Have Questions on Shipment and Delivery?

I did not receive all of my orders, what do I do?

The GemLightbox and accessories may sometimes be packaged separately and therefore shipped separately.

That being said, should your order be shipped under multiple packages, the tracking numbers will be associated together so you can track your order under the same tracking number.

You can check how your order was split using your tracking information provided to you via email and can contact the courier directly for further assistance with the delivery.

Can I pick up my order?

No, the GemLightbox can only be delivered to the shipping address provided in your order. That being said, deliveries to Hong Kong will only take 1-2 business days.

How long does shipping take?

GemLightbox ships within 3 business days of payment confirmation.

You will be provided with a tracking number within 72 hours of ordering. The item will also come with signature delivery. All delivery times are not inclusive of public holidays and weekends.

Estimated shipping time to North America is 3-5 business days but could take up to 10 business days depending on stock levels.

International shipping will usually take 5-10 business days to arrive, however subject to your country’s customs clearance process and your ability to respond to customs, the delivery time may increase.

In the event of a customs clearance delay, we will contact you via email to assist.

If you have a request for expedited shipping, or specific instructions (e.g. require a delivery to arrive at a certain date), please liaise with our support team or live chat.

Can you deliver to PO Box address?

Our shipping agent can not deliver orders to a PO box address as all of our shipments require a signature on delivery. That being said, please ensure to input your complete non-PO box address when placing an order.

Do you have an overnight/express shipping option?

Currently, we do not offer overnight and express shipping. We will definitely update our delivery options should we include them. Please see more details here of our shipping delivery information.

Can I change my address after placing an order?

Yes, we can update your shipping address if your order has not been shipped out yet.

Where are your warehouse located?

We have several warehouse facilities located in Hong Kong, China, Australia and United States.

When we ship to you, we will ship from the closest available warehouse to your country to minimize shipment time.

Who are your shipping providers?

Depending on your location, our shipping couriers are the following.

About Custom Taxes and Imports

Customs taxes, also known as import duties, are fees levied by governments on goods brought into the country from abroad. These taxes are determined based on the value and type of the imported items and are intended to regulate trade and protect domestic industries.

While we make every effort to ensure that our customers are informed about the potential customs taxes and duties before placing an order as the recipient of the goods, it is also important to be aware of your country's specific regulations and charges related to imports.

Please note that customs taxes and duties are not included in the total price at the time of purchase. Instead, they are typically collected by the customs authorities at the time of delivery or when the goods clear customs. As the importer, you will be responsible for paying these charges to the customs authorities directly.