SHIPPING POLICY
Confirmed orders are generally shipped out in 2 working days. Products that need to be manufactured can take a bit longer. Most of our orders are shipped out from our HK warehouses via Express/Courier Services.
Normally, Express/courier services take between 3-7 days for delivery, depending on the location. Sometimes, delays could be caused due to local customs clearance, protests, natural calamities, wrong information, consignee address error, wrong postal code, supply chain backlogs etc.
We cannot deliver to Military addresses (APO/FPO), Post Boxes and Parcel lockers.
To track your order, please use our ‘Order tracking’ feature. Insert your ‘Order ID’ (You will have received this on your email after you have confirmed your order) and ‘email ID’ (same email id used during registration/checkout)
DAMAGED OR LOST ITEMS – IN TRANSIT
All items are checked before we dispatch. However, if you receive any item in broken or damaged condition, please take pictures for evidence and share them with us within 2 days of receipt of the package, so that we can take it up with the courier company. Claims made after 2 days of receipt will not be accepted. Investigations with courier companies could take up to 30 days.
If you receive a damaged box, please do make a note on the courier’s way bill and notify us with pictures within 2 working days.
The courier’s ‘Proof of Delivery (POD)’ will be considered as the final evidence that the delivery has been made. Any claim of non-delivery or theft after the delivery has been confirmed by the courier’s POD will not be accepted, therefore, we urge customers to purchase additional shipping insurance for added security for a very small fee. Additionally, the customer maybe required coordinate with local law enforcement authorities and their personal property insurance provider.
TAXES AND DUTIES
Customers/Buyers are responsible for all local charges which include but are not limited to Import Duty, VAT, GST, Purchase Tax, Custom Clearance fees etc. Levy of such charges and taxes can vary between countries. It is also the customer’s obligation to assist in clearance procedures, requests for cancellation for this reason will not be accepted.
TERMS OF ACCEPTANCE
Aucar will not be responsible for uninsured packages. The courier company is responsible for compensating or reimbursing in case of loss or Damaged packages. Compensations paid for such claims depends on the Terms & conditions of the respective courier companies.
Missing package claims made after providing of ‘Proof of Delivery (POD)‘ from the courier company, will first have to be reported to the courier company to complete their internal investigations and then taken up with local law enforcement agencies or personal property/Home insurance. Since the probing of these types of cases are beyond the investigating capacities of Aucar, we would bear no responsibility in such a situation. The customer would have to coordinate with any local offices or agencies, we are happy to support the investigation in all possible ways.
Customer bears responsibility for local customs clearance, taxes, duties etc. If the parcel is returned to us due to refusal by the customer to pay any such charges, it will not be shipped back until the dues are fully paid up along with resend shipping fees. The shipment will be re-processed within 2 working days. Failure to clear all dues within 15 days will result in cancellation of the order and refund of any amount reaming after deducting all expenses incurred by Aucar.
Orders are mostly shipped using top courier companies like FedEx, TNT, DHL, UPS etc.
We reserve the right to cancel the order at any time due to any reason.
