FAQ

included in the product price and will be calculated during checkout based on your location and selected shipping method.

However, in order to keep our shipping fees fair to all our customers, shipping fees will now be based on your order quantity, shipping destination, and the best shipping option to ensure the arrival of your order by your need-by date.

It is best, therefore, that you contact us for a shipping quote before you place your order.

Standard Shipping:
In most cases, standard shipping is all-inclusive, meaning no additional fees will be charged upon delivery—everything is covered upfront. However, certain items may have exceptions, so please check the product page for specific details.

Express Shipping:
Orders shipped via Express may be subject to customs tariffs or import duties, which could be collected at your local port or upon arrival, depending on your country’s regulations.

If you’re unsure which shipping method is best for you or want to estimate potential fees, feel free to reach out—we’re happy to help!

For standard shipping, fees are often all-inclusive, meaning there is no surprises and no need to pay tariff and government taxes or duties, unless otherwise noted on the product page.

That is why, we highly recommend that you place your order as soon as you can in order to avoid paying for the additional rush production fees, shipping fees, and even damages caused by shipping delays that are out of our control.

Basically, depending upon your shipping destination, here is a breakdown of the additional fees that may be expected when your order is shipped from overseas:

VAT or Local Taxes

If your order amount exceeds the allowable threshold of your shipping destination, yes, your shipment may be subject to Value Added Tax (VAT) or other local taxes, the amount of which we can only determine once we process your order, but is usually a 6% Consumption Tax - based on the order amount for purchases are made by residents of the European Union (EU) or 10% for the Goods and Services Tax (GST) for orders that are shipped to Australia. These taxes will be collected from us by your shipping country and required to be paid by you, so we may have to subsequently add it to the bill of your order.

Customs Tariffs & Import Duties

If your order is shipped via Express, customs tariffs or import duties will most likely be collected upon the customs clearance or the delivery of your package.

These fees vary depending on the declared value, product type, and shipping method.

Please rest assured that for orders that are shipped via Express, we will closely monitor or track the shipment status and location of your package, especially to avoid delaying customs clearance of your package, which will subsequently delay its transit time.

Handling Fees

Couriers like DHL, FedEx, or UPS may charge customs clearance or handling fees in addition to government-imposed duties.

Remote Area Delivery Fee

Some courier services (especially international ones like DHL, FedEx, or UPS) classify certain regions as “remote areas”, which may incur additional delivery fees. These charges are added on top of standard shipping costs and are determined by the courier.

Remote Area Surcharge typically applies when your delivery address falls outside major urban zones or is harder to access. Fees vary by courier, depending on distance and service level.

Remote area fees are more common with Express shipping.

Standard shipping may avoid these surcharges, but delivery times could be longer.

You can ask us in advance to confirm whether your location is considered remote by the courier.

To avoid unexpected costs, especially for your bulk order, it’s a good idea to:

• Place your order early or as soon as you can.
• Message us for a detailed quote including estimated duties.
• Check with your local customs office for current rates.

Yes, delivery to your hotel is often possible - but it’s important to coordinate a few details to ensure smooth arrival:

1. Confirmed hotel address and the latter's delivery guidelines:
Please let us know in advance that your order will be shipped to your hotel, alongside your hotel's name, full address, and check-in/check-out dates. This helps them time the delivery accurately. It will also help if you provide us with their detailed rules and requirements for accepting their guest's package.

2. Notify the Hotel Reception:
Inform the front desk that you’re expecting a package. Some hotels may hold deliveries for guests, while others require prior notice or ID verification.

3. Use Your Full Name on the Booking:
Make sure the name on the shipping label matches the name on your hotel reservation to avoid confusion or rejection of your package. Please note that we will NOT be held liable if your package is refused because your name on the shipping label does not match your registered name in the hotel.

4. Choose the Right Shipping Method:
Express shipping is faster but may arrive before you do. Standard shipping is more flexible but slower. Some hotels may also charge handling fees for packages that are received beyond an allowable timeframe, so please kindly arrange with your hotel of the expected delivery of your package and inform us of the timeframe by which to ensure the delivery of your package.

Unfortunately, we do not offer an option to choose a specific delivery time.

In addition, most international and domestic couriers (like DHL, FedEx, or local services) do not guarantee exact delivery times, especially for standard shipping. Delivery windows are typically based on the courier’s route and schedule.

What You Can Do:

• Request a preferred delivery date (especially helpful for hotel deliveries or event deadlines)
• Add delivery instructions (e.g., “Please deliver between 9 AM–12 PM” or “Leave at reception”)
• Use Express services for more predictable delivery windows—some offer time-definite options like “by 10:30 AM” or “end of day”

Important Note for Remote Areas:
Delivery timing may vary due to limited courier access or routing schedules. Remote area surcharges may also apply.

Yes. Once your order ships, you'll receive:

• ✅ A tracking number to monitor its journey
• 📦 Secure packaging to protect your item during transit
• 🛡️ Reliable courier handling, including customs processing and final delivery coordination

If you're staying at a hotel or in a remote area, we recommend notifying the front desk or local courier to ensure smooth handoff.

We typically work with trusted international and regional couriers, including:

Shipping Method: Common Providers

Express Shipping: UPS, FedEx, DHL

Fast, trackable, may incur customs duties

Standard Shipping: UPS, FedEx, DHL

Remote Area Delivery: UPS, FedEx, DHL, SF Express, EMS, may involve local third-party couriers. Additional fees may apply depending on location.

