Shipping & Delivery

Last updated: September 2026

From our store to your everyday space, we want you to know what to expect from delivery. This page explains order processing, available shipping services, delivery estimates, tracking and help with parcels in transit.

For returns, refunds and warranty, please see:

• Refund Policy

• Help Center

Processing Time

Processing begins after payment is confirmed and ends when your parcel is handed to the carrier. Transit time starts after dispatch, so please allow for both stages when planning your order.

• In-stock items: 1–2 business days after payment is confirmed.

• Pre-order items: the estimated dispatch date is shown on the product page. An order that mixes in-stock and pre-order items ships together once everything is available. Email us if you would like the available items sent first; a second shipping charge may apply.

• Business days are Monday to Friday, excluding public holidays in Hong Kong and the United States.

Shipping Services and Destinations

Our standard tracked service is Standard International Registered (4PX). Availability depends on your delivery address, the products in your order and the destination’s weight limits. Enter your full address at checkout to see the services available for your order. Other delivery options may appear where eligible.

Fulfillment arrangements depend on stock availability and your destination. The service selected at checkout applies to your order; this policy does not promise that every item is available from a local warehouse.

4PX Delivery Estimates

The following estimates match our current 4PX destination settings. They count working days after dispatch and do not include order processing. Transit times vary by destination; there is no single worldwide delivery window.

These are estimates, not guaranteed arrival dates. Customs checks, public holidays, weather and peak periods can cause delays. If another service is offered at checkout, refer to its displayed estimate.

SUNYOU and SUNYOU Plus Delivery Estimates

Where SUNYOU or SUNYOU Plus is offered at checkout, the carrier's committed transit time is 13–17 days after dispatch. These are calendar days and do not include order processing. Availability depends on your destination and postal code; checkout shows only the services that can deliver to your address.

Shipping Costs

4PX shipping is calculated from your destination and the shipping weight of your order. Each destination has its own weight bands, with a base charge and additional weight charges rounded up to the next billing increment. The current rate also includes a US$5.50 shipping surcharge, already included in the shipping total shown at checkout.

The service has an overall limit of 30 kg, but individual destinations and weight bands can have lower limits. A shipping option appears only when the order and address qualify. You can review the final shipping total before payment.

Free Shipping

Orders of US$100 or more ship free on eligible shipping methods (DHL excluded). The threshold is based on your product subtotal before discounts, and eligible methods are marked free at checkout. Any other applicable offer or promotion is reflected in your checkout total.

Wholesale accounts: free-shipping offers do not apply to wholesale orders. Shipping is calculated at checkout based on weight and destination.

Tracking Your Order

You will receive a dispatch email with a tracking number as soon as the carrier scans your parcel. You can follow it from:

• the tracking link in your dispatch email;

• your order history in My Account;

• the carrier’s own website.

Tracking can take 1–3 business days to show its first movement after dispatch. If nothing has updated for 7 business days, email us and we will open an inquiry with the carrier.

Customs, Duties and Taxes

International orders may be subject to import duties, VAT or other charges set by the destination country.

• These charges are set by your local customs authority and are not included in our prices or shipping rates.

• The buyer is responsible for any duties, taxes or brokerage fees due on delivery.

• If a parcel is refused or returned because charges were not paid, the original shipping cost and any return fees are deducted from the refund.

Shipping options for essential oils and fragrance oils depend on the product, carrier and destination requirements. Some destinations restrict liquid imports. If an item cannot be shipped to your address, we will contact you before dispatch.

Address Changes and Cancellations

• Before dispatch: email us as soon as possible with your order number. We can update the address or cancel the order at no cost while it is still being processed.

• After dispatch: the address can no longer be changed by us and the order cannot be canceled in transit. Some carriers offer redirection through their own tracking page.

• Please check your street address, postal code and phone number before you pay. We cannot accept responsibility for parcels delayed, returned or lost because the address supplied was incomplete or incorrect.

Lost, Delayed or Damaged Parcels

• Delayed: if your parcel has not arrived within 10 business days of the end of its estimate, email us and we will investigate with the carrier.

• Lost: if the carrier confirms a parcel is lost, we will send a replacement or refund you in full, including shipping.

• Delivered but not received: check with household members, neighbors and your building’s mail room first, then contact us within 7 days of the delivery scan so we can open a claim.

• Damaged on arrival: photograph the outer box and contents before discarding the packaging, and contact us as soon as possible, ideally within 48 hours. The 15-day reporting period for arrival defects in our Refund Policy still applies. We will arrange a replacement or refund under our Refund Policy.

Split Shipments

If your order includes items held in different warehouses, it may arrive in more than one parcel, each with its own tracking number. You are charged shipping once for the whole order.

Need Help?

Questions about shipping, delivery status or your order:

Email: [email protected]

Include your order number and, if available, the tracking number so we can check the shipment promptly.