Shipping Policy

This Shipping Policy explains how Esalama Tool (“we”, “us”, “our”) processes and ships orders placed on our website. It applies to all international customers unless a product page states otherwise.

  1. Shipping origin

We ship orders from Hong Kong.

  1. Destinations

We ship to many countries and regions worldwide using international postal door-to-door services. If a destination is unavailable at checkout, we are currently unable to ship to that location.

  1. Order processing (handling time)
  • Processing time: Orders are typically processed within 2–3 business days after payment confirmation.
  • Business days exclude Sundays and public holidays.
  • During peak periods (e.g., major promotions or holidays), processing may take longer. If a material delay occurs, we will contact you using the email address provided at checkout.
  1. Shipping method

We ship primarily via international postal door-to-door services. Carrier selection may vary by destination and service availability.

  1. Shipping fees

Shipping fees (if applicable) are calculated and displayed at checkout. Any promotions, free-shipping thresholds, or special shipping arrangements will be shown during checkout or on the relevant product page.

  1. Tracking
  • Tracking is provided when available.
  • Some postal services or destination lanes may not support end-to-end tracking, or tracking events may update intermittently based on local postal scans.
  • If tracking is available, we will provide tracking details in your shipment confirmation or within your account area (if you registered).
  1. Estimated delivery times

Delivery times vary significantly by destination, customs clearance, and local postal operations. Any delivery estimates shown on the website are estimates only and not guarantees. We are not responsible for delays caused by events outside our control, including (but not limited to) customs inspections, weather disruptions, transport interruptions, or local carrier backlogs.

  1. Customs, duties, and taxes
  • We do not charge sales tax at checkout.
  • International shipments may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. These charges are the customer’s responsibility.
  • Customs authorities may require additional information to clear a shipment; delays due to customs processing are outside our control.
  1. Address requirements and delivery success
  • You are responsible for providing a complete and accurate shipping address at checkout, including apartment/unit numbers and correct postal code.
  • We are not liable for delivery failure, return-to-sender, or additional shipping charges resulting from incorrect or incomplete address details.
  • If an order is returned to us due to address issues or failure to collect/receive the parcel, we will contact you regarding reshipment options. Reshipping may require additional payment of shipping costs.
  1. Changes and cancellations
  • If you need to change your shipping address or cancel an order, contact us as soon as possible.
  • We cannot guarantee changes or cancellations once an order has been processed or dispatched.
  1. Damaged, missing, or incorrect items in transit

If your parcel arrives damaged, incomplete, or contains an incorrect item, contact us within 14 days of delivery and provide:

  • Your order number, and
  • Clear photos of the parcel, shipping label, packaging, and the affected item(s), and/or a short video where applicable.

We will review and, where appropriate, arrange a resolution according to our Return & Exchange Policy.

  1. Partial shipments

In some cases, we may ship items separately (e.g., due to packaging constraints or availability). If your order is shipped in multiple parcels, we will provide separate shipment details when available.

  1. Force majeure

We are not liable for delays or failure to deliver caused by circumstances beyond our reasonable control, including natural disasters, public health events, strikes, transport disruptions, war, or government actions.

  1. Contact

For shipping-related questions, please contact:

Email: [email protected]

WhatsApp: +86 135 4301 2392

Support hours: Mon–Sat, 8:30–18:00 (HKT)