Shipping Policy

1. Shipping Destinations & Fees
We currently ship to the US and Canada only.

To United States:
Gemilai offers free standard shipping for all items. Expedited shipping options are calculated by our carriers at checkout.

To Canada:
Gemilai offers standard shipping with 84 Canadian Dollars on all items.

We cannot deliver to the following areas:

• Alaska
• American Samoa
• Guam
• Hawaii
• Marshall Islands
• Northern Mariana Islands
• Palau
• Puerto Rico
• Rhode Island
• U.S. Virgin Islands
• Armed Forces Americas
• Armed Forces Europe
• Armed Forces Pacific

2. Delivery Timeframes
Total delivery time = processing time + shipping time
(not including customs delays, weekends, holidays and any unforeseen circumstances)

Processing Time: 1-2 business days
US Standard Shipping Time: 2-7 business days
Canada Standard Shipping Time: 10-15 business days

3. Order Cancellation & Address Change Policy
Please select your items and enter your order information carefully. A 5% cancellation fee applies to all unprocessed or unshipped orders, unless the delay is caused by Gemilai. This fee covers non-refundable credit card processing charges.

For partial cancellations of multi-item orders, the fee will be calculated based on the price of the cancelled item(s).

Orders that have already shipped cannot be cancelled and will be treated as returns under our standard return policy. For shipped orders requiring an address change, an additional USD $30 address modification fee will apply.

4. Lost Item Policy
To ensure the safety of your shipment, we recommend purchasing the Seel Worry-Free Insurance. Signature is required upon delivery in all city areas.

For any claims where the carrier did not require a signature, customers must provide and submit a local police report to Gemilai and the carrier before a replacement or refund can be processed. All replacements and refunds are subject to the carrier's fees and procedures.

5. Pre-Order Information
Pre-order shipment dates are only estimates. Many factors can affect the arrival and customs clearance time of international shipments. While we strive to provide accurate shipping estimates, we cannot guarantee the exact shipping date due to circumstances beyond our control. In most cases, U.S. Customs clears international shipments promptly, but sometimes it may take several days or even weeks.

6. Shipping Carriers & Methods
We partner with FedEx and UPS to handle the delivery of Gemilai products. We will select the carrier that best suits your order to ensure a smooth delivery.

7. Multiple Package Shipments
Due to product weight/volume/warehouse considerations, your order may be split into individual product packages for shipping. Because of system limitations, only one tracking number may be provided initially. If you receive only part of your order, please wait a few additional days for remaining packages to arrive.

To obtain tracking numbers for split shipments, contact presales support at sales@gemilaicoffee.com.

We sincerely apologize for any inconvenience and appreciate your understanding.

8. Order Refusal & Returns
If you refuse to accept the package due to a wrong delivery address or change of mind, you can request a refund. However, the return shipping fee will be deducted from the total amount refunded. If the package is returned to us undelivered, any refund issued will be processed after deducting the return shipping fees.

9. Incorrect or Damaged Items
If you receive a different product than what you ordered, or if items arrive damaged, please contact customer support:

After-service Email: gemilai@afterservice.vip

Phone: +1(833) 356-3440

Service Time: 09:00-18:00 (Monday to Friday) EST; 11:00-20:00 (Saturday to Sunday) EST

Thank you for choosing Gemilai.