Shipping Policy

Shipping

We ship Monday through Friday, excluding weekends and holidays.

All orders qualify for free shipping.

We will process and ship your package within 1-3 days of receiving your order. However, exceptions may occur if we are manufacturing a new batch of products or waiting for stock to arrive.

We work with multiple logistics carriers to choose the fastest shipping method to deliver your package to you. For more shipping information, please contact haze@ptcoba.com.

Package Shipping Delays

Although we choose reliable and efficient shipping services, packages may occasionally be delayed due to factors such as weather or logistics routes. Packages usually take 7-14 days to arrive. If you have not received your package after this time, please contact our customer service team and provide your order number. If we cannot locate the package, we will arrange for a replacement.

Damaged Packages During Shipping

If you receive damaged goods, please contact our customer service team immediately and provide photos of the damage. We will assist you promptly.

International Orders

You are responsible for any customs duties on international orders. Ptcoba will not issue refunds for goods returned by the destination country's customs due to unpaid customs duties or any other reason.

If an international package is lost, you can file a claim within the specified time frame. Please contact us if you have not received your order within 25 days of shipment.

If goods are damaged during transit to an international destination, please contact our customer service team by email at haze@ptcoba.com.

Other Shipping Policies

We reserve the right to refuse to fulfill any order for any reason we deem necessary. For orders we are unable to fulfill, we will immediately issue a full refund with an explanation.

Ptcoba currently does not offer package redirection services. For packages returned due to incorrect addresses provided by the customer, we will charge a 20% restocking fee (25% for international orders), plus any return shipping fees incurred by the logistics company, and refund the remaining amount. If you would like us to resend the package instead of issuing a refund, we can also charge you an additional shipping fee and resend the package immediately upon receipt of payment.

We cannot issue refunds for packages that have been correctly shipped but refused by you.