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Shipping Policy


Package lost during shipping If the package is confirmed lost: Upon receiving a lost confirmation email from your local courier, or After we investigate and confirm the loss with the shipping carrier, We will promptly offer a full refund or replacement—no waiting period required.	Replace or Full Refund
Tracking information didn’t update Standard shipping: over 30 days Express shipping: over 18 days	Replace or Full Refund
Tracking information shows delivered but never received Note: The local carrier will send you an email to prove the loss, pls forward the proof email to us and report it in no more than 15 days.	Replace or Full Refund
Incorrect/incomplete address The package cannot be delivered due to incorrect or incomplete recipient information provided by the customer.s	Reject
Choose the express shipping method without a phone number	Reject
Customer was not home when delivery	Reject
Too many failed delivery attempts	Reject
Customs clearance hold	Reject
Logistics disruptions caused by political unrest/natural disasters risks/military controls/war/viruses etc.	Reject

Remote area issue:

It will take more time to ship to remote areas, some areas maybe need 2-3 months for delivery. We can’t provide any guarantee for remote address delivery. You can go to the shipping company’s official website to check if the address belongs to remote areas or not.

Hot-sell season:

During hot sell seasons (e.g. Black Friday, Cyber Monday, Christmas, etc.) due to the high volume of packages and limited capacity of shipping companies, shipping time may be longer than other times, and shipping costs maybe raise often. We will notify you that on our website and email it to you, pls don’t miss that information.

We will not refund if the package is shipped to the following countries:

Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

We cannot ship to the following countries:

Saint Kitts and Nevis; Antigua and Barbuda (member of the Commonwealth of Nations); Toroke; French Polynesia Western Sahara; Palestine; India; Macedonia; Montenegro; Eritrea; Congo (Kinshasa) Svalbard (Norway); Tokelau; Zanzibar (Tanzania); Bouvet Island (Norway) British Indian Ocean Territory; French Southern and Antarctic Territories; Heard Island and McDonald Islands (Australia) Åland Islands; Saint Barthelemy (France)

Tax/VAT issue:

This is a seller’s responsibility as each country has different Custom Duties and Laws of Taxation.

In the event that a customer refuses to pay taxes or duties owed upon the order’s arrival in the destination country, POPCUSTOMS will not reship or refund the order.

We help sellers deal with VAT issues for EU orders. When your orders ship to the EU, our website system will automatically charge you VAT when you check out.

If you have your own VAT/IOSS number, please add it to the order note. We will refund the VAT cost to the wallet of your account at POPCUSTOMS after order delivery. ( Since we can’t verify your VAT/IOSS, so we are not responsible for the delay or can’t delivery caused by your VAT/IOSS problem, and refund the VAT/IOSS cost till the order delivery）. If you are Etsy sellers and want to use Etsy’s VAT number, please turn on this button after your order sync to POPCUSTOMS,

That’s all.

📢❗Updates on EU Shipping & Dragon Boat Festival Holiday

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Dear Partners & Friends,

We hope this message finds you well! We would like to inform you of some important updates that may impact your orders in the coming days.

1) Dragon Boat Festival Holiday (May 31st – June 2nd): Please note that our team will be on holiday from May 31st to June 2nd for the Dragon Boat Festival. During this time, there may be a 1-2 day delay in production and shipping. You can continue placing orders as usual, and we will ensure they are processed promptly once the holiday is over.

2) Shipping Restrictions on Volume-Weight Heavy Products to Europe: Due to stricter shipping regulations from our shipping company, there will now be additional restrictions on Volume-Weight Heavy Products being shipped to European countries (Italy, France, Germany, Spain, Austria, Sweden, Netherlands, Finland, etc.), along with the existing limitations for US shipments. This may result in shipping fee increases of $14-$22 depending on the destination and product weight.

3) Action Required for Orders with “Cannot Ship to US/EU” Products: If you are ordering products with a “Cannot Ship to US/EU” label, please select [bulk shipping] when placing your order. After submitting the order, kindly contact our customer service team with your order number. We will update your order status and pricing, and once payment is received, production will proceed as usual. It’s essential to submit the order first to allow us to update the details.

Thank you for your understanding and continued support!

Stay in Touch！
business@popcustoms.com

📢⚠Important Updates: Tariff Adjustments & Shipping Policy Changes

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Dear Partners & Friends,

We are making a few important updates regarding recent tariff adjustments that will take effect today (May 16th, 2025). Please review the details below:

Shipping Rate Adjustment
For U.S. orders, standard shipping rates will be reduced by $2, express shipping cost remains the same. Please note that our product prices already include the product cost + standars shipping fees to the US. This means the new price displayed on the website will reflect a $2 reduction directly.

Tax Fee Adjustment
For U.S. orders, the tax rate will now be 10%, down from 20%. For example, a $10 product with tax will now cost $11 (previously $12).

Canada Shipping Update
Due to potential postal strikes in Canada (starting May 22nd, 2025), orders shipped to Canada with a PO Box address will no longer be processed for now. Please ensure that the shipping address does not include a PO Box. If there’s any update with this, we will notify you.

Restricted Products – U.S. Orders
The restrictions on certain products for U.S. shipments remain in effect. If you encounter any issues while placing an order, please contact us, and we will assist you with order processing and production.
Detailed List of Affected Products

Thank you for your continued partnership!

