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Shipping Policy

At GexGear, we operate on a streamlined direct-to-consumer model. By shipping our high-spec gaming gear and audio peripherals directly from our verified manufacturing partners and centralized global warehouses in Asia, we eliminate retail middleman markups and provide you with competitive pricing and free global delivery.

Please read our shipping guidelines below to understand our processing timelines, delivery expectations, and liability boundaries.

1. Order Processing Time

• All orders are subject to a processing and quality-check period of 1 to 3 business days (excluding weekends and major holidays) before dispatch.

• Once your order is processed and packed, it is handed over to our international logistics carriers, at which point a shipping confirmation email with a tracking number will be automatically generated and sent to you.

2. Shipping Destinations & Estimated Delivery Windows

We are proud to offer 100% Free Standard Shipping with no hidden fees to the following regions:

• United States, Europe, Australia, and New Zealand.

• Estimated Delivery Time: Typically takes 7 to 14 business days from the date of dispatch.

Please note: Delivery timelines are estimates provided by our carriers. While the vast majority of shipments arrive within this window, transit times can occasionally fluctuate based on regional customs throughput, local postal processing speeds, and seasonal volume.

3. Order Tracking

Once your package is shipped, you will receive a tracking number via the email address provided at checkout. It can take 24 to 48 hours for the logistics carrier to update the initial tracking scans on their portal. You can monitor your shipment’s journey directly through the link provided in your email or via our onsite tracking tools.

4. Customs, Import Duties, and Taxes

To maintain fair pricing, all international shipments are sent Delivery Duty Unpaid (DDU).

• For standard deliveries to the US, EU, AU, and NZ, customs fees or import tariffs are rarely incurred due to low-value threshold regulations.

• However, if any local customs clearance fees, import duties, or VAT are assessed by your destination country's border authorities, these charges are strictly the responsibility of the buyer. GexGear has no control over these regional fees and cannot issue refunds for packages rejected by the buyer due to customs charges.

5. Delays, Lost Packages, and Carrier Contingencies

We are committed to ensuring your gear arrives safely. However, once a package is handed over to the international shipping carrier, certain external operational factors are out of our direct control.

• Transit Delays: GexGear is not liable for unexpected delays caused by severe weather conditions, customs bottlenecks, postal strikes, or peak holiday congestion (e.g., Q4 shipping rushes).

• Stagnant Tracking / Lost Packages: If your tracking number shows no updates or movement for 14 consecutive days, or if the logistics carrier officially declares the package as lost in transit, please contact our support team at support@gexgear.com. Once we verify the stagnant status or carrier loss, we will immediately issue a full refund or dispatch a free replacement order.

6. Incorrect Address Policy & Undeliverable Shipments

Our fulfillment system is highly automated and transfers data directly as entered by the customer.

• Buyer Responsibility: It is the buyer's sole responsibility to ensure that the shipping address, contact phone number, and recipient name are entered accurately at checkout.

• Liability Boundary: GexGear is not responsible, nor will we issue refunds or free replacements, if a package cannot be delivered, is returned to sender, or is delivered to the wrong location due to an incomplete, inaccurate, or mistyped address provided by the customer.

• If you notice an error in your address, you must contact us within 12 hours of placing the order. Once an item is processed or dispatched, address modifications are impossible.