SHIPPING POLICY

Our Shipping Commitment

At DEPATERRASE, dependable delivery is an important part of the customer experience. After your purchase is confirmed, our fulfillment team works to prepare, verify, and release your shipment for delivery as efficiently as possible.

To offer a wider assortment of useful household and everyday products while maintaining competitive pricing, some orders are fulfilled through our international distribution network. This model allows us to serve customers across multiple regions while managing inventory more efficiently.

1. Processing Times and Shipping Fees

Every order goes through a preparation process before being released to the shipping carrier. During this stage, our fulfillment team verifies the items in the order and prepares the parcel for shipment.

Normal order processing time: 1–3 business days.

Shipping Charges

Orders with a subtotal of $59.00 USD or more qualify for free standard shipping.

For orders below $59.00 USD, a $5.99 USD flat-rate shipping charge applies worldwide.

Processing may require additional time during major sales events, seasonal promotions, public holidays, or other periods of exceptionally high demand. Under these circumstances, order preparation may take up to 5 business days.

For purposes of this Policy, business days do not include Saturdays, Sundays, or recognized public holidays.

2. Estimated Shipping Time

DEPATERRASE may fulfill products through different international partner facilities. For this reason, transit times vary depending on the destination, shipping route, and carrier availability.

These estimates apply after processing has been completed and the shipment has been accepted by the carrier.

Delivery estimates are provided for general guidance and are not guaranteed delivery dates.

Actual transit time may be affected by factors outside our reasonable control, including customs processing, severe weather, transportation interruptions, carrier capacity, local delivery conditions, or other unforeseen events.

3. Shipping Confirmation and Order Tracking

After your parcel has been released to the carrier, we will send a shipping confirmation to the email address associated with your order.

Where tracking service is available, your confirmation will contain the applicable tracking number or tracking information.

Please note that tracking activity may not appear immediately after a shipping label is generated. Carriers may require approximately 1–3 business days to scan the parcel and update their tracking systems.

During this period, the tracking page may display little information or appear to show no movement. This can occur while a shipment is being transferred between facilities, processed, or entered into the carrier's network and does not necessarily mean that the parcel has been delayed or lost.

4. Customs, Duties, Taxes, and Import Fees

International shipments are generally dispatched on a Delivered Duty Unpaid (DDU) basis unless another arrangement is expressly stated during checkout.

Under DDU terms, customers are responsible for customs duties, import taxes, brokerage or clearance fees, handling charges, and other governmental or local charges that may be assessed when an order enters the destination country.

Unless specifically stated otherwise at checkout, these charges are not included in the purchase price or shipping fee paid to DEPATERRASE.

DEPATERRASE does not establish these charges and generally cannot determine in advance whether a shipment will incur import fees or how much a local authority may assess.

We are also unable to assume responsibility for delays caused by customs examinations, import procedures, documentation requirements, local restrictions, or clearance processes.

Not every international shipment will necessarily incur additional customs costs. Requirements may vary according to destination, declared or assessed order value, applicable regulations, and product classification.

5. Address Updates, Order Modifications, and Cancellations

Our fulfillment process may begin shortly after an order is submitted.

If you discover an error in your delivery address, would like to change your order, or wish to request cancellation, please contact us within 12 hours of placing the order.

Email: support@depaterrase.com

We will make a reasonable effort to accommodate requests received within this period. However, submitting a request does not guarantee that an order can be modified or cancelled.

Once fulfillment has progressed—for example, when an order has already been processed, packed, or transferred for shipment—we may be unable to change the delivery address, modify the items ordered, or stop the shipment.

Customers should therefore review all order details before completing checkout, including product choices, quantities, email and contact information, and the complete shipping address.

6. Damaged, Missing, or Stolen Packages

DEPATERRASE understands that delivery problems can occur. When an eligible shipping issue is reported, our customer service team will provide reasonable assistance based on the circumstances and available shipment information.

Products Damaged During Shipping

If an item reaches you in a damaged condition, please contact us within 72 hours of delivery.

To allow us to evaluate the situation, please provide clear photographs showing:

• The affected or damaged product
• The outside of the shipping parcel
• The shipping label
• Any damaged packaging materials inside the parcel

We will review the information supplied and determine an appropriate resolution based on the circumstances.

If a damage claim is approved and qualifies for replacement, the eligible replacement will be provided without an additional product or shipping charge.

Claims submitted after the 72-hour reporting period, or without adequate photographic evidence, may be more difficult for us to verify and resolve.

Shipments Marked “Delivered”

Once a shipping carrier records a parcel as successfully “Delivered” to the delivery address entered during checkout, DEPATERRASE cannot assume responsibility for subsequent theft, disappearance, or misplacement of the package.

If tracking shows that your order has been delivered but you cannot find it, we recommend that you:

1. Check with members of your household, neighbors, reception staff, concierge personnel, or building management who may have accepted the shipment.
2. Look around entrances, porches, side doors, garages, mail areas, parcel lockers, and other protected locations where the carrier may have left the package.
3. Contact the shipping carrier and request additional delivery information, proof of delivery, or an investigation into the missing parcel.
4. Review your order confirmation to verify that the delivery address submitted during checkout was accurate and complete.

If needed, DEPATERRASE can provide available tracking information and other reasonable shipment details that may assist you in communicating with the carrier.

However, where carrier records confirm successful delivery to the address supplied with the order, we are unable to issue a complimentary replacement or refund solely because the parcel cannot subsequently be located.

Contact DEPATERRASE About Shipping

For questions regarding processing, tracking information, delivery status, customs matters, damaged shipments, or other shipping-related concerns, please contact our customer support team.

DEPATERRASE
Operated by HONGKONG PROPEROUS LIMITED

Email: support@depaterrase.com
Phone / SMS: (224) 802-3460

Business Address:
ROOM 70, 7/F, WOON LEE COMMERCIAL BUILDING
7-9 AUSTIN AVE
TSIM SHA TSUI, HONG KONG