Shipping policy
Shipping and Delivery
We will process your order immediately upon receiving them.
Shipping time would normally vary between 1-5 working days depending on your region in the world. Since our courier services specialize in US and Asia Pacific shipment, these regions enjoy faster delivery. As for our warehouse order process time, we normally process orders within 24 hours, but again it depends on the queue. When estimating package delivery time, please allow time for credit card approval, address verification and order processing.
Average Total Delivery Time = Order Processing Time (0-2 business days) + Shipping Time (1-3 business days)
You are responsible to prepare proper means to receive your shipment. It is required that you provide your day time telephone numbers where you can be reached when you check out from our shopping cart, so that our international courier service provider can contact you. Saturday and the destination's holidays will not be considered as a regular business day with respect to estimated delivery lead time. We are also unable to arrange for delivery during odd hours. In the event that no one is around when the shipment is delivered during work hours, a postcard will be dropped for you to collect the parcel from a nearby facility within 2 working days. We have agreed with our international courier service providers that they have no obligation to hold any parcel for more than 2 working days and any parcel left unclaimed for 2 working days is to be destroyed and disposed off.
We DO NOT provide any guarantee with regards to the "timeliness" of a delivery. In the event that you consider needing the products urgently but they arrived too late for them to be useful later, we do not hold any responsibility to your personal expectations. They are non returnable nor rejectable.
Our account agreements with the courier service providers do not provide money back guarantee on shipment. For example, if your shipment does not arrive timely, there is NO money back guarantee. You are required to follow our shipment policy instead of the ones provided by the couriers because you are not paying a full fee directly to them for your shipment. In the event that you like to follow the courier's policy and pay a full fee by yourself, please sign up an account with the courier and we can have your shipping costs directly charged to your account.
We ship by air via Fedex and DHL. We reserve the rights to select which courier to use. Using an international courier service to ship provides a more HASSLE FREE experience. It ensures that items get to our valued customers as fast as possible reliably. Normally packages get delivered within 48 hours to USA and within 3 days to any other countries. All packages can be tracked on-line. You will receive via an automated email a tracking number once the parcel is released from our warehouse. Your order may take a longer time to process in the event of insufficient stock, purchases by bulk or orders that require customisation. The delivery time frame stated above is solely for reference. We have the right to advise you on the feasible delivery date based on the circumstances.
Proof of Delivery
We require a proof of delivery and signature of the receiver for all deliveries. It is therefore the responsibility of you to provide proper means of receiving the parcel during work hours on work days (Monday to Friday) at the shipping address provided. For those who prefer to file an authorization of delivery (for example: request package to be left at front door etc.) or make separate arrangements with our air express service provider separately (such as re-routing the parcel etc.), you will bear all extra charges incurred. We will not be responsible for extra charges incurred, any lost or damage. Please be informed that insurance for lost and damage is automatically void once you make separate arrangements with our international courier service provider. All packages that are requested by the consignee to be left at the door front will not be insured against loss and damage.
Change in Shipping Address
It is your responsibility to provide the correct address to ensure no delay to the shipment. A wrong address provided can result in delivery delay and possible re-routing fee and extra handling charges. This include the postal code, the unit number, street number, city, state and country. It can also result in the shipment being destroyed or disposed off if the parcel is left unclaimed because it is our agreement with our international courier service provider that they are not required to hold any parcel for more than 2 working days. You will bear all losses due to any wrong address provided. Please write to order [at] fortunewonder.com with your order number if you intend to make any changes to your delivery address. There will be no charges if your shipment has not been shipped yet. However, once your parcel has been dispatched from the warehouse, please prepare to pay a standard fee of USD5 per airway bill for change to any part of the address. In the event that you change your mind on the delivery address after the shipment has been shipped out, you have to contact us at order [at] fortunewonder.com with your order number. All instructions will need to come from origin to protect against wrong delivery.
