Shipping & Handling

Global Shipping

AULA Gear offers worldwide shipping, with options for both Standard and Express Shipping. Availability of shipping methods may vary depending on the current global situation.

 

Standard Shipping:

Generally free for most destinations. Delivery typically takes 2-3 weeks but can extend to 2-3 months for some countries.

Express Shipping:

For certain regions including parts of Africa, Alaska, Argentina, Canada, Hawaii, Kuwait, Mauritius, Montenegro, and Sri Lanka,etc. we offer exclusively Express Shipping. Costs range from 10 to 40 USD (excluding tax) via DHL Express or FedEx, depending on your location. Orders above 500 USD qualify for free Express Shipping, except for specific products; please contact our support team for more detail. Approximately 3-7 days for delivery post-shipment.

Note: This policy is subject to change due to various global events or unforeseen circumstances. Shipping times can vary during festive seasons or other unexpected circumstances.

 

Responsibility for Import Taxes and Custom Fees

Import taxes, processing fees, and other charges specific to your country are NOT covered by AULA Gear. If you decline to pay these fees, shipping costs incurred for the round trip will be deducted from any refunds. Note that undelivered parcels due to refusal of tax payment may not be eligible for refunds.

 

Handling Incorrect or Missing Items

Upon the arrival of your parcel, it is crucial to verify the contents and ensure the package is in good condition before signing for it. We strongly recommend all customers record an unboxing video as this can be crucial evidence in case of disputes. If you find that the product is incorrect or missing, please take the following steps: Email support@AULA Gear.com with a relevant subject title, include your order number, and clearly describe the issue. Attach photos and videos showing the incorrect or missing item, making sure the shipping details on the parcel's packaging are visible. In cases where provided evidence is insufficient, we may require additional information. Once the issue is confirmed, AULA Gear will arrange for a replacement, partial refund, or full refund, as applicable. Note that for incorrect products, AULA Gear reserves the right to decide whether a return of the item is necessary. Please contact us via email before taking any further steps.

 

Responsibility for Undelivered Parcels

Customers must be aware that they bear the consequences and any associated fees if a parcel is undelivered due to reasons within their control. These include providing incorrect or insufficient address or phone number details, being unreachable when the courier company attempts to make contact, refusing to sign for the package, or opting for a "no-signature delivery" that results in a lost or damaged parcel. Additionally, if the recipient refuses to pay the local tax or processing fee, or fails to provide necessary supporting documents for customs clearance, they will be responsible for any resulting issues with the delivery.

FAQ

How long does it take to ship out my order?

In-stock products will be shipped within 3 working days. The restocking time for pre-order products varies. We recommend contacting our support team for specific details regarding each product. Customized items may require additional processing time. For more precise information, please reach out to our support team.

How can I cancel or modify my order?

You can request order cancellations or modifications by emailing support@AULA Gear.com or using our website chat. Please note that such requests are subject to the current status of your order and that our customer support may not be available on non-working days and weekends.

Will I be able to track my order?

Yes, once your order is shipped, you'll receive an email with the tracking information, allowing you to monitor the delivery status.

What should I do when I receive my AULA Gear keyboard?

We advise you to record an unboxing video. This serves as a safeguard and aids in verification during any dispute regarding the order.

Which shipping companies does AULA Gear use?

AULA Gear partners with several shipping companies for global deliveries, including 4PX, UBI, SF Express, Yun Express, BTY, FedEx, and DHL Express.

What if I find my item is faulty or missing upon delivery?

If your item is faulty or missing, please email support@AULA Gear.com. Include your order number, a clear description of the issue, and attach photos or videos for evidence.

What should I do if my parcel is shipped but not delivered?

First, please contact your local courier with the tracking number provided. If the parcel has been in transit for over 3 months, it might be lost. For orders under 50 USD, you can opt for a one-time reshipment or a full refund. For orders over 50 USD, we offer a 50% refund.

What if my parcel shows as delivered, but I haven't received it?

In this case, please check:

  • Your mailbox, as it might have been delivered there.
  • With family members or neighbors who might have received it on your behalf.
  • Consider the possibility of theft, especially if you chose a no-signature delivery option. We recommend using Express Shipping with signature confirmation for added security.

How can I report faulty or missing items?

If your order contains faulty or missing items, please email support@AULA Gear.com with the following details:

  • An email with an appropriate subject title.
  • Your order number and a clear statement of the issue.
  • Attach photos or videos showing the faulty/missing product. Ensure the shipping details on the parcel packaging are visible.

If provided evidence is insufficient, we may request more information. Once the issue is confirmed, we'll arrange a replacement, partial refund, or full refund, as applicable. For incorrect products, contact us via email to determine if a return is necessary. We aim to review your email within 3 working days.