Shipping Policy

I. Scope of Application

This policy covers our goods transportation services to users within all EU member states (including the UK), but does not include international transportation outside the EU and UK (international transportation requires separate negotiation and a specific transportation agreement). All transportation services are handled by our partnered, reputable logistics service providers, ensuring compliance and traceability throughout the transportation process.

II. Transportation Time and Shipping Instructions

1. Order Processing & Shipment Time: We will complete the order processing and shipment within 5-7 business days after you complete order payment and confirm the receipt information is correct.
2. Delivery Time: After the goods are shipped from the warehouse, the delivery time is 15-30 business days. This delivery time is for reference only; actual delivery time may be affected by the following factors: logistics service provider capacity, destination distance, customs clearance efficiency (transportation across EU member states may involve simplified clearance procedures), holidays, and force majeure.
3. Shipping Notification: After the goods are shipped, we will send a shipping notification to your registered email address, containing the logistics tracking number and tracking information. You can use this tracking number to track the shipment status in real time.

III. Shipping Costs

1. Cost Standard: Shipping costs will be calculated based on your delivery address, the total weight and volume of your order. The specific amount will be automatically generated and displayed at checkout, and you can view and confirm it before payment.
2. Free Shipping Policy: If your single order amount reaches our minimum free shipping threshold (specific thresholds are subject to real-time updates on the website), we will provide you with free shipping service. Free shipping is limited to the EU and major UK regions.
3. Additional Costs: Any additional costs incurred due to incomplete or inaccurate delivery address provided by you, or due to special delivery services required by the logistics service provider (such as self-pickup, secondary delivery, delivery to remote areas, etc.), will be borne by you.

IV. Receiving and Acceptance

1. Confirmation of Receiving Information: Please carefully check the delivery address, recipient's name, and contact information when placing your order to ensure accuracy. If you need to change the delivery address, you must submit a modification request via customer service email care@hovecommerce.com before the order is shipped. Modifications cannot be made after shipment.
2. In-Person Inspection: Upon delivery, you or the authorized recipient at the delivery address should check the outer packaging of the goods for damage or leakage. If any abnormalities are found, please take photos as evidence and refuse to sign for the package. Contact us immediately via customer service email. If the outer packaging is intact, signing for the package will be considered as confirmation that the goods are undamaged.
3. Post-delivery Inspection: If any hidden damage, missing items, or incorrect items are found after signing for the goods, please submit relevant supporting documents (such as photos/videos of the damaged goods, order screenshots, and proof of delivery) via customer service email within 3 business days of signing. We will verify and process your request.

V. Transportation Responsibility and Disclaimer

Our Responsibility: If the goods are damaged or lost due to our failure to ship within the agreed timeframe, or due to the logistics service provider's intentional or gross negligence during transportation, we will provide you with replacement, return, refund, or corresponding compensation services based on the actual situation.

Disclaimer: We are not liable for shipping delays, damage to goods, or loss caused by the following circumstances:

1. Inaccurate or incomplete delivery information provided by you, or inability to contact the recipient;
2. Force majeure events (such as natural disasters, war, strikes, traffic control, customs policy adjustments, etc.);
3. Normal wear and tear due to the inherent characteristics of the goods (such as minor wear and tear on fragile stationery, within a reasonable range);
4. Damage to goods caused by your improper handling after signing for the package.

VI. Dispute Resolution

If you have any objections to the shipping service, please contact us first via customer service email: care@hovecommerce.com. We will communicate with you within 3 business days to verify and provide a solution. If you are not satisfied with our handling result, you may file a complaint with the UK Information Commissioner's Office (ICO) or the relevant logistics regulatory authority of the EU member states.

VII. Policy Updates and Notifications

We may revise this shipping policy in accordance with updates to EU and UK logistics laws and regulations, adjustments to logistics service provider cooperation policies, or business development needs. The revised policy will be prominently displayed on the official website (hovecommerce.com) with the update date. If the revisions significantly impact your rights, we will notify you at least 7 business days in advance via your registered email address.

This policy will take effect from the date of publication.

Publication Date: January 12, 2026