- Order Processing and Shipping
- Which countries can you ship to?
We are able to arrange shipment to worldwide destinations, more than 50 countries all over the world.
We try our best to deliver the shipment to your country as long as the destination country does not restrict the import of your goods and the duties/taxes (if applicable) are accepted by you.
Some countries have additional conditions of quantity, value, product type and other restrictions which could limit the possibility of us to accept your placed order.
Please kindly refer to your country import regulations for more information.
- What are the supported shipping methods?
- Depending on the country, we will assign the most ideal option for that route to ensure that your order gets delivered to you at the earliest time with the most economical price.
We select our shipping partners based on evaluation of speed, rates, reliability, customer service etc. to ensure the best shipping solution possible.
Currently, we work with many established shipping partners such as Fedex, DHL etc.
- How do I know if my order has been confirmed or if it has been delivered?
- When your order is confirmed you will get informed via email about the shipping details i.e. shipping company and the tracking number.
You will be able to track your parcel on the website of the assigned shipping company.
In case you have any difficulty in getting touch with the shipping company, we are always here to assist you.
- Why is Etoren unable to ship my order after my order confirmation?
- Our product offers on our website have been updated to our best knowledge.
Items are available and listed prices are applicable as long as they are featured on our website.
However, in the unfortunate event that the ordered product becomes out of stock at the moment of your order and cannot be shipped out, we will contact you by email and you will have the option to cancel it or switch to an alternative.
Under this circumstance, no penalty fees will be charged for cancelling the order.
- What is the shipping lead time?
- Delivery Lead time is dependent on the shipping company and destination. Usually it takes between 1-8 working days, excluding the number of days needed for custom clearance.
Since every country has their own local custom clearing procedure, it is difficult for us to provide an estimated time needed for custom clearance.
- How can I check what is status of my delivery after paying?
- You may check your order status online with details provided to you on the website of assigned shipping company.
It is updated regularly by the shipping company to show you where your order is at any moment.
- Can I schedule specific delivery time for my order?
- We apologize that we are unable to accommodate specific delivery time requests when you order.
That said, it may be possible to schedule with shipping company as long as they can manage delivery and importation process.
Please contact shipping company after we provide you with tracking number.
- What if I am not at home when the package arrives?
If you are unavailable to receive your package when it arrives, you should get in touch with the shipping company who can then coordinate with you to complete the delivery process successfully.
In case you are really unable to reach the shipping company, you may also contact us and we help to request shipping company to contact you.
- Does Etoren offer any self-pickup options?
- No, Etoren doesn't offer this option for now.
- Do you ship to PO BOX?
- To ensure your orders arrive safely we do not ship to PO Boxes.
Please use a residential or office address to which we can ship your order.
- Why do I get an email notification from Etoren saying my shipping address is incomplete?
- A possibility for this is your provided shipping address may lack information on unit or floor number which does not allow the delivery company to process the delivery request.
A complete and qualified address should contain a street address, unit / floor number and postal code written out in designated format.
This is to help our courier locate your address more accurately and easily.
- Can I change shipping address after order has been confirmed?
- We can try to arrange the change if delivery note has not been issued to shipping company.
However, kindly note that the shipping company may charge for corrections or changes to shipping address after they issued the delivery documents
- What happens if the delivery company is not able to reach me for delivery?
- In case of undelivered products, you can simply contact the local office of the shipping company directly to reschedule another delivery.
Do note that if they are unable to reach/contact you for rescheduling within 7 working days, they will be shipped back to us and we will treat these cases as RETURNS – Change of mind
For the details, please check RETURNS – Change of mind
- Why do I need Shipping Protection?
- Our standard shipping method does not include any shipping insurance. This means that you may not be able to get full compensation from the shipping carrier in the unfortunate event of lost or damaged parcel due to eg, “lost in transit”, “delivery to wrong address or “Item damaged in transit” caused by shipping company.
With optional Etoren shipping protection, we will cover loss parcel or damaged item by re-sending the parcel upon confirmation by shipping company, except under below reasons of failed delivery.
・No valid proof provided by shipping company
・Held by or lost in custom during custom clearance
・Delivery to wrong address due to wrong address provided by customer
・Recipient is un-contactable by shipping company
・Refused Delivery by recipient
・Recipient not available at delivery address
We highly suggest that you add shipping protection to your order for peace of mind, especially for high value item.
To get shipping protection, please select the “Shipping protection” option available at shopping cart page.