Shipping Policy

Thank you for shopping with SuperGard. Please read our Shipping Policy carefully before placing your order.

1. Order Processing Time

Orders are usually processed within 1–5 business days after payment is confirmed.

Processing time may vary during holidays, promotional periods, peak seasons, or when additional order verification is required.

Please note that order processing time is separate from shipping time.

2. Shipping Destinations

We offer shipping to selected countries and regions.

Available shipping destinations, shipping methods, and shipping fees will be displayed at checkout based on your shipping address.

If your country or region is not available at checkout, please contact us before placing your order.

3. Shipping Methods and Delivery Time

Delivery time depends on the destination country, shipping method, customs clearance, and local logistics service.

Estimated delivery time is usually:

• Standard Shipping: 7–15 business days

• Express Shipping: 3–7 business days

Please note that delivery times are estimates only and are not guaranteed. Delays may occur due to customs inspections, holidays, weather conditions, logistics delays, incorrect address information, or other circumstances beyond our control.

4. Shipping Fees

Shipping fees are calculated and displayed at checkout before payment.

Shipping fees may vary depending on the destination, package weight, shipping method, and promotional offers.

Original shipping fees are non-refundable unless the issue was caused by our error.

5. Order Tracking

Once your order has been shipped, we will provide a tracking number by email or message.

Please allow 1–3 business days for the tracking information to update after the tracking number is issued.

If your tracking information has not been updated for several days, please contact us and we will help check the shipment status.

6. Customs, Duties, and Taxes

For international orders, customs duties, taxes, import fees, or other charges may be required by the destination country or region.

These fees are not included in the product price or shipping fee unless clearly stated at checkout.

Customers are responsible for any customs duties, taxes, import fees, or related charges required by their local customs authorities.

We are not responsible for delays caused by customs clearance.

7. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

SuperGard is not responsible for failed delivery, delayed delivery, lost packages, or additional shipping costs caused by incorrect or incomplete address information.

If you notice an error in your shipping address, please contact us as soon as possible.

Once an order has been shipped, we may not be able to change the shipping address.

8. Lost, Delayed, or Returned Packages

If your package is delayed, lost, or returned due to logistics issues, please contact us and we will assist you in checking with the shipping carrier.

If a package is returned to us because of an incorrect address, failed delivery attempt, refusal to accept the package, or unpaid customs fees, the customer may be responsible for reshipping costs.

We are not responsible for packages that are marked as delivered by the carrier but are lost, stolen, or misplaced after delivery.

9. Damaged Packages

If your package arrives damaged, please contact us within 7 days of delivery.

Please provide your order number and clear photos or videos of the damaged package and product.

Once verified, we will help arrange a suitable solution according to the situation.

10. Order Cancellation Before Shipping

If you wish to cancel your order, please contact us as soon as possible.

Orders can only be cancelled before they are processed or shipped. Once an order has been shipped, it cannot be cancelled and must follow our Return & Refund Policy.

11. Contact Us

If you have any questions about shipping or delivery, please contact us:

Email: chris@water-matt.com
WhatsApp: +86 195 7683 1604

We will do our best to assist you as quickly as possible.