Shipping & Handling
Which countries do you ship to?
We are generally able to ship to most countries via DHL Express, and many countries via Standard Shipping. Shipping methods may alter due to different situations. You may clarify with our team to see whether Standard Shipping is available to your country.
For the country of Russia, we can only do Standard Shipping. For countries and areas of Africa, Alaska, Argentina, Canada, Hawaii, India, Kuwait, Mauritius, Montenegro and Sri Lanka, to name a few, we can only do Express Shipping.
How much does shipping cost?
We have two shipping methods - Standard Shipping and Express Shipping.
Standard Shipping is free for most countries/areas.
Express Shipping via DHL Express is 10-40USD depending on your country. If your order is over 500USD, DHL Express Shipping is free*.
*The NT68 & Epomaker Lite are exceptions for free shipping.
Shipping fees exclude import taxes or processing fees that might be applicable for your country. Epomaker is not responsible for any form of such fees.
How long does it take to receive the order after it is placed?
For in-stock products, your order is expected to be shipped within 3 working days. Customized items takes a longer time (do check in with our staff for more information). On normal non-sale days, once your parcel is shipped:
- For Standard Shipping, it takes about 2-3 weeks for items to be delivered after it is shipped. For some countries, it might take up to 2-3 months, depending on your country and its custom procedure. The duration for transit is beyond our control. Epomaker does not arrange refunds for such cases. Please consider an upgrade to DHL Express or keep the waiting time in mind.
- For Express Shipping, it takes about 3-7 days for items to be delivered after it is shipped.
Shipping methods and period might be affected and changed due to festive seasons, pandemic circumstances or other unforeseen circumstances.
What happens if the parcel has been shipped but not delivered?
First, kindly contact your local courier using the local tracking number.
If your parcel were to be in transit for at least 3 months, it may have been lost in transit.
For orders below 50USD, you may either opt for a one-time reshipment of parcel OR a full refund.
For orders above 50USD, we only process a 50% refund of your order.
Should there be any concern about Standard Shipping, you are encouraged to opt for Express Shipping instead.
Customers are to bear the consequences and fees incurred, if the parcel is undelivered due to any of the following situation:
- Wrong/insufficient address or phone number provided by recipient
- Recipient is unreachable when the courier company tries to contact
- Refusal to sign for the package by recipient
- Lost or damaged parcel because recipient opted for “no-signature delivery”
- Refusal to pay for the local tax/processing fee by recipient
- Refusal to provide supporting documents for custom clearance by recipient
Who does pay for the import tax/custom fees?
Customers have to bear any form of custom/import/processing fees that are applicable for your parcel.
If the custom fees and the delivery of the parcel are rejected by the recipient, the shipping cost still needs to be paid. Epomaker only arranges the refund of the order amount after deducting the shipping cost incurred.
How do I get help for my order?
For faulty/missing items, please send an email to email@example.com to claim warranty. In your email, please choose an appropriate Subject Title, kindly include your Order Number, and state your issue clearly. Please also attach photographs/videos as “proof”, if any. Our team aims to review your email within 3 working days.
For other queries, the fastest way to contact us is via our website or Discord
Do I get tracking details for my order?
After placing an order, you will receive the order confirmation email. After your order is shipped, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.
What shipping companies do you use?
We collaborate with 4PX, UBI, SF Express, Yun Express, BTY and DHL Express.