Have Questions on Shipment and Delivery?

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

The GemLightbox and accessories may occasionally be packaged and shipped separately.

If your order is dispatched in multiple packages, the tracking numbers will be sent to you so you can monitor all shipments under the same order.

You can check how your order has been split using the tracking information provided in your confirmation email.

Once your shipment has been cleared from customs, you may also contact the couriers directly to for an update on the shipment status.

Can I pick up my order?

No, the GemLightbox can only be delivered to the shipping address provided in your order.

How long does shipping take?

Orders are normally processed and dispatched within 1–3 business days after purchase.

Once your order has been dispatched, delivery typically takes 12–15 business days.

Delivery times may vary depending on the destination, local courier conditions, customs clearance, and peak shipping periods.

In some countries, deliveries may take longer than 15 business days due to customs inspections or local logistics constraints.

As these factors are outside of our direct control, we do appreciate your patience and understanding during such delays.

Why does my tracking information stay on 'Label Created'?

After dispatch, tracking information may initially show “label created” or limited movement.

For international shipments, particularly where duties and taxes are prepaid, tracking updates often only appear once the parcel reaches the local delivery partner in the destination country.

During transit and customs clearance, it is normal for tracking to show minimal or no updates.

This does not indicate an issue with your shipment and simply means that the parcel has not yet cleared customs.

If you have any questions regarding your shipment, please contact our support team at support@picupmedia.com.

Can you deliver to PO Box address?

Our shipping agents do not deliver orders to a PO Box address to minimise risk of damage and mishandling in the process of delivery.

Please ensure that you provide a complete, non-PO Box address when placing your order to avoid any delays or delivery issues.

What is shipment via DDP?

Delivered Duty Paid (DDP) is an international shipping term defined under the Incoterms rules (International Commercial Terms). For countries where DDP is available, we may use this shipping method to ensure a smoother delivery experience.

With DDP, goods are cleared through customs, and all duties and taxes are fully paid before delivery.

This means you will not need to handle customs paperwork or pay additional fees upon receipt of your order.

Please note that deliveries via DDP may take longer than standard shipping, with shipping times potentially extended by up to 21 days.

Do you have an overnight/express shipping option?

Currently, we do not offer overnight and express shipping.

Can I change my address after placing an order?

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

If you have any questions regarding your shipment, please contact our support team at support@picupmedia.com.

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.

International Duties, Taxes, and Customs Clearance

Most international orders are shipped with duties and taxes prepaid, where applicable.

This means that in most cases, customers do not need to handle customs payments or manage the clearance process themselves.

While deliveries typically proceed without any action needed, there are cases in certain regions where customs authorities or local couriers may request additional information to complete clearance or delivery, depending on local regulations and import requirements.

If you receive a request from customs or the courier, please contact our support team promptly.

Our team will assist you with the necessary steps and help ensure your order is delivered as smoothly as possible.

Peak Period Notice

During promotional periods, public holidays, or peak shipping seasons, deliveries may take longer than usual due to higher order volumes and courier capacity constraints.

We appreciate your patience and understanding during these periods.

Need More Help?

If you have any questions regarding your shipment, please reach out to our team at support@picupmedia.com