- All in-stock merchandise including acrylic standees, character keychains, limited-edition Hazbin Hotel promo trading cards (PR-05/PR-10/PR21~PR24), Season One Blu-ray discs, Original Soundtrack CDs, Valentine’s Day exclusive collectibles and apparel will be processed within 2–3 business days (Monday–Friday, excluding US federal holidays, Thanksgiving Day, Christmas Day and major shopping promotion holidays) after payment is fully confirmed. Orders submitted on weekends or US public holidays will start processing on the next working business day as required by US Mail Order Rule (16 CFR §435)。
- Pre-order items and seasonal Valentine’s Day limited goods will be shipped following the estimated ship date marked separately on each product listing page; pre-order delivery timeline is approximate and may be delayed by factory production issues out of our reasonable control. Mixed orders containing both in-stock and pre-order products will be held for consolidated delivery unless buyers contact customer service in advance for split shipment, all extra split delivery fees shall be fully borne by customers.
- Purchasers must double-check recipient full name, valid phone number and complete delivery address at checkout. Any incorrect address, invalid contact information or undeliverable PO Box leading to package return, misdelivery or lost shipment will result in all reshipping & return freight costs fully paid by buyers.
2. Shipping Cost & Free Shipping Terms
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Complimentary US Continental Standard Ground Shipping: All domestic US orders with pre-tax subtotal ≥ USD 50 automatically qualify for free standard ground shipping within contiguous United States as permanent store promotional rule。
- Orders below $50: Domestic US standard delivery rate is auto-calculated on checkout page based on package weight & dimensional size (acrylic ornaments and Blu-ray discs require bubble wrap packaging, dimensional weight charges follow official USPS/UPS courier regulations). Expedited/Express courier service is available as optional upgrade with additional premium delivery cost paid by customers.
- International shipments (Canada, UK, Australia and other global regions): All cross-border delivery fees are calculated automatically at checkout per destination country, parcel weight and selected shipping tier. All destination import duties, VAT, customs clearance brokerage fees and local governmental taxes are the exclusive legal responsibility of overseas buyers; our store will not cover any customs-related charges for international orders per US customs rules (19 U.S.C. §1321). If buyers refuse customs payment leading to returned parcels, a 15% restocking fee plus original outbound shipping cost will be deducted from approved refunds.
3. Estimated Delivery Period & Authorized Carriers
- We cooperate with USPS & UPS as our exclusive primary shipping carriers for all merchandise delivery:
- Continental US Standard Delivery: 3–7 business days after warehouse dispatch; Alaska & Hawaii remote regions:7–14 business days
- Global International Standard Delivery:12–30 business days (subject to local customs clearance progress and regional postal logistics arrangement)
- All quoted delivery durations are estimated reference only and not legally guaranteed. Any delivery delay caused by courier operational backlog, extreme natural weather, Black Friday/Christmas holiday shopping congestion, customs detention or force majeure incidents will not qualify customers for store compensation or free reshipment service.
- After parcels are formally handed over to designated courier providers, all risks of package loss, breakage or product damage shall transfer fully from FLOWLAB to purchasers under US commercial trading law.
4. Parcel Tracking & Damaged Goods Claim Rules
- After goods depart our warehouse, an automated shipping confirmation email with unique tracking number will be sent to buyer’s registered email address; customers may track real-time logistics status anytime via official carrier websites.
- For cracked acrylic standees, scratched Blu-ray discs, missing keychains/trading cards upon package receipt: Buyers must submit complete unboxing photos + full unboxing video proof to store customer service within 48 calendar hours after delivery marked on tracking system. After verifying transit damage caused by courier fault, we provide free product replacement or partial store credit refund at our sole discretion. Damage claims will be rejected if required evidence is not submitted within the specified 48-hour window or customers sign parcels without on-site inspection with delivery staff.
5. Return & Reverse Shipping Provisions
- Non-quality return (personal dislike, wrong style/size purchased by customer): Buyers bear full original outbound & return delivery expenses; returned goods must remain unused with complete original retail packaging (no scratch on acrylic surface, intact disc case, unopened trading card packs) to pass store return review.
- Store-error return (wrong item dispatched, factory defective merchandise): FLOWLAB covers all return delivery fees after aftersales team confirms valid defect evidence.
- All limited-edition Valentine’s Day exclusive merch marked Final Sale on product page (limited acrylic standees, exclusive PR-series promo trading cards) are non-refundable & non-exchangeable except confirmed inherent factory production defects.
