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. You may clarify with our team to see whether Standard Shipping is available to your country.

Note:

We can only do Standard Shipping for the UK, India and Russia. We can only do Express Shipping to Africa, Argentina, Hawaii, Kuwait, Mauritius, Montenegro and Sri Lanka, to name a few.

How much does shipping cost?

We have two shipping options - Standard Shipping and Express Shipping via DHL Express.

Standard Shipping is free for orders over $130USD, while Express Shipping is 10-50USD depending on your country.

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 will be shipped within 3 working days.

Customized items will take a longer time (do check in with our staff for more information).

On normal non-sale days, once your parcel has been shipped out:

  • For Standard Shipping, it takes about 2-3 weeks for items to be delivered after shipping out. For some countries, it might take up to 2-3 months, depending on your country and its customs. The duration for transit is something beyond our control. Epomaker will not be making 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 shipping out.

Note:

Timings might be affected due to festive seasons or other unforeseen circumstances

What happens if the parcel has been shipped but not delivered?
  1. Kindly contact your local courier using the local tracking number. We will not process a refund or reshipment of the parcel since it has been shipped.
  2. Customers are to bear the consequences and fees incurred, if the parcel was undelivered due to any of the following situation:
    • Wrong address or phone number provided by recipient
    • Recipient was uncontactable when courier company contacted
    • 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 recipie
How do I get help for my order?

For faulty/missing items, please send an email to support@epomaker.com to process 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 has been shipped out, 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 and DHL Express.

Tax and Customs Declaration

Is the VAT or Tax included?

Epomaker doesn’t charge tax when selling products. Due to the different custom policy among different countries, we cannot ensure if there’s a tax for you. You need to kindly check your local customs policy. We can help to declare at a comparatively trustable value for you; however, please kindly understand that this is not a guarantee to avoid the tax duties. Please kindly note that untrustable low value will put you at the risk of being punished by the custom.

In the meantime, some countries and regions normally don’t have any custom fees, like the United States, Singapore, Australia, Hong Kong, Japan. For EU customers, we understand that Tax normally happens so we are currently working on shipping those items to the EU and then it can be delivered to you locally to avoid extra fee. If you have any questions, you can always feel free to email us via support@epomaker.com

Note:

It’s a customer’s responsibility to clear the tax duties. If your product is returned due to the unpaid tax, Epomaker doesn’t bear any responsibility and may not be able to provide a full refund or rearrange the shipment again to you.

Will you declare the lower value for us?

As mentioned above, we will try our best to declare at a comparatively trustable value for you if you need it. Normally we can declare around $20-$50. If you have special requests, please kindly let us know. Please be aware that we may not declare at an untrustable price because this may put you at a risk of being punished by the custom.

Can you declare the parcel as a gift?

No. We are sorry that our shipping carrier doesn’t accept this kind of declaration.