FAQ

1. Payment Methods

1. Credit Cards, PayPal, PayPal Express Checkout and Google Pay are accepted for all standard orders.
2. For custom-made items or out-of-stock special products, we can send you a PayPal invoice, payable via credit card or PayPal account.

2. Shipping & Delivery Policy

2.1 Couriers & Transit Times

• Our partnered carriers: DHL, UPS, FedEx, EMS and Hong Kong Post. DHL is our primary shipping service.
• Express Shipping (DHL/UPS/Fedex): Door-to-door delivery takes 5–7 working days globally. Please allow an overall buffer window of 4–10 working days in total. A tracking number will be issued to you once your order is dispatched.
• Liquids, powders and restricted hazardous goods can only be shipped via Hong Kong Post, with an estimated delivery time of 10–18 working days.

2.2 Delivery Coverage

We ship to more than 30 countries worldwide. You may check delivery availability for your region directly on the checkout page.

2.3 Separate Shipment Rule for Liquids & Restricted Goods

Classified restricted items: liquid ink paste, ink cinnabar seal paste, watercolor paints, ink sticks (containing carbon powder), seal carving knives.

1. If your order contains both regular goods + liquid products and you select Express Shipping: regular goods will be sent via international express service, while liquid goods will be shipped separately by Hong Kong Post.
2. If your order contains both regular goods + liquid products and you select Economy Shipping: all items will be split into separate parcels and delivered via Hong Kong Post.
3. Shipping fees for liquid goods are already included in product prices. The weight of liquid items will not affect the freight calculation for your regular goods.

2.4 Customs Duties & Taxes

1. We complete customs declarations in strict compliance with official regulations, and parcel detentions at customs have been extremely rare in our historical shipments. Nevertheless, customs policies vary across different countries. All applicable customs duties and import taxes shall be borne solely by the buyer, which is beyond our control.
2. If a parcel is returned due to the buyer’s refusal to pay customs charges: round-trip shipping costs, additional customs administrative fees, plus a 15% restocking fee calculated on your total order amount (including original shipping cost) will be deducted from your refund. The remaining balance will be refunded to your original payment account. We recommend you consult your local customs authority for detailed tax regulations in your country.

3. Returns & After-sales Policy

Returns are only accepted for items damaged during transit or products with manufacturing defects:

1. Time limits: Contact our customer support within 7 calendar days upon parcel receipt, and send the returned items back to our warehouse within 30 calendar days after receiving your package.
2. Return shipping cost: We will cover the return postage for damaged or defective goods.
3. Resolution options: We will send a brand-new replacement after receiving your returned parcel. If the product is out of stock, a full refund will be processed. You will receive an email notification together with the new tracking number for reshipment or refund confirmation.
4. Procedure: Submit your request to customer service with your order number, product information and a clear reason for return, and our team will handle the rest procedures for you.

4. General Inquiries

If your questions are not addressed on this FAQ page, please submit your enquiry via the contact form on our website. Our support team will respond to you as soon as possible.

Email: brushpaper@zohomail.com