Thank you for choosing HLURU. We are committed to providing a transparent and worry-free global shopping experience.
1. Delivery Timeline
Total Delivery Time = Processing Time + Shipping Time
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Processing Time:
- Handpans: Due to the intricate tuning and quality inspection process, handpans require 3-7 business days before shipping.
- Standard Products: Most orders are processed within 1-3 business days (includes order verification, quality checks, and packaging).
- Shipping Estimates:
We provide DDP (Delivered Duty Paid) services for most major regions, meaning no hidden fees upon arrival.
| Region | Service Type | Usual Time | Notes |
| USA | Priority Air | 5 - 9 Business Days | Paid upgrade at checkout |
| Standard Air | 10 - 13 Business Days | FREE on orders over $59 | |
| Standard Sea | 20 Business | Bundles Only | |
| European Union | Standard Air | 6 -10 Business Days | FREE on orders over $59 & Special Offer Products |
| Asia | Standard Air | 6 - 10 Business Days | FREE on orders over $59 & Special Offer Products |
| Australia | Priority Air | 3 - 10 Business Days | Paid upgrade at checkout |
| Standard Air | 7 - 15 Business Days | FREE on orders over $59 & Special Offer Products | |
| Canada | Priority Air | 5 - 9 Business Days | Paid upgrade at checkout |
| Standard Air | 10 - 13 Business Days | FREE on orders over $59 & Special Offer Products | |
| U.K. | Priority Air | 6 - 8 Business Days | Paid upgrade at checkout |
| Standard Air | 10 - 12 Business Days | FREE on orders over $59 & Special Offer Products | |
| Other Areas | Standard Air | 10 - 15 Business Days | FREE on orders over $59 & Special Offer Products |
2. Customs, Duties & Taxes (Our Guarantee)
DDP Service (Hassle-Free):
For most shipping destinations, we offer Delivered Duty Paid (DDP) service. This means HLURU handles all customs clearance and prepays all import duties and taxes. The price you see at checkout is the final price you pay—no surprise fees at your door.
Remote Areas & Special Exceptions:
If your delivery address is in a remote region where DDP service is unavailable, standard express shipping (which incurs customs duties) must be used.
- Pre-Shipment Consultation: In these rare cases, we will contact you via email or site message before shipping to explain the situation and potential costs.
- Customer Responsibility: We will only proceed with the shipment after receiving your explicit confirmation. Please note that once you have confirmed and the package is sent, HLURU is not responsible for any refund or loss if the package is returned, detained, or destroyed due to the recipient's inability to handle local customs clearance or refusal to pay duties.
3. Shipping Costs
- FREE SHIPPING on all orders over $59 USD.
- For orders under $59 USD, shipping fees are automatically calculated at checkout based on the weight of your items.
4. Logistics Security & Support
- Order Tracking: Within 48 hours of shipment, you will receive a tracking number via email.
- Address Accuracy: Please ensure your shipping address is complete and correct. HLURU is not responsible for misdelivery due to customer errors. Address changes can only be attempted before processing is complete.
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Lost or Damaged Packages:
- Lost: If tracking stops updating for an extended period, contact us and we will work with the carrier to resolve the claim.
- Damaged: If your package arrives damaged, please take photos of the packaging and product and contact us within 7 days of receipt.
5. Sincere Note on Delays
While we strive for 100% on-time delivery, "Estimated Time" is based on normal conditions. Occasional delays may occur due to:
- Random Customs Inspections (typically adds 2-4 days).
- Peak Seasons (e.g., Black Friday, Christmas).
- Extreme Weather affecting flight schedules.
We promise to monitor your package's journey and keep you informed. For any questions, please contact us at support@hluru.net.