Effective date: October 19, 2026

EKIY ships internationally where service is available. The destination, carrier, customs process, and local delivery practices can affect the delivery experience. The options and estimates shown at checkout apply to the particular order.

1. Order Processing

Most orders are prepared for shipment within 1–2 business days, not counting weekends or public holidays. Processing may take longer if the address needs verification, a payment or security review is required, or an order is flagged for additional risk checks. We may contact you for clarification before shipping.

2. Shipping Services and Estimates

Standard Shipping

Free standard shipping is offered to most destinations. The estimated transit time is 5–15 days, depending on destination, customs processing, and local delivery conditions.

In many regions, duties and taxes are prepaid for this service. However, local rules or carrier requirements may occasionally result in charges being requested at delivery. Where tax-included shipping is not available, checkout may show express options only. Service may be unavailable in locations affected by conflict or transport restrictions.

Premium Express

Premium Express is listed at USD $32 with an estimated transit time of 5–7 business days, depending on destination and customs clearance. The carrier may be DHL, FedEx, or a comparable express provider.

Tracking may take 3–4 days after dispatch to begin showing updates. The shipping fee appears at checkout. This option is not tax-included; the recipient must pay any customs duty, VAT, or clearance charge assessed locally. We cannot calculate those charges in advance.

EU Tax-Included Express

Selected European destinations may receive a complimentary upgrade to EU tax-included express, with an estimated delivery time of approximately 5–10 days and duties and taxes prepaid.

Eligible destinations may include France, Luxembourg, the Netherlands, Germany, Belgium, Italy, Spain, Austria, Ireland, Portugal, Slovenia, Latvia, Romania, Greece, the Czech Republic, Bulgaria, Croatia, Slovakia, Estonia, Hungary, Lithuania, Poland, Finland, Sweden, and Denmark. Availability can change with logistics conditions.

If customs documents such as an invoice or receipt are needed, contact support@ekiy.shop.

3. Delivery and Signature Practices

A signature on delivery or delivery only to the named recipient is not available with every service. Depending on local carrier practices, a parcel may be left in a safe place, handed to a neighbor or building reception, placed in a mailbox or parcel locker, or delivered to another location treated as secure by the carrier.

4. Tracking Says Delivered but Parcel Is Missing

First check with household members, neighbors, reception, building management, and shared delivery areas. Then contact the local carrier to ask where the parcel was left and cooperate with its investigation.

Once the parcel reaches your country, contact the carrier promptly to arrange delivery or pickup if those options are available. We can provide tracking details and local carrier information when available. Investigations may take 3–10 business days because of time zones and language limitations.

5. Possible Replacement for a Delivered but Missing Parcel

At our discretion, we may consider sending one replacement if tracking confirms delivery to the correct address but you report that you did not receive it. This is not automatic.

You must cooperate with the investigation, provide credible supporting evidence (such as a police report, carrier case number, building management confirmation, or relevant camera footage), and provide a secure address for any replacement.

We will review the original case before deciding. If you do not contact the local carrier or provide requested records, we may be unable to approve a replacement, refund, or exception.

6. Changes After Dispatch and Order Tracking

Once an order has shipped and a tracking number has been issued, cancellation, address changes, and order modifications are generally unavailable. Contact us as early as possible if information needs correction before dispatch.

Tracking is available through the number provided in your shipping confirmation email. Updates commonly begin within 1–3 days after shipment, though some carriers take longer. Your customer account may also display order tracking progress.

7. Customs, Duties, and Taxes

Import duty, VAT, customs handling fees, or other charges may apply depending on the destination and shipping option.

The recipient is responsible for understanding local import rules, supplying documents requested by customs or the courier, and completing required clearance steps. Missing information can lead to delays, storage fees, return, or destruction at the recipient’s expense. Customers should check local requirements before ordering.

8. Delays

Delivery estimates are not guarantees. Customs inspections, severe weather, canceled flights, holidays, carrier disruptions, strikes, and other events outside our reasonable control may delay an order. We will make reasonable efforts to help and share updates when available.

9. Incorrect Address

You are responsible for entering a complete and accurate shipping address. If an incomplete or incorrect address causes delay, return, or failed delivery, we will contact you for corrected details when possible.

A reshipment may incur additional postage. We are not responsible for losses caused by address details supplied incorrectly at checkout.

10. Items Damaged in Transit

Contact support@ekiy.shop within 48 hours after delivery if an item arrives damaged. Send clear photos of the product, outer packaging, shipping label, and a short description.

After reviewing the evidence, we will determine an appropriate remedy, which may include replacement, partial refund, or other reasonable compensation.

11. Unclaimed, Abandoned, or Lost Shipments

If a parcel is returned because of an address problem, delivery refusal, or failure to follow customs or carrier instructions, reshipping charges may apply.

If a parcel is abandoned or left unclaimed after required clearance, delivery scheduling, or pickup steps were not completed, resulting loss, return, storage, or disposal costs may be deducted from a refund where applicable.

A parcel confirmed as delivered but later lost through theft, insecure delivery, or failure to collect it promptly may not qualify for a refund. Any exception will be reviewed under the replacement process above.

12. Policy Updates and Contact

Placing an order means you acknowledge and agree to this shipping policy. We may revise it periodically to reflect operational, logistics, carrier, or legal changes.

Questions regarding delivery or customs should be directed to support@ekiy.shop.