Missing Item
It will be an awful experience if an item is missing when a shipment is received. We understand how frustrating it is when this happens. To prevent a human error, our processing team allocates a 3-persons buddy system to pack an order at a packing station. This equals to high accuracy with "zero missing occurrence" where items packed into a shipment will be triple checked. If a customer claims for a missing item, we have a preemptive fool proof system to revisit back on the items at the point of packing. There are four video cameras installed at the packing station to capture and archive everything that was packed into a shipment. Therefore, for genuine cases of missing item, there will be no need for war of words between buyer's words vs seller's words. We have all the facts ready. The customer need not worry that we will not be accountable. We can check back easily on our side to uncover the truth.
If the outer part of the box has been tampered with, we will need an official letter from the customs office or proof of loss in weight from the courier service in order to file for insurance claim.
Buyer fraud - is becoming a growing concern among online sellers. Buyer fraud is a term used to describe the unethical actions of consumers upon or after making a purchase. One of the most common tricks used in buyer fraud is to contact a marketplace or seller, and claim that an item was never delivered after it was has been received. After making a claim, bad buyers are awarded a refund or a replacement by sellers who are not well equipped. Effectively gaining a free product or two items for the price of one. To combat, video recordings and images are great way to know what is inside a shipment and best proof for payment gateway and credit card issuing bank. We take preemptive steps to cover ourselves in case we come across a bad buyer. We reserve the right to ban a bad buyer with such distasteful habit from shopping with us in the future.
Wrong Item Sent
The customer need not worry that we will not be accountable. We can check back easily on our side to uncover the truth.
Lost Shipment
You are responsible to track the flow of your package via a tracking number sent to you via email by our courier after your parcel is being released from our warehouse. However, under unforeseen circumstances, if your shipment go missing and you have not received your order after 10 days, you may contact us at order [at] fortunewonder.com with your order number and we will take appropriate action. However, please take no more than 14 days from the day you order to inform about you not receiving your parcel. We have all packages fully insured with a reputable insurance company.
Damaged Goods and Other Complaints
We perform 100% Quality Assurance Check with a buddy system (each order is packed by one personnel and double-checked by another) and ensure all items are packed in accurate quantity and good condition. Our computerized inventory system will also be able to track the quantity of items sold and match them with our current inventory. All items are packed very strongly and firmly. Our packaging had undergone drop test experiment and assured to be secured. Damage caused by shipment are usually unlikely but in the event that you found your items broken or damaged upon delivery, please inform by e-mailing us at order [at] fortunewonder.com immediately and state your order number. You are required to submit digital photo evidences of the damaged items and provide us with clear explanations. All items are fully insured with a reputable insurance company. Our customers are advised to perform inspection upon arrival. Damage claims or related complaints after 48 hours from delivery date will not be accepted. It is your responsibility to ensure that you are available to receive the packages when delivered and check them immediately. Please contact us immediately via email at order [at] fortunewonder.com for discrepancies. Our representatives will help resolve the problems for you and your replacement will be shipped free of charge after the investigation is completed. On refund request, we reserve the rights to make the final decision. If our decision is to refund, we will refund the FULL AMOUNT on the merchandize after insurance claim has been successful. However the SHIPPING COST CANNOT be refunded, because shipping charge is based on combined shipping. Shipping cost will be considered charged and not refundable at the moment items are shipped out by us. The refund will be credited back to your credit card only. We cannot refund via money order, check or wire transfer.
Note: Please be very HONEST when reporting a damage to prevent embarassment. The courier and ourselves are able to differentiate between shipping induced failures and customer induced/self inflicted failures, eg. customer accidentally dropping an item on the floor due to a slip of hands causing a damage. Self inflicted failures are not claimable. From Feng Shui perspective, it is also advisable not to cheat even though it is covered by shipping insurance because feng shui cures and enhancers are items to improve luck, and if the intention is not right, it cannot bring any positive effects. One must not cheat to get feng shui items, but rather buy the item generously to make them work positively. Please practise feng shui with a pure heart and good intention.
