Shipping & Delivery Policy
Last Updated: October 30, 2026
Welcome to HeMai Shoe Stock, an online footwear retail store serving customers worldwide.
We are committed to providing transparent shipping information and reliable customer support.
This Shipping & Delivery Policy explains our order processing, international shipping, delivery arrangements, tracking information, customs requirements, and procedures for delivery-related issues.
Please review this policy before placing an order. Your mandatory consumer rights under applicable law remain protected.
01. Shipping Overview
HeMai Shoe Stock provides international delivery services for retail footwear orders placed through our official website:
We aim to make international shopping convenient by providing clear information about delivery availability, shipping charges, order fulfillment, and tracking.
Shipping services depend on the destination country, product availability, logistics arrangements, and applicable restrictions.
Important: Shipping availability and charges are determined by the shipping options offered for your order.
02. Where We Ship From
Our retail orders are generally processed and shipped from China.
Product preparation, packing, and carrier arrangements are coordinated through our fulfillment operations.
International shipments may pass through logistics hubs or customs facilities before reaching their final destinations.
Shipping Origin
Country: China
Business Location: View on Google Maps
Our public business location is not necessarily a return or customer pickup address.
03. Shipping Destinations
We serve customers in supported countries and regions worldwide.
Available destinations may vary due to:
- International carrier coverage
- Customs and import regulations
- Destination-specific restrictions
- Transportation availability
- Product or shipment limitations
If a destination is unavailable at checkout, please contact us before placing an order.
We reserve the right to decline shipment where fulfilling the order would violate applicable law or transportation restrictions.
04. Shipping Fees & Free Shipping
Shipping charges depend on the services and offers available for your order.
4.1 Standard Shipping to the United States and Europe
Standard shipping to the United States and supported European destinations costs US$10 for orders below US$400. Orders with an eligible merchandise subtotal of US$400 or more qualify for free standard shipping.
For other destinations, please review the shipping options and charge shown at checkout before paying, or contact us for shipping information.
4.2 Additional Shipping Services
If alternative delivery services are available, additional charges may apply.
4.3 Checkout Charges
Shipping charges collected by our store will be disclosed before you confirm your purchase.
Customs duties or destination-specific import taxes are addressed separately in Section 10.
Free shipping: A free shipping offer does not automatically mean that customs duties, import taxes, or return shipping are free.
05. Order Processing Time
Orders are normally dispatched within 1–2 days after payment is confirmed.
Order processing begins after the relevant order and payment requirements have been satisfied.
Processing may include:
- Payment verification
- Product availability checks
- Order preparation
- Quality and packing checks
- Shipping label preparation
- Transfer to the shipping carrier
Processing time may vary depending on the product, order requirements, public holidays, and operational circumstances.
Where an estimated processing period is provided for your order, we will aim to follow that timeframe.
If we cannot process your order within the applicable timeframe, we will provide information about the available options.
06. Estimated Delivery Times
For deliveries to the United States, estimated transit time is 3–12 days after dispatch. This is separate from the 1–2 day order processing period. Delivery estimates may be affected by customs clearance, carrier operations, or public holidays.
International delivery times depend on several factors, including:
- Destination country or region
- Shipping service
- Order processing time
- Carrier transportation schedules
- Customs clearance procedures
- Local delivery operations
- Public holidays and disruptions
Delivery Estimates
Estimated delivery times, where provided, are based on the available shipping arrangements.
A delivery estimate is not necessarily a guaranteed arrival date unless expressly agreed or required by law.
Please review the delivery information available before placing an order, or contact customer support for assistance.
We will comply with applicable consumer delivery requirements, including any mandatory deadlines that apply when a specific delivery period has not been agreed.
07. Shipping Confirmation
Once an order has been dispatched, we may send a shipping confirmation to the email address provided at checkout.
The confirmation may include:
- Order number
- Shipping status
- Carrier information, where available
- Tracking number, where available
- Tracking instructions
Please check your email inbox and spam folder for order-related messages.
If you cannot locate a shipping confirmation, contact our support team with your order number.
08. How to Track Your Order
Track your shipment using the carrier tracking number in your shipping confirmation. This is different from your HEMAI order number.
Where order tracking is available, you can use the provided tracking information to monitor the delivery progress.
Check Your Shipping Confirmation
Look for your tracking information in the shipping confirmation.
Open the Tracking Service
Use the relevant carrier’s tracking website or provided tracking link.
Follow Delivery Updates
Review available shipment updates and delivery status.
Tracking systems may take additional time to display new shipment updates.
If tracking information is unavailable or appears incorrect, please contact us.
09. Delivery Address & Contact Details
Customers must provide accurate and complete shipping information during checkout.
