Untracked Shipping: This is the cheapest shipping method. No tracking information, no insurance nor refunds for any lost packages. If mail theft is uncommon in your area, this is the most affordable shipping option.

Registered Air Mail (Partial Tracking): This shipping method only offers limited tracking points. For some countries such as USA and Canada, our partner courier only provide limited tracking information. which means tracking may not update after leaving Hong Kong

International Express (Full Tracking): This shipping method is relatively fast (7-10 business days) and offers point to point tracking points.

Speedpost: This is the fastest shipping method (usually 2-3 working days) with full tracking information

ome country's postal services has no longer offer door-to-door tracking or only provide limited tracking information for Registered Mail (partial tracking) - which means the tracking may not update after leaving Hong Kong. This means the tracking may show "In Transit" even if it's arrived in the destination country. 

Please note that transit times are 6-8 weeks, processing times by both my local post office and your post office may add on a week or two to this time.

Actual delivery time will depend on the shipping method you choose, and all packages are subject to customs delays, as well as your local postal delays which may cause your package to take up to a few months to arrive. 

Please understand that we cannot track your mail if you choose untracked shipping, and lost mail is out of our control for this shipment method. Please select tracked shipping if you want a peace of mind.

Major overseas destinations, including the USA, Canada, the Netherlands, Germany and Australia, have ceased to provide tracking information of registered mail.

Once the shipping shows that it's "in transit", it means its boarded the cargo ship that transports it, please allow it 30-60 working days for it to update, as it is a long journey from Hong Kong to the rest of the world. Please allow up to 12 weeks for your package to arrive. 

Yes - we can only see the same information you can see. Please note that tracking will show this information as long as it is in transit as there are no scans in the middle of transportation. The next scan would be either at your customs or post office when the package arrives & is processed by your local administrative offices.

Some country's postal services has no longer offer door-to-door tracking or only provide limited tracking information for which means the tracking may not update after leaving Hong Kong. This means the tracking may show "In Transit" even if it's arrived in the destination country. 

There are occasions, especially during busy seasons (mainly in the US), where the postal workers neglect to scan in at checkpoints and unfortunately this is out of our control.

For more information please reach out to your post office as they would be the best way to get the most updated information

If an item from your order arrived damaged, or if you received the wrong item, we will be happy to sort it out for you.

Please email or submit in the contact form - your order number, photo of the item & description of the issue.

Please include a checkout note with your previous order number for us to combine your orders, or email us at poroful@gmail.com upon placing your order with both order numbers in order to facilitate speedy processing.

Try to do this ASAP as we will not be able to combine orders after they've been shipped out.

If your cart includes a pre-order item, your other items will be held until pre-order items arrive and will be shipped together. If you would like the other items faster, please purchase them separately. 

An estimated shipping time will be listed in the pre-order product listing, and you may view all other updates here

For returned orders, Customer may choose to have the order reshipped (Customer is responsible for reshipment fees), or may choose to have the order refunded minus original shipping costs & the 10% restocking fee.

If your order qualified for free shipping, the shipping costs will be deducted from your order total before a refund is issued.

[ UNTRACKED SHIPPING] Unfortunately no refunds will be given because of shipping times as per our shop policies, and we also have a clear shop announcement reflecting delayed shipping times from the pandemic, it is the buyer's responsibility to read and understand the circumstances before purchasing. 

[ TRACKED SHIPPING ] If you purchased tracking, please track your package through Hong Kong Post with the tracking number provided. If there are any problems with your tracking, please contact your local post office - unfortunately we are not responsible for packages once they are handed over to the post office, as we have no control over them. 

If you purchased tracking and insurance, we can help you file a claim. You must contact us within 16 weeks from date of shipment with your tracking number in order to facilitate a refund / reshipment. We are unable to facilitate any refunds after this period of time. 

Please wait up till 12 weeks before considering a package as lost.

Please note that once your package has been handed over to the post office, what happens during transit is out of our control

You should always contact your local post office to help you locate your package.

Here are some tips:

1. Sometimes signatures are required for international delivery. But if you're not in, or if you miss the bell/knock, the postal worker may leave a slip for you to reschedule delivery or go to your nearest post office to pick it up. Please note that if you didn't reschedule the delivery nor pick it up within a 2-3 week time frame, it will be marked as unclaimed and returned to us. We will then process it as a returned item.

2. Your local post office may be able to pull up records on where the parcel was placed, who signed for it, and certain couriers are also able to pinpoint a GPS location of delivery.

3. Make sure it wasn't left with your neighbours by accident

4. Please double check with people who live with you to see if they collected it on your behalf

If you're still unable to locate your package, you should file a missing mail search with your post office. If you require any information (such as the shipping location, customs declarations) feel free to contact us using the contact form.

If your order tracking has not If you believe your package has been lost in transit, please contact us through the form below.

This only applies if you selected tracked shipping at checkout (Air Mail Tracked or Express Mail).

We will help you file an investigation with our post office. This process takes between 1-3 weeks. If the investigation results deem the package as lost, we will be able to file an insurance claim for the loss, and then process a full refund for you.

NOTE: All insurance claims may only be filed up to 4 months from the shipping date. Any requests or claims made after this cannot be faciliated.