Shipping Policy

Last updated: November 1, 2026

Shipping Locations

SimSau ships to all 50 U.S. states and Washington, D.C., including Alaska and Hawaii.

We do not ship to U.S. territories, the Federated States of Micronesia, the Marshall Islands, Palau, or APO/FPO/DPO military addresses.

Orders are dispatched from available warehouses based on inventory availability. Shipment from a U.S. warehouse is not guaranteed. Orders may be shipped internationally.

Order Processing

Orders are typically processed and handed over to the carrier within 1–5 business days, Monday through Friday, excluding holidays.

You will receive an order confirmation email after placing your order. Once your order has been dispatched, we will send a shipping confirmation email with tracking information.

If we are unable to ship within the stated processing time, we will notify you by email with a revised estimated shipping date and provide the option to agree to the delay or cancel the unshipped items for a full refund, as required by applicable law.

Estimated Delivery Times

Standard delivery typically takes 7–15 business days after dispatch, in addition to order processing time.

Delivery times are estimates and are not guaranteed. Carrier delays, customs processing, severe weather, and high-demand periods may affect delivery.

If your order has not arrived within the estimated delivery window, please contact simsau_support@163.com with your order number so we can assist you.

Free Shipping and Import Charges

We offer free standard shipping on all orders within our shipping area. No minimum purchase is required.

Any applicable import duties, import taxes, and customs clearance charges are covered by us. You will not be required to pay these charges upon delivery.

If a carrier requests payment of an import or clearance charge, please contact us before making payment so we can resolve it.

Any applicable U.S. sales tax collected by us will be displayed at checkout before you place your order.

Tracking Your Order

Once your order has been dispatched, we will email you the tracking information.

Tracking updates may take 2–5 business days to appear. If tracking has not updated after 5 business days, please contact us with your order number so we can check the shipment status.

Split Shipments

Orders containing multiple items may be shipped in separate packages and arrive on different days. We will provide tracking information for each package.

You will not be charged additional shipping fees because your order is split into multiple shipments.

Delayed or Lost Packages

If your order has not arrived within the estimated delivery window, email simsau_support@163.com with your order number. We will assist with a carrier investigation.

If the carrier confirms that your package is lost, or it remains undelivered 45 calendar days after dispatch, you may choose:

A replacement at no additional cost; or

A full refund for the undelivered items, including any shipping charges paid for those items.

If a replacement is unavailable, we will issue a refund. Refunds will be made to your original payment method. Your bank or payment provider may require additional time to post the refund.

You do not need to wait 45 days to report a delivery issue.

Packages marked as delivered and delivery issues caused by an incorrect address are handled under the sections below. These procedures do not limit your rights under applicable law.

Packages Marked as Delivered

If tracking shows that your package was delivered but you have not received it, please check your mailbox, delivery location, building reception, and anyone who may have accepted the package.

If you still cannot locate it, contact us with your order number. We will review the available delivery information and assist with a carrier investigation to determine an appropriate resolution.

Address Accuracy and Returned Packages

Please check that your shipping address is complete and correct before placing your order.

If you notice an error, contact us immediately. We will try to update the address before dispatch, but changes cannot be guaranteed once the package has been handed over to the carrier.

If an incorrect or incomplete address you provided causes a package to be returned to us, we will contact you to arrange reshipment or a refund. Any additional reshipment costs will be explained before you decide how to proceed.

If you choose a refund in these circumstances, we will refund the returned items. We will not deduct the original outbound shipping cost from an order that qualified for free shipping.

If we made the addressing error, we will cover the cost of correcting it.

If a package is returned for another reason, contact us so we can review the circumstances and arrange an appropriate resolution.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or not as described, contact simsau_support@163.com as soon as possible with your order number and a description of the issue.

Where possible, include photos or a video of the item and packaging. Please retain the item and packaging until we provide instructions.

We will review the issue and arrange an appropriate replacement or refund at no additional cost to you. We will cover any required return shipping costs.

Returns and Exchanges

For returns and exchanges after delivery, please review our Return & Refund Policy.

Eligible return or exchange requests must be submitted within 30 calendar days after receiving the item. Approved returns must be shipped within 14 calendar days after approval.

For non-quality-related returns, including a change of mind or ordering the wrong size, the buyer is responsible for shipping the item to our designated return location in China.

For defective, damaged, incorrect, or misdescribed items, we cover any required return shipping costs.

Please contact us before returning an item to receive the appropriate instructions.

Contact Us

For shipping questions or delivery issues, email simsau_support@163.com.

We aim to respond within 2 business days, Monday through Friday, excluding holidays.