Shipping Policy

This Shipping Policy applies to all cross‑border orders of colored contact lenses, vision contact lenses, and related products placed with FreshGOshop (“we”, “us”, or “our”). It explains the shipping rules, responsibilities, and important notices so that you can enjoy a transparent and smooth cross‑border shopping experience. By placing an order, you acknowledge that you have read and agreed to this policy.

1. Shipping Coverage and Delivery Times

  1. Shipping Coverage:
    We provide cross‑border delivery services to most countries and regions worldwide. The specific deliverable areas are determined by what is shown at checkout. Some remote regions may not be supported due to logistics restrictions or local regulations.

  2. Standard Delivery Time:
    Cross‑border shipping is handled by professional logistics partners experienced in medical device delivery. Under normal circumstances, delivery takes 7–15 business days (counted from the date the order is shipped). Delivery times do not include customs clearance time, public holidays, force majeure events, or delays due to local policies.

  3. Delivery Time Notice:
    During peak seasons (e.g., promotional events, Christmas, Black Friday), strict customs inspections at the destination, or in remote areas, delivery may be delayed by 1–3 business days. We will assist in tracking the shipment as much as possible, but actual delivery times may vary.

2. Shipping Charges

  1. Shipping Fee Calculation:
    Shipping fees are calculated based on your order value, destination region, and product weight, and will be automatically displayed at checkout.

  2. Free Shipping Policy:
    We regularly offer free shipping promotions. The rules and eligibility criteria are determined by the latest announcements on our website. Free shipping covers only standard shipping fees and does not include customs duties or any additional charges.

  3. Additional Shipping Fees:
    Orders that include sensitive or liquid products (e.g., contact lens solution) may require extra handling fees due to special transportation requirements. These fees will be calculated at checkout. If you require expedited shipping, please contact our support email for information on availability, fees, and delivery times.

3. Customs, Duties, and Clearance

  1. Customs Duties:
    Cross‑border orders may incur customs duties, value‑added tax (VAT), or other import taxes. These charges are determined by the destination country/region’s customs authorities and are your responsibility.

  2. Customs Clearance Assistance:
    We will provide the required customs documentation (e.g., commercial invoice, product compliance certificates) to facilitate clearance. If additional information is required from you (such as recipient tax ID or identification), the logistics provider will contact you directly. Failure to provide requested information in a timely manner may result in shipment delays, returns, or additional charges, which will be your responsibility.

  3. Accurate Declaration:
    To ensure smooth customs clearance, we declare shipments using accurate product information. The declared item name may be listed as “Vision correction lenses,” with declared value based on the actual sale price. Please do not request undervaluation or misrepresentation, as this may result in customs fines, confiscation, or penalties for which you will be responsible.

4. Tracking and Receiving Shipments

  1. Shipment Tracking:
    Once your order is shipped, we will send the tracking number and tracking link to your registered email. You may track your shipment via platforms like 17TRACK, AfterShip, or the logistics provider’s official website.

  2. Receiving and Inspection:
    When you receive your package, please inspect the outer packaging. If you notice damaged packaging, missing items, or visible product defects, please take photos (including the shipping label and damaged areas) and contact us via our support email within 24 hours. We will assist in pursuing a claim with the logistics provider.

  3. Unclaimed Deliveries:
    If a package cannot be delivered due to no one being available to sign, it may be held at the local logistics hub or returned to the origin. Return freight and customs fees incurred due to unclaimed deliveries are your responsibility. We will notify you once the package is returned so you can decide how to proceed.

5. Exceptional Situations

  1. Lost Packages:
    If the tracking status shows your package as “shipped” but it has not been delivered after 30 days, you may contact us to initiate an inquiry. We will confirm with the logistics provider. If the package is confirmed lost, we will arrange a replacement or refund (excluding shipping fees and duties). The investigation process may take 7–10 business days.

  2. Damaged or Incomplete Shipments:
    For shipments damaged or incomplete due to logistics handling, please provide clear photos of the package, tracking records, and product issue. We will assist you in the claims process and may provide a replacement, refund, or partial credit based on the situation.

  3. Customs Holds or Returns:
    If a shipment is held, returned, or rejected due to customs policy restrictions, incorrect declaration, or your failure to cooperate with clearance, you are responsible for any resulting freight, duties, and penalties. If the returned products are intact and unopened, we may process a refund after deducting the return shipping and related charges.

6. Important Reminders

  1. Product Restrictions:
    We recommend that a single order of contact lenses not exceed 90 pieces to meet “personal use” standards in many destinations and reduce customs risk. Contact lens solution bottles should be ≤100ml per bottle and ≤500ml total. Exceeding these limits may lead to refusal or delays.

  2. Accuracy of Information:
    Please ensure your shipping address and contact phone number are accurate. Once the order is shipped, the address cannot be changed. Any issues caused by incorrect information are your responsibility.

  3. Shipping Inquiries:
    For questions about logistics, please email us at ruidaokeji@outlook.com with your order number and issue details. We will respond within 3–5 business days and assist you.

This Shipping Policy is subject to and governed by the FreshGOshop Terms of Service. We reserve the right to amend this policy based on updates to logistics services and applicable laws and regulations. Updated policies will be posted prominently on our website and become effective once published.