Shipping Policy

1. Order Processing Time

• All standard in-stock Guirenniao footwear orders are processed within 1-2 business days (Monday to Friday, excluding national holidays in the shipping destination country/region) after successful payment confirmation.
• During peak periods such as major sales events (e.g., Double 11, Black Friday), promotional campaigns, or holiday seasons, order processing may be extended to 3-5 business days due to high order volume. We will display a notice on our website homepage to inform you of such delays in advance.
• Customized or made-to-order Guirenniao products (e.g., personalized logo shoes, limited-edition customized styles) require additional processing time of 7-14 business days. Specific processing timelines will be clearly indicated on the respective product detail pages.

2. Shipping Destinations

• Mainland China (all provinces, autonomous regions, and municipalities directly under the Central Government)
• Hong Kong Special Administrative Region, Macao Special Administrative Region, and Taiwan Region of China
• Selected Southeast Asian countries (e.g., Singapore, Malaysia, Thailand, Indonesia)
• Selected European countries (e.g., the United Kingdom, Germany, France, Italy, Spain)
• United States, Canada, Australia, and New Zealand

3. Shipping Methods, Delivery Times & Costs

• Delivery times are estimated from the date of shipment (not the order placement date) and do not include weekends, holidays, or customs clearance time (for international orders).
• Remote areas (e.g., rural counties, border regions) may experience an additional 1-2 business days of delivery time.*

4. Order Tracking

• Once your Guirenniao order is shipped, we will send a shipping confirmation email to the address you provided during checkout. This email will include a unique tracking number and a direct link to the carrier’s tracking page (e.g., SF Express, DHL).
• Tracking information may take 24-48 hours to update on the carrier’s website (due to system synchronization delays). If you cannot find tracking details after 48 hours, please check your spam folder first or contact our customer service.
• For international orders, you can track the package’s domestic transit (in the origin country) via the initial carrier, and once it arrives in the destination country, tracking will switch to the local partner carrier (details will be included in the shipping confirmation email).

5. International Shipping & Customs

• Customs Duties & Taxes: For international orders, customers are solely responsible for all import duties, taxes, customs clearance fees, and local handling charges imposed by the destination country/region. These fees are not included in Guirenniao’s product prices or shipping costs. Customs policies vary by country—we recommend checking your local customs authority’s regulations before placing an order.
• Customs Clearance: Guirenniao will provide all necessary documents (e.g., commercial invoice, packing list) for customs clearance. However, delays caused by customs inspections (e.g., additional document requests, random checks) are beyond our control, and we will not be liable for such delays.
• Prohibited Regions: We reserve the right to cancel international orders if the destination country/region has import restrictions on footwear (e.g., due to safety standards, trade policies) or if logistics services are unavailable. We will notify you promptly and issue a full refund in such cases.

6. Address Changes & Corrections

• If you need to modify the shipping address after placing an order, please contact Guirenniao customer service within 24 hours of order placement (and before the order is marked as "shipped"). Once the order is shipped, we cannot alter the delivery address (as carriers do not allow address changes for in-transit packages).
• Guirenniao will not be responsible for lost or misdelivered packages caused by incorrect, incomplete, or outdated shipping information provided by the customer (e.g., missing apartment numbers, wrong postal codes).

7. Lost, Damaged, or Missing Packages

7.1 Domestic Orders (Mainland China)

• Marked as Delivered but Not Received: If the carrier’s tracking status shows "delivered" but you have not received the package, please first check with your family, neighbors, or property management (carriers may leave packages with them). If you still cannot locate the package, contact our customer service within 7 days of the "delivered" date—we will initiate an investigation with the carrier (investigations typically take 3-5 business days).
• Damaged Packages: Inspect the outer packaging and footwear immediately upon receiving the package. If the package is damaged (e.g., torn, wet) or the shoes are scratched, deformed, or broken, refuse to sign for the package and take photos of the damage. Then contact our customer service within 24 hours. If you accidentally signed for a damaged package, take clear photos of the damage (including the outer box, shipping label, and product) and contact us within 48 hours—we will arrange a free return and send a replacement or issue a full refund.

7.2 International Orders

• Lost Packages: If the tracking status shows "in transit" but no updates have been made for over 10 business days (or "delayed" by the carrier), contact our customer service—we will file a claim with the international carrier. Once the carrier confirms the package is lost, we will offer a full refund or send a replacement (at your choice).
• Damaged Packages: Follow the same inspection and reporting process as domestic orders. For international returns of damaged products, Guirenniao will cover the return shipping cost (we will provide a prepaid shipping label) and process a refund or replacement upon receiving the damaged item.

8. Shipping Restrictions

• Product-Specific Restrictions: Certain Guirenniao products (e.g., oversized footwear, shoes with lithium-ion batteries for smart functions) may have shipping limitations due to carrier weight/size restrictions or safety regulations. Such restrictions will be clearly noted on the product detail page.
• Quantity Limits: To prevent reselling, we reserve the right to limit the number of identical Guirenniao styles shipped to a single address (typically a maximum of 3 pairs per style per order).

9. Force Majeure & Unexpected Delays

• Extreme weather (e.g., typhoons, heavy snow, floods)
• Natural disasters (e.g., earthquakes, tsunamis)
• Public health emergencies (e.g., pandemics)
• Carrier strikes, logistics network outages, or government-mandated lockdowns

10. Contact Guirenniao Customer Service

• Email: info@guirenniao.com
• Phone: +86-15711566095
• Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (China Standard Time, CST)
• Online Chat: Available on the Guirenniao website (bottom right corner, "Chat with Us")