Shipping Policy

At Pemagear, we are committed to ensuring that your order is delivered on time and securely. To facilitate a smooth delivery process, please ensure that you provide an accurate and complete shipping address at checkout.

Pemagear is not responsible for lost, misplaced, or incorrectly delivered shipments due to incorrect or incomplete address details provided by the customer.

If you have any questions regarding shipping before placing your order, feel free to contact us at [email protected], and we will be happy to assist you.

A. Shipping Costs, Transit & Handling Time

United States

  • Order Handling Time: 5 – 7 business days (Monday to Friday)
  • Order Transit Time: 7 – 10 business days (Monday to Friday)
  • Order Cut-off Time: 5:00 PM (GMT-05:00) Eastern Standard Time (New York)
  • Shipping Cost: $7.95

Canada, United Kingdom, Australia

  • Order Handling Time: 5 – 7 business days (Monday to Friday)

  • Order Transit Time: 10 – 15 business days (Monday to Friday)

  • Shipping Cost: $9.95

  • Sales Tax: No

📌 Note: Order handling time (5-7 business days) is separate from transit time (7-10 business days). Your total delivery time is the sum of both handling and transit times.

Once your order is shipped, you will receive an email confirmation with tracking information so you can monitor your package’s journey.

B. Shipping Carriers & Delivery Process

We use YunExpress, Yanwen, and China Post for international logistics.

  • For U.S. orders, packages are transferred to USPS for final delivery.
  • For Canada, UK, and Australia orders, packages may be handed off to local postal services (Canada Post, Royal Mail, Australia Post) for final delivery.

Your tracking number will reflect updates from both the international and local carrier once it enters the destination country.

C. Address Changes & Order Modifications

1. Change of Address

  • If you need to modify your shipping address, please contact us within 24 hours of placing your order at [email protected].
  • Once your package has been shipped, we are unable to change the address.

2. Order Changes & Cancellations

  • Once your order is confirmed, it cannot be changed or canceled.
  • If you no longer want the item after it has been shipped, you may initiate a return process after receiving the item (if applicable).

D. Item Not Received & Tracking Issues

1. What to Do If Your Order Has Not Arrived?

If your order has been shipped but has not arrived within the expected timeframe:

  1. Check the tracking information provided in your confirmation email.
  2. Contact the shipping carrier (USPS, Canada Post, Royal Mail, Australia Post, YunExpress, Yanwen, China Post) for further details on your shipment.
  3. If the issue persists, please contact us at [email protected], and we will assist you in resolving the issue.

2. Tracking Information Delays

  • Tracking information may not always be updated in real-time due to technical delays.
  • If your tracking number has not been updated for more than 5 business days, please reach out to [email protected] for assistance.

E. Possible Shipping Delays

While we strive to meet our estimated shipping times, delays may occur due to:

  • Severe weather conditions
  • High order volumes during peak seasons (e.g., Black Friday, Christmas)
  • Carrier-related delays (customs processing, logistics disruptions, etc.)

If your order is significantly delayed, please contact us at [email protected], and we will assist you.

F. Damaged or Lost Packages

1. Parcels Damaged in Transit

  • If your package arrives damaged, please reject the delivery and inform the courier immediately.
  • If you were not present during the delivery, please contact our customer support at [email protected] within 48 hours of receiving the package for further assistance.
  • To process a claim, we may require photos of the damaged package and contents.

2. Lost or Stolen Packages

  • If your tracking number shows “Delivered” but you have not received your package, please:

    1. Wait 24 hours as carriers sometimes update the status before the actual delivery.
    2. Check with neighbors or household members who may have accepted it.
    3. Contact the carrier (USPS, Canada Post, Royal Mail, Australia Post) for exact delivery details.

  • If you still cannot locate your package, contact us at [email protected], and we will assist you in filing a claim with the carrier.

G. Customs & Import Duties

  • Orders shipped to Canada, the UK, and Australia may be subject to customs duties, taxes, and import fees, which are determined by the destination country.
  • Pemagear is not responsible for these additional charges.
  • Customers are responsible for paying any applicable import fees as required by their local customs authorities.
  • If a customer refuses to pay the customs fees and the package is returned to us, we cannot issue a refund for shipping fees.
  • To avoid unexpected charges, we recommend checking with your local customs office for estimated costs before placing an order.

H. Remote Area Shipping

  • If your shipping address is located in a remote or rural area, delivery times may be longer than the standard estimated time.
  • Please allow an additional 3-5 business days for delivery to remote areas.
  • If you are unsure whether your address is considered remote, please check with your local postal service.

I. Contact Us

If you have any questions about your shipment, please reach out to our customer support team:

  • Email: [email protected]
  • Phone: +1 (818) 639-3668
  • Business Hours: Monday to Friday, 9:00 AM – 5:00 PM PST