Shipping and Customers
Order Processing
Orders are generally processed within 1–2 business days after payment has been successfully confirmed.
Business days do not include weekends or public holidays. Processing may take longer during major sales, holiday periods, product launches, or other periods of unusually high order volume.
Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information.
Estimated Delivery Time
Estimated shipping time is generally 2–20 business days after your order has been processed and shipped.
Actual delivery time depends on factors including:
- The destination country or region
- The selected shipping method
- Local carrier operations
- Customs inspections and clearance procedures
- Weather conditions
- Public holidays and peak shipping periods
- Incorrect or incomplete delivery information
The estimated shipping time does not include the 1–2 business day order processing period.
Delivery estimates are provided for reference only and are not guaranteed delivery dates.
Where Do We Ship From?
Orders may be shipped from different fulfillment facilities depending on product availability, inventory location, and the customer’s delivery address.
Some orders may be shipped internationally. A package may pass through one or more transit countries or logistics facilities before arriving in the destination country.
The shipping origin shown in the tracking information may differ depending on the fulfillment location assigned to your order.
How Will My Order Be Shipped?
Santlet works with various international and local logistics providers. The carrier used for your order will depend on the destination, product type, package size, and available shipping service.
Some products may contain batteries or other components that require specialized transportation. These orders may use designated shipping routes or carriers and may require additional transit time.
Where tracking is available, the tracking number and tracking link will be included in your shipping confirmation email.
Order Tracking
Once your order has shipped, we will send a shipping confirmation email containing your tracking number or tracking link.
You may track your order using the link provided in the email or through an international tracking service such as 17TRACK.
Tracking information may take approximately 24–48 hours after shipment to become active in the carrier’s system.
Tracking updates may be temporarily delayed while a package is:
- Moving between logistics facilities
- Being transferred to a local delivery carrier
- Undergoing customs clearance
- Waiting to be scanned at the next transit location
A temporary lack of tracking updates does not necessarily mean that the package has been lost.
What Should I Do If My Order Is Delayed?
If your order has not arrived within the estimated delivery period, please first review the latest tracking information and check whether the carrier has attempted delivery.
If your order has not been delivered within 30 days after shipment, please contact Santlet Customer Support at santletsupport@163.com.
Please include:
- Your order number
- Your tracking number
- Your full name
- Your complete delivery address
We will contact the carrier or logistics provider and assist with investigating the shipment.
Customs Duties, Import Taxes and Fees
Most orders do not normally incur additional customs duties or import taxes. However, customs regulations vary by country, and Santlet cannot guarantee that every shipment will be exempt from local charges.
Depending on the destination country, customs authorities or the delivery carrier may impose:
- Import duties
- Value-added tax or sales tax
- Customs clearance fees
- Carrier handling fees
- Other government charges
Any applicable taxes collected directly by Santlet will be clearly displayed at checkout.
If additional charges are imposed after the package enters the destination country, they may be collected separately by the carrier or local customs authority.
Santlet does not determine or control charges imposed by local authorities. Please contact your local customs office for information about the rules that apply in your country.
Customs Clearance and Local Regulations
Customers are responsible for ensuring that the products they order are permitted to be imported into the destination country or region.
Customers must provide accurate information and cooperate with the carrier or customs authority if additional documents, identification, tax information, or payment are required for customs clearance.
Santlet is not responsible for delays caused by customs inspections, incomplete customs information, local import restrictions, or the customer’s failure to complete required clearance procedures.
Refused or Unclaimed Packages
If a customer refuses delivery, fails to collect a package, provides an incorrect address, or does not complete required customs procedures, the package may be returned to the sender or destroyed by the carrier.
Any refund for a returned package will be reviewed after the package has been received and inspected. Original shipping costs and any return shipping, customs, handling, storage, or disposal fees may be deducted from the refund where applicable.
Packages that are destroyed, abandoned, or otherwise not returned to Santlet may not be eligible for a refund.
Incorrect or Incomplete Shipping Addresses
Please review your shipping information carefully before completing your order, including:
- Recipient name
- Street address
- Apartment, suite, or unit number
- City and state or province
- Postal or ZIP code
- Country or region
- Telephone number
You may request an address change before the order has been packed or shipped.
Once an order has been packed, processed for shipment, or shipped, the delivery address cannot normally be changed.
Santlet is not responsible for failed deliveries, delays, losses, or additional shipping costs caused by incorrect or incomplete delivery information provided by the customer.
Lost Packages
If the tracking information shows that your package has not been delivered and there have been no updates for an extended period, please contact us at santletsupport@163.com.
We may need to open an investigation with the carrier before confirming whether the package is lost. Carrier investigations may require additional processing time.
If the carrier confirms that an eligible shipment has been lost in transit, Santlet will provide an appropriate resolution, which may include a replacement or refund.
Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, please:
- Check around the delivery location
- Ask household members, neighbors, reception staff, or building management
- Check any mailbox, parcel locker, safe place, or collection point
- Contact the local delivery carrier
If the package still cannot be found, contact us within 7 days of the recorded delivery date. We will assist with submitting an inquiry to the carrier where possible.
Damaged Packages or Missing Items
Please inspect your package immediately after delivery.
If the product is damaged or an item is missing, contact us within 7 days of delivery at santletsupport@163.com.
Please provide:
- Your order number
- A description of the problem
- Photos of all items received
- Photos of the outer shipping package
- Photos of the shipping label
- Photos of the internal packaging
- Clear photos or videos of any damage
Please keep the original packaging, shipping label, and all received items until the issue has been reviewed and resolved.
Currency and Foreign Transaction Fees
Prices may be displayed and charged in your local currency based on your location and the currency selected on our website.
If your payment method uses a different currency from the checkout currency, your bank, card issuer, PayPal, or other payment provider may apply its own exchange rate.
Your payment provider may also charge foreign transaction fees, currency conversion fees, or other processing fees. These charges are determined by the payment provider and are not controlled by Santlet.
Contact Us
For questions about shipping, delivery, tracking, customs, damaged packages, or missing items, please contact:
Santlet Customer Support
Email: santletsupport@163.com