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Shipping policy

SHIPPING INFORMATION

Where is the item coming from?
Most of our inventory is shipped from our warehouses in China, with a select few items sourced from other distributors, including in the United States. If you order multiple items, they may arrive in separate packages and at different times.

Where do you ship and how much does it cost?
We offer international shipping worldwide. Shipping costs are not included in the product price and will be calculated at checkout.

How long will my order take to arrive?
Orders are processed within 1–2 business days after purchase and shipped the following day. Delivery typically takes 7–15 days to Europe and the United States. Please note that delivery times may be affected by holidays, weather conditions, or other factors, which could cause delays.

Note: If your shipping address is in a remote area or your order contains pure battery products, we may not be able to use dedicated shipping lines. For battery-only items, shipping costs are higher, transit times are longer, and logistics are more complex. We recommend adding more batteries to your order where possible to improve shipping efficiency.

How do I use DHL shipping?
DHL shipping is not available by default. If you would like faster delivery via DHL, please contact us at info@flowstone.com. Please be aware that DHL shipping is significantly more expensive and may incur customs duties, especially for shipments to Europe.

Customs & Regulations
You are responsible for checking your local postal regulations regarding restricted items. We cannot be held liable if your package is not accepted by your country’s customs or postal service.

How can I track my order?
We will send the tracking number to the email address you provided within 1–3 business days after your purchase. You can track your order here: https://www.17track.net/en.

Why can’t I track my order?
Tracking information may take 8–10 business days to appear due to customs processing. If your tracking number is still not working after this period, possible reasons include:

  • The shipping company has not yet updated tracking information

  • The tracking code was entered incorrectly

  • The parcel was delivered some time ago and the tracking record has been removed

If you experience issues, please contact us at info@flowstone.com. We will follow up with the shipping carrier on your behalf and notify you once updates are available.

What if I missed a delivery attempt?
If a delivery attempt was made and you were not home, please contact the courier directly. Typically, the courier will attempt delivery again on the next business day, or you may be asked to pick up the package from their local office.

I ordered multiple items but only received some. Why?
To help reduce shipping costs and minimize potential customs fees for you, we may ship items in separate packages. Please allow additional time for all packages to arrive.

My tracking says “Return to Sender.” What should I do?
If your package is returned to us, please contact us immediately so we can arrange a replacement.

As the recipient, you are responsible for tracking your order and responding to any requests from customs or the courier. If a package is returned to sender or marked as undeliverable due to failure to follow up, provide required documentation, or accept delivery, we will not be able to offer a free replacement or refund. In such cases, you may need to place a new order.

Tracking says “Delivered” but I haven’t received my order.
Please check with your local post office or courier, especially if the package has arrived in your country. For further assistance, contact us at info@flowstone.com. Please note that we are not responsible for packages that are delivered but subsequently lost or stolen.

Delivery
Your local customs office may require additional documentation or processing time, which could delay delivery. Packages are typically delivered by your local postal service and may arrive with your regular mail. If you are not home at the time of delivery, the postal service may leave a notice with instructions on how or where to collect your package.

Will I be charged customs and taxes?
Customs duties and taxes are not included in the product price. As customs policies vary by country and shipping method, we cannot guarantee that you will not be charged additional fees. Any customs duties, taxes, or related charges are the responsibility of the buyer.

Incorrect or incomplete address
Please ensure your shipping address is complete and accurate at checkout. If a package is undeliverable or returned to us due to an incorrect or incomplete address provided by the buyer, the buyer is responsible for covering the cost of re-shipping. Alternatively, if a refund is requested under such circumstances, any associated processing fees will be deducted.