whether your package has arrived in your own country. Just click the country at the bottom of the homepage and you’ll enter the website where you can track the status when your package arrives in your own country.

For products shipped via China airmail, we can track it from the web below:
http://intmail.183.com.cn/item/itemStatusQuery.do?lan=0
Here we can have an overall tracking of the mail, including when it is posted on web, when it leaves China, when it reaches your destination country and when it is delivered.

Remarks: Hiestar will choose a more optimized shipping method between Hong Kong airmail and China airmail. So, customers need to choose correct tracking web for tracking.

4.What will affect the delivery time?

The delivery time includes processing time and shipping time. Generally, the package can arrive in destination on time. Processing time means the time Hiestar handles the order internally. Delivery time is determined by the destination where the order is shipped to, which is the main element that affects delivery time. Moreover, the custom policy of destination country also influences the delivery time.

5.What if I do not edit my shipping address before settling the payment?

We’ll treat the PayPal registration address as your receiving address if you do not edit your address. So, please make sure your receiving address is the same as your PayPal registration address, otherwise you need to edit it.

6.How can I know my order has been shipped?

You’ll receive a notification e-mail from us when your order is shipped. Information like shipping items, shipping time, tracking No. and tracking website is included. Also you can timely check your order status via “My Account”è”Order List”.

7.My tracking number is not working, what should I do?


Once package has left from hiestar.com, it will take 1-3 business days to process in Hong Kong Post system or China Post System. Please wait a little more time and try it again later. Any question, please leave message to us by visiting My Account. Hiestar.com customer service center will give your feedback within 0-24 hours.

8.The tracking information from HK post web or China Post web shows that my order has been shipped to a wrong country, what should I do?


This must be a mistake made by HK post or China post staff during scanning. Any order shipped from Hiestar.com is posted with a label of the detailed address. Thus, your order will not be shipped to a wrong destination. You can wait it until the deadline, once it still not be received, please contact us.

9.Estimate the delivery time to destination

Considering the complicated international shipping procedures, the estimated delivery time below is just for reference:

Airmail and register airmail Area time
United States, Canada 6-14 business days
Australia, New Zealand, Singapore 5-11 business days
United Kingdom, France, Spain, Germany, Netherlands, Japan, Belgium, Denmark, Finland, Ireland, Norway, Portugal, Sweden, Switzerland 7-15 business days
Italy, Brazil 10-25 business days
Other countries 7-15 business days
EMS 3-15 business days to worldwide
DHL/UPS 2-7 business days


10.Does Hiestar.com ship internationally?


Yes, we ship products to worldwide countries

11.Do I need to pay for Tax and Customs Duties?


If parcels sent by HK Post or China Post
Hiestar.com sends products from Hong Kong which is a free port. Because there is no sale tax by imposed by Hong Kong government, customers will not pay any tax when shopping from us generally
As per our data, only less than 1% of the package was opened and checked by customs of destination country. Customers are responsible to pay for the taxes if import taxes are charged.
Although the possibility to have import taxes is near to zero, we strongly suggest that you'd better know your import policy before your purchase happens. You have to notice that some products may require special licenses or permits to import (such as high powered lasers). It is customers’ business to handle the products that are confiscated by the Customs in customers' countries. You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Focalprice.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

IF Parcel sent by DHL/UPS/TNT/FEDEX/EMS, Normally Local Customs will charger taxes according to different case.


12. Import duty

Please note: Hiestar.com not responsible for any import duties and custom cost. e goods passing your country custom.
Every country custom have different requirement for import, some countries are stick and special, have limited for the declare value, description, shipping method; please check the import duty rule of your country before placing order. You can send us the declaration instructions if have special request when packing order.

If any customer do not want to clear custom casing the goods returning to China or shipment confiscated, all the charges need to be paid by buyers