Do you ship internationally?
We do ship internationally and offer free international shipping to our HAOLTAO Members! International shipping fees do apply to all non-HAOLTAO Members.
How long is the delivery time for my order?
Shipping to US:
If you choose standard shipping (default), your order will be delivered within 3-9 business days after it leaves our warehouse.
Or you can also choose Priority shipping with an extra fee, your order will be delivered within a week or less after it leaves our warehouse. Priority shipping fee is not refundable.
International Package:
We do not guarantee arrival dates for International packages due to many factors out of our control including but not limited to weather/natural disaster, delays in custom clearance, and/or delays on the courier’s end.
What about Customs, Duties and Taxes?
In addition to the shipping costs, you will be responsible for paying the amount of Customs Duties & Taxes (for customs clearance). We must declare all items at their full price and cannot change this amount to lower custom fees.
Duties and taxes on shipments are legal requirements that must be settled before your shipment can be delivered and are based on both the type and value of the item(s) being shipped. These fees are mandatory government taxes and are not collected by us. Shipping carriers may prepaid Tax and Duties to customs for package clearance and later collect from recipient.
The goods will be imported on behalf of the consignee/buyer. The consignee authorizes us to import the goods on his behalf. Further, the consignee/buyer agrees that MERIRAS shop may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker)
Customers shall be responsible for Duty and Tax. Customers shall be responsible for customs clearance. Customers shall be held responsible for shipment pricing/charges due to shipment abandonment, rejection, undeliverable or return caused by custom’s clearance process.
When will my order ship?
Most in-stock items are shipped within 2-7 business days. We list the processing time in the description part of every product.
Damaged, Defective or Wrong Item
For items that are damaged, defective or wrong item shipped, please send us a photo of the damage within 48 hours of receiving the shipment. If you do not report the damage to us within this 48 hour period, we may not be able to honor your claim. We will provide you with free return or refund. Priority shipping service fee is not refundable.
Having second thoughts? No worries! Returns/Exchange is simple!
Please note, some products may don’t accept return or refund due to the vendor’s own policy. Please read carefully on product page before you made the purchase.
Returns are accepted within 14 calendar days from the delivery date for any reason(unless otherwise noted on the product page). Just email [email protected] with your order details and we’ll send you the return instructions. We also accept exchange within 30 calendar days from the delivery date.
Returned items for exchange or refund should be new and ready for resale. It must be unused and in the original packaging, including tags, booklets, and labels. Items must not be worn, altered or damaged. Returned items not in original condition for reasons that are not our error, are subject to a restocking fee being deducted from your refund. Returned or exchanged items must be received by us within 14 calendar days of return/exchange notice.
Items that are made-to-order or personalized cannot be returned.
Items that are purchased with discount higher than 25% can only be returned for store credit.
Bulk orders (one order of 10 or more same products) are subjected to a restocking fee for return/exchange as 20% of the purchase price.
Who covers the return/exchange shipping cost?
We will provide a prepaid return shipping label in cases where items have arrived damaged, defective or wrong item shipped. For all other cases, return shipping costs are the responsibility of the customer. Under no circumstance does Apollo Box reimburse for return shipping costs incurred by the customer. If you are shipping an item over $50, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Can I cancel an order?
You can cancel an order within 30 minutes of placing the order using the cancellation link in your order confirmation email. If you want to cancel an order after the 30-minute window, you may email us at [email protected] during our operating hours (10am to 5pm PST Monday – Friday). We can only cancel the order if it has not been processed.
Group sale orders cannot be canceled once the sale has ended. Cancellation refund are processed within 10 business days.
What if I entered a wrong shipping address?
Once your order is shipped out, there is nothing much we can do to amend the shipping address. If you have entered an incorrect address, you will need to get in contact with the residence of the address you had originally provided to receive your package. If this address does not exist, insufficient, or undeliverable, it will be hold temporarily by the shipping carrier and eventually discarded if not claimed in time. While the tracking online might say the package returned to sender, it was in most cases being hold at some processing station of the shipping carrier (not in our hands). Those packages will be discarded by the carrier if not claimed in a timely manner.
If you notice an incorrect shipping address, please email [email protected] with your order details immediately. We will do our best to help resolve it with the shipping carrier. There is no guarantee and may occur extra charge for the change of address.
It is the responsibility of the customer to review their shipping address and information for accuracy before completing the purchase. Refunds or exchanges will not be issued on the basis of an incorrect or undeliverable address.
Can I reject the package of an order I don’t want anymore?
If you do not want an item anymore, please contact customer support to return the item for refund. Not all items are eligible for full refund. Rejecting a package does not cancel the order. Rejecting a package may result in loss of the items or unexpected shipping cost. The customer will be responsible for the loss and extra shipping/handling fee if a package is rejected at the customer’s adders without prior approval from HAOLTAO.
I forgot to apply a coupon code to my order
We can still honor the coupon code and issue a store credit for the price difference if the coupon is valid at the time you contact us. Just email us at [email protected]. Please note we cannot provide a direct refund to your original payment account for the coupon value.
Can I use multiple coupons in one order?
Our system will accept one coupon code per order. You will have to make separate purchases to redeem multiple coupons.
Does my purchase carry a warranty?
Most of our products have 6 to 12 months warranty. Warranty details can be found on the product page.
Return & Exchange without a receipt or an order number
If you do not have a valid receipt or order number, we will attempt to verify the purchase using your email or shipping address. If we cannot verify the purchase, a return or an exchange cannot be processed.
If I have any other question, who should I contact?
Feel free to contact us at [email protected].
