Shipping Policy

Softvin is committed to providing reliable and efficient logistics services to our customers worldwide. We understand that receiving your home ornaments promptly and safely is a vital part of a satisfying shopping experience. To this end, we have established a clear and transparent shipping policy covering processing times, transit times, shipping methods, and freight charges, enabling you to make informed decisions when placing your order.

1. Processing Time

We understand your anticipation of order delivery and always prioritize shipping efficiency.

• Order Confirmation: Upon completion of payment, your order enters our processing system. You will receive an order confirmation email from customer@softvin.com. Please keep this email and your order number safe for future reference when tracking your shipment.

• Processing Period: The vast majority of orders are picked, packed, and dispatched within 1–3 business days. Processing time is calculated from the date of successful payment and does not include weekends or public holidays.

• Peak Season Notice: During promotional events or holiday periods with high order volumes, processing time may be extended to up to 5 business days. Should this occur, we will notify you in advance via email, so please watch for communications from our official email address.

• Delay Notification: If unforeseen circumstances, such as stock shortages, prevent us from shipping your order on time, our customer service team will proactively contact you via customer@softvin.com to explain the reason and provide an estimated dispatch date. At that time, you may choose to wait or cancel your order.

2. Shipping Methods and Transit Times

Softvin partners with multiple international carriers to select the most appropriate shipping route based on destination and order specifics. We offer a single, standardized shipping service for all orders, without expedited or express options, ensuring simplicity and fairness in our shipping fee structure.

• Standard Shipping: All orders are shipped via standard international courier or postal parcels. Transit times vary by destination country or region, typically ranging from 7 to 20 business days. Reference estimates are as follows:

  • Nearby regions (e.g., Southeast Asia, major East Asian cities): approximately 7–12 business days

  • Major countries in North America and Europe: approximately 10–18 business days

  • Other regions: approximately 15–20 business days

• Tracking Information: Once your order is dispatched, we will send you a tracking number via email. You can use this number on the carrier's official website to monitor real-time shipping progress. If you do not see any tracking updates within 5 business days of receiving the shipping notification email, please contact us at customer@softvin.com, and we will assist in verifying the status.

• Customs Clearance: During international shipping, customs authorities at the destination may conduct routine inspections. Clearance procedures are beyond our control and may cause additional delays. We kindly ask for your patience and understanding. Should customs require any assistance, we will communicate with you via email.

3. Shipping Rates

To help you clearly understand shipping costs, our fee structure follows a simple two-tier system based on the total product value of your order (excluding any additional fees), with all amounts in US Dollars (USD).

Shipping Fee Notes:

• Shipping fees are calculated per order and do not combine across multiple orders.

• Order value is based on the actual total product price settled at the time of payment, excluding taxes or other additional charges.

• If your order includes pre-order or custom-made items, the shipping fee will be calculated based on the total order amount at checkout, regardless of the dispatch timing of such items.

• In the case of returns, the original shipping fee (if any) is non-refundable. Return shipping costs for change-of-mind returns are to be borne by the customer. Please refer to our Return Policy for further details.

4. Delivery Precautions

To ensure smooth delivery of your package, please take note of the following:

• Address Accuracy: Please carefully verify your shipping address when placing your order, including recipient name, detailed street address, city, postal code, contact phone number, and country/region information. Incorrect or incomplete addresses may result in delivery failures or returns, incurring additional shipping and handling fees that will be borne by the customer. If you need to modify your address, please contact us at customer@softvin.com as early as possible. We will do our best to assist, but we cannot guarantee that changes can be made after order placement.

• Inspection upon Receipt: We recommend that you inspect the outer packaging for any visible damage before signing for your package. If you notice any significant damage, compression, or water stains, please document it by taking photos in the presence of the courier and notify us promptly via email.

• Unsuccessful Delivery: If the package is undeliverable due to the recipient's absence or failure to collect it in time, the carrier will typically hold the package for a certain period at the local post office or depot. Please monitor tracking information and arrange for collection accordingly. If the package is ultimately returned to the sender due to non-claim, any re-shipping costs will be borne by the customer.

• Customs Duties and Taxes: International shipments may be subject to customs duties, value-added taxes, or other import fees imposed by the destination country. Such charges are determined by customs authorities in accordance with local regulations and are not included in shipping fees. These costs are the responsibility of the recipient. Softvin does not collect or prepay such fees. For specific duty rates, please consult your local customs office.

5. Handling Exceptional Situations

While we strive to ensure smooth delivery for every order, unexpected delays or issues may occasionally arise during international shipping. Please contact us via our official email if you encounter any of the following situations:

• No tracking updates for more than 10 business days;

• The package shows as "delivered" but you have not actually received it;

• The package arrives damaged or with missing contents.

Our after-sales team will verify the issue with the carrier upon receiving your email and actively assist you in resolving the problem. Please retain all relevant evidence (e.g., photos of the outer packaging, tracking number, communication records) to help us handle your case more efficiently.

Softvin approaches every order with diligence and responsibility, striving to provide you with a clear, stable, and predictable shipping experience. Should you have any questions, please feel free to reach out to us via email at any time. We will respond as promptly as possible during business hours. Thank you for your trust and support.