Before placing your order, we recommend reviewing our shipping policy. If you still have questions, feel free to reach out to us at support@mellowte.com — we’re happy to help!
1. Shipping Carriers
We partner with a range of carriers, including USPS, OnTrac, YunExpress, Yanwen Express, SDH Express, and others. The choice of carrier depends on your location and the product being shipped. While we do our best to ensure timely delivery, we are unable to accommodate individual requests for specific carriers.
Please note: We are responsible for processing and shipping your order on time using the selected carrier. However, delays caused by external factors like holidays or extreme weather conditions are outside our control. Rest assured, we’ll assist you as much as possible if any issues arise.
2. Business Days
Business days are Monday through Friday, excluding weekends and U.S. federal holidays.
3. Processing Time
Orders typically take 3–5 business days to process before shipping. This timeframe may vary depending on the specific product(s) ordered.
4. Estimated Delivery Time
Most orders are delivered within 12–17 business days after shipping. Delivery times are estimates provided by the carriers. Occasionally, deliveries may arrive earlier or be delayed due to holidays, natural disasters, or customs processing.
All shipments include tracking, so you can monitor the status of your package.
5. Shipping Rates
Shipping costs are calculated based on your location and the number of items in your order:
- $5.99 for the first item
- $1.99 for each additional item
6. International Shipping
We offer worldwide shipping, but we do not currently ship to APO/FPO or P.O. Boxes.
7. Tracking Your Order
Once your order ships, we’ll send you a confirmation email with a tracking number and link.
If you created an account during checkout, you can also track your order in the “My Account” section on our website. Please note: Guest checkouts do not provide account access for tracking.
8. Lost Packages
If your package is lost in transit, please contact us within 4 days of the estimated delivery date. We’ll cover the cost of a replacement order, but may first ask you to:
- Confirm the shipping address
- Check with your local post office
If tracking shows the package was delivered but you haven’t received it, contact us immediately for support. We’ll guide you through the steps to resolve the issue.
9. Incorrect or Undeliverable Addresses
If an incorrect address was provided at checkout, the customer is responsible for the shipping error. Most often, the package is returned to us. When this happens, we’ll notify you and you can choose to:
- Pay for reshipping
- Provide an updated address
Re-shipping fees:
- $7 per item for U.S. addresses
- $10 per item for international addresses
If the package is not returned to us, a new order will need to be placed.
10. Return to Sender
If your package is returned due to an undeliverable address, unclaimed delivery, or customs refusal, we’ll contact you once it arrives back at our facility. You can then choose whether to reship (fees apply) or take other steps.
11. Package Marked Delivered, But Not Received
If your tracking number shows “delivered” but you didn’t receive your order, please contact us right away. In many cases, packages are found in unexpected places (porch, garage, neighbor, etc.). Also check with your carrier for specific delivery notes.
We’ll do our best to help resolve these cases quickly.
12. Damaged or Defective Items
If your order arrives damaged or is defective, send us a photo at support@mellowte.com. We’ll arrange a replacement or issue a refund based on the issue.