Shipping policy

SHIPPING POLICY

Last updated: September 15, 2026

This Shipping Policy explains where RetroClaws ships, how shipping charges are calculated, estimated processing and delivery times, and what to do if a shipment is delayed, lost, damaged, or marked as delivered but cannot be located.

1. SHIPPING DESTINATIONS

RetroClaws currently ships to:

• The United States;

• The United Kingdom, including Northern Ireland;

• Hong Kong; and

• Taiwan.

Available destinations are confirmed at checkout. If your destination cannot be selected at checkout, we are not currently able to accept an order for that location.

We may add, suspend, or remove shipping destinations due to carrier availability, legal requirements, customs restrictions, or other operational reasons.

1. ORDER PROCESSING

Orders are generally processed within 1–2 business days after successful payment and order verification.

Processing includes payment verification, order review, product preparation, quality checks, and packing.

Because many RetroClaws products are produced on demand, production may begin shortly after an order is submitted.

Business days generally mean Monday through Friday, excluding applicable public holidays.

Orders placed on weekends or holidays normally begin processing on the next business day.

If additional information is required to verify an order or shipping address, processing may be paused until we receive the necessary information.

1. ESTIMATED DELIVERY TIME

After processing, estimated delivery is generally 7–20 business days.

The total estimated time from placing an order to delivery is therefore:

• Processing: 1–2 business days; plus

• Delivery: 7–20 business days.

Delivery estimates are not guaranteed delivery dates unless we expressly agree otherwise.

Actual delivery time may vary depending on destination, carrier capacity, customs processing, remote-area service, weather, peak shopping periods, and other circumstances outside our reasonable control.

Any more specific delivery estimate displayed at checkout or in your shipping confirmation should be treated as the current estimate for that order.

1. SHIPPING CHARGES AND FREE SHIPPING

Orders with an eligible merchandise subtotal of $65 USD or more qualify for free standard shipping.

For purposes of the free-shipping threshold, the eligible merchandise subtotal is generally calculated after discounts and excludes taxes, duties, shipping charges, gift-card purchases, and other non-merchandise amounts.

Orders below $65 USD are charged the shipping rate displayed at checkout.

The rate may vary according to destination, package size, product type, and available carrier service.

Free shipping applies to the available standard shipping method.

Expedited, premium, or special delivery services, when offered, may require an additional charge.

1. FULFILLMENT LOCATIONS AND SPLIT SHIPMENTS

Depending on product availability and destination, orders may be produced, prepared, or dispatched from fulfillment facilities in:

• Shenzhen, China;

• Los Angeles, California, United States; or

• Hong Kong.

We select the fulfillment location based on product availability, destination, carrier service, and operational efficiency.

Customers generally cannot select a specific fulfillment location.

Items in the same order may be shipped separately and may arrive on different dates.

If we split an order into multiple packages, you will not be charged additional standard shipping solely because of the split shipment.

1. SHIPPING CONFIRMATION AND TRACKING

When a package is dispatched, we will normally send a shipping confirmation email containing available tracking information.

Tracking may take several business days to display its first carrier scan or movement after the shipping confirmation is sent.

During international transit, tracking may also pause while a package is transferred between carriers or processed by customs.

If your order contains multiple packages, you may receive more than one tracking number.

Please make sure the email address entered at checkout is correct and check your spam or junk folder if you do not receive order updates.

1. ADDRESS CHANGES AND INCORRECT ADDRESSES

Please check your name, street address, apartment or unit number, city, postal code, region, telephone number, and email address before submitting an order.

Address changes can be requested only before production begins.

Email help@retroclaws.com immediately with your order number and the correct information.

We will make reasonable efforts to help, but changes cannot be guaranteed once production or fulfillment has started.

If a package has already been shipped, we might not be able to redirect it.

Customers are responsible for additional costs caused by an incorrect, incomplete, or undeliverable address supplied at checkout, except where the error was caused by RetroClaws.

1. SHIPPING DELAYS

Delays may occur because of customs inspections, carrier congestion, severe weather, public holidays, peak shopping periods, labor disruption, security checks, public emergencies, or other events outside our reasonable control.

