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Shipping and Returns
Fulfilling Orders Directly from China
Our normal customer ordering process involves shipping directly from Shenyang in northeast China. When you order, Song Wei might have that particular model already in stock. But most often, he makes it for you when your order comes in. In any case, he then ships it out from Shenyang.
How to Order - the Process
1. Contact us at info@imperialcityocarina.com, indicating...
- ocarina or xun model(s) you're interested in.
- your shipping address country. If in the U.S., please tell us your zip code.
- custom requests, if any.
2. We'll respond with a shipping quote and a quote on any custom requests.
3. You then let us know you're ready to order. Of course, if you have more questions, ask away!
4. We send you a link that takes you to your order page. We accept payments via credit card. Paypal can be used for those requesting it.
5. Once payment has been received, Song Wei is immediately notified and begins making the instrument.
6. The instrument usually takes from 3 to 8 days to make. Most of this is pre-fire drying time.
7. Song Wei ships out the package. Delivery generally takes 11 to 15 days. Faster, more expensive shipping is available upon request.
8. When Song Wei ships, the package goes to our forwarder in south China. This leg takes 2 to 3 days. The forwarder then ships out immediately to the customer address. Once the forwarder has shipped, you'll receive a final invoice email with package tracking information. Using the forwarder reduces shipping costs by 1/2 to 2/3 compared with direct shipping from Shenyang.
ICO Ships Worldwide
ICO typically uses Yun Express, a privately run and reliable delivery service. Tracking is provided for all packages. In locations where Yun Express is unable to deliver or where you need more rapid delivery, we can ship via FedEx.
Your phone number is important! When shipping internationally from China, your phone number can be a critical piece of information ensuring successful delivery. Please supply real and current phone numbers! ICO DOES NOT distribute customer phone numbers to third parties and will not phone you unannounced unless necessary to fulfill your order.
Are there other shipping related costs?
Please be aware that customs duties may sometimes apply when the package enters your country. When we ship using Yun Express, any customs tax levied by that country on small packages will be included in the quote you receive. In other words, you have already paid the customs tax, and therefore you should not be charged additional tax in order to receive the package. For other shipping services we might use, including FedEx and the China Postal system (EMS), customs tax is not prepaid and you could be charged extra before your country's Customs office will turn the package over for final delivery to your door. We sympathize with delays and charges that our customers may face in receiving a package.
Small packages coming into the U.S. are not charged customs tax, as is the case for the U.K., Australia, and a number of other countries. Countries in the European Union, along with many countries in Africa and South America DO charge customs duties. As indicated above, however, if your package is being delivered via Yun Express, customs tax will be included in the quote you receive and in the final price you pay when you order.
When a customer is notified by the Customs Office that customs tax is due but refuses to pay, the package would be returned to Song Wei in China. If Song Wei receives the ocarina back in good shape, ICO will refund to the customer the value of the ocarina. However, the shipping charge that was paid by the customer will not be refunded to ICO by the shipper and therefore cannot be refunded to the customer. This means that the customer should be prepared ahead of time to pay tax that the Customs Office may require.
Returns
In the event of damage during shipping, we ask that the customer notify us immediately (within 24 hours of delivery) by phone or email. We also ask that the damaged condition of the item and its packaging be documented by photographs that clearly identify the item, so as to avoid the necessity for return shipping. Photographs of the outside of the package should not only show damage to the package but also must clearly show labeling needed to identify the package. Email photographs to us as soon as possible. All parts should be retained until the matter is completely settled. Following documented breakage during shipping, unless the customer requests a change or cancellation in the order, a replacement shipment will be sent out promptly. If the customer indicates a desire to cancel the order, a full refund of the purchase price plus original shipping costs will be provided.
Return of an undamaged ocarina will be honored for 30 days after item delivery, provided the customer emails us before returning, explaining the reason. ICO will promptly refund purchase price plus original shipping costs upon receipt of the undamaged item in its original case. The customer shall be responsible to pay 2/3 of the return shipping costs, whether to the U.S. or back to China. Instruments should be returned in their original packaging. The customer is responsible to ensure that returned items are packaged adequately to prevent breakage during return shipping.
Custom orders (ocarinas made to customer specifications outside our normal product line) generally are non-returnable, assuming that ICO has in good faith met the requested specifications.