Shipping policy
Shipping Policy
Thank you for shopping at TelWhale (shop.telwhale.com). Below are the terms and conditions that constitute our Shipping Policy.
Order Processing & Handling Time
- Order Cut-off Time: 5:00 PM (GMT+8), Monday through Friday.
- Handling / Dispatch Time: Orders are verified, packed, and dispatched within 1–2 business days (Monday to Friday, excluding public holidays). Orders placed on weekends or holidays will be processed on the next business day.
Shipping Destinations & Transit Times
We ship worldwide from our primary fulfillment center in Hong Kong. Estimated delivery transit times after dispatch:
| Destination Region | Estimated Transit Time |
|---|---|
| United States | 5–8 business days |
| United Kingdom & European Union | 6–10 business days |
| Canada & Australia | 7–12 business days |
| Rest of World | 7–15 business days |
Shipping Rates & Free Shipping Threshold
- Free Standard Shipping: We offer FREE Standard Shipping on all orders of $99.00 USD and above worldwide.
- Standard Shipping (Orders under $99.00 USD): A flat standard shipping rate of $9.99 USD is applied at checkout.
Order Tracking & Delivery Confirmation
Every parcel is shipped with end-to-end tracking. Once your order has been dispatched, you will receive an automated shipping confirmation email containing your tracking number and carrier tracking link. Please allow up to 24 hours for the tracking status to update on the carrier portal.
Customs, Duties & Taxes
Shipments are delivered Delivered Duty Unpaid (DDU) unless otherwise specified. Any import taxes, customs duties, or customs clearance fees assessed by the destination country's government are the sole responsibility of the customer. Most small parcel consumer electronics enter major markets without additional import charges, but requirements vary by local customs regulations.
Lost, Stolen, or Damaged Packages
If your package arrives physically damaged, or if your tracking shows delivered but you have not received it, please contact our support team immediately at support@telwhale.com within 7 calendar days. Please retain all packaging materials and damaged goods for inspection.
Contact Information
If you have any questions or concerns regarding our shipping policy or the delivery of your order, please reach out to us at support@telwhale.com.