Important: Please take note that due to the global COVID-19 pandemic, some deliveries may be delayed depending on your location.
After purchase Ear Cleaner, Earokay will process your order within 1-3 business days, after which you can expect to get it within 8-20 business days depending on your location and customs clearance.
USA, UK, and Canada - Please allow up to 10-15 business days for delivery from the date of order processing.
Rest of World - Please allow for up to 8-20 business days for delivery from the date of order processing.
We will ship the product from one of our warehouses in (Hong Kong, China) with our Courier once your product gets through customs it will be transferred to your Local Post for delivery.
Please contact us at firstname.lastname@example.org if your tracking number is not up after 2-3weeks.
We will send an email confirmation with tracking information when your order is ready to be delivered. You can also use your email address at our TRACK ORDER page to track the order virtually
Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-3 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided, however, it is up to the delivery courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know your or someone else will be available to accept the package.
You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. Please allow 1 - 4 days for the tracking information to show. In some rare cases, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
LOGISTIC COMPANY SUPPORT
Customers can choose two shipping methods on the shipping page of purchase：
1. Free & Tracked Shipping (10-15 business days) Free
2. Expedited Tracked Shipping (6-8 business days) +6 months Warranty $6.99 (Note3 Pro 8.99 only)
We will use different logistics and transportation companies to send the goods according to the product type and the receiving address of the user's order.
Logistics companies support 4PX, DHL, UPS, YUNEXPRESS, etc.
INTERNATIONAL TAXES AND DUTIES
International customers (outside of the United States) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Earokay, and thus cannot be refunded.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend contacting your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to change your shipping address, please write to us at (email@example.com) as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
If it's too late for our team to make changes to your order, the only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
By placing an order at Earokay, you are responsible for the cost of return shipping back to Earokay. Please refer to our returns policy for further information on how to return your packages.
All shipping costs are non-refundable. If you receive a refund, the cost of delivery shipping and return shipping will be deducted from your refund.
PACKAGE DELIVERED BUT NOT RECEIVED
We make a great effort in ensuring that your order is prepared and shipped in the best way possible.
Kindly ensure that your address is correct and conditions at your delivery location are ideal for courier drop-off.
Shipped orders are assigned a tracking number that you will receive by email once your package is processed.
In cases where the tracking number indicates delivery of your order but you did not receive it, we kindly ask that you contact your local post office right away to initiate recourse of your package.
Please note that we are not responsible for items not received when the tracking number indicates delivery and we confirm the shipping address to be correct with you.
If you have any questions, feel free to contact us via email at firstname.lastname@example.org