Shipping & Delivery Policy

​​Shipping at a Glance​

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• Most orders placed Monday through Thursday are shipped within 24 hours.

• Orders placed Friday, Saturday, or Sunday are generally shipped the following Monday.

• If Monday is a carrier or business holiday, the order will generally ship on the next business day.

• Most products qualify for free standard shipping unless otherwise stated on the product page or at checkout.

• Commercial and other specifically marked products may have additional shipping charges.

• Most orders are shipped through UPS or USPS.

• Tracking information is provided after the order has been shipped.

• Carrier transit and delivery times are estimates and are separate from our order-processing time.

• Customers should promptly report damaged, lost, missing, or delivery-related issues to East West USA Store.

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We will work with the applicable carrier and file an eligible shipping claim when necessary.

A refund or replacement for a lost, damaged, or missing shipment may be held while the carrier investigates the claim, subject to applicable law.

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1. Order Processing and Shipping Time

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East West USA Store works to process orders as quickly as possible. Unless otherwise stated on the product page:

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Orders Placed Monday Through Thursday: Most eligible orders placed Monday through Thursday are processed and handed to the shipping carrier within 24 hours after the order has been successfully placed and payment has been authorized.

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Orders Placed Friday, Saturday, or Sunday: Orders placed on Friday, Saturday, or Sunday are generally processed and shipped on the following Monday. If Monday is a business or carrier holiday, orders will generally be processed on the next available business day.

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For example:

• Order placed Monday → generally ships by Tuesday.

• Order placed Wednesday → generally ships by Thursday.

• Order placed Friday → generally ships Monday.

• Order placed Saturday → generally ships Monday.

• Order placed Sunday → generally ships Monday.

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The date an order is shipped means the date the package is physically handed over or tendered to the shipping carrier. It does not mean the date the customer will receive the package. Processing times and carrier transit times are separate.

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Certain orders may require additional processing time because of payment verification, address verification, fraud-prevention review, large order quantities, commercial products, special-order products, temporary inventory discrepancies, carrier limitations, severe weather or emergencies, holidays, and other circumstances reasonably outside our control.

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If we determine that we cannot ship an order within the shipping timeframe promised at the time of purchase, we will provide appropriate notice and, when required, an opportunity to accept the delay or cancel the unshipped order for a refund.

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2. Shipping Carriers

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Most East West USA Store orders are shipped using UPS or the United States Postal Service (USPS).

The carrier used for an order is determined by East West USA Store based on factors such as package size, package weight, shipping destination, product type, carrier service availability, delivery speed, shipping cost, and operational requirements.

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Customers generally cannot require East West USA Store to use a particular carrier unless a specific arrangement has been approved before shipment. East West USA Store may use another shipping carrier or service when appropriate.

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3. Free Shipping

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Most products sold by East West USA Store qualify for free standard shipping. When free shipping applies, the eligible shipping charge will generally be reflected automatically on the product page, shopping cart, or during checkout. Free shipping applies only to the shipping service selected or provided by East West USA Store.

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Requests for expedited shipping, special delivery arrangements, carrier upgrades, special handling, address corrections, or delivery intercepts may result in additional charges.

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Free shipping on the original order does not mean that East West USA Store incurred no shipping cost. For preference-based returns, exchanges, refused deliveries, incorrect customer addresses, or other situations described in our Returns & Refunds Policy, the actual outbound shipping cost incurred by East West USA Store may be deducted from an eligible refund. Please review our Returns & Refunds Policy for complete return-shipping rules.

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4. Commercial Products and Additional Shipping Charges

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Certain commercial, oversized, heavy, special-order, or specifically marked products may not qualify for free shipping. When shipping is not included in the displayed product price, this will be identified on the product page or communicated during the ordering process.

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Depending on the product, the shipping charge may be displayed during checkout, be calculated separately, require a shipping quotation, or be communicated to the customer before the order is shipped.

