Shipping policy

Welcome to our store!
We’re delighted to provide safe, reliable, and caring delivery service for every family.
Please read our shipping policy carefully before placing your order — it explains how we process, ship, and track your purchases.

1. Order Processing Time

  • All orders are processed and packed within 1–3 business days (excluding weekends and public holidays).

  • Once your order is shipped, you’ll receive a confirmation email with tracking information.

  • During peak seasons, holidays, or high-volume sales events, processing times may be slightly delayed.
    We’ll always notify you by email if additional time is required.

2. Shipping Time & Costs

Region Shipping Method Estimated Delivery Time Shipping Fee
Mainland China Standard Delivery 3–7 business days Free (orders over ¥299)
Hong Kong / Macao / Taiwan Standard International Shipping 5–10 business days From ¥39
North America / Europe Standard International Shipping 7–15 business days From US$9.90
Other Regions Economy International Shipping 10–20 business days Calculated at checkout

💡 Note: Delivery times may vary depending on local customs clearance and logistics conditions.
Please refer to your tracking link for real-time updates.

3. International Shipping

We ship worldwide and partner with trusted carriers such as DHL, UPS, FedEx, 4PX, and EMS.

  • Shipping times vary based on destination and customs clearance procedures.

  • Please ensure your shipping address and contact details are complete and accurate to avoid delays or returns.

4. Customs Duties & Taxes

  • International orders may be subject to import duties, VAT, or other customs fees charged by your destination country.

  • These fees are the customer’s responsibility and are not included in our product prices or shipping costs.

  • If you refuse to pay customs duties and your package is returned to us, return shipping and handling fees will be deducted from your refund.

🌍 Tip: Please check your local customs policy before ordering to avoid unexpected fees or delays.

5. Lost or Returned Orders

  • If your tracking shows the package as “Delivered” but you have not received it, please contact our customer support within 7 days so we can investigate with the carrier.

  • If your package is returned due to incorrect address, non-delivery, or refusal to accept, we can re-ship it — however, reshipping fees will apply.

  • If your package is confirmed lost during transit, we’ll offer either a replacement or full refund, depending on your preference.

6. Tracking Information

  • Once your order is shipped, you will receive a tracking number via email.
    You can track your package by:

    1. Logging in to your account → “My Orders” → “Track Shipment”

    2. Or clicking the tracking link in your shipping confirmation email.

  • Please note that tracking updates may take 24–48 hours after dispatch to appear in the system.

7. Contact Us

If you have any questions about your order or shipping status, please feel free to reach out to us:

  • 📧 Email: marketing@snowbearbaby.com

  • 📞 Phone: +86 18017442726

  • 🕓 Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Our customer care team will respond within 24 hours and assist you with any concerns.

8. Additional Notes

  • We are not responsible for delays caused by customs clearance, weather, strikes, pandemics, or other force majeure events.

  • Once an order has been shipped, we cannot modify the delivery address or cancel the order.

  • If your package arrives damaged or tampered with, please take photos immediately and contact our support team for assistance.

💖 Our Promise

Every product we deliver carries a piece of care and love for your family.
No matter where you are, we strive to bring comfort and safety to your doorstep — quickly, securely, and with heart.