This includes:
- Recipient’s full name
- Street address and building number
- Apartment or unit number, if applicable
- City and state or province
- Postal or ZIP code
- Destination country
- Valid contact number
9.1 Address Changes
If you notice an address error, please contact us as soon as possible.
Address changes may not be possible once a package has been dispatched.
9.2 Incorrect Addresses
Incorrect or incomplete information may lead to delivery complications.
We will review such situations individually while respecting applicable consumer rights.
10. Customs, Import Duties & Taxes
International shipments may be subject to import duties, customs fees, VAT, sales taxes, or other destination charges.
The applicable charges depend on the destination country, product classification, shipment value, and relevant tax rules.
10.1 Charges Collected at Checkout
Any duties or taxes that our store collects will be disclosed during the purchasing process as required.
10.2 Charges Collected on Import
Where the shipment terms lawfully place certain import charges on the customer, local customs authorities or carriers may collect those charges separately.
10.3 Customs Clearance
Customs authorities may inspect shipments or request information before releasing packages.
These procedures may affect the delivery timeline.
Important: Free shipping does not automatically include import duties or taxes. Any customer responsibility for additional charges must be communicated in accordance with applicable law.
11. Shipping Delays
International shipping may occasionally be affected by circumstances such as:
- Severe weather
- Customs inspections
- Carrier disruptions
- Public holidays
- Transportation interruptions
- Destination restrictions
- Unexpected logistics issues
If a significant shipping delay occurs, we will take reasonable steps to investigate and communicate available information.
If delivery is not completed within an agreed or legally required period, customers may be entitled to request delivery within an additional reasonable timeframe or exercise other applicable remedies.
Customer rights: Delivery delays do not automatically remove statutory cancellation or refund rights.
12. Lost or Missing Packages
If your order appears lost or has not arrived within the applicable delivery period, please contact us.
Include:
- Order number
- Recipient name
- Delivery address
- Tracking number, where available
- Description of the problem
We may investigate the issue with the shipping carrier.
Depending on the circumstances and applicable consumer laws, a remedy may include locating the package, replacement delivery, or an appropriate refund.
Where we select and arrange the delivery carrier, responsibility for goods in transit remains subject to applicable law.
13. Damaged Packages or Products
If a package or product arrives damaged, please contact our support team.
When reasonably possible, provide:
- Order number
- Photographs of the item
- Photographs of the package
- Details of the damage
We will review the issue and provide an appropriate resolution.
Possible remedies may include replacement, exchange, repair, price reduction, or refund as required by applicable law.
Your statutory rights are not affected by delays in reporting the problem or by the availability of photographs.
14. Failed Delivery Attempts
A delivery attempt may be unsuccessful if the recipient is unavailable or the carrier cannot complete the delivery.
Depending on the shipping provider, an additional delivery attempt or collection option may be available.
If the package is returned due to delivery problems, please contact us.
We will review the circumstances and identify appropriate options, such as redelivery, cancellation, or refund.
Any additional fees will be assessed according to applicable law and information disclosed before purchase.
15. Multiple Shipments
In some cases, a single order may be shipped in more than one package.
This may occur because of:
- Product availability
- Package size or weight
- Fulfillment arrangements
- Shipping service requirements
Where separate shipments are used, tracking information may differ for each package.
We will not impose undisclosed additional shipping charges simply because an order is divided into multiple packages.
16. Cancellations, Returns & Refunds
If you wish to cancel an order, please contact us as soon as possible.
16.1 Before Dispatch
We will review cancellation requests based on the order status and applicable law.
16.2 After Dispatch
Once a package has been dispatched, we may be unable to stop or redirect it.
You may still have applicable rights to cancel or return your purchase.
16.3 Returns & Refunds
Our standard retail return request window is 30 days after delivery, subject to eligibility and applicable statutory consumer rights.
For detailed instructions, please review our:
17. Consumer Rights & Policy Updates
17.1 Consumer Protection
Nothing in this Shipping & Delivery Policy limits or excludes mandatory consumer rights.
Depending on the applicable law, customers may have rights relating to:
- Delivery within an agreed period
- Late or missing deliveries
- Damaged goods
- Incorrect products
- Cancellation and refunds
- Statutory product guarantees
If any part of this policy conflicts with mandatory consumer protection law, the applicable legal requirement takes priority.
17.2 Policy Updates
We may update this policy to reflect changes in shipping services, operational procedures, or legal requirements.
Any updated version will be published on this page with a revised Last Updated date.
Changes will not retroactively remove rights arising from existing purchases.
18. Contact Us
If you need help with shipping, tracking, delivery, customs questions, or missing orders, please contact our support team.
Please include your order number and relevant shipping details when requesting assistance.