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Commercial-product shipping charges are separate from the displayed merchandise price unless the product page expressly states otherwise. East West USA Store will not intentionally ship an order requiring a previously undisclosed additional shipping payment without first communicating the applicable charge to the customer. Certain large commercial shipments may require special carrier arrangements or additional delivery coordination.

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5. Estimated Delivery Time

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Shipping time and delivery time are different. Our order-processing timeframe describes when East West USA Store expects to hand the package to the carrier. After the carrier receives the package, delivery time depends on the carrier's transportation network and selected shipping service.

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Estimated delivery dates shown on our website, during checkout, in shipping confirmation emails, or on carrier tracking are estimates unless expressly identified as a guaranteed delivery service. East West USA Store cannot guarantee a carrier's estimated delivery date after the package has been accepted by the carrier.

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Carrier delivery may be affected by weather, natural disasters, transportation disruptions, peak holiday volume, regional emergencies, mechanical problems, carrier staffing, incorrect or incomplete addresses, remote delivery locations, security restrictions, and other carrier-related circumstances. A carrier delay does not necessarily mean that the package is lost.

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6. Tracking Information

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When tracking is available, customers will receive tracking information after the order has been prepared and shipped. Customers may use the tracking number to monitor the shipment directly through the applicable carrier.

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Please note that tracking information may not update immediately after a shipping label is created. A label may be generated before the carrier performs its first physical scan, and carrier tracking systems may require additional time before showing package movement. Customers should allow a reasonable amount of time for the first carrier scan to appear. If tracking has not updated for an unusual period of time, customers may contact East West USA Store for assistance.

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7. Shipping Address Responsibility

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Customers are responsible for entering and reviewing the complete shipping address before submitting an order, including recipient name, street address, apartment/suite/unit number, city, state, ZIP code, and any other delivery information required by the carrier.

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East West USA Store is not responsible for delivery problems resulting from incorrect or incomplete information provided by the customer. Customers who discover an address error should contact us as soon as possible. We will make reasonable efforts to correct an address before shipment, but address changes are not guaranteed after an order has entered processing. Once a package has been shipped, an address change may not be possible. If a carrier allows an address correction, delivery intercept, or rerouting service, additional carrier charges may apply and may be the customer's responsibility when the original address was provided incorrectly.

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8. Undeliverable or Returned-to-Sender Packages

A shipment may be returned to East West USA Store because of an incorrect address, an incomplete address, missing apartment or suite information, an invalid ZIP code, repeated unsuccessful delivery attempts, the recipient being unavailable, the recipient refusing the package, the package not being collected from a carrier location, or other carrier-determined delivery problems.

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When a package is returned because of information or circumstances attributable to the customer, the order may be treated according to the preference-based return provisions of our Returns & Refunds Policy. Applicable deductions may include original outbound shipping costs, return-to-sender shipping costs, address-correction fees, carrier fees, redelivery charges, and other reasonable shipping-related charges. If the customer requests that an undeliverable package be shipped again, additional shipping charges may apply.

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9. Refused Packages

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Customers should not refuse delivery of an undamaged package as a method of returning an order unless instructed to do so by East West USA Store. An unauthorized refused shipment may result in additional carrier charges. When an undamaged package is refused without prior authorization, applicable original outbound shipping costs, return shipping costs, carrier refusal fees, return-to-sender fees, and other reasonable charges may be deducted from the refund.

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If a package arrives with significant visible shipping damage, the customer may refuse delivery when reasonably appropriate and should contact East West USA Store promptly. Whenever possible, photographs of the damaged package should be taken before refusal.

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10. Damaged Packages

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We take care when packing orders, but shipping damage can occasionally occur while a package is in the carrier's possession. If an order arrives damaged, customers should contact East West USA Store promptly through our Support page or by email at contact@eastwestusastore.com.

Please do not discard the damaged product, the original product box, the shipping carton, internal packaging, packing materials, shipping labels, or damaged components. We may require this material as evidence for a carrier claim.

