01. Shipping Policy Overview

HENZUP™ provides an online shopping service for snow sports equipment, winter apparel, protective accessories, snow gear travel bags and related products.

Our shipping process includes payment confirmation, order preparation, transfer to a delivery carrier and delivery to the address provided by the customer.

The processing and delivery periods described below are separate stages. Delivery times are estimates and can vary due to conditions outside our direct control.

02. Order Processing Time

Orders are normally processed within 1–2 business days after successful payment confirmation.

Processing may include payment review, confirming product availability, preparing products for dispatch, packaging and arranging shipment.

Business days exclude applicable public holidays and non-business days. Orders received during weekends or holidays may begin processing on the next business day.

03. Estimated Delivery to the United States

For customers in the United States, our estimated shipping transit period is 7–15 business days after shipment.

The estimate begins when the parcel has been dispatched, rather than when the order is initially placed.

This timeframe is provided for planning purposes only. It is not a guaranteed delivery date.

Customers planning a ski vacation, competition, snow trip or other time-sensitive activity should allow extra time for unforeseen transport delays.

04. Shipping Destinations

Available shipping destinations are determined by the delivery options presented during checkout.

Some products or parcel sizes may not be eligible for shipping to every destination. Availability may also be affected by carrier restrictions and local delivery requirements.

If you cannot select a delivery service for your address, please contact us before attempting to place your order.

05. Shipping Fees

Applicable shipping costs are displayed during checkout before payment confirmation.

Fees may vary based on package dimensions, order contents, destination and available shipping methods.

Any free-shipping or discounted-shipping offer applies only under the conditions shown during checkout or the relevant promotion.

06. Shipping Confirmation

Once an order has been dispatched, customers may receive an email confirming shipment.

Where tracking information is available from the carrier, it may be included in the shipment confirmation or provided through the corresponding order information.

Please ensure that the email address entered at checkout is accurate and accessible.

07. Tracking Your Order

Tracking information can help customers follow a parcel's movement through the carrier network.

Tracking details may take time to appear after a shipping label has been generated. Some carriers or international routes may not provide continuous tracking updates at every transport stage.

If tracking does not update for an extended period, please contact us with your order number.

08. Correct Shipping Information

Customers are responsible for entering accurate recipient details, street addresses, apartment numbers, postal codes and contact information.

If an address needs correction, contact us immediately. We will review the order status and determine whether a change is possible.

Once a parcel has entered the carrier network, address changes may not be permitted or may require carrier involvement.

09. Large Snow Equipment and Travel Bags

Snowboard travel bags, ski poles and other long or bulky products may require additional packaging or special carrier handling.

Available transport methods can depend on the item's dimensions and shipping destination.

Always review any shipping information provided during checkout before ordering oversized winter sports equipment.

10. Weather and Carrier Delays

Delivery may be delayed by severe winter weather, road closures, transportation disruptions, customs procedures, seasonal demand, incomplete delivery addresses or unexpected carrier circumstances.

Because snow sports purchases are often time-sensitive, customers should avoid relying on the estimated delivery period as a guaranteed arrival date before a scheduled trip.

11. Customs, Import Duties and Taxes

International shipments may be subject to customs review, duties, taxes or other requirements imposed by the destination country.

Whether such charges are included at checkout or are collected separately depends on the shipment and applicable rules.

Customers should review the final checkout information and contact us with questions about available shipping arrangements before placing an order.

12. Failed Delivery Attempts

Some deliveries may require a recipient to respond to a delivery notification or collect the parcel from a carrier location.

It is important to follow carrier instructions and respond to time-sensitive delivery notices.

Undeliverable or unclaimed parcels will be assessed according to the circumstances, applicable carrier processes and consumer law.

13. Delivered but Not Received

If tracking indicates that your parcel was delivered but you cannot find it, please:

• Check the delivery location stated by the carrier.
• Look around reception areas or parcel storage locations.
• Ask household members or building staff if they accepted it.
• Review any delivery photographs or notices.
• Contact our support team if the parcel remains missing.

We may need to investigate the delivery with the carrier before determining the appropriate resolution.

14. Damaged or Incomplete Deliveries

If a package arrives visibly damaged or the contents appear incomplete or incorrect, contact us as soon as reasonably possible.

Please provide your order number, product details and photographs of the packaging and affected items where available.

Retain the packaging while the issue is being investigated when reasonably practicable.

15. Shipping Support and Customer Rights

If your order significantly exceeds the estimated timeframe, contact service@henzup.com or call +86 18818554610.

Customer service hours: 8:00 AM – 10:00 PM Daily.

Nothing in this policy removes mandatory consumer rights or remedies relating to delivery obligations under applicable law.