1. Processing Time

Orders are processed within 1–3 business days after payment confirmation (including payments made via Credit Card, Stripe, PayPal, Visa, Mastercard, Google Pay, or Apple Pay). You will receive an email notification once your order has been shipped.

Orders placed on weekends or public holidays will be processed on the next business day. During peak seasons or promotional events, processing may take slightly longer. We will notify you if there are any significant delays.

2. Shipping Destinations & Fulfillment Location

HOPHORIZONSHOP, operated by STARQIDA LIMITED, ships worldwide to most countries and regions. If your location is remote or has special customs restrictions, we will contact you via [email protected] within 2 business days.

Fulfillment Location: All orders are shipped from our fulfillment center in Hong Kong. Shipments may transit through intermediate sorting facilities in other countries depending on the carrier's routing.

3. Shipping Methods & Delivery Time

The following are estimated delivery timeframes in business days, calculated from the date of shipment, not from the order date. These are estimates only and are not guaranteed. Actual delivery may vary due to factors including, but not limited to:

• Remote or rural locations
• Customs clearance and inspection delays
• Public holidays in the destination country or transit regions
• Extreme weather conditions or natural events
• Carrier operational disruptions, such as labor strikes or system outages

If your order has not arrived within the estimated timeframe, please check the tracking information first. If the tracking shows no updates for an extended period, contact us at [email protected] and we will assist in following up with the carrier.

4. Shipping Costs

Shipping costs are calculated at checkout based on your destination, total weight, and selected shipping method. We offer standard international shipping.

Occasionally, we may run free-shipping promotions. Please check our website footer or promotional banners for current offers.

5. Order Tracking

Once your order is shipped, you will receive a confirmation email with:

• A tracking number
• A link to the carrier's tracking portal

Tracking information may take 24–48 hours to update after shipment. If you have not received tracking details within 7 business days after your order has been shipped, or if the tracking information has not updated for 7 business days, please contact us at [email protected] and we will check the status for you.

6. Customs, Duties & Taxes

International orders may be subject to import duties, taxes, or customs clearance fees levied by your destination country. These charges are not included in our product or shipping prices and are the sole responsibility of the buyer.

We recommend contacting your local customs office for an estimate of any additional fees before placing your order. Customs clearance procedures may sometimes cause delivery delays.

7. Lost or Delayed Packages — Investigation & Resolution

If your package is delayed beyond the estimated delivery window or marked as "delivered" but not received:

• Please first check the tracking information and confirm with your local post office, neighbors, or building reception.
• If the issue remains unresolved, contact our support team at [email protected]. We recommend contacting us as soon as you notice the issue, preferably within 14 days of the expected delivery date, so that we can effectively assist you.

Investigation Process:

• We will initiate an inquiry with the shipping carrier on your behalf.
• Evidence: The carrier's tracking status and delivery confirmation, including GPS coordinates or signature records where available, will serve as the primary basis for determining delivery status.
• Carrier investigations typically take 10–30 business days, depending on the carrier and destination country. We will keep you updated throughout this process.

Resolution:

• If the carrier confirms that the package is lost, we will issue a full refund or arrange a replacement shipment at no additional cost to you.
• If the carrier confirms delivery with a valid tracking status or signature, we will consider the order fulfilled and delivered in accordance with the carrier's records.
• If the package is returned to us by the carrier, for example due to address issues or customs refusal, we will contact you to arrange reshipment at your cost or issue a refund excluding the original shipping charges.

8. Incorrect Shipping Address & Address Changes

Please double-check your shipping address before completing your order. For payment security and fraud prevention, we are only able to ship to the address provided at checkout. This address must match the shipping address associated with your payment method.

If you notice an address error after placing your order, please contact us immediately at [email protected]:

• If the order has not been processed or shipped: we may be able to update the shipping address for you, subject to verification.
• If the order has already shipped: we are unable to redirect or change the delivery address. You may need to coordinate with the carrier directly for redirection or local pickup. Additional fees may apply and are your responsibility.
• If the package is returned to us due to an incorrect or incomplete address: we will contact you to arrange reshipment. Reshipping costs will be borne by you unless the error was on our part.

Important for Payment Protection: To maintain compliance with payment processor requirements, including PayPal Seller Protection, we must ship to the exact address provided in the transaction details. Any request to change the shipping address after payment may affect eligibility for certain payment protections, and we reserve the right to verify such requests for security purposes.

Forwarding / Reshipping Arranged by Buyer: If you choose to arrange your own forwarding or reshipping service from the original delivery address to another location, we are not responsible for any loss, damage, or additional costs incurred during that secondary shipment. The carrier's delivery confirmation to the original address provided at checkout will be considered proof of fulfillment.

9. Contact Us

For any shipping-related questions, please contact us using the details below:

• Store Name: HOPHORIZONSHOP
• Operated by: STARQIDA LIMITED
• Business Address: RM 1105-3, 11/F BLK C PHASE 1, KWAI SHING IND BLDG, 36-40 TAI LIN PAI RD, KWAI CHUNG, HONG KONG
• Email: [email protected]
• Tel.: +852 93234978