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Customers may be asked to provide the order number, a description of the damage, photographs of the shipping carton, photographs of the shipping label, photographs of internal packaging, photographs or video of the damaged product, and the model or serial number when applicable.

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East West USA Store will review the information and, when appropriate, contact the shipping carrier and file a damage claim. Depending on the circumstances, we may provide replacement parts, a replacement product, repair assistance, store credit, a refund, or another appropriate resolution. Please do not return a damaged shipment without receiving instructions from East West USA Store.

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11. Lost Packages and Shipments With No Tracking Movement

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If tracking indicates that a package has stopped moving or appears to be lost in transit, customers may contact East West USA Store for assistance. We will review the tracking information and may contact UPS, USPS, or the applicable carrier to request additional information. When necessary, East West USA Store may open a carrier investigation or file a lost-package claim.

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Carriers may require a waiting period before a shipment can officially be considered lost. During an active carrier investigation, East West USA Store may wait for additional carrier information or the carrier's claim decision before issuing a refund or replacement, where permitted by applicable law. Opening a carrier claim does not automatically mean that the package has been confirmed lost.

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If the carrier later confirms that the package is lost, East West USA Store will determine the appropriate resolution based on the order, carrier findings, product availability, and applicable law. The resolution may include reshipment, replacement, refund, store credit, or another appropriate resolution.

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12. Package Marked "Delivered" but Not Found

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A carrier tracking status of "Delivered" means the carrier has recorded the shipment as delivered. If tracking shows delivered but the customer cannot locate the package, the customer should first check around all entrances and delivery locations, check the mailbox or parcel locker, ask household members, ask neighbors, check with building management, reception, or a mailroom, review carrier delivery photographs when available, and contact the local carrier office when appropriate.

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Carriers occasionally mark packages as delivered shortly before the package physically appears at the delivery location. Customers may therefore wish to allow a reasonable amount of time before reporting a package as missing.

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If the package still cannot be located, please contact East West USA Store. We may request the order number, confirmation of the delivery address, additional delivery details, confirmation that household members or neighbors were contacted, and other information reasonably necessary to investigate the shipment.

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East West USA Store may then contact the carrier and request information such as delivery scan details, GPS delivery information, delivery photographs, carrier driver information, signature records, and other available delivery evidence. A package marked as delivered is not automatically eligible for an immediate refund or replacement. We may wait for the carrier investigation to be completed before determining the appropriate resolution, subject to applicable law. Depending on the circumstances, customers may also be asked to complete reasonable supporting documentation for a lost or stolen package claim.

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13. Shipping Claims and Carrier Investigations

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For eligible shipping-related issues, East West USA Store will generally communicate with the carrier and file the applicable claim. Customers should contact East West USA Store first rather than independently resolving a claim that involves a shipment purchased through our carrier account, unless instructed otherwise.

Carrier investigations may require time to complete. During an investigation, the carrier may request photographs, packaging, product inspection, recipient confirmation, proof of value, delivery information, signed documentation, and additional evidence. Customers agree to reasonably cooperate with requests necessary to investigate a shipping claim.

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East West USA Store may hold a refund, replacement, or other final resolution while a legitimate carrier investigation is pending or until sufficient information is available to determine the status of the shipment, where permitted by applicable law. Carrier approval or denial is an important factor in our review but does not override any rights or remedies that customers may have under applicable law. Submitting a shipping claim does not guarantee a refund.

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14. Stolen Packages

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Once a carrier confirms delivery to the correct address, a package that disappears after delivery may be considered stolen rather than lost in transit. Customers should promptly report suspected package theft.

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Depending on the value and circumstances of the shipment, East West USA Store or the carrier may request a signed statement, a theft affidavit, a carrier investigation, a police report, or other reasonable supporting documentation. Refunds and replacements for packages confirmed as properly delivered are not automatic and will be reviewed individually based on the available evidence. Customers are encouraged to select a secure delivery location whenever possible.

