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Shipping Policy
Thank you for choosing Ochach! Below is our shipping policy for different countries and regions, covering freight rates, delivery times, and important notes. For any questions, please contact us at service@ochach.com.
I. Scope of Application
This policy applies to all products ordered through the Ochach official website/APP (excluding customized or pre-order items, subject to product page instructions).
II. Shipping Zones and Cost Standards
1. Mainland China
2. Other Asian Regions
3. Europe & Americas
4. Other Regions
⚠️ Freight Calculation Rules
- Charged based on actual weight or dimensional weight (length×width×height/6000), whichever is higher
- For combined orders, freight is calculated based on total weight
III. Shipping Timeframe Details
- Start of Timing: Calculated from the day after the order status shows "Shipped" (excluding weekends and Chinese public holidays)
- Special Cases:
- Pre-order/customized items: Timing starts from the "Estimated Shipping Time" stated on the product page
- Remote areas/customs inspections: May cause 3-5 business day delays
- Tracking Information:
- Mainland China orders: SF Express/JD Logistics tracking number provided, traceable on the order page or logistics provider website
- International orders: International express tracking number (e.g., DHL) provided, supports global logistics tracking
IV. Important Notes
- Customs Duties & Taxes:
- Mainland China orders: Free shipping including taxes (remote areas excluded)
- International orders: Customs duties and import VAT are the recipient’s responsibility, payable to local customs during clearance (pre-paid customs service available for select countries at checkout)
- Address Formatting:
- International orders must use English for addresses; ensure accurate street name, postal code, and phone number. Re-delivery fees apply for address errors causing returns
- Delivery Confirmation:
- Signature is recommended. Inspect package integrity before signing; refuse delivery and photograph damages/missing items immediately, then contact customer service within 24 hours
V. Frequently Asked Questions (FAQ)
Q1: How do I track my order?
- Log in → "My Orders" → Click "Shipping Details" for real-time tracking updates and tracking number
Q2: Can I change my address for an international order?
- Address changes are possible before shipping via customer service (service@ochach.com); no changes allowed after shipping due to logistics system restrictions
Q3: Are there discounts for remote area shipping?
- Mainland China remote areas enjoy free shipping for orders over 499 RMB; no additional discounts for other regions
Q4: What if my item is damaged during shipping?
- Contact customer service within 48 hours of 签收 (receipt), provide photos of damages. We will reship or refund if verified as a logistics responsibility
VI. Contact Us
For personalized shipping inquiries (e.g., bulk order quotes, customized logistics solutions), please contact:
- Customer Service Email: service@ochach.com (response within 24 hours with order number and details)
- Customer Service Phone: +86 15698547854 (Shipping 专线，weekdays 9:00-21:00 UTC+8)
Ochach is committed to transparent and efficient shipping services. We look forward to your satisfied delivery!
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