Stay in touch!

business@popcustoms.com

📢❗Important Notice: Embroidery Products Discontinuation

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Dear Partners & Friends,

Due to an issue with our embroidery machines, we will be discontinuing all the embroidery products on our website, including hats, shirts, and other embroidered items, effective May 8, 2025.

Please ensure to update the products synced to your store in a timely manner to avoid any order issues. Once these products return to production, we will notify you soon.

We appreciate your continued support and understanding. Should you have any questions or need assistance, feel free to reach out to us.

Stay in touch!
PopCustoms Team (business@popcustoms.com)

📢Notice on Production and Shipment for 2025 Labor Day Holiday

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Dear Customers and Partners,

We would like to inform you of our upcoming holiday schedule for the 2025 Labor Day holiday:
Our office will be closed from May 1st to May 5th. During this time, our customer service team will be available, but there may be delays in response times. Your patience is greatly appreciated!

Due to the holiday, there will be a 4-5 day delay in order production and shipping. Thank you for your understanding and support.
Orders can still be placed as usual, and we will process them promptly after the holiday.

We apologize for any inconvenience these delays may cause and appreciate your patience and understanding during this time.
If you need tracking numbers for your orders, please feel free to contact us, and we will provide them as soon as possible.

Thank you for your continued support!

Stay in touch!
business@popcustoms.com

📢⚠️Important Shipping & Customs Update Effective April 21st, 2025–Please Read Carefully

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Dear Partners & Friends,

We want to notify you about important updates regarding shipping costs, duties, and product restrictions that will take effect starting April 21st. Please read the details carefully to ensure smooth processing of your orders.

⚠️Please note, these adjustments only affect orders shipped to U.S. addresses. Orders shipped to other countries/regions are not affected and can be placed and delivered as usual.

1）Shipping Cost Increase: Due to rising shipping costs from all shipping companies, starting April 21st, the cost of all orders shipped to U.S. addresses will increase by $1 to $2 to account for shipping adjustments. Please take note of this change when placing your orders.

2）Duties and Taxes: With the expiration of Section 321 Tariff (T86) exemptions and the new 245% Trump Tariff , we are now implementing a 20% “Prepaid Duties & Taxes” charge for all orders shipped to U.S. addresses, starting April 21st.

For example, if a product like Handbag costs $17, the additional prepaid fee will be $3.4, and the increased shipping will be $2. This results in a total new price of $22.4.

True-up Settlement Policy:

Overpayment: If the actual duties and taxes are higher than the prepaid amount, we will refund the difference to you.

Underpayment: If the actual duties and taxes are lower, we will contact you for the difference.

Please check the amounts carefully when placing your orders, and ensure that your contact information is up to date.

Please stay in touch with us to receive the latest updates and avoid any delays in order shipping.

⚠️Special Notice for Volume-Weight Heavy Products: Orders placed on April 22nd (CST) for heavy volume-weight products will be paused for production and will not be shipped. We will issue a refund for these orders. Please keep an eye on your email and other contact methods for updates.

3）Restricted Product–U.S. Orders: Certain products cannot be shipped to U.S. addresses due to high shipping costs (volume-weight heavy products). Please review and update the affected products in your store as soon as possible:

Please make sure you check this Detailed List of Affected Products and all shoes products will be affected as well!

All Shoes: Orders will be shipped without shoe boxes. If you agree to this arrangement, please contact us, and we will enable this option for you.

Other products with High Shipping Costs (e.g., some bags, 40oz tumbler, clocks): Please contact us to confirm the latest shipping rates for these items.

Accessory Products (Shoe Boxes): Products like custom shoebox are also restricted for U.S. shipping due to their large size and high volume-weight shipping costs.

If you have any questions or need further assistance, please don’t hesitate to contact our customer service team.

We appreciate your understanding and cooperation.

Best regards,

PopCustoms Team

business@popcustoms.com

📢❗Important Update: Discontinuation of 7 Flag Products

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We regret to inform you that, due to stock limitations, we will be discontinuing 7 flag products from April 11st, including 1 Car Flag and 6 Garden Flags.

We understand that these changes may impact your store, and we sincerely apologize for any inconvenience caused.

Please review the full list of discontinued items here to stay updated:

Discontinued Products 0411

We’re actively working on introducing new products to better support your business. In the meantime, don’t miss our Latest Arrivals and Special Offers!

Thank you for your understanding and continued support.

Stay in touch!
business@popcustoms.com

📢❗Important Notice: CPSC Certification Requirement

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Dear Partners,

We have recently noticed that some of our customers in the U.S., Canada, and the U.K. are requesting CPSC (Consumer Product Safety Commission) certification for children’s clothing and pajamas. This certification is required to avoid potential customs issues, particularly on platforms like Amazon. While not every shipment is flagged, there is a risk of delays if selected for inspection.
CPSC certification is issued after testing by approved third-party laboratories, resulting in a Children’s Product Certificate (CPC) that ensures compliance with safety standards. Our children’s clothing and pajamas do not currently have this certification.

Key Points:

A) If you require this certification, we are currently unable to provide it for childern’s clothing and pajama. However, we will notify you immediately if we obtain this certification in the future.

B) If products without this certification are selected for inspection, they may be returned or destroyed. In such cases, POPCUSTOMS will cover the loss and offer a solution, such as reshipping or a refund.

C) If the shipping company contacts you and requests payment for release, please reach out to our customer support team at support@popcustoms.com. We will assist in resolving the issue as quickly as possible.

Thank you for your understanding and continued trust in us.

Best regards,

POPCUSTOMS Team