Shipping Policy
Free Shipping on Orders Over?
$20
How long does delivery take?
3-7 working days.
What countries do you ship to?
US only.
We cannot deliver to the following areas:
1. Alaska
2. American Samoa
3. Guam
4. Hawaii
5. Marshall Islands
6. Northern Mariana Islands
7. Palau
8. Puerto Rico
9. Rhode Island
10. US Virgin Islands
11. Armed Forces Americas
12. Armed Forces Europe
13. Armed Forces Pacific
Thank you for your understanding.
How will my delivery be shipped?
Amazon functions as our logistics partner to ship out Baseus products. They will choose the carrier that they think works best for our customers.
I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.
Please note that if you use the shipping address of the logistic company to deliver parcels to other regions or countries, the extra costs incurred need to be borne by you.
Can I change the delivery address of my package after it has been shipped out?
Unfortunately, we cannot change the shipment once the product is en route.
What do I need to do when I received a different product than what I ordered?
Please contact customer support at shopify.us@baseus.com .
Return Policy
Baseus has implemented an easy and straightforward Return Policy for customers. Within the validity warranty period, customers are entitled to free return, exchange, and repair services in compliance with relevant regulations.
Local offline stores
You can entrust agents to provide replacement services. Alternatively, customers may also seek after-sales services via Baseus' official website.
Online purchased from other channels
Please contact the corresponding platforms or online distributors. If any further questions arise, customers can reach out to Baseus on this page.
Online purchased from Baseus Official Website
You are in the right place! Please follow the provided return procedure instructions and verify their coverage under the warranty period.
Return Validity Period
7 Days Money-Back Policy Baseus guarantees a 7-Day Money-Back policy for no reason (E-commerce channel). If non-quality problems arise, customers shall bear the postage for the return, and the merchant shall bear the postage for re-delivery. Invoices and gifts must be returned together. The 7-day Money-Back product must be guaranteed to be a product that does not affect secondary sales, with only unpacked packaging, and some products that should not be used.
15 Days Free Exchange Policy If the product(s) have performance failures under normal use conditions, after testing and confirmation by our customer support team, a free exchange policy is applicable within the validity exchange period.
Return Procedures
1. Contact our customer support team at shopify.us@baseus.com with the following information:
- Email address used to place the order
- Order number(s)
- Proof of the faulty product, e.g. video or photo proof
- Name of the product(s) you’d like to return
2. Request for a Return Mailing Label in the email.
3. You will receive an email with the Return Mailing table afterward, please fill out the form and ship back the product(s) with it to our fulfillment centers.
The form contains the following two sections:
Return Mailing Label: A label that contains the address of the fulfillment center that will be receiving and processing the return. You need to affix the label on the return package. You may choose your preferred logistics operators.
Note*: Postage is not provided on the return mailing letter.
Return Authorization Slip: A form that contains a barcode and item description for the products being returned. The slip must be included inside the return package alongside the items.
Once our fulfillment centers receive the package, the refund process will begin.
Note*: If the shipping item(s) is over $39, or for speeding up the refund process, consider using a shipping service that provides tracking, or purchasing shipping insurance and send over the tracking number to our customer support team. Otherwise, Baseus cannot guarantee the item(s) could be successfully returned.
Expected Processing Timelines
Here's a breakdown of the different stages and estimated timelines involved:
-
Customer returns products: This step can take up to 5 business days for the customer to initiate the return process.
-
Receive products and process return: Once the products have been received, it can take up to 5 business days to process the return and verify that the items are in good condition for resale.
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Money return process: After the return has been processed, it can take an additional 0-10 business days for the refund to be issued back to the customer's original payment method.
Overall, the entire process can take up to 20 business days, depending on how long it takes for the customer to initiate the return process and for the return to be processed and refunded.
Refund
The refund will be credited back using the same method as when you paid the order. After we receive your returned package(s), we will handle your refund immediately, and the corresponding bank will take over the process of the refund. In most cases, you receives the refund within 10 business days. Processing time can vary between banks.