Yes, you may be able to modify your order’s shipping address—but timing is key. Here’s how it usually works:

✅ Before Shipment:
If your order hasn’t shipped yet, you can typically update the address by contacting the seller directly. Be sure to provide:

• Your original order number
• The new complete shipping address
• Any special delivery instructions (especially for hotels or remote areas)

⚠️ After Shipment:
Once your order is in transit, changing the address becomes more difficult. Some couriers may allow rerouting for a fee, but this depends on:

• The shipping method used (Standard vs. Express)
• The courier’s policies
• Your location
  
  

If your order hasn’t arrived within the estimated delivery time, here’s what you should do to get things moving:

1. Check Your Tracking Info
Look for the shipping confirmation email or message you received. Use the tracking number to see the latest status - sometimes delays are due to customs clearance or courier routing.

2. Contact Us Immediately
Let us know your order is late, so that we can check for an update. Please include in your inquiry:

• Your order number
• The item you ordered
• Your shipping address
• The estimated delivery date

I'm really sorry to hear your order is delayed. But, here are the most common reasons why delays happen:

1. Production Hold-Ups
If your item is custom-made, delays can occur due to:

• Pending design approval
• High order volume
• Material sourcing or quality checks

2. International Shipping Delays
Once your order leaves the production facility, it may be slowed down by:

• The high volume of items that are awaiting customs export checking, such as when there is an upcoming holiday in China, or customs import clearance in your destination country.
• Flight or cargo scheduling issues
• Customs clearance delays
• Courier routing through remote areas

3. Customs & Local Processing
Packages - especially those shipped via Express -can be held at customs for:

• Import duty assessment
• Documentation review
• Remote area delivery coordination (Iligan is sometimes classified as such)

4. Courier-Specific Issues
Couriers like DHL, FedEx, or local partners may experience:

• Weather-related delays
• Staffing shortages
• Routing inefficiencies in remote areas

✅ What You Can Do Now

• Check your tracking number for the latest status
• Contact us to confirm whether the item has shipped and if there’s an update
• Call your local courier or customs office if the item is already in your destination country.

We take great care to ensure timely production and delivery of your order. However, we will not be held liable for damages, refunds, or compensation if the delay is caused by:

• Late submission or confirmation of your artwork or design approval
• Incomplete or incorrect shipping information
• Missed delivery attempts due to unavailability
• Customs clearance delays or refusal to pay import duties
• Any other circumstances outside our control

Please make sure to review your order details carefully and respond promptly to avoid delays.

If your order is confirmed as lost in transit (e.g. tracking shows no movement for weeks or the courier confirms loss), we may offer to remake and resend the replacement of your order. Or, subject to our Rules and Policies for Refunds for Lost Orders, we may provide a full or partial refund.

To be eligible for a full or partial refund, the following rules and policies apply:

1. Confirm the Loss

• Use your tracking number to check the shipment status.
• If the courier confirms the package is lost or undeliverable, immediately request written confirmation or a case number.

2. Contact Us Promptly

Provide your order number and/or tracking number, so we can immediately check the status of your shipment.

3. Time Limits Apply

Refund requests for lost items need to be submitted within a specific timeframe (e.g., 3-5 Days for Express Shipping and within 30 days from expected delivery for Standard Shipping).

1. Check Your Tracking Information
Use the tracking number provided in your shipping confirmation to view the latest status. Delays may be due to customs clearance, courier routing, or remote area delivery coordination.

If your package is held at customs, this is typically outside of our control.

You may need to pay import duties or handling fees to release the item.

Please note that we strive to remain transparent about the import duties and handling fees that may be paid for your package before we proceed the mass production of your order. For this reason, we will NOT be liable to partially or fully refund your order if you refuse to pay the import duties or handling fees for your order.

2. Allow for Extra Time
International shipments may take longer than estimated due to customs processing or limited courier access.

3. Contact the Courier
If your tracking hasn’t updated in several days, please reach out us or to the courier directly. They may require additional information or payment for customs duties.

4. Contact Us
If your order is significantly delayed or tracking shows no movement, please contact us immediately.

While we aim to deliver as widely as possible, there are some areas where delivery may be limited or unavailable due to courier restrictions, customs regulations, or logistical challenges.

1. Restricted Countries or Territories

• Locations under international sanctions or trade restrictions
• Countries with suspended courier services due to conflict or instability

2. Remote or Inaccessible Regions

• Extremely remote islands or mountainous areas
• Locations without reliable courier coverage or infrastructure

3. PO Boxes or Military Bases

• Some couriers do not deliver to PO Boxes or APO/FPO addresses.
• Hotel deliveries may require prior coordination with the front desk

4. Local Courier Limitations

• Certain provincial areas (including parts of Mindanao) may incur remote area surcharges or longer delivery windows
• Delivery may still be possible, but with added fees or limited tracking.

Receiving multiple deliveries for a single order can be confusing, but it’s usually due to one of these reasons:

1. Split Shipment
To avoid delays, to help you save on shipping costs, or to ensure the arrival of some of your order by your needed date, we may recommend splitting the shipment of your large order, such as, to ship the available products first, ship some items in your order by Air or Express and the rest will be shipped by Sea or Ocean Freight, which normally takes a longer transport time. Some items may be ready sooner than others.

2. Multiple Production Batches
For custom items, different parts of your order might be produced separately - especially if you ordered in bulk or requested varied designs.

3. Courier Routing or Packaging Limits
Couriers sometimes split packages based on:

• Weight or size restrictions
• Remote area delivery logistics
• Customs handling procedures

4. Separate Warehouses or Suppliers
If your order includes items from different facilities or partners, each may ship their portion independently.

✅ What You Can Do

• Check your tracking numbers - each shipment should have its own.
• Contact Us to confirm how many packages were sent and whether more are on the way.
• Notify your local courier if you’re expecting additional deliveries - they may be arriving on different days.