Delivery Policy
Shipping Policy
Thank you for visiting and shopping at TROVETOY! We are dedicated to delivering our premium stress-relief sensory products directly to your doorstep. Below are the terms, conditions, and guidelines that constitute our international Shipping Policy.
1. Shipping Destinations & Free Shipping
We are proud to offer Free Site-Wide Shipping (No Minimum Order Required) to our selected destination countries:
North America:United States, Canada, Mexico
Oceania: Australia, New Zealand
Asia: Singapore, Vietnam, Thailand, Malaysia
Service Limitation Notice: We exclusively sell and ship to the specific countries listed above. If your destination country is not on this list, we unfortunately cannot process or fulfill your order at this time.
Additionally, our carrier networks cannot deliver to P.O. Boxes, APO/FPO/DPO addresses, or military bases. Please ensure a valid physical residential or business address is provided at checkout to avoid order cancellation.
2. Standard Order Processing Time
To guarantee the highest quality and safety of our sensory toys, every item undergoes a thorough quality control inspection and secure protective packaging sequence before leaving our facility.
Standard Processing Window: Under normal operations, all orders are processed, securely packed, and handed over to our logistics partners within 2–5 business days (excluding weekends).
3. IMPORTANT: National Holiday Processing Adjustments (3-7 Business Days Extension)
Please note that our primary fulfillment center and major international courier hubs operate out of Mainland China.
Holiday Extensions:During Chinese National Legal Holidays, our warehouse operations, factory supply chains, and local logistics networks experience official closures or severe staffing reductions. Consequently, any orders placed immediately before or during these holiday periods will experience an extended processing and dispatch delay of an additional 3 to 7 business days.
Major Holidays Affected: This policy primarily impacts orders placed during major calendar events, including but not limited to:
Chinese New Year / Spring Festival (Typically January or February)
Golden Week / National Day Holiday (October 1st – October 7th)
Labor Day Holiday(Early May)
Global Peak Seasons: Similarly, during global year-end peak shopping seasons (such as Black Friday, Cyber Monday, and Christmas), massive carrier volumes worldwide may cause generalized processing extensions of 2–3 business days.
We highly recommend placing your holiday gift orders well in advance to accommodate these predictable calendar periods.
4. Shipping Location & Estimated Delivery Windows
All orders are fulfilled and dispatched directly from our primary fulfillment warehouse located in Mainland China.
To provide a secure and reliable delivery experience, we collaborate exclusively with top-tier international dedicated commercial line services and premium express networks. Since transit times depend heavily on international flight availability, seasonal customs clearance speeds, and local postal efficiency, we provide the following generalized delivery windows:
Asian Destinations: Estimated 2–3 weeks from the date of dispatch.
North American & Oceanian Destinations:Estimated 3–4weeksfrom the date of dispatch.
Disclaimer: These timeframes are estimates based on standard international transit behavior. Actual delivery dates may fluctuate due to unpredictable external factors such as severe weather, local postal backlogs, or sudden customs administrative delays.
5. End-to-End Tracking Visibility
Every package dispatched from our warehouse features 100% full tracking visibility from our door to yours.
Once your order leaves our facility, a Shipment Confirmation Email containing your unique tracking number will be sent to you automatically.
You can monitor your package’s journey in real-time through standard international tracking aggregators such as [17track.net](https://www.17track.net).
Please allow 24–48 hours after receiving your confirmation email for the tracking status to initially update and activate on the platform.
6. Customs, Duties, and Taxes
Import Responsibilities: Orders shipped internationally may be subject to regional import taxes, customs duties, and brokerage fees imposed by the destination country's government. All such fees are the sole responsibility of the recipient/buyer.TROVETOY has no control over these regional fees and cannot forecast their exact amounts.
Customs Cooperation: Local customs or carrier networks may occasionally contact you via phone or email to verify standard identification or tax details (such as an RFC number for Mexico) to legally release your package. Failure to cooperate with local authorities may result in the package being abandoned or destroyed by customs. Abandoned shipments due to non-cooperation are non-refundable.
7. Remote Area Address Adjustments
While we offer free site-wide shipping, international carrier networks classify certain geographically isolated or rural locations (e.g., deep outbacks in Australia, remote northern territories in Canada, or isolated mountainous regions) as Remote Areas, which carry exorbitant delivery surcharges.
If your checkout address is flagged as a "Remote Area" by our shipping partners, our customer support team will contact you via email prior to shipment.
We will work closely with you to either secure an alternative delivery method or request a non-remote delivery address to ensure successful transport.
8. Address Accuracy & Delivery Liability
Recipient Information: Please double-check your complete shipping address, postal code, and active phone number during checkout. International couriers strictly require a valid phone number to coordinate final delivery.
Address Correction: We cannot modify, recall, or reroute packages once they have left our warehouse. TROVETOY is not liable for lost, stolen, or severely delayed shipments resulting from incorrect, incomplete, or invalid address credentials provided by the customer.
Unclaimed or Refused Packages: If a delivery fails and the package is returned to China or discarded due to the buyer being unreachable, refusing to schedule a re-delivery, or refusing to clear local import processes, the buyer will be responsible for all return shipping costs and disposal overheads.
9. Contact Customer Support
If you have any questions surrounding our international shipping practices, or require specialized assistance tracking an active shipment, please reach out to our dedicated support team:
00001. Email: dorian881002@gmail.com
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)