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.
*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.
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.
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.
How do I change my shipping address?
Please email our Customer Support team via firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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.