Shipping & Delivery
1.1 Shipping Fee
Free Shipping on Orders Over $20.
1.2 Shipping Zones
We have warehouses located in US, China. Normally, your order will be directly dispatched from the warehouse near your location. Occasionally, if the warehouse near you runs out of inventory, we will ship your parcel directly from China to fulfill your order.
The delivery time for items is as follows: (only for the items purchased directly on baseus.com.)
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Shipped From
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Processing Time
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Shipping Time
|
|
US
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1-2 Business day
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3-8 Business days
|
|
China
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1-2 Business day
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15-20 Business days
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*Delivery Time= Processing Time + Shipping Time
*For policy reasons, we do not support filling in PO Box/APO/FPO/DPO addresses or military addresses.
During Black Friday, expect extended delivery times due to high demand and increased order volume.
1.3 Delivery Areas
Baseus official website supports delivery to most areas of the United States. We cannot deliver to the following areas:
- Alaska
- American Samoa
- Guam
- Hawaii
- Marshall Islands
- Northern Mariana Islands
- Palau
- Puerto Rico
- Rhode Island
- U.S. Virgin Islands
- Armed Forces Americas
- Armed Forces Europe
- Armed Forces Pacific
Thank you for your understanding.
1.4 Taxes and Duties
The purchase price does NOT include import duties, VAT, and other taxes and fees.
1.5 Frequently Asked Questions
Q: Can I change the shipping address of my order?
A: Orders can be edited or canceled only before the shipment via our customer support team shopify.us@baseus.com.We cannot change the shipment information once the product is en route.
Q: The logistics track has not been updated after shipment. What should I do?
A: If the logistics track has not been updated after 7 days, please contact us. If within 7 days, please wait patiently.
Q: Why did I only receive part of my order?
A: We might have divided your order into several packages. Perhaps those packages are delivered on different time. Please wait 7 days and contact us for logistic tracking.
Q:When logistics information indicates that the package has been delivered, but nothing arrives, what should I do?
A: It is recommended that first you call the local post office to confirm and check the surrounding environment again for parcels. Please contact us, we would love to help you.
Q: What do I need to do when I received a different product instead of what I ordered?
Please contact customer support at shopify.us@baseus.com.
Return & Refunds
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.
2.1 7-Day No Reason Return and 30-Day After-Sales Guarantee
- Within 7 business days of receiving a product if the product has no manufacturing defect and is still in new condition.
- Within 30 business days of receiving a product if the product has a manufacturing defect.
2.2 How to start a return
- Contact the Baseus customer service team by email at shopify.us@baseus.com to obtain a return shipping address with the following information:
Order number
Proof of purchase
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number
- Request for a Return Mailing Label in the email.
- 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.
2.3 Return shipping cost
For non-quality related warranty claims, buyer is responsible for shipping costs. The seller is responsible for shipping costs if he requests a return for product inspection.
Shipping costs should be covered by the buyer in the following situations:
- Customer issues (dislike, unwanted)
- Returning products for any reason other than a proven defect
- Warranty claims on items taken outside the original country of purchase
- Buyer's accidental returns
- Returning incorrect items
- Returning items claimed to have defects but found by Baseus quality control to be in working condition
- Returning defective items in international shipping
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
If the shipping item is over $39, please consider using a shipping service that provides tracking, or purchasing shipping insurance. Otherwise, Baseus cannot guarantee items are successfully returned.
2.4 Refund Policy
All refunds will be processed within 3 business days after the warehouse confirms receipt of the returned items. After we issue the refund, it may take up to 7-15 business days to reflect in your original payment method.
If you haven't received your refund for a long time after we process your refund, please check with the paying bank.
Non-refundable situation
- A package with visible wear or damage
- Lost or stolen products
- Labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc. torn up or altered.
- Free products
- Repairs through 3rd parties
- Purchases from unauthorized resellers
- Items that are not from Baseus
- The product was used or dismantled
United States/English
