Shipping Policy
This Shipping Policy applies to orders placed through jademugs.com. We provide worldwide shipping services and aim to make shipping coverage, fees, delivery time, tracking, customs, and delivery responsibilities clear before you place an order.
1. Shipping Coverage
We provide worldwide shipping services, including delivery to Germany, Europe, and other international regions where carrier service is available. Shipping availability may vary depending on destination address, carrier coverage, customs requirements, local regulations, remote-area restrictions, or logistics limitations. If a destination cannot be served, we may contact you for an alternative solution or cancel and refund the affected order.
2. Order Processing Time
Orders are normally processed within 1–4 business days after successful payment confirmation. Business days do not include weekends or public holidays. Processing time is separate from shipping transit time. During peak seasons, holidays, promotional periods, severe weather, inventory review, payment verification, or unexpected logistics delays, order processing may take slightly longer.
3. Shipping Fees and Free Shipping
Shipping fees are based on the delivery region and will be shown at checkout before payment is completed. For orders shipped to Germany, the shipping fee is EUR €4.99, and free shipping is available for orders of EUR €89 or more. For orders shipped to other European regions, the shipping fee is EUR €12.99, and free shipping is available for orders of EUR €129 or more. For orders shipped to other regions worldwide, the shipping fee is EUR €16.99.
4. Estimated Delivery Time
Estimated delivery time depends on the destination, carrier service, customs clearance, local delivery conditions, and package routing. Orders shipped within Germany are generally delivered within 5–9 business days after dispatch. Orders shipped to other European regions are generally delivered within 7–14 business days after dispatch. Orders shipped to other international regions are generally delivered within 10–20 business days after dispatch. Delivery times are estimates only and may change due to carrier delays, customs delays, holidays, weather, or local delivery conditions.
5. Logistics Carriers
We work with third-party logistics carriers and delivery partners to complete shipment and final delivery. Depending on the destination, package size, shipping route, and service availability, your order may be handled by DHL, Deutsche Post, DPD, GLS, Hermes, UPS, FedEx, local postal services, regional courier partners, or other logistics providers. The final carrier may be selected based on the most suitable route available at the time of dispatch.
6. Tracking Information
After your order has been shipped, tracking information will be sent to the email address provided at checkout when available. Tracking details may take 48–72 hours to update after the package is handed over to the carrier. If tracking does not update immediately, please allow additional time for the carrier system to scan and display shipment movement.
7. Delivery and Signature
Please make sure your shipping address, phone number, email address, postal code, apartment number, and delivery details are correct before placing your order. Some packages may require a signature upon delivery depending on the carrier, destination, order value, or local delivery rules. If delivery fails because the address is incorrect, incomplete, refused, or unavailable for receipt, additional shipping fees, return fees, or reshipment fees may apply.
8. Damaged, Lost, or Problem Packages
If your package arrives damaged, has missing items, or shows signs of delivery problems, please contact us within 48 hours after delivery. Please provide your order number, clear photos of the damaged item, photos of the outer packaging, photos of the shipping label, and a brief description of the issue. We will review the information and work with the carrier where necessary. After verification, we may offer a replacement, refund, or another reasonable solution.
9. Customs, Duties, and Import Taxes
For orders shipped within Germany, no customs duties or import taxes apply. For orders shipped to other European Union destinations, customs duties generally do not apply, but VAT or other local charges may apply where required by law. For orders shipped outside Germany or outside the European Union, customs duties, import taxes, VAT, brokerage fees, or other local charges may be charged by the destination country, customs authority, or carrier. These charges are the responsibility of the customer unless otherwise required by law. We are not responsible for delays caused by customs inspection, customs clearance, unpaid duties, or local import requirements.
10. Contact Information
If you have any questions about shipping coverage, delivery time, tracking updates, customs issues, damaged packages, or address corrections, please contact us through support@jademugs.com. You may also reach us by phone at +49 40 8306262 or by mail at Datumer Chaussee 233 a, 25421 Pinneberg, Germany. Please include your order number when contacting us so we can review your order more quickly.