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 50 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@aulagear.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.
How long does it take to receive the order after it is placed?
For in-stock products, your order is expected to be shipped within 3 working days. On normal non-sale days, once your parcel is shipped:
- For Standard Shipping, it takes about 2-3 weeks for items to be delivered after it is shipped. For some countries, it might take up to 2-3 months, depending on your country and its custom procedure. The duration for transit is beyond our control. AULA does not arrange refunds for such cases. Please consider an upgrade to DHL Express or keep the waiting time in mind.
- For Express Shipping, it takes about 3-7 days for items to be delivered after it is shipped.
Note: Shipping methods and period might be affected and changed due to festive seasons, pandemic circumstances or other unforeseen circumstances.
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.
What happens if the parcel has been shipped but not delivered?
If you suspect that your package is lost, please contact us at support@aulagear.com and provide your order number. AULA will full refund to you after verifying the loss of the package with the courier company.
If your parcel has shown delivered but you did not see it, it could be:
- Delivered in/beside a mailbox. Please check your mailbox if you have one.
- Received by your family members or your kind neighbors.
- If the logistics order indicates that the goods have been delivered but you have not actually received them (porch theft), please provide any of the following proofs to support@aulagear.com, and we will provide you with corresponding compensation:
- Police certificate
- Relevant on-site video evidence materials
- Loss proof provided by the logistics company
- Written documentation provided by other qualified individuals.
