1. Packaging Standards

• Secure Protective Packaging: All products are secured with custom-cut foam/PE foam inserts and shipped in high-strength corrugated cardboard boxes to ensure shock and impact resistance during transit.
• Discreet Shipping: Outer packaging is plain brown cardboard boxes with no branding or product information displayed, ensuring your privacy.
• Complete Contents: Each package includes the main product, standard accessories (e.g., battery, charger, rail mount, manual), and warranty card.
• Eco-Friendly Commitment: We continuously optimize packaging materials and prioritize the use of recyclable or biodegradable materials where possible.

2. Delivery Process & Timelines

• Order Processing: All orders are verified and dispatched within 1-3 business days after payment confirmation.
• Shipping Notification: An automated email with tracking information will be sent once your order ships. You can track its status via our website or the carrier’s platform.
• Standard Delivery Times:
  • Domestic: 3-7 business days (varies by region and shipping method).
  • International: 7-20 business days (subject to destination, customs clearance, and shipping method).
• Expedited Service: Paid express shipping options (e.g., DHL, FedEx) are available. Check fees and estimated times at checkout or contact customer service.

3. Logistics Partners & Tracking

• Trusted Carriers: We partner with global and regional leaders including DHL, FedEx, UPS, and local premium carriers to ensure reliable delivery.
• End-to-End Tracking: Full online tracking is available from warehouse dispatch to final delivery.

4. Important Notes for International Orders

• Duties & Taxes: Order prices do not include potential import duties, VAT, or customs clearance fees in the destination country. These are the responsibility of the recipient. Please check your local regulations before ordering.
• Customs Delays: International shipments may undergo customs clearance, which can take 1-10 business days depending on the country. Delays may occur during this process, which is beyond our direct control.

5. Special Orders

• Bulk/B2B Orders: We provide customized logistics solutions (e.g., sea freight, dedicated lines) and can assist with export documentation. Delivery times and costs will be confirmed individually.
• Pre-order/Customized Products: Shipping dates will follow the estimated dispatch timeline provided on the product page or in your order confirmation.

6. Receipt & Inspection

• Recommended On-site Inspection: Please check the outer packaging for significant damage before signing. If any issues are found, you may refuse delivery, take photos as evidence, and contact our customer service immediately.
• Issue Reporting: If you discover transit-related damage after receipt, please contact customer service within 48 hours with photo/video documentation. We will resolve the matter promptly.

1. Return Eligibility

• Timeframe: Items may be returned within 30 days of the delivery date.
• Condition Requirement: Products must be unused, undamaged, and returned in their original packaging with all accessories, manuals, and tags included.
• Non-returnable Items:
  • Customized or personalized products
  • Products damaged due to misuse, modification, or unauthorized repair
  • Sealed consumables (e.g., batteries, lubricants) once opened

2. Return Process

1. Request Authorization: Contact our customer service team via email or the contact form to obtain a Return Authorization Number and instructions. Returns without prior authorization may not be accepted.
2. Pack Securely: Repackage the item securely in its original packaging, including all components.
3. Ship with Tracking: Ship the return using a trackable carrier. We recommend insuring the package as you are responsible for it until we receive it.

3. Refund Processing

• Inspection Period: Refunds will be processed within 5-10 business days after we receive and inspect the returned item.
• Refund Method: Refunds will be issued to the original payment method. Processing times by banks or payment providers may vary.
• Deductions: Original shipping fees are non-refundable. For returns not due to our error, return shipping costs will be deducted from the refund amount.

4. Exchanges

• For Defective/Wrong Items: We will cover shipping costs for exchanges of defective products or incorrect shipments. Please contact us immediately upon receipt.
• For Size/Model Changes: Contact us within 14 days of delivery. You will be responsible for return shipping and any price differences.

5. International Returns

• Additional Notes: International customers are responsible for all return shipping costs and any applicable customs fees/duties.
• Refund Amount: Refunds for international orders will be for the product cost only, excluding original shipping and any import taxes paid.

6. Warranty Claims

• Products covered under warranty should follow the warranty claim process, not the standard return process. Please refer to the warranty terms included with your product or contact our support team.

7. Contact for Returns

• Email: info@aosugear.com (Recommended)
• Online Form: Contact Us page
• Response Time: We aim to respond to return inquiries within 1-2 business days.

Note: This policy does not affect your statutory consumer rights under applicable local laws.