Thank you for choosing Satoeisu. We understand that every clothing carries the warmth of home, so we prioritize safe, stable, and traceable international logistics services throughout the delivery process to ensure you experience Satoeisu's quality care at home. Below is a description of our global shipping policy, covering delivery areas, transit times, shipping methods, order processing, shipping and taxes, packaging and delivery security, exception handling, and returns/exchanges.

1. Delivery Areas and Estimated Transit Time

We currently support shipping to North America, Europe, Asia, and Oceania. Transit times vary depending on destination distance, flight routes, customs policies, and carrier selection:

North America (United States, Canada, etc.)
Shipping via DHL, FedEx, or UPS. Estimated delivery time is 15 to 25 days, including international shipping, customs clearance, and last-mile delivery.
Europe
Delivery via DHL, UPS, or local postal partners. Estimated transit time is 16 to 24 days. Customs clearance speed may vary by country.
Asia (including Southeast Asia, the Middle East, etc.)
Using EMS, FedEx, or regional dedicated lines, the estimated transit time is 14 to 20 days, which may be faster for some neighboring countries or regions.
Oceania (Australia, New Zealand)
Using DHL, FedEx, or local logistics networks, the estimated delivery time is 18 to 28 days. Airline routes and seasonal shipping may affect the final delivery time.
Currently unavailable for delivery to the following countries/regions:
India, Egypt, Ethiopia, Saudi Arabia, Bangladesh, Singapore, Philippines, Iraq, Pakistan, Albania, Ecuador, Guatemala, Algeria, Myanmar, Thailand, Tunisia, Morocco, Kenya, Palestine, Iran, Uganda
----------------------------------

The above times are estimated arrival times. Actual delivery times may be affected by weather, holidays, flights, customs clearance, or local last-mile delivery. In case of delays, we will provide timely logistics information and solutions.

2. Order Processing

After payment confirmation, we will complete the following within 2 to 5 business days:

Verify order information to ensure the shipping address and contact information are accurate.
Inspect and package the carpet to ensure it remains safe and undamaged during transportation.
Pack and generate a tracking number, synchronizing carrier information through the system.
After shipment, you will receive a notification email containing the tracking number and carrier name, allowing you to track the shipment status at any time. Processing time may be slightly longer for orders containing large or customized items; we will inform you in advance.

Custom-Made Apparel: Extended Processing Time Notice

We are committed to offering high-quality, personalized clothing that fits your unique style. As many of our garments are custom-made to order—including adjustments for size, color, or design—each piece requires additional time for careful production and quality checks.

Please note that custom apparel typically takes 5-10 business days for processing before it is shipped. This is longer than standard ready-to-wear items due to the handmade nature of our products. Once your order is dispatched, you will receive a shipping confirmation email with tracking information.

We appreciate your patience and understanding. Creating something special takes time, and we’re dedicated to delivering a product that’s worth the wait.

For any questions about your order timeline, feel free to contact our customer service team— we’re here to help!

3. Shipping and Tax Information

Shipping Costs: Automatically calculated based on the weight, volume, destination, and shipping method of the goods, and displayed on the checkout page. If the actual weight or volume exceeds the estimate, we will confirm with you beforehand whether additional shipping costs are required.
Customs Duties and Import Taxes: Cross-border shipping may incur customs duties or Value Added Tax (VAT) levied by the destination customs, usually borne by the recipient. If additional documents are required for customs clearance, we will assist in preparing them.
Additional Fees: Delivery to remote areas, special packaging, or expedited services may incur additional fees, which we will clearly inform you of before order confirmation.

4. Packaging and Transportation Safety

Each of our products was packaged perfectly,  it remains intact during long-distance transportation. If you find any abnormalities in the packaging or the product upon receipt, please take photos immediately and contact our customer service team. We will assist in initiating claims, reshipments, or other solutions.

5. Delivery Anomalies and Handling

If the logistics information is not updated for an extended period, or if the package is delayed or lost, please get in touch with us promptly. We will check with the carrier and provide the latest processing progress.

If the goods are damaged or otherwise abnormal during transportation, please provide the following information within 7 days of signing for the package:

• Recipient's Name
• Order Number
• Photos of Packaging and Goods
• Waymark Number

We will assist in verification and provide reshipments, compensation, or other reasonable solutions.

6. Returns and Exchanges

• Quality Issues or Wrong Items: Please contact customer service within 14 days of receiving the goods to request a return or exchange. Satoeisu will bear the reasonable return shipping costs.
• Returns for Non-Quality Issues: Please confirm with customer service whether a return is possible and ensure the goods and packaging are intact. The buyer will bear related shipping costs.
• Return Address: The address confirmed by customer service will be used. Returns sent without confirmation may not be processed promptly.

7. Customer Service and Contact Information

If you have any questions about delivery or need assistance tracking your shipment, please feel free to contact us:

Email: support@satoeisu.com

Phone: +86 182 6007 0328

We typically respond within 24 hours on weekdays, striving to make your cross-border delivery experience safe, smooth, and worry-free.