If we learn that we cannot dispatch an order within the timeframe stated when you ordered, we will provide an update and, where required by applicable law, give you the choice to accept a revised timeframe or cancel the affected unshipped item for a refund.

If tracking has not updated for 10 business days, or your package has not arrived after the latest estimated delivery date, email help@retroclaws.com with your order number and tracking number so that we can investigate.

A tracking delay does not always mean that a package is lost.

Please allow the carrier investigation to be completed before a replacement or refund is issued, unless applicable law requires an earlier remedy.

1. CUSTOMS, DUTIES, AND TAXES

Applicable taxes, duties, or similar charges may be collected at checkout when required or available.

Most orders are intended to arrive without additional payment being required on delivery.

However, in limited cases, a destination customs authority or local carrier may assess an import tax, duty, brokerage charge, or handling fee that was not collected at checkout.

Unless checkout expressly states that all taxes and duties are included, the recipient is responsible for legally imposed import charges to the extent permitted by applicable law.

Customs clearance procedures are controlled by local authorities and may delay delivery.

RetroClaws cannot guarantee the time required for customs clearance.

If you receive an unexpected payment request, contact help@retroclaws.com before refusing the package so that we can help review the charge and available options.

1. DELIVERY ATTEMPTS, UNCLAIMED PACKAGES, AND REFUSED SHIPMENTS

Depending on the carrier and destination, a signature may be requested or the package may be left in a safe location, parcel locker, reception area, or local collection point.

Customers are responsible for monitoring tracking and collecting a package within the carrier’s collection period.

A package may be returned to us if delivery is repeatedly unsuccessful, the address is incomplete, the package is not collected, or the recipient refuses delivery.

If a package is returned for a reason caused by an incorrect customer-provided address, failure to collect, or refusal unrelated to a verified product or delivery problem, reasonable reshipping or carrier-return costs may apply where permitted by law.

We will contact you after receiving sufficient return information and explain the available reshipment or refund options.

Mandatory consumer rights remain unaffected.

1. PACKAGES MARKED DELIVERED BUT NOT RECEIVED

If tracking shows that your package was delivered but you cannot locate it, please first check:

• The shipping address on your order;

• Household members or coworkers;

• Neighbors;

• Building reception, mailroom, or parcel locker;

• Any safe location around the delivery address; and

• Any delivery photograph or notice provided by the carrier.

If the package still cannot be located, email help@retroclaws.com immediately and include your order number and tracking number.

We aim to respond within 6 hours.

We will assist with a carrier investigation.

If the carrier confirms that the package was lost or misdelivered for reasons not caused by an incorrect or incomplete customer-provided address, we will offer an appropriate free replacement or refund.

1. LOST PACKAGES

If tracking stops updating, the package exceeds the latest estimated delivery date, or the carrier indicates that the package may be lost, contact help@retroclaws.com.

We may ask you to confirm the shipping address and provide other information required by the carrier.

Please cooperate with reasonable carrier investigation requirements.

If the package is confirmed lost for reasons not caused by incorrect customer-provided information or another matter for which the customer is responsible, we will provide an appropriate free replacement or refund.

1. DAMAGED PACKAGES OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If the package or product arrives damaged, defective, misprinted, or incorrect, email help@retroclaws.com as soon as possible.

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs of the product and affected area;

• Photographs of the outer and inner packaging; and

• A photograph of the shipping label.

After review, we will provide an appropriate solution, which may include a free replacement, refund, or another remedy required by applicable law.

Please retain the product and packaging until we confirm whether they are needed for the claim.

1. ORDER CHANGES AND CANCELLATIONS

Orders may be changed or canceled only before production begins.

Because production may begin shortly after purchase, contact help@retroclaws.com immediately if you need assistance.

Once production has started, we cannot guarantee a change or cancellation.

This does not affect eligible return rights after delivery or any mandatory rights provided by applicable law.

1. CONTACT US

For questions about shipping, tracking, delivery, or a missing package, contact:

Email: help@retroclaws.com

Website: RetroClaws.com

Please include your order number and tracking number, when available, so that we can assist you more efficiently.