Shipping Policy

Which countries do you ship to?

We are generally able to ship to most countries via Standard Shipping. You may clarify with our support team to see whether Standard Shipping is available to your country. Shipping methods may alter due to different situations. After proceeding to Checkout, the available shipping method(s) and cost will be stated before the payment page.

NOTE: For the country of UK, India and Russia, we can only do Standard Shipping. For countries of Africa, Argentina, Hawaii, Kuwait, Mauritius, Montenegro and Sri Lanka, to name a few, we can only do Express Shipping. This may be subjected to changes due to unpredictable events such as pandemic, war, etc.


How much does shipping cost?

We have two shipping methods - Standard Shipping and Express Shipping.

Standard Shipping Is free for most countries/areas. When your order is over $50, then we can ship you with free standard shipping.

Express Shipping via USPS Priority, FedEx, UPS, DHL, etc. Express is 15-40USD depending on your country. If your order is over 500USD, Express Shipping is free*.

*Certain products are exceptions for free shipping.

Shipping fees exclude import taxes or processing fees that might be applicable for your country. AWEKEYSis not responsible for any form of such fees. Should you refuse to pay the tax/customs fees, shipping fees will still be deducted from the amount paid for the returned parcel. For parcels that have been destroyed instead of being returned to us, no refund will be processed.

Standard Shipping via YunExpress is a tax-inclusive option for some countries. However, AWEKEYSwill not be responsible for additional administrative or handling fees charged by your local courier company or customs.

For certain remote areas, there may be additional charges via Standard Shipping or Express Shipping. We will contact you if there is a need to.

Please contact us before placing an order, should you have any queries regarding shipping.


How long does it take to receive the order after it is placed?

For in-stock products, your order is expected to be shipped within 3 working days. Customized items will take a longer time (do check in with our team for more information). On normal non-sale days, once your parcel is shipped:

  • For Standard Shipping, it takes about 2-3 weeks for items to be delivered after it is shipped. For some countries, it might take up to 1-2 months, depending on your country and custom procedure. The duration for transit is beyond our control. AWEKEYS does not arrange refunds for such cases. Please consider an upgrade to Express Shipping method or keep the waiting time in mind.
  • For Express Shipping, it takes about 3-7 days for items to be delivered after shipping out.

*Note:
Shipping methods and periods might be affected or changed due to festive seasons or other unforeseen circumstances.


What happen if the parcel has been shipped but not delivered?

First, kindly contact your local courier using the local tracking number.

  • For orders below 50 USD, you may either opt for a one-time reshipment of the parcel OR a full refund.
  • For orders above 50 USD, we only process a 50% refund of your order.

Should there be any concern about Standard Shipping, you are encouraged to opt for Express Shipping instead.

Customers are to bear the consequences and fees incurred if the parcel is undelivered due to any of the following situations:

  • Wrong/insufficient address or phone number provided by the recipient
  • The recipient is unreachable when the courier company tries to contact
  • Refusal to sign for the package by the recipient
  • Lost or damaged parcel because recipient opted for “no-signature delivery”
  • Refusal to pay for the local tax/processing fee by the recipient
  • Refusal to provide supporting documents for customs clearance by the recipient

Who does pay for the import tax/custom fees?

Customers have to bear any form of custom/import/processing fees that are applicable to their parcel.

If the customs fees and the delivery of the parcel are rejected by the recipient, the shipping cost still needs to be paid. AWEKEYS only arranges the refund of the order amount after deducting the shipping cost incurred.


How do I get help for my order?

In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers are strongly advised to take an unboxing video of their parcel and packaging when opening their parcels and products.

For faulty/missing items, please email contact@AWEKEYS.co for after-sale services. In your email, please write an appropriate Subject Title, include your Order Number, and state your issue clearly. Please also attach photographs/videos as “proof”, to show that your product is faulty/missing. Shipping details on the parcel packaging have to be clearly visible.

If the photos/videos provided are insufficient to prove the stated issue, we will enquire more. Once the issue has been confirmed, we will arrange for a replacement, partial refund or a full refund (where applicable). For incorrect products, AWEKEYS reserves all rights in deciding whether you need to return the incorrect item or not. Please kindly contact us via email first. Our team aims to review your email within 3 working days.

Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order. As our Support Team might not be available during non-working days and weekends, please place your order wisely. Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (@AWEKEYS) or website chat. We will help you with the changes if that could be done.

For other queries, the fastest way to contact us is via our website or Discord.


Do I get tracking details for my order?

After placing an order, you will receive the order confirmation email. After your order is shipped, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.


What shipping companies do you use?

We collaborate with USPS, FedEx, UPS, DHL, Royal Mail, Australia Post, GLS, 4PX, UBI, SF Express, and Yun Express.