DONKPAL ("we" and "us") is the operator of (https://www.Donkpal.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

Shipping Options

*Rates and shipping countries/areas might be different when it comes to special occasions or special products.

Free shipping options
DONKPAL offers FREE standard shipping options for orders in most countries and regions.
Standard delivery time: 4~7 business days.（USA, English, Germany）。
For orders from other countries, the shipping time may become longer, it maybe 7~35 days（to Russia  30~40 days）.

Paid shipping options
For orders from other countries, Due to the high shipping costs, a small fee may be charged.

Shipping Dates

• Order processing takes approximately 1 business day
• Package transit time varies from different countries, normally takes 2-6 business days

Your order may be delayed during Festivals and Promotions. We do not process orders on Saturdays or Sundays. For some countries, it might take a longer time to transit. You will receive an email notification once your order shipped.

Taxes and Import Duties

Prices do not include import duties and taxes for international shipments. The tax will be paid by the customer upon arrival in the destination country and upon receipt of the goods.

Notes

• The risk of loss of or damage to the goods, as well as any additional costs due to events occurring after the time the goods have been delivered to the carrier, is transferred from the seller to the buyer when the goods have been delivered to the custody of the carrier.
• There are circumstances that are out of control (natural disasters, holidays, weather, etc.) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping companies.
• It is the buyer’s responsibility to provide an accurate contact name, shipping address, and telephone number. Buyers must acknowledge that the shipping address cannot be changed after purchase, that the shipping carrier may contact them at the provided telephone number, and that the shipping carrier may return or abandon the package if buyers cannot be contacted.
• Several shipments may be necessary to completely fulfill your order. Tracking information will be furnished with each package. Back-ordered and pre-ordered items will be shipped as soon as items are available. Package including in- stock ordered items and back-ordered items will be shipped to buyers until the back-ordered items are available. Items on back-order or pre-order will be identified as Order of Pending Shipment.
• DONKPAL is not responsible for goods marked as “delivered” by the shipping carrier. Orders marked as “delivered” by the shipping carrier are considered closed and completed orders. If you find an order listed as delivered but you actually cannot find your package, please contact the carrier and provide the tracking number.

Q&As

How do I change my shipping address?
Please email our Customer Support team via donkpal@protonmail.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

What do I need to do when I don't receive the product or receive the wrong product that I ordered?
Don't worry, we will try our best to help. Please contact our customer support team via donkpal@protonmail.com with your order number.

I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used depending on the product. Once an item has been shipped will receive a shipment notification email.

How do I cancel my order?
Send us an email with your order number to donkpal@protonmail.com Please note we are only able to cancel the order if it has not yet entered the packing process.

How do I track my order?
If you have created an account on www.donkpal.com, you can log in to your account to view your order history and tracking link for each order. Also, once the tracking number is updated, you will receive an email. There will be a link in your email. Click on this link and you will be able to track your order.

Note: For out-of-stock products, we may ship from other warehouses and use a logistics provider such as Fulfilled by Amazon. For such cases, we will not charge additional fees, but tracking information may not be available in a timely manner due to delays in third-party information, but customers can inquire about the delivery status at any time.