Standard Shipping
12-20 business days with flat rate charge of US$9.99. Free standard shipping on orders over US$69.00.
Express Shipping
7-15 business days with flat rate charge of US$14.99.
* For in stock items, please expect additional 1-3 days warehouse processing time for the total delivery estimates.
* For pre-order items, please refer to the estimated date provided on the product’s description page. And it's not recommended to choose express shipping for pre-order.
WHEN WILL MY ORDER BE PROCESSED?
We strive to ensure you receive your items promptly. Please ensure you select the correct model and color when placing your order, as modifications cannot be made once the order is in the system.
Orders will typically be processed within 2-5 business days from the date of order placement and shipped the following day after processing.
All orders are managed and dispatched from our warehouse in China. Please anticipate possible delays during holidays and peak sale periods.
SHIPPING CONFIRMATION
A shipping confirmation will be sent to you via email once your purchase has been dispatched. This email will include tracking details, enabling you to monitor the status of your shipment. Shipping costs are calculated based on package weight and delivery location. Customers are responsible for customs duties and taxes on international orders.
TRACKING
As the recipient, it is your responsibility to track your order and fulfill any necessary requirements requested by customs or the courier. Failure to do so may result in the order being returned or deemed undeliverable. In such cases, refunds or replacements cannot be processed free of charge, and you may need to reorder.
DELIVERY
Your local customs office may require additional documentation and time to clear your package, potentially extending the estimated delivery time.
Your order may be delivered by either the local postal service or a courier. In most areas, deliveries will be made by the local post service alongside regular mail. If you are not available to receive the delivery, the postal service may leave a notification card advising on collection details.
TAXES & DUTIES
Import taxes, duties, and related customs fees may be levied once the parcel reaches its destination country. These charges are determined by the customs office of the respective destination.
The recipient is responsible for covering these charges and taxes, as they are not covered by us at Substantial. For detailed information on charges, please consult your local customs office.
CUSTOMS & REGULATIONS
It is your responsibility to verify local postal regulations regarding restricted items, as we cannot be held liable for items that are not accepted in specific countries.
FOREIGN TRANSACTION FEES
If your credit card account operates in a currency other than US Dollars, you may incur charges at a different exchange rate than displayed on our website. Additionally, you may be subject to foreign currency transaction fees determined by your bank's policies. We do not influence the exchange rate or charges imposed by your bank or credit card company. For more information on foreign transaction fees, please contact your bank.
Our store prices are displayed in your local currency but are processed in USD during checkout. All transactions are conducted in USD through Paypal or Stripe at the checkout page.
CANCELLATION/CHANGES
If you require changes or wish to cancel your order, please contact us immediately. We pride ourselves on prompt processing and shipping. Once your order has been processed by our warehouse, we are unable to accommodate any changes.
Please note that orders that have been packed or dispatched cannot be canceled.
