We want delivery to be the easy part of your shopping experience. This page explains how we ship, how to return something, and how we issue refunds. If anything is unclear, our support team is one email away.
1. Overview
All orders are packed at our fulfillment center and handed off to a trusted local courier. We source products from verified factories in China, which means some orders consolidate at a regional hub before final-mile delivery. You will receive an email with tracking information as soon as your order ships.
2. Where we deliver
- Domestic: all major cities and most sub-district areas.
- Remote areas: some rural or restricted ZIP/postcodes may incur an extra fee or take longer — we will let you know at checkout if your address is affected.
3. Delivery times
Delivery times shown at checkout are estimates, not guarantees. Things that can affect timing include weather, customs clearance, holidays, and address verification.
- Domestic (in-stock): typically 3–7 business days.
- Domestic (preorder / personalized): typically 7–14 business days.
4. Shipping fees
- Shipping fees are calculated by destination and order weight and shown before you confirm your order.
- Free-shipping promotions apply only when explicitly advertised and may have conditions (for example, minimum order value or specific regions).
5. Order tracking
Once your order ships, we send you a tracking link by email and SMS (where applicable). You can also view the latest status from your account under My orders.
If tracking has not updated for more than 5 business days, please contact us and we will open an investigation with the carrier.
6. Cash on delivery
- Pay the courier in cash when your order is delivered. Please have exact change ready when possible.
- For COD orders, the courier may ask for a valid phone number to confirm identity at the door.
- Repeated failed deliveries or chargebacks may result in your account losing COD eligibility in the future.
7. Address changes
You can change the delivery address on an unshipped order from your account or by emailing us. After an order has shipped, we cannot guarantee that the carrier can reroute it — but we will do our best to help.
8. Failed delivery attempts
If the courier is unable to deliver (no one home, address unreachable, refusal to pay COD, etc.), the order is returned to our warehouse. We will reach out to arrange redelivery or a refund. Re-shipping fees may apply.
9. Returns
- Return window: 3 days from the date you received the order.
- Condition: items must be unused, in their original packaging, with all tags and accessories included.
- How to start a return: email sinomart.xyz@gmail.com with your order number and reason. We will send you a return authorization and instructions.
- Return shipping: free for damaged, defective, or wrong items. For change-of-mind returns, the return shipping cost is deducted from your refund unless otherwise stated.
10. Refunds
- Once we receive and inspect your return, we issue the refund within 5 business days.
- Refunds for cash-on-delivery orders are issued by bank transfer or store credit, depending on your preference.
- Refunds for online payments are issued to the original payment method — banks may take an additional 5–10 business days to display the credit.
11. Exchanges
We do not offer direct exchanges. If you need a different size, color, or product, please return the original item for a refund and place a new order. This is the fastest way to get the right item, especially for limited-stock products.
12. Damaged, defective, or wrong items
We are sorry if that happened. Please email us within 3 days of delivery with:
- Your order number.
- Photos of the item, the packaging, and the shipping label.
- A short description of the issue.
We will arrange a free return (or pickup) and send a replacement or issue a full refund — whichever you prefer.
13. Need help?
Our support team is happy to help with any shipping or return question. Email sinomart.xyz@gmail.com or visit our Help Center.