Last updated: September 8, 2026
This Shipping Policy explains how LoongMall.shop handles order processing, shipping charges, delivery estimates, customs duties, address changes, delays, lost packages, and damaged products.
1. Shipping Destinations
We offer international shipping to countries and regions that can be reached by our available logistics providers. However, certain destinations may be unavailable because of customs rules, logistics restrictions, local regulations, or other circumstances.
If special arrangements are required, we will contact you separately and provide further information before shipment or payment, where applicable.
We may refuse or cancel an order if shipment to the requested destination is not reasonably available or cannot be completed in compliance with applicable requirements.
2. Order Processing and Dispatch
Orders are generally dispatched within 5 business days after:
- The order has been accepted;
- All required order information has been received; and
- Payment, including the applicable shipping charge, has been completed.
This is an estimated processing time, not a guaranteed deadline. Processing may take longer for handmade, fragile, customized, oversized, or specially prepared products.
If an unusual circumstance affects the expected dispatch date, we will notify you by email. Please allow reasonable additional time for preparation when such notice is provided.
3. Shipping Charges
Available shipping methods depend on the destination, product size and weight, and the logistics provider available for the order. We will confirm the applicable shipping method and shipping charge before payment.
Product prices do not include shipping charges.
Shipping costs vary by destination, package size, weight, shipping method, and logistics provider. The shipping charge may not be calculated until the delivery information and order details have been reviewed.
Before making payment, please contact us by email to confirm the applicable shipping charge for your order. We will add the shipping charge to your unpaid order, and you may complete payment after the total amount has been confirmed.
An order will not be dispatched until the full order amount, including the applicable shipping charge, has been paid and confirmed.
4. Estimated Transit Times
After dispatch, estimated transit times are generally as follows:
- European Union, the United States, Canada, Australia, and Southeast Asia: approximately 15–20 calendar days;
- Other destinations: approximately 40 calendar days, or potentially longer depending on the available logistics route, customs processing, and local delivery conditions.
These are estimates only and are not guaranteed delivery dates. Transit times may be affected by customs inspections, public holidays, weather, transportation disruptions, remote delivery locations, local carrier capacity, incorrect address information, or other events outside our reasonable control.
Dispatch and transit time are separate periods. The estimated transit time begins after the order has been dispatched by the applicable logistics provider.
5. Tracking Information
Where tracking is available, we will provide or make available tracking information after the shipment has been processed by the logistics provider.
You should monitor the tracking updates and remain available to respond to delivery or customs requests. Tracking information may take some time to appear or update after dispatch.
If you notice an unusual tracking status or if the package has not arrived after a reasonable period, please contact us by email and include your order number and tracking information.
6. Customs Duties, Import Taxes, and Other Charges
Product prices and shipping charges do not include customs duties, import taxes, VAT, brokerage fees, clearance fees, storage fees, or other charges imposed by the destination country or local authorities, unless we expressly state otherwise in writing.
All such taxes, duties, fees, and charges are the buyer’s responsibility.
The buyer is also responsible for providing any information or documents required by customs or local authorities and for complying with applicable import laws and regulations. We cannot guarantee that every product can be imported into every destination.
If a shipment is delayed, refused, returned, abandoned, or destroyed because the buyer does not pay applicable charges, provide requested information, or comply with import requirements, the buyer may be responsible for the resulting costs to the extent permitted by applicable law.
7. Delivery Address
You must provide a complete and accurate delivery address, including the recipient’s name, telephone number, postal code, apartment or unit number, and any other information required for delivery.
Please review your address carefully before completing payment.
If you discover that the address is incorrect after placing an order, you should first contact the logistics provider to request an address correction. Any address-change responsibility, fee, re-routing charge, or other cost imposed by the logistics provider will be the buyer’s responsibility, to the extent permitted by applicable law.
If an incorrect or incomplete address causes the package to be delayed, returned, undeliverable, or lost, the buyer may be responsible for the related costs and consequences, to the extent permitted by applicable law.
We will reasonably assist with communication with the logistics provider, but we cannot guarantee that an address change will be accepted after dispatch.
8. Delivery Delays and Packages That Have Not Arrived
If delivery is delayed, please continue to monitor the available tracking updates. Some tracking statuses may remain unchanged while a shipment is undergoing customs processing or being transferred between logistics providers.
If you have not received your order after a reasonable period based on the destination and shipping route, please contact us by email. Include:
- Your order number;
- The recipient’s name;
- The delivery address;
- The tracking number, if available; and
- A description of the problem.
We will review the available tracking information and, where appropriate, contact the logistics provider for further information.
A delivery estimate is not a guarantee. We are not responsible for delays caused by customs, local authorities, carriers, incorrect address information, unpaid import charges, or other circumstances outside our reasonable control, subject to any rights that cannot legally be excluded.
9. Damaged Packages or Products
We take care to inspect and securely package products before dispatch. However, damage may sometimes occur during transportation or handling.
When you receive a package, please inspect the exterior before opening it. We strongly recommend recording a continuous video while opening the package and keeping the outer packaging, internal packaging materials, shipping label, and all damaged items as evidence.
If the package or product appears damaged, please contact us as soon as possible and provide:
- Your order number;
- A description of the damage;
- Clear photographs of the outer packaging and shipping label;
- Clear photographs of the internal packaging; and
- The opening video and any other relevant evidence.
Do not discard the packaging or damaged product unless we instruct you to do so. The logistics provider or an insurer may require the packaging and evidence to investigate a claim.
We will review the information and advise you of the next steps in accordance with our Refund and Returns Policy and applicable law. The availability of a replacement, refund, repair, or other remedy may depend on the nature of the damage, the evidence provided, the logistics provider’s investigation, and applicable consumer rights.
10. Incorrect, Missing, or Incomplete Items
If you receive an incorrect item, a missing item, or an order that appears incomplete, contact us promptly with your order number and photographs of the package, shipping label, and received items.
We will review the issue and provide further instructions in accordance with our Refund and Returns Policy and applicable law.
11. Unclaimed, Refused, or Returned Shipments
If a shipment is refused, unclaimed, returned, or cannot be delivered because of an incorrect address, failure to respond to the carrier, failure to pay required import charges, or failure to provide information requested by customs or the carrier, additional shipping, storage, return, re-delivery, customs, or handling charges may apply.
The buyer may be responsible for such charges to the extent permitted by applicable law. Any refund will be handled in accordance with our Refund and Returns Policy.
12. Order Changes and Cancellation
If you need to change or cancel an order, contact us as soon as possible at cs@loongmall.shop and include your order number.
We will try to accommodate a request made before dispatch, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.
Any cancellation, refund, or deduction of costs will be handled in accordance with our Refund and Returns Policy and applicable law.
13. Contact Us
For shipping questions or delivery problems, contact us at:
Website: LoongMall.shop
Email: cs@loongmall.shop
Please include your order number in the subject line of your email.
14. Relationship with Other Policies
This Shipping Policy should be read together with our:
If a provision of this Shipping Policy conflicts with a mandatory consumer right, the mandatory consumer right will apply.