Buying cross-border?
Let’s be clear first.
Almost every cross-border dispute comes down to the same thing: mismatched expectations. This page lays out timelines, taxes, returns and warranty without hedging.
1. Shipping routes and timelines
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Bonded Warehouse
Arrives in 3–5 days.Stock already sits in a domestic bonded zone and ships from there once you order. You enter the customs identity details once, at checkout.
Best for: small to medium items, urgent needs, no patience for clearance.
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Direct from Overseas
Arrives in 7–15 days, with real-name customs clearance.Shipped straight from the country of origin. Bulky items (drying cabinets, pet doors) only travel this route.
Best for: no rush, or models not stocked in the bonded warehouse.
2. How taxes are calculated
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Prices exclude tax
Prices shown on product pages exclude import taxes and duties. The cross-border e-commerce tax is itemised separately at checkout.
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Estimate ≠ final
The tax at checkout is an estimate, calculated from the declared rate and dutiable value. The final figure is set by Customs — any difference is settled afterwards.
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Why the figures can differ
Customs may assess a dutiable value different from the order total, for example using a category guide price. That is normal, not an arbitrary charge.
3. Returns and exchanges
Cross-border goods also carry the 7-day no-reason return right, but two things differ from domestic shopping. Please read this before buying:
- Return shipping is usually yours to pay.Sending an item back across the border involves export declarations, so shipping costs more than a domestic courier.
- Import tax already paid is generally not refunded.That is a customs rule, not a platform policy. If the return is due to a quality problem, we cover the relevant portion under our sales policy — the checkout terms govern the details.
- Consumables cannot be returned without cause once opened.Filters and replacement pads cannot be resold once unsealed.
- Custom-engraved items cannot be returned without cause.
These are sample terms. Before launch they must be completed and reviewed by a legal professional.
4. Warranty and after-sales
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One year, whole device
One-year warranty on the whole device, serviced at domestic centres. Six months for accessories.
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Repair process
Submit a repair request with your order number and we respond within 48 hours. If it needs factory inspection, we cover one-way shipping.
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What is not covered
Liquid damage, drops, unauthorised disassembly, chewed cables — these count as user damage and can be repaired for a fee.