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Shipping policy

Thank you for visiting and shopping at Ashtray Planet. The following information sets out the terms and conditions that constitute our Shipping Policy.

This Shipping Policy forms part of our Terms and Conditions and applies to all orders placed on our website.

 

    1. Processing your Order

    An email confirmation is sent to your email address after placing your order. Please keep this email as proof of your purchase.


    2. Shipment Processing Time
    Processing time refers to the time it takes for us to prepare your order for shipping. After your payment is authorized and verified, all orders are processed within 1-7 business days. We will contact you if there are any delays. 
    Processing time does not include shipping or transit time.
    *** Processing time would be longer during Lunar/Chinese New Year, as our staff and logistic companies are on holiday. By placing an order during peak periods, customers acknowledge and accept potential processing delays.

     

    3. Shipment Locations
    Ashtray Planet provides FREE standard shipping worldwide. If expedited shipping is required, please contact us for a personalized quote. Orders may be fulfilled from international warehouses depending on product availability. Shipments may originate outside the customer’s country or region.
     
    4. Shipment Rates and Delivery

    We endeavour to get your order to you as soon as possible. Estimated delivery times are displayed on each product page and again at checkout before purchase.

    For Standard Shipping, orders typically arrive within 7–20 business days from the date of shipment (not from the order date). Delivery times are estimates only and are not guaranteed.

    Delays caused by carriers, customs authorities, weather conditions, peak seasons, global logistics disruptions, customs inspections, or other factors beyond our control do not constitute grounds for order cancellation or refund. Unless there are exceptional circumstances, we make every effort to fulfil your order.

    Please note: 

    • Business days are Monday to Friday, excluding holidays. 
    • Delivery times may vary depending on carrier practices, delivery location, shipping method, and the items ordered.
    • Products may be delivered in separate shipments.
    • We are not responsible for delays or delivery issues resulting from incorrect or incomplete shipping addresses, or from mail forwarding instructions between you and the postal service.

     

    5. Tracking Options

    Ashtray Planet aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package. Tracking updates are provided by third-party carriers and may not update in real time.

     

    6. International Customs, Duties and Taxes

    Ashtray Planet ships worldwide from our international warehouses. Please be aware that your order may be subject to import duties, taxes, or customs fees once the shipment reaches your country.

    • Responsibility: These charges are imposed by your local customs authority and are the sole responsibility of the customer. They are not included in our product prices or shipping costs.

    • Compliance: By placing an order, you agree to comply with your country’s import regulations and pay any associated fees.

    • No Refunds for Refusal: We do not offer refunds for orders that are delayed, returned, or destroyed because customs duties were unpaid or delivery was refused.

     

    7. Damages

    If there is any damage on delivery that affects the item, contact us immediately. Any damage must be reported within 3 days of delivery, supported by clear photos of both the item and the original packaging. Claims submitted outside this timeframe may not be accepted.

     

    8. Missing or Lost Packages

      There are several reasons why a package may be delayed, misplaced, or recorded as a delivery exception. Often, packages are left in building mailrooms, reception areas, with neighbors, or in a location deemed safe by the carrier.

      If your tracking information confirms "Delivered" but you cannot locate your package, please follow these steps before contacting us:

      • Verify the location: Check common carrier drop-off points, building management, or with neighbors.

      • Wait 24 hours: In some cases, carriers mark a package as "Delivered" up to one business day before it actually arrives.

      • Contact the carrier: Reach out to your local post office or carrier branch to confirm where the driver left the parcel.

      Please Note: If tracking confirms delivery to the address provided, the order is considered fulfilled. Ashtray Planet is not responsible for packages that are lost, stolen, or misplaced after a confirmed delivery. For information on returns, please refer to our Return & Refund Policy.

       

      9. Questions

      If you have any questions about the delivery and shipment of your order, please see our FAQ page, or contact us.

       

      By placing an order on our website, you acknowledge that you have read and agree to this Shipping Policy.