Shipping & Delivery Policy

Orders are processed after payment has been confirmed and the necessary order information has been received. Processing time may vary depending on product availability, order quantity, customization requirements, and other order-specific factors.

For products requiring additional preparation, production, inspection, or customization, the processing time may be longer than that of standard in-stock items. If a material delay is identified, ELECALL will communicate relevant information to the customer where appropriate.

Orders are generally processed on business days. Weekends, public holidays, and other non-business days may affect processing schedules.

ELECALL arranges shipments through UPS or other suitable logistics providers, depending on the destination, package characteristics, service availability, and order requirements.

The shipping method selected for an order may depend on factors such as package weight and dimensions, destination coverage, delivery requirements, and carrier restrictions. The available shipping service will be confirmed during checkout or through order-related communication, as applicable.

Not all shipping methods are available for every destination or product. Certain products may be subject to carrier, transportation, or import restrictions.

Shipping charges depend on the destination, shipment weight and dimensions, selected shipping service, and other applicable logistics costs.

Where shipping charges are calculated or quoted separately, the applicable cost will be communicated to the customer before shipment arrangements are finalized.

Any additional charges arising from customs clearance, import taxes, storage, redelivery, address correction, or other destination-specific requirements may be payable by the customer, where applicable.

The typical estimated delivery time is 7–15 business days after shipment, depending on the destination, selected shipping service, customs procedures, and other shipping conditions.

This timeframe is an estimate, not a guaranteed delivery date. Actual delivery times may vary by country, region, carrier, seasonal demand, and local delivery conditions. Order processing and production time, where applicable, are separate from transit time.

Customized products, special orders, remote destinations, customs inspections, and unexpected transportation disruptions may require additional time. Any specific delivery estimate provided for an individual order should be considered together with this general timeframe.

International shipments may be subject to customs inspection, import duties, taxes, handling fees, and other charges imposed by the destination country or relevant authorities.

Unless otherwise expressly agreed in writing, the customer is responsible for applicable import duties, taxes, customs clearance charges, and other destination-related fees that are not included in the order price or quoted shipping cost.

Customers are responsible for ensuring that the ordered products may be imported into the destination country and for providing any documents or information required from the importer.

Customs processing times are determined by the relevant authorities and cannot be controlled by ELECALL or the shipping carrier. Delays caused by customs inspections, documentation requests, or import procedures may extend the delivery timeframe.

When tracking information is available, ELECALL or the relevant logistics provider will provide the tracking number or shipment tracking details through the applicable order communication channel.

Tracking information may not appear immediately after a shipping label is created. Carrier systems may require additional time to register the first scan or update shipment status.

Customers can use the tracking information provided to check shipment progress through the relevant carrier's tracking service. Tracking updates and delivery records are maintained by the carrier and may be subject to system delays.

Customers should ensure that the shipping address, recipient name, telephone number, postal code, and other delivery information are complete and accurate when placing an order.

If a shipping address needs to be corrected, customers should contact ELECALL as soon as possible. Address changes cannot be guaranteed after an order has been dispatched or handed over to the carrier.

Additional costs or delays resulting from an incorrect, incomplete, or inaccessible address, an unavailable recipient, or a failed delivery attempt may be the customer's responsibility, where applicable.

Customers should monitor delivery notifications and respond promptly to carrier requests for information or delivery arrangements.

If a shipment appears delayed, the tracking information stops updating, or the package is reported as lost, please contact ELECALL with your order number and available tracking details. We will review the information and coordinate with the relevant logistics provider where appropriate.

If a package arrives visibly damaged, customers should, where possible:

• Retain the packaging and shipping materials.
• Take clear photographs of the package, shipping label, and damaged items.
• Report the issue to ELECALL promptly and provide the order number and supporting evidence.

Any claim, investigation, compensation, or replacement arrangement will be assessed based on the circumstances, available evidence, applicable carrier procedures, and relevant order terms.

Delivery delays alone do not automatically establish that a shipment is lost. Carrier investigations and claims may require additional time.

Delivery may be affected by circumstances beyond ELECALL's reasonable control, including severe weather, natural disasters, customs inspections, public holidays, strikes, transportation disruptions, government restrictions, or other unexpected events.

Certain destinations may also be subject to carrier service limitations, import restrictions, or additional documentation requirements.

When an exception affects an order, ELECALL will make reasonable efforts to provide relevant information and assist with available shipping arrangements. Additional delivery time or costs may apply depending on the situation.

For questions about order processing, shipping charges, tracking information, or delivery issues, please contact our team using the information below.

• Email: xuxiaonan@elecall.com
• Phone: +86-189 8978 2810
• Address: ELECALL, Yueqing Economic Development Zone, Wenzhou, Zhejiang, China

To help us assist you efficiently, please include your order number and relevant shipping or tracking information when contacting us about an existing order.