Shipping policy

Last updated: JUN 19, 2026

 

 

Special Notice for European Union (EU) Customers:

Pursuant to EU Directive 2023/2673, consumers residing within the European Union have a statutory 14-day right of withdrawal (change of mind) from the date of delivery. If you wish to exercise this right, or if you refuse/fail to claim your package due to local import VAT or customs duties, you (the customer) must bear the full direct cost of returning the package back to our facility in Hong Kong. Mobile Garage HK will not provide prepaid return labels or reimburse return shipping costs for these returns. Original basic outbound shipping will be refunded, but return shipping costs will not be covered by us.

Mobile Garage HK provides international shipping from our warehouse in Hong Kong. We strive to ensure timely and secure delivery of all orders. By placing an order with us, you agree to the following terms:

1. Order Processing

Orders are processed within three (3) business days after payment confirmation, excluding weekends and public holidays. A shipping confirmation email with tracking details will be sent upon dispatch.

2. Delivery Time

Estimated delivery time is 9 to 14 business days, depending on destination and customs clearance. Delays may occur during peak seasons or due to unforeseen circumstances.

3. Shipping Methods

We ship via Hongkong Post, SF Express, and FUUFFY, all of which offer tracking services. The courier is selected based on destination, package weight, and delivery efficiency.

4. Free Shipping Eligibility

Orders over USD $150 qualify for free standard shipping.

  • Exceptions: This offer does not apply to certain regions, including Hong Kong, South America, and Mexico.
  • For destinations with suspended airmail services, free shipping will be sent via Surface Parcel (7–10 weeks). Small parcels under 1kg may still qualify for airmail.

5. Pre-order Shipping

Orders containing pre-order items will be shipped once all items are in stock.

If you request separate shipping for in-stock items, additional shipping fees will apply. We recommend placing separate orders if you prefer to receive in-stock items earlier.

*Note for EU Customers: For orders containing pre-orders that are held to ship together, your statutory 14-day withdrawal window starts only from the day you receive physical possession of the final item/package of that specific order.

6. Holiday Shipping Notice

During high-volume periods (e.g. Black Friday, Lunar New Year, Christmas), dispatch times may be delayed. We appreciate your patience and will do our best to ship promptly.

7. Failed Delivery, Abandonment & Responsibility (IMPORTANT)

  • Buyer’s Responsibility: The buyer must provide an accurate shipping address and monitor tracking updates.
  • Abandonment Policy: If a delivery fails due to an incorrect address, failure to claim, inability to contact, or refusal to pay customs duties, and the courier disposes of or destroys the parcel, Mobile Garage HK shall not be held liable. No refund or replacement will be provided.
  • Redelivery Costs: Should the courier permit a redelivery attempt, the buyer is responsible for a redelivery and administrative fee of at least USD $10 (or equivalent currency). This must be settled before reshipping.
  • Returned Parcels & Cancellation: In the event that a parcel is successfully returned to our warehouse:
    • For Redelivery: The buyer must cover both the return shipping cost and the redelivery fee.
    • For Cancellation: Refunds will be processed after deducting: (a) original shipping costs, (b) transaction fees, and (c) a 20% Cancellation Fee of the total order value. (Exception: The 20% Cancellation Fee is waived for EU customers exercising a valid statutory 14-day right of withdrawal, but the customer remains responsible for the return shipping costs to Hong Kong as stated in the EU Notice).
  • Refund Method: You may choose to receive your refund via Shop Credit to enjoy faster processing and potential fee waivers. Please refer to our Refund Policy for details.

8. Shipping Damage & Unboxing Requirement

  • Unboxing Video Requirement: To protect your rights, we strictly require a continuous, unedited unboxing video starting from the unopened shipping box. The video must clearly show the shipping label and the product's condition. Claims without a valid video may be rejected.
  • Visible Damage: If your parcel arrives visibly damaged, please refuse delivery and do not sign the airway bill. The courier will return it to us at no cost, and we will arrange a replacement.
  • Hidden Damage: If damage is discovered after opening, contact us immediately with your unboxing video. Factory defects and minor box wear due to transit are not covered under this policy.

9. Customs, Duties & Taxes

Recipients are responsible for any import duties or taxes charged by their destination country.

*Note for EU Customers: If you refuse or fail to claim the package due to local import VAT/duties, the shipment will be handled under the EU Right of Withdrawal terms. You will be responsible for the direct cost of the return shipping back to Hong Kong.