Shipping policy

Shipping Policy

This Shipping Policy ("Policy") applies to all orders placed through the online store operated by Golden Cloud Company ("we", "us", or "our"), a company operating in the Hong Kong Special Administrative Region ("Hong Kong").

By placing an order on our Website, you acknowledge that you have read, understood, and agree to be bound by this Shipping Policy. This Policy should be read in conjunction with our Terms of Service and Refund and Return Policy.

1. Processing Time

1.1 All orders are processed within 3 to 5 business days (Monday to Friday, excluding Hong Kong public holidays) after payment confirmation.

1.2 Orders placed on weekends or public holidays will be processed on the next business day.

1.3 During peak periods (such as seasonal sales, promotional events, or public holidays), processing times may be extended. We will notify you of any significant delays.

1.4 Once your order has been dispatched, you will receive a shipping confirmation email with tracking information (where available).

2. Shipping Methods and Delivery Times

2.1 Local Delivery (Hong Kong)

Carrier: SF Express, Hong Kong Post, or other local couriers
Estimated Delivery Time: 3 to 7 business days after dispatch
Tracking: Tracking number provided upon dispatch

2.2 International Delivery

Carrier: Hong Kong Post Registered Mail, SF Express, DHL, FedEx, or other international courier services
Estimated Delivery Time:
Asia-Pacific Region: 7 to 14 business days after dispatch
North America, Europe, Australia: 10 to 20 business days after dispatch
Other regions: 15 to 30 business days after dispatch

2.3 Delivery times are estimates only and are not guaranteed. Actual delivery times may vary depending on:

Customs clearance procedures
Public holidays in the destination country
Weather conditions or natural disasters
Carrier delays
Remote or restricted delivery locations
Local postal service efficiency

2.4 Golden Cloud Company is not responsible for delays caused by shipping carriers, customs authorities, or events beyond our reasonable control.

3. Shipping Costs

3.1 Shipping costs are calculated at checkout based on:

Destination country or region
Total weight and dimensions of the order
Selected shipping method

3.2 Shipping costs are non-refundable, except where we are required by law to refund them or where the return is due to our error (such as shipping the wrong item or a damaged item).

3.3 Any promotional offers for free or discounted shipping will be clearly stated at checkout and are subject to specific terms and conditions.

4. Customs, Duties, and Taxes (International Orders)

4.1 For international shipments, you (the customer) are responsible for all customs duties, import taxes, VAT, GST, brokerage fees, and any other charges imposed by your country's customs authority.

4.2 These charges are determined by the destination country and are not included in the product price or shipping cost displayed at checkout, unless expressly stated otherwise.

4.3 Customs policies vary widely by country. We recommend that you contact your local customs office for more information about potential charges before placing your order.

4.4 Golden Cloud Company has no control over these charges and cannot predict their amount. We are not responsible for any delays caused by customs clearance.

4.5 If you refuse to accept delivery due to customs charges or fail to pay required duties or taxes, the shipment may be returned to us or abandoned. In such cases:

You will not receive a refund for the product price or original shipping cost.
You may be charged for any return shipping costs, storage fees, or administrative fees incurred.

5. Delivery Address and Accuracy

5.1 You are responsible for providing a complete, accurate, and up-to-date shipping address (including postal code, contact name, and phone number) at the time of placing your order.

5.2 Please provide the shipping address in English (or English transliteration) to ensure smooth processing and delivery.

5.3 Golden Cloud Company is not responsible for orders delivered to incorrect, incomplete, or outdated addresses provided by you. If a shipment is returned to us due to an incorrect address:

We may attempt redelivery at your request, subject to payment of additional shipping costs; or
We may process a refund in accordance with our Refund and Return Policy, minus original and return shipping costs.

5.4 If you need to change your shipping address after placing an order, please contact us immediately at info@fishyarn.com. We will make reasonable efforts to accommodate your request, but we cannot guarantee changes once an order has been dispatched.

6. Order Tracking

6.1 Where available, a tracking number will be provided via email once your order has been dispatched.

6.2 You can track your shipment using the tracking link provided or by visiting the carrier's website directly.

6.3 Please allow 24 to 48 hours after dispatch for tracking information to be updated in the carrier's system.

6.4 If you have not received your order within the estimated delivery time, or if tracking shows no updates for an extended period, please contact us at info@fishyarn.com and we will assist you in locating your shipment.

7. Failed Delivery Attempts

7.1 If the carrier is unable to deliver your order due to:

No one available to receive the package
Incorrect or incomplete address
Refusal to accept delivery
Failure to pay customs charges

the carrier may:

Leave a notice for redelivery or collection; or
Return the package to us.

7.2 Redelivery fees or collection charges imposed by the carrier are your responsibility.

7.3 If a package is returned to us due to a failed delivery attempt (and not due to our error), you may be charged for:

Original shipping costs
Return shipping costs
Redelivery costs (if applicable)

before we can reship the order or process a refund.

8. Lost or Damaged Shipments

8.1 Once we transfer your order to the shipping carrier and provide you with a tracking number, risk of loss or damage passes to you, except where otherwise required by law.

8.2 If your order arrives damaged, please refer to our Refund and Return Policy and contact us within 7 calendar days of receipt at info@fishyarn.com with photographic evidence.

8.3 If your order is lost in transit:

Please contact us at info@fishyarn.com with your order number and tracking details.
We will initiate an investigation with the carrier.
Depending on the outcome and subject to applicable law, we may offer a replacement or refund.

8.4 We recommend selecting a shipping method with tracking and insurance for high-value orders.

9. Undeliverable or Abandoned Packages

9.1 If a package is deemed undeliverable by the carrier and is returned to us, or if you fail to collect a package held by the carrier within the specified timeframe, we reserve the right to:

Charge you for return shipping costs, storage fees, and any administrative fees; and/or
Cancel your order and issue a partial refund (deducting all shipping and handling costs).

10. Restricted and Prohibited Destinations

10.1 We do not ship to certain regions due to carrier restrictions, customs regulations, or logistical limitations. These include, but are not limited to:

War zones or regions under trade sanctions
Remote islands or areas not accessible by standard carriers
Regions with prohibitions on specific product types

10.2 If your destination is not available at checkout, we are unable to fulfill your order to that location.

11. Gift Cards and Digital Products (If Applicable)

11.1 If we offer gift cards or digital products, these are delivered electronically to the email address provided at checkout.

11.2 No physical shipping applies to digital products. Delivery is typically instant or within 24 hours of payment confirmation.

11.3 Please ensure your email address is correct. We are not responsible for non-delivery due to incorrect email addresses or emails filtered as spam.

12. Changes to This Shipping Policy

12.1 We reserve the right to amend, update, or replace this Shipping Policy at any time, at our sole discretion, subject to applicable law.

12.2 Any changes will take effect upon being posted on our Website. Your continued use of the Website and/or further purchases after any changes constitutes your acceptance of the revised Policy.