Shipping & Returns
Shipping Policy
Shipping Method
1. What are the available shipping methods?
For all shipping methods, Elegomall only charge shipping fee, the possible tax/duty is not included. Please kindly note that the Tax / Customs fee in destination country are at customer's expense.
*If you have your own shipping method or shipping forwarder in China, please contact us and provide their information, we will ship order to your warehouse or forwarder.
HK DHL:
Handle Time: Ship out from Shenzhen Warehouse in 24 hours in business day.
Delivery Time: 4-6 business days to most countries. When in peak season, there could be a 3-5 days delay.
Tracking number available in: 48 hours in business day.
Attentions:
A. Impossible to ship to PO BOX.
B. Impossible to ship e-liquid & lithium battery cell like 18650.
C. There is 0.5% chance that it will be inspected by China Customs, and the order will be delayed for 4-5 days.
HK UPS (World Express Savor):
Handle Time: Ship out from Shenzhen Warehouse in 24 hours in business day.
Delivery Time: 3-5 business days to most countries. When in peak season, there could be a 3-5 days delay.
Tracking number available in: 48 hours in business day.
Attentions:
A. Impossible to ship to PO BOX.
B. Impossible to ship e-liquid & lithium battery cell like 18650.
C. There is 0.5% chance that it will be inspected by China Customs, and the order will be delayed for 4-5 days.
Russia Express:
Provided by Singapore Company when the order is not over 2kg. Delivery Time: 15-40 business days. Tracking number available in 48 hours in business day. When in peak season, there could be a 3-5 days delay.
Provided by Russia CDEK when the order is over 2kg. Delivery Time: 12-30 business days. Tracking number available in 48 hours in business day. When in peak season, there could be a 3-5 days delay.
*For Russian customers, if you have your own shipping method or shipping forwarder in China, please contact us, we will ship order to your warehouse or forwarder.
There will be more shipping methods, if you have special needs on shipping method, please contact us.
2. How to track my order?
HK DHL:
Delivery Time: 4-6 business days to most countries.
Tracking Site: http://www.dhl.com/en/express/tracking.html?AWB=&brand=DHL
HK UPS:
Delivery Time: 3-5 business days to most countries.
Tracking Site: https://www.ups.com/content/cn/en/index.jsx
Russia CDEK:
Delivery Time: 12-30 business days.
Tracking Site: http://www.edostavka.ru/track.html
3. How are customs and import tax/duty handled?
We encourage you to check the local customs office for potential import taxes, duties, and tariffs, before placing any order. In addition, some products may require special licenses or permits to import.
ElegoMall is not responsible for products rejected, confiscated or destroyed by the customs in your countries. Because we send products from Hong Kong (a free port), there is no sales tax or duties imposed by Hong Kong government.
The Tax / Customs fee in destination country are at customer's expense.
Return & Exchange Policy
Warranty Terms
We is famous for the variety of products and best customer service. We are dedicated to providing you with products of the best quality, but it might not perform as expected by the time delivered or after using for a while. In such cases, please do not hesitate to contact us and we will be responsible for you.
1. What kinds of warranties does Hi420onestop supply?
Each product has its warranty time listed in the user manual, please check the item description carefully. We are offering the longest warranty for all customers as long as to 6 months. In detail, we offer 6-month warranty period for starter kits, box mods and batteries; 3-month warranty period for atomizers (excluding coils). The warranty starts from the day the package signed up. After you received your order, please do check if there is any quality problem.
2. Do I need to send defective products back?
Elegomall is famous for its after-sale service. In order to save your shipping fee, there is no need for you to send these defects back. But the following information needs to be provided when asking for replacements:
1) Defective description:
2) Order number/date:
3) Serial number and warranty code:
4) Product name and quantity:
5) Defective Video or pictures:
Note: Video/video links or pictures must be straight to the point and show the problem clearly.
When defects are found, please inform your sales representative or email us at info@hi420onestop.com as early as possible. We will solve your problem as soon as possible.
3. What do I need to pay attention to when I am using or selling?
1) Keeping records (serial number) of products;
2) If you are selling it, please remind your customers to keep the package of products and give you feedback of broken items as early as possible and asking your customers to provide you the evidence of broken items.
4. How do I handle the dead on arrival or not as ordered?
If the items received are not the one you ordered or not as described, please take a picture or video of the item you received and contact with us. We will get back to you within 24 hours in business days.
5. When will Hi420oneshop send me replacement?
1) Generally, we will ship the replacements along with your new orders after receiving your defective products information and confirming the problems.
2) Sometimes when the replacement is not available, we will ship your order out first in case any shipment delay and send you the replacement along with your next order.
If there are any questions, please chat with us online or email us to info@hi420onestop.com, thank you.