Shipping Policy

Shipping Policy | Global Delivery Service Information

Thank you for choosing Boywithgirl handcrafted clay art pieces. Each of our dog vases is carefully sculpted and fired by our artisans, and embarks on a journey from our workshop across oceans to reach your corner of the world. To ensure you have a clear understanding of the entire delivery process, we have established the following global shipping policy. This policy applies to all international orders, and all shipping fees are settled in USD.

Our operations are overseen by HONGKONG KATE LIMITED, and Boywithgirl, as its handcrafted home brand, benefits from the company's full management of global order warehousing, logistics scheduling, and cross-border delivery coordination. Our physical workshop and fulfillment center are located at UNIT E01 10/F WONG KING1 INDUSTRIAL BUILDING NO 2-4 TAI YAU STREET SAN PO KONG KL, and all orders are dispatched from this address.

I. Processing Time

• Regular Orders: As all our products are handmade and not held in mass inventory, each piece requires final inspection, cleaning, and secure packaging before dispatch. Therefore, we commit to completing shipment preparations and handing over to the carrier within 3-5 business days after order confirmation.

• Custom or Special Orders: If you have communicated special size or color customization requirements with us via email (customer@boywithgirl.com), the processing time will be agreed separately based on the complexity of the work, typically 10-20 business days. We will inform you of the exact shipping date via email upon confirming the customization plan.

• Holiday and Peak Seasons: During the year-end holiday season or other peak logistics periods, processing time may extend to 5-7 business days. Should this occur, we will notify you in advance via email announcements.

• Order Confirmation: After your order is successfully placed, you will receive an order confirmation email. Once your order has been shipped, we will send a shipping notification email containing the tracking number and carrier information.

II. Transit Time

Transit time is calculated from the date the package is handed over to the carrier. The exact duration depends on your country/region and the selected shipping method. Below are the average transit time references for major regions:

Note: The above timeframes are average reference values provided by carriers. Actual delivery may be affected by customs clearance, flight adjustments, local postal processing speeds, and force majeure events (such as extreme weather, strikes, etc.). We cannot make absolute guarantees regarding transit times, but we will track your shipment throughout the process and assist you with any logistics issues.

III. Shipping Methods

We partner with multiple internationally renowned logistics carriers and automatically match the optimal shipping route based on the order destination and package weight. All orders are shipped via trackable standard international express services. Specific carriers may include but are not limited to:

• DHL International

• FedEx International Priority

• UPS Worldwide

• International registered parcels via local postal systems (applicable to certain remote regions)

You do not need to select a shipping method at checkout—we uniformly use standard international express services to ensure the safety and traceability of your package. If you have special shipping requirements (such as expedited delivery or a designated carrier), please contact us via email at customer@boywithgirl.com within 24 hours of order confirmation. We will do our best to accommodate your request, but we cannot guarantee that all special requirements can be fulfilled, and additional fees may apply.

IV. Shipping Rates

We offer Free Shipping on all global orders, whether for a single piece or multiple items—no shipping fees whatsoever.

• Shipping Fee: $0.00 USD (zero dollars)

• Pricing Method: Uniform global free shipping with no minimum purchase threshold and no hidden fees.

• Customs Duties and Import Taxes: Please note that the free shipping policy only covers transportation costs. Depending on the customs regulations of your destination country/region, your order may be subject to customs duties, value-added tax (VAT), or other import fees upon entry. These charges are the responsibility of the recipient, and we are unable to estimate or pay them on your behalf. We recommend consulting your local customs office regarding applicable rates before purchasing. If a package is returned or destroyed due to the recipient's refusal to pay customs duties, we will refund the remaining amount after deducting the actual round-trip shipping costs and a 15% restocking fee.

V. Order Tracking

• After your package is dispatched, you will receive a shipping notification email at the address associated with your order, containing a unique tracking link and tracking number.

• You may check the real-time location of your package at any time through the carrier's official website or third-party global logistics tracking platforms.

• If the tracking information has not been updated for more than 5 business days, please contact us via email at customer@boywithgirl.com promptly, and we will proactively communicate with the carrier on your behalf.

VI. Delivery Issues

Should any of the following situations occur during transit, please follow the corresponding instructions:

1. Package not delivered after an extended period
If you have not received your package within 7 business days after the estimated transit time has elapsed, please send an email to customer@boywithgirl.com with your order number. We will initiate a logistics investigation within 2 business days and arrange a reshipment or full refund upon the carrier's confirmation of loss.

2. Package marked as "delivered" but not received
Please first check with your local reception desk, neighbors, or parcel collection points. If you confirm that the package is not there, contact the local carrier branch immediately with your tracking number and inform us via email. We will assist you in filing a formal inquiry, but the final compensation liability will be determined by the carrier in accordance with their terms and conditions.

3. Outer packaging severely damaged
If you receive a package with obvious signs of compression, tearing, or water damage, we recommend inspecting the contents in the presence of the courier and taking photos as evidence. If the internal product is damaged, please refer to the "Functional Damage" section of our Return Policy and submit your application via customer@boywithgirl.com within 48 hours. We will prioritize your case.

VII. Address Accuracy

• Please double-check your shipping address (including recipient name, contact phone number, street address, city, postal code, and country/region) carefully when placing your order. Any losses incurred due to incorrect or incomplete address information—resulting in failed delivery, return, or additional forwarding costs—shall be borne by you.

• If you realize that you have entered an incorrect address, please contact us immediately via email at customer@boywithgirl.com. If the package has not yet been dispatched, we will assist with correction. If it has already been shipped, we cannot guarantee that we can intercept or redirect it, and you shall be responsible for any resulting consequences.

VIII. Repeated Delivery Failures and Returns

If a package is returned to our workshop address due to recipient-related reasons (such as no one available to sign, refusal to accept delivery, failure to pay customs duties, invalid contact information, etc.), we will contact you via email to confirm the next steps:

• Reshipment: You will be responsible for the actual round-trip shipping costs and repackaging fees (billed according to the carrier's actual invoice, approximately 15-30 USD). We will arrange for a second shipment upon receipt of the shipping fees.

• Refund: We will refund the remaining balance after deducting the actual round-trip shipping costs and a 15% restocking fee.

If we do not receive your response or the relevant fees within 30 days after the package is returned, the order will be deemed abandoned. In such cases, we will no longer retain the product and no refund will be issued.

This Shipping Policy is designed to provide you with a clear, transparent, and predictable global delivery experience. We understand that the anticipation of waiting for a handmade piece is itself part of the journey, and we will do our utmost to ensure that every piece arrives safely and on time. Should you have any shipping-related questions, please feel free to contact us via email, and we will respond with care and thoroughness at the earliest opportunity.