Shipping policy

1. About This Policy

This Shipping Policy applies to all orders placed through our Shopify store. By placing an order with us, you agree to the terms outlined below. This policy is governed by applicable laws, including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).

2. Company Information

ItemDetailsLegal NameNanjing Jungu Information Technology Co., Ltd.Registered AddressRoom 205-59, 2nd Floor, Building 04, No. 18 Jialingjiang East Street, Jianye District, Nanjing, Jiangsu Province, ChinaContact Phone+86 15850817766Customer Service Email(Please insert your customer service email)Warehouse LocationChina(Please specify city if desired)

3. Order Processing

Processing Time

  • All orders are processed within 1–3 business days (Monday to Friday, excluding Chinese public holidays).
  • Orders placed after 12:00 PM (Beijing Time, UTC+8) on Friday, or on weekends and public holidays, will be processed on the next business day.
  • During peak seasons (e.g., Christmas, Black Friday, Chinese New Year), processing times may extend to 3–5 business days. Any delays will be communicated via email.

Order Confirmation

  • You will receive an order confirmation email immediately after placing your order.
  • A shipping confirmation email with tracking information will be sent once your order has been dispatched.

Order Cancellation

  • You may cancel your order within 2 hours of placement by contacting our customer service team. Once the order has been processed for shipping, cancellation may not be possible.
  • We reserve the right to cancel any order due to stock unavailability, suspected fraud, or errors in pricing or product information. In such cases, a full refund will be issued.

4. Shipping Destinations

We currently ship to:

RegionAvailableAustralia(all states and territories)✅ YesOther international destinations(Please specify if applicable)

We do not ship to PO Boxes, Parcel Lockers, or Australian Defence Force addresses at this time.

5. Shipping Methods & Delivery Timeframes

All orders are shipped from our warehouse in China via international air freight.

Shipping MethodEstimated Delivery Time (to Australia)TrackingStandard International Shipping10–20 business days✅ IncludedExpress International Shipping(if available)5–10 business days✅ Included

Important Notes on Delivery Times

  • Delivery timeframes are estimates only and commence from the date of dispatch, not the date of order.
  • Actual delivery times may vary due to:

    Customs clearance procedures in Australia
    Local carrier delivery schedules in your area
    Public holidays in China, Australia, or transit countries
    Extreme weather events or other force majeure events

  • Delivery to remote and regional areas in Australia may take an additional 3–7 business days.

6. Shipping Costs

Order ValueStandard ShippingExpress ShippingUnder AUD $[XX]AUD $[XX]AUD $[XX]AUD $[XX] and aboveFreeAUD $[XX]

(Please update the above shipping rates with your actual pricing.)

  • Shipping costs are calculated and displayed at checkout before you complete your order.
  • Shipping costs are non-refundable for change-of-mind returns (see our Refund & Returns Policy).

7. Customs, Duties, and Taxes

Goods and Services Tax (GST) — Australia

As a non-resident business selling goods to Australian consumers, the following GST rules apply:

For orders with a customs value of AUD $1,000 or less:

  • Australian GST (10%) is included in the product price displayed at checkout.
  • We collect GST and remit it to the Australian Taxation Office (ATO).
  • No additional GST, customs duties, or clearance fees are charged at the Australian border for these orders.

For orders with a customs value over AUD $1,000:

  • GST and any applicable customs duties will be assessed and collected by the Australian Border Force (ABF) at the time of import.
  • The importer of record (you, the customer) is responsible for paying these charges.
  • These charges are not included in the price paid at checkout and are payable directly to Australian customs authorities.

Customs Value Calculation

The customs value is generally calculated as: Product Price (excluding international freight and insurance from the point of export).

Customs Clearance Delays

  • We are not responsible for delays caused by customs clearance processes.
  • If customs authorities hold or return a shipment, we will work with you to resolve the matter. Any additional fees incurred are your responsibility.

8. Order Tracking

  • All shipments include tracking. Your tracking number will be emailed to you once your order has been dispatched.
  • You can track your order through:

    The tracking link provided in your shipping confirmation email
    Our website's Order Tracking page (if applicable)
    The carrier's official website

  • Tracking information may take 24–48 hours to become active after dispatch.
  • If your tracking shows no movement for more than 7 business days, please contact our customer service team.

9. Lost, Damaged, or Delayed Packages

Lost Packages

  • If your package has not arrived within 30 business days from the dispatch date (for Standard Shipping) or 15 business days (for Express Shipping), please contact us immediately.
  • We will investigate with the carrier. If the package is confirmed lost in transit, we will offer you the choice of:

    A full refund (including shipping costs); or
    A replacement sent at no additional charge.

Damaged Packages

  • If your package arrives visibly damaged, please:

    Do not accept the delivery, or note the damage with the delivery driver.
    Take clear photos of the damaged packaging and products.
    Contact us within 48 hours of delivery.

  • We will arrange a replacement or full refund, including shipping.

Delayed Packages

  • If your order is delayed beyond the estimated delivery timeframe, please contact us.
  • We will investigate with the carrier and keep you informed. If you prefer not to wait, you may request a refund for unshipped orders or a return/refund for delivered orders in accordance with our Refund & Returns Policy.

10. Incorrect Address

  • It is your responsibility to provide a complete and accurate shipping address at checkout.
  • If an order is returned to us due to an incorrect or incomplete address, we will contact you to arrange re-shipment. Additional shipping charges will apply.
  • If we are unable to contact you within 14 days of the return, the order will be cancelled, and a refund will be issued minus the original shipping cost and any return shipping fees incurred.
  • Please double-check your shipping address before completing your order.

11. Multiple Items / Split Shipments

  • If your order contains multiple items, they may be shipped separately depending on stock availability at our warehouse.
  • You will receive a separate shipping confirmation email for each shipment. No additional shipping charges will apply for split shipments.
  • If part of your order is unavailable, we will ship the available items and notify you. You will be refunded for any unavailable items.

12. Contact Us

If you have any questions about this Shipping Policy, please contact us:

MethodDetailsEmail(Please insert your customer service email)Phone+86 15850817766AddressRoom 205-59, 2nd Floor, Building 04, No. 18 Jialingjiang East Street, Jianye District, Nanjing, Jiangsu Province, ChinaBusiness HoursMonday–Friday, 9:00 AM – 6:00 PM (Beijing Time, UTC+8)

13. Policy Updates

We reserve the right to update this Shipping Policy at any time. Changes will take effect immediately upon posting to our website. We encourage you to review this policy periodically. If we make material changes, we will notify you via email or a prominent notice on our website.

Disclaimer: This Shipping Policy is provided for general informational purposes and does not constitute legal advice. For specific legal concerns, please consult a qualified legal professional.

© 2026 Nanjing Jungu Information Technology Co., Ltd. All rights reserved.