FAQ
Shipping Information
1. What countries do we deliver to?
We deliver internationally. You can find the list of available locations through the ‘Country’ menu at the checkout page. For any further queries, please contact our customer service team at customerservice@therhetor.co
2. What delivery services are available?
The delivery shall be made to the shipping address as per your order information by our courier partners: GDEX or DHL and its associated partners in the respective countries.
3. What is the shipping rate?
The shipping rate may differ according to each respective country that we are delivering to. You may check the rate during your checkout. We offer complimentary standard shipping for any orders of USD $400 and above.
4. When will my order be shipped?
Orders are typically processed within 2-4 business days of being placed and dispatched according to the priority selected. Please note that processing time and shipping time are separated and we are unable to guarantee same-day processing.
5. How can I track my shipment?
Once your order is shipped, you will receive an email to the tracking number. Your parcel is fully traceable on the courier’s website by using the tracking number received.
6. Do I need to pay for import duties and taxes?
All our prices are excluding taxes. Therefore, the recipient will be held responsible which may be subjected to import duties and taxes that may differ according to each respective country. Please be advised that these charges are levied by the destination country and we do not have control over them. The appointed courier service will notify you of any extra charges or imported duties and taxes. Please note that this might result in delay to the delivery.
In compliance with laws and regulations, we are unable to change the value of orders on commercial invoices. We must adhere to all international import and export laws.
7. What should I do if my order is delayed?
You will be informed as soon as possible if your delivery encounters any delay. However, if the shipping courier causes delays, we kindly suggest you to contact the appointed courier service for any delay or missing issue. If the issue remains unresolved, please get in touch with our customer service team at customerservice@therhetor.co, provide your order number and contact details, and we will try our best to assist you.
8. Can I deliver to a P.O. box or APO/ FPO address?
Unfortunately, we are unable to ship to P.O. box or APO/ FPO addresses.