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I. Shipping Scope
This shipping policy applies to the 27 EU member states (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden), as well as Iceland, Liechtenstein, Norway (European Economic Area (EEA), and Switzerland). If your delivery address is outside of these areas, please contact us in advance via our customer service email at [email protected] or our online customer service at vtxayz.com to confirm shipping availability and additional charges.
II. Order Processing and Shipping Time
(I) Order Processing Time
For non-customized mug orders, we will complete order review, product picking, and packaging within 5-7 business days after successful payment. You can check the processing status by using the order number on the "My Orders" page on our official website, or contact customer service for real-time updates. The following situations may cause order processing delays: incomplete order information (e.g., unclear delivery address, missing contact information), payment verification failure, complex customization requiring additional communication, and statutory holidays (e.g., EU public holidays, Christmas, New Year's Day, etc.). If any of these situations occur, customer service will contact you by email or phone within 24 hours to assist in resolving the issue.
(II) Shipping Time
For core EU member states (Germany, France, the Netherlands, Belgium, Luxembourg, Austria, northern Italy, and eastern Spain): Standard shipping services are used by partnered logistics providers (e.g., DHL, DPD, and UPS). Delivery time is 20-40 business days. The specific fee is payable at the time of ordering (the fee is calculated based on the delivery address and package weight and will be displayed in real time on the order page).
III. Shipping Fees
Fee Calculation
Shipping fees are calculated based on the package weight, volume, and delivery address region. The specific fee will be automatically generated by the system and displayed on the order confirmation page after you enter your delivery address when placing your order.
IV. Tracking and Receipt
(I) Tracking
After your order is shipped, we will email you tracking information within 24 hours, including the tracking number and a link to the carrier (you can enter the tracking number on the official DHL, DPD, or other websites, or by entering the tracking number on the "Tracking" page on our official website).
The tracking information will update the package status in real time (e.g., "Shipment," "In Transit," "Clearing Customs," "Delivery," etc.). If your tracking information has not been updated for more than 48 hours, please contact customer service, and we will assist in communicating with the carrier for the latest shipping progress.
(II) Receipt Guidelines
When the carrier delivers, they will prioritize contacting you to sign for the package in person (via phone or text message to confirm the delivery time). If you are unable to sign for the package in person, you may authorize someone else to sign for it on your behalf (please indicate the name and contact information of the person signing for the package in the order notes in advance, or notify customer service in advance). The person signing for the package on your behalf must present a valid ID, and the carrier will verify the information before delivering the package. Before signing for the package, please ensure that it is in good condition (e.g., the carton is not damaged, deformed, or the seal is intact). If you find the package damaged or appears to have been opened, refuse to accept it and contact customer service immediately (you may take photos of the damaged package as evidence). We will assist you in filing a claim with the logistics provider and arrange for reshipment or a refund.
Within 24 hours of signing for the package, if you open the package and find that the cup is damaged, missing, or not as ordered, please promptly send us photo/video evidence (including the inner and outer packaging, the damaged part of the product, and order information) via our customer service email. We will verify the situation within 48 hours and provide a reshipment, exchange, or refund at our expense.
V. Exception Handling
(I) Package Delays
If the package has not been delivered beyond the agreed shipping time (e.g., more than 7 business days in core EU member states or more than 10 business days in remote areas), you may contact customer service to request "delay compensation," which will be provided based on the number of days of delay. In the event of a delay due to force majeure (such as a natural disaster, epidemic, logistics strike, or customs policy adjustment), we will promptly inform you of the reason for the delay and the estimated time to recovery via email. The above delay compensation policy does not apply to such cases, but we will do our best to coordinate with the logistics provider to shorten the delay.
(II) Package Lost
If the logistics tracking information shows "Package Lost" or has not been updated for more than 15 business days and the logistics provider cannot be contacted to confirm the location, the package is considered lost. You can contact customer service to request an action. We will verify the loss with the logistics provider within 3 business days and, upon confirmation, provide you with two options: a full refund (return via the original route, to be credited within 15 business days); or free reshipment (depending on product availability, we may choose a different model or wait for restocking if the product is out of stock).
If you have purchased value-added insurance, in addition to the above options, if your package is lost, you may also receive compensation for the insured value (order screenshots and proof of loss are required. Compensation will be paid within 7 business days of confirmation). (III) Customs Clearance Issues
For EU and EEA regions, our products already comply with local import regulations (such as CE certification and food contact material safety certification). Customs clearance is generally smooth and requires no additional customer intervention. If customs clearance is delayed due to temporary adjustments to customs policies, we will assist in providing relevant certification documents to expedite clearance. If customs require additional duties or taxes (a rare occurrence, only for high-value orders), we will notify you of the amount and payment method in advance via email. You can also choose to have us pay on your behalf (the fee will be deducted from the order refund or paid later).
If a package is returned due to customs clearance failure (e.g., if the product does not comply with local regulations, a probability of less than 0.5%), we will issue a full refund (including the product purchase price and shipping fees) within three business days of receiving the returned package, and we will cover the shipping costs incurred.
VI. Other Notes
This shipping policy applies only to products purchased through our official website vtxayz.com or authorized EU sales channels. It does not apply to wholesale orders or bulk purchases. (Shipping policies for these orders require separate negotiation; please contact your sales manager for a customized plan.)
If you have any questions about our shipping policy (such as special shipping requirements or delivery details for remote areas), please contact customer service before placing an order. We will provide personalized shipping recommendations based on your needs.
We reserve the right to adjust this shipping policy based on factors such as logistics costs and regulatory changes. Any adjustments will be announced on our official website seven days in advance. The new policy will take effect from the date of announcement. Orders already placed but not yet shipped will still be subject to the original policy.