We will process your order immediately upon receiving them.
Shipping time would normally vary between 1-5 working days depending on your region in the world. Since our courier services specialize in US and Asia Pacific shipment, these regions enjoy faster delivery. As for our warehouse order process time, we normally process orders within 24 hours, but again it depends on the queue. When estimating package delivery time, please allow time for credit card approval, address verification and order processing.
Average Total Delivery Time = Order Processing Time (0-2 business days) + Shipping Time (1-3 business days)
You are responsible to prepare proper means to receive your shipment. It is required that you provide your day time telephone numbers where you can be reached when you check out from our shopping cart, so that our international courier service provider can contact you. Saturday and the destination's holidays will not be considered as a regular business day with respect to estimated delivery lead time. We are also unable to arrange for delivery during odd hours. In the event that no one is around when the shipment is delivered during work hours, a postcard will be dropped for you to collect the parcel from a nearby facility within 2 working days. We have agreed with our international courier service providers that they have no obligation to hold any parcel for more than 2 working days and any parcel left unclaimed for 2 working days is to be destroyed and disposed off.
We DO NOT provide any guarantee with regards to the "timeliness" of a delivery. In the event that you consider needing the products urgently but they arrived too late for them to be useful later, we do not hold any responsibility to your personal expectations. They are non returnable nor rejectable.
Our account agreements with the courier service providers do not provide money back guarantee on shipment. For example, if your shipment does not arrive timely, there is NO money back guarantee. You are required to follow our shipment policy instead of the ones provided by the couriers because you are not paying a full fee directly to them for your shipment. In the event that you like to follow the courier's policy and pay a full fee by yourself, please sign up an account with the courier and we can have your shipping costs directly charged to your account.
We ship by air via Fedex and DHL. We reserve the rights to select which courier to use. Using an international courier service to ship provides a more HASSLE FREE experience. It ensures that items get to our valued customers as fast as possible reliably. Normally packages get delivered within 48 hours to USA and within 3 days to any other countries. All packages can be tracked on-line. You will receive via an automated email a tracking number once the parcel is released from our warehouse. Your order may take a longer time to process in the event of insufficient stock, purchases by bulk or orders that require customisation. The delivery time frame stated above is solely for reference. We have the right to advise you on the feasible delivery date based on the circumstances.
Proof of Delivery
We require a proof of delivery and signature of the receiver for all deliveries. It is therefore the responsibility of you to provide proper means of receiving the parcel during work hours on work days (Monday to Friday) at the shipping address provided. For those who prefer to file an authorization of delivery (for example: request package to be left at front door etc.) or make separate arrangements with our air express service provider separately (such as re-routing the parcel etc.), you will bear all extra charges incurred. We will not be responsible for extra charges incurred, any lost or damage. Please be informed that insurance for lost and damage is automatically void once you make separate arrangements with our international courier service provider. All packages that are requested by the consignee to be left at the door front will not be insured against loss and damage.
Change in Shipping Address
It is your responsibility to provide the correct address to ensure no delay to the shipment. A wrong address provided can result in delivery delay and possible re-routing fee and extra handling charges. This include the postal code, the unit number, street number, city, state and country. It can also result in the shipment being destroyed or disposed off if the parcel is left unclaimed because it is our agreement with our international courier service provider that they are not required to hold any parcel for more than 2 working days. You will bear all losses due to any wrong address provided. Please write to order [at] fortunewonder.com with your order number if you intend to make any changes to your delivery address. There will be no charges if your shipment has not been shipped yet. However, once your parcel has been dispatched from the warehouse, please prepare to pay a standard fee of USD5 per airway bill for change to any part of the address. In the event that you change your mind on the delivery address after the shipment has been shipped out, you have to contact us at order [at] fortunewonder.com with your order number. All instructions will need to come from origin to protect against wrong delivery.
