Shipping policy

Last updated: August 1, 2024. We are continuously optimizing our shipping.

Following are the terms and conditions that constitute our Shipping Policy. In some cases, orders with multiple items are shipped in more than one parcel.  Shipping instructions in the product description have priority over this shipping policy. We are not responsible for filling in incorrect addresses and names. Please ensure the correct address and name (Do not abbreviate!) 

1/20-2/2: Due to the Chinese New Year holiday, the processing time for some products shipped from China will be extended.

For each order, we keep photos or video recordings of the package at the time of shipment (including package contents and the shipping label and customer address!)

Free Shipping on all orders over $69 USD

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All of our products are 100% Authentic, Original & Brand New.

How long for shipment?
Receiving time = Processing time +Shipping time. The processing time is the period of time for an order to be packed, and dispatched to the shipping carrier.

Processing time: Normally 1-3 Business Days  (Except for Quartz Type Fragile Product 4-6 working days & Handpan 3~5 working days)
Estimated Shipping Time: 4-10 Business Days (Small parcel < 8.8lbs/4kg, less than 14 inches in length. Free shipping for most quartz crystal fragile products is 9~15 days (Processing time +Free expedited shipping time). Free shipping on crystal bowls 12-inch and above may take 12-20 days. the carrying case 8-15 days. Expedited shipping is available for an additional shipping fee.) 
The time we are talking about is a business day and may be delayed if we encounter holidays.

North America: 4-9 Business Days (Free Shipping & < 8.8lbs/4kg)
Europe: 4-8 Business Days (Northern Europe 6-10 Business Days) (Free Shipping & < 8.8 lbs/4kg)
Australia/New Zealand: 6-10 Business Days (Free Shipping & < 8.8 lbs/4kg)
South America: 7-12 Business Days (Free Shipping & < 8.8 lbs/4kg) 
Asia: 6-9 Business Days (Shopee shipping carrier)

Free shipping for remote areas or islands may take longer.
Rest of World (Worldwide): 7-25 Business Days. All products(Send by air. Contact us if you would like more specific information.)

Shipping time excludes clearance/customs delays (if applicable). It might take up to 30 days to get delivered to some countries due to the differences in the customs clearance process. 
Free Shipping (For Handpan Drums 22 inches or above. PO BOX address not supported!) :
USA: 6~9 working days;(Please refer to the description of the product you wish to purchase.)  Additional shipping fee (3~6 working days)
Canada: Handpan 10~15  working days;  Additional shipping fee(4~8 working days) 
Australia: 9~15 working days;  Additional shipping fee (4~9 working days); 
New Zealand: 9 ~15 working days;  Additional shipping fee (4~9  working days); 
Europe: 10~16 working days; Additional shipping fee (4~9 working days); 

For delivering successfully, we suggest you leave correct email address, shipping address and mobile number during checkout process.Unsuccessful delivery caused by blank mobile column cannot be compensated.

Misdelivered/Lost packages and PO Boxes :
Our company is committed to providing reliable and timely shipping services to our customers. However, we would like to draw your attention to certain circumstances where we are not liable for misdelivered packages due to incorrect addresses(customer filling error) or shipped to PO Boxes. For any status of the parcel, we rely on the proof provided by the carrier. we are not responsible for lost or stolen packages after they have been delivered to the shipping address provided by the customer. it is 100% out of our company’s control. We strongly recommend that customers provide a secure shipping location to prevent any issues!

Customs & Import Tax (98% of customers are tax-free, we pay the tax.  >10lbs(4kg): UPS, Fedex expedited to Canada, Europe. Customers are responsible for taxes. Parcels larger than 6kg/13lbs to Canada, Europe. Customers are responsible for taxes if inspected. )
Customs is a government agency responsible for regulating shipments entering a country or region. All shipments being sent to and from a country or region must clear customs first. We do not bear any Customs Duty or Tax when it enters the destination country. If the package is shipped back because of the failure of custom duties/taxes payment, we have no responsibility to refund the order.

If you have any question, please contact our customer service department: support@puresmusic.com.