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15. Signature-Required Deliveries

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East West USA Store may require a signature for certain orders based on order value, product type, shipping destination, fraud-prevention considerations, carrier requirements, and other reasonable circumstances. If a signature is required, the customer is responsible for ensuring that an authorized person is available to receive the shipment. Carrier delivery attempts and holding periods are governed by the applicable carrier. Packages returned because required delivery attempts were unsuccessful may be subject to applicable reshipping or return shipping charges.

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16. Multiple-Item and Split Shipments

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Orders containing multiple products may occasionally be shipped in more than one package. Packages within the same order may have different tracking numbers, be shipped through different carriers, leave our facility at different times, and arrive on different days. Receiving only part of an order does not necessarily mean that an item is missing. Customers should review all tracking information associated with the order before reporting a missing item. If all shipments show delivered and an item is still missing, please contact East West USA Store.

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17. Order Changes and Cancellations

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Customers who need to change or cancel an order should contact East West USA Store as soon as possible. Because many orders are processed quickly, we cannot guarantee that an order can be changed or canceled after it has been submitted. Once an order has been physically transferred to the carrier, it is considered shipped and generally cannot be canceled as an unshipped order. If the customer no longer wants an order after shipment, the order may need to be handled as a return under our Returns & Refunds Policy. Applicable shipping and return charges may apply.

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18. Delayed Order Processing

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Occasionally, East West USA Store may be unable to ship an order within the timeframe originally communicated. Possible reasons include unexpected inventory shortages, product damage discovered during inspection, payment or fraud review, supplier delays, severe weather, carrier disruptions, emergencies, and other circumstances affecting order fulfillment. When we cannot ship within the applicable promised shipment timeframe, we will provide notice as required and, where applicable, provide the customer with the option to accept the revised shipping timeframe or cancel the affected unshipped order for a refund. A shipping delay before the package is handed to the carrier is different from a carrier transit delay occurring after shipment.

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19. Holidays and Carrier Closures

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UPS, USPS, and other carriers do not provide normal pickup or delivery services on certain holidays. East West USA Store may also be closed on certain holidays. Orders placed around federal holidays, major holiday weekends, carrier-observed holidays, and business closures may require additional processing or transit time. If a Monday is a business or carrier holiday, orders that would normally ship Monday will generally be processed on the next available business day.

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20. Events Outside Our Reasonable Control

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East West USA Store is not responsible for carrier delays caused by circumstances reasonably outside our control, including severe weather, natural disasters, wildfires, floods, transportation interruptions, government actions, regional emergencies, carrier network disruptions, labor disruptions, security events, and other extraordinary circumstances. We will make reasonable efforts to assist customers and communicate with the carrier when these events affect a shipment. This section does not limit rights or remedies that cannot legally be waived.

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21. Relationship to Our Returns & Refunds Policy

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This Shipping & Delivery Policy explains how orders are processed, shipped, tracked, delivered, and investigated when shipping problems occur. Returns, exchanges, restocking deductions, preference-based shipping charges, and refunds after merchandise is returned are governed by our Returns & Refunds Policy. If a shipping-related issue results in an approved return, the applicable provisions of both policies may apply.

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22. Changes to This Policy

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East West USA Store may update this Shipping & Delivery Policy periodically to reflect changes to shipping carriers, fulfillment procedures, product categories, commercial shipping practices, legal requirements, and other operational needs. Updates will be posted on this page with a revised Last Updated date. The policy applicable at the time an order is placed will generally govern that shipment, subject to applicable law.

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Shipping Questions or Delivery Assistance

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For questions regarding an order, tracking information, a damaged shipment, a lost package, or other delivery issue, please contact:

East West USA Store

Email: contact@eastwestusastore.com

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You may also submit a request through our Support page. Please include your order number and, when applicable, your tracking number, photographs, or other relevant information so our support team can assist you efficiently.