Missing Item
It will be an awful experience if an item is missing when a shipment is received. We understand how frustrating it is when this happens. To prevent a human error, our processing team allocates a 3-persons buddy system to pack an order at a packing station. This equals to high accuracy with "zero missing occurrence" where items packed into a shipment will be triple checked. If a customer claims for a missing item, we have a preemptive fool proof system to revisit back on the items at the point of packing. There are four video cameras installed at the packing station to capture and archive everything that was packed into a shipment. Therefore, for genuine cases of missing item, there will be no need for war of words between buyer's words vs seller's words. We have all the facts ready. The customer need not worry that we will not be accountable. We can check back easily on our side to uncover the truth.
If the outer part of the box has been tampered with, we will need an official letter from the customs office or proof of loss in weight from the courier service in order to file for insurance claim.
Buyer fraud - is becoming a growing concern among online sellers. Buyer fraud is a term used to describe the unethical actions of consumers upon or after making a purchase. One of the most common tricks used in buyer fraud is to contact a marketplace or seller, and claim that an item was never delivered after it was has been received. After making a claim, bad buyers are awarded a refund or a replacement by sellers who are not well equipped. Effectively gaining a free product or two items for the price of one. To combat, video recordings and images are great way to know what is inside a shipment and best proof for payment gateway and credit card issuing bank. We take preemptive steps to cover ourselves in case we come across a bad buyer. We reserve the right to ban a bad buyer with such distasteful habit from shopping with us in the future.
Wrong Item Sent
The customer need not worry that we will not be accountable. We can check back easily on our side to uncover the truth.
Lost Shipment
You are responsible to track the flow of your package via a tracking number sent to you via email by our courier after your parcel is being released from our warehouse. However, under unforeseen circumstances, if your shipment go missing and you have not received your order after 10 days, you may contact us at order [at] fortunewonder.com with your order number and we will take appropriate action. However, please take no more than 14 days from the day you order to inform about you not receiving your parcel. We have all packages fully insured with a reputable insurance company.
Damaged Goods and Other Complaints
We perform 100% Quality Assurance Check with a buddy system (each order is packed by one personnel and double-checked by another) and ensure all items are packed in accurate quantity and good condition. Our computerized inventory system will also be able to track the quantity of items sold and match them with our current inventory. All items are packed very strongly and firmly. Our packaging had undergone drop test experiment and assured to be secured. Damage caused by shipment are usually unlikely but in the event that you found your items broken or damaged upon delivery, please inform by e-mailing us at order [at] fortunewonder.com immediately and state your order number. You are required to submit digital photo evidences of the damaged items and provide us with clear explanations. All items are fully insured with a reputable insurance company. Our customers are advised to perform inspection upon arrival. Damage claims or related complaints after 48 hours from delivery date will not be accepted. It is your responsibility to ensure that you are available to receive the packages when delivered and check them immediately. Please contact us immediately via email at order [at] fortunewonder.com for discrepancies. Our representatives will help resolve the problems for you and your replacement will be shipped free of charge after the investigation is completed. On refund request, we reserve the rights to make the final decision. If our decision is to refund, we will refund the FULL AMOUNT on the merchandize after insurance claim has been successful. However the SHIPPING COST CANNOT be refunded, because shipping charge is based on combined shipping. Shipping cost will be considered charged and not refundable at the moment items are shipped out by us. The refund will be credited back to your credit card only. We cannot refund via money order, check or wire transfer.
Note: Please be very HONEST when reporting a damage to prevent embarassment. The courier and ourselves are able to differentiate between shipping induced failures and customer induced/self inflicted failures, eg. customer accidentally dropping an item on the floor due to a slip of hands causing a damage. Self inflicted failures are not claimable. From Feng Shui perspective, it is also advisable not to cheat even though it is covered by shipping insurance because feng shui cures and enhancers are items to improve luck, and if the intention is not right, it cannot bring any positive effects. One must not cheat to get feng shui items, but rather buy the item generously to make them work positively. Please practise feng shui with a pure heart and good intention.