Shipping Policy
Below is a comprehensive shipping policy tailored for Cloveray’s online store. It focuses on America, Europe, Asia, and Oceania, with shipping costs calculated based on the greater actual or dimensional weight.
In summary, Cloveray processes orders within 1–3 business days and ships worldwide via major carriers, offering Standard (7–20 business days) and Express (3–7 business days) services to Customers. Shipping rates are determined by comparing a package’s actual weight to its dimensional (volumetric) weight, calculated as (L × W × H) ÷ DIM factor, and charging on whichever is greater. Customers receive email notifications with tracking numbers and may incur import duties or taxes at the destination, which are the recipient’s responsibility. Cloveray supports claims for lost, delayed, or damaged shipments and provides clear procedures for returns and exchanges.
Order Processing
Cloveray aims to process all orders within 1–3 business days (excluding weekends and Chinese public holidays). Upon order placement, you will receive an Order Confirmation email and a Shipping Confirmation (with tracking details) once your package departs our warehouse.
2. Shipping Destinations & Delivery Estimates
We ship to customers Overseas using reliable couriers:
- Standard International Shipping: Estimated 7–20 business days, via carriers such as DHL eCommerce, FedEx International Economy, and UPS Standard.
- Express International Shipping: It is estimated to take 3–7 business days via DHL Express, FedEx International Priority, and UPS Worldwide Express.
Delivery times are estimates and may vary due to customs clearance and local postal operations.
3. Shipping Rate Calculation
Shipping charges are based on the greater of:
- Actual Weight (the package’s scale weight)
- Dimensional Weight, calculated as:
Metric: (Length × Width × Height in cm) ÷ 5000
Carriers set their DIM divisors (e.g., 5000 cm³/kg); Cloveray’s checkout displays the final shipping cost based on this higher weight value.
4. Customs, Duties & Taxes
International orders may incur import duties, taxes, or brokerage fees levied by the destination country. These charges are not included in Cloveray’s prices or shipping fees and are the recipient’s responsibility. We recommend contacting your local customs office for specific information before placing an order.
5. Order Tracking
After shipment, you will receive an email with a tracking number that allows you to monitor progress on the carrier’s website. If tracking details are not available within 5 business days of your Shipping Confirmation, don't hesitate to get in touch with us at info@cloveray.com.
6. Delivery Issues
- Lost or Severely Delayed Shipments: If your order is marked as delivered but not received, or remains in transit for over 30 days, email info@cloveray.com. We will liaise with the carrier and arrange a replacement or refund as needed.
- Damaged or Defective Items: Report any damage or defects within 7 days of delivery with photos and order details. Upon approval, we will offer a replacement or refund.
7. Returns & Exchanges
Unused dolls in original, unaltered packaging may be returned within 14 days of delivery. Return shipping costs are the customer’s responsibility, except for defective or incorrect items. For complete details, please see our Return & Exchange Policy.
8. Contact Us
For any shipping questions or concerns, reach us at:
Email: info@cloveray.com
Hours: Mon–Sun, 9 AM–6 PM (BJT)
We appreciate your business and strive to ensure every Cloveray doll reaches you safely and efficiently!