SHIPPING & DELIVERY POLICY

This Shipping & Delivery Policy ("Policy") governs the dispatch, transit, and fulfillment of orders placed on www.shopatbearhugs.com ("Website"), operated by My Bear Hugs®️ ("Company," "We," "Us," or "Our"). By placing an order on the Website, you ("Customer," "You," or "Your") explicitly accept the shipping timelines, fulfillment structures, and legal obligations set forth below.

1. ORDER PROCESSING & FULFILLMENT TIMELINES

1.1. Standard Processing Window: All orders are submitted to Our inventory management system within twenty-four (24) hours of order confirmation. Order dispatch typically occurs within two (2) to four (4) business days following order confirmation.

1.2. Peak Operations & Holidays: Processing times may be extended during promotional events, high-volume sales, seasonal backlogs, or regional warehouse closures.

1.3. International Warehouse Closures: Orders fulfilled from Our international facilities are subject to regional holiday closures (including, without limitation, Chinese New Year and the Dragon Boat Festival). Processing for orders placed during such periods shall resume post the holiday period.

2. ESTIMATED DELIVERY TIMELINES

2.1. Total delivery time consists of processing duration plus transit time. Estimated transit timelines are structured as follows:

• 12 to 18 working days post-dispatch.

2.2. Estimated transit windows are indicative and non-binding. The Company shall not be held liable for courier delays resulting from severe weather events, operational backlogs, customs inspections, war activities or government directives.

3. CONSOLIDATED BATCH SHIPPING & TRACKING DISCLOSURE

3.1. International Consolidated Batch Shipping: To optimize freight overheads, customs clearance efficiency, and retail pricing, items dispatched from international facilities (designated as vendor "Bear Hugs HK" or "Bear Hugs UK") are transported via bulk batch freight (groups of 50 units) to a local central sorting center.

3.2. Tracking Limitations for Global Hubs: Individual last-mile tracking numbers are not generated or issued during the initial international transit leg. Once the consolidated shipment clears customs and is sorted at the local distribution facility, individual domestic tracking credentials will be generated and issued to the Customer via e-mail.

4. ADDRESS ACCURACY & CUSTOMER RESPONSIBILITY

4.1. The Customer bears sole responsibility for entering accurate, complete, and verifiable shipping address (including correct PIN/Postal Code, street details, and mobile contact number) at checkout.

4.2. Address Revisions: Address alterations or modifications are strictly impossible once an order has entered processing or dispatch.

4.3. Failed Deliveries & Re-Shipping Fees: If a parcel is returned to Our facility due to an incomplete or incorrect address, failed delivery attempts, or non-cooperation by the Customer, the Company shall not issue a refund. Re-dispatch shall only occur after the Customer pays the applicable secondary re-shipping and handling fee.

5. CUSTOMS DUTIES, TAXES & IMPORT COMPLIANCE

5.1. Cross-Border Levies: Shipments crossing international borders may be subject to import duties, value-added taxes (VAT), tariffs, or administrative customs clearance fees imposed by the destination country's government or postal authorities.

5.2. Customer Liability: All such levies, customs duties, and supplemental regulatory fees are the sole financial responsibility of the Customer. The Company exercises no control over regulatory assessments or clearance timelines.

6. MANDATORY KYC (KNOW YOUR CUSTOMER) COMPLIANCE

6.1. In compliance with applicable international logistics laws and import regulations, logistics service providers may require the Customer to submit government-issued identity and address verification documentation (KYC) prior to final delivery.

6.2. Information provided for KYC verification is processed securely and directly by authorized logistics partners strictly for legal customs compliance.

6.3. Refusal to Comply: If a Customer fails or refuses to provide mandatory KYC documentation upon request by the carrier, resulting in package abandonment, return, or destruction by customs, the transaction shall be non-refundable, and no cancellation claims shall be entertained.

7. ORDER CANCELLATIONS & MODIFICATIONS

7.1. Orders cannot be modified, edited, or cancelled once processing or warehouse staging has commenced.

7.2. All international warehouse orders ("Bear Hugs HK" and "Bear Hugs UK") are automatically integrated into automated logistics pipelines and are strictly non-cancellable post-purchase.

8. DELAYED OR MISSING SHIPMENTS

8.1. In the event of an extended transit delay, Customers are required to allow the full standard delivery window (up to 18 working days for international orders) to elapse before opening a formal inquiry.

8.2. If a package is formally declared lost or unrecoverable by the third-party logistics carrier following an official investigation, the Company will arrange for a replacement dispatch or issue store credit in accordance with Our post-purchase guidelines.

9. GOVERNING LAW & TRANSIT TERMS

By completing a transaction on shopatbearhugs.com, You acknowledge that You have read, understood, and agreed to all terms, timelines, and logistical operational rules stipulated within this Policy.