Logistic Information

Orders are dispatched from Monday to Friday between 9am and 6pm (GMT+7) with the exclusion of Vietnamese holidays. As every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items. Express delivery is available to most destinations. All relevant delivery options available for your order and to your destination will be displayed at checkout.

*Please note that orders placed on Saturday and Sunday will be processed by the following Monday (working hours: 9am - 6pm GMT+7).* 

Delivery time can range between 3-7 business days, and depending on your location, you may receive your parcel at the nearest post office or contacted by the shipping courier prior delivery

*Shipping times DO NOT INCLUDE order processing time*

Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. We cannot take responsibility for customs clearance as they differ from each country, delays or failed payment approval, though we will try to minimize any potential delays.

Once your order has been dispatched from our warehouse you will receive a shipping confirmation email with your tracking number and a tracking link of the carrier to access the tracking details. If you missed it or couldn’t find it, kindly contact us at support@eegenstudio.com.

*The tracking detail might not be available at the time when you receive your tracking number. However, the carrier usually updates this information within 1-3 business days.*

Delivery claims

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 7 business days to file a claim. We will assist you in working with the carrier to complete the claims process

*Please note that Claims can take up to 30 days to complete (depending on the shipping carrier used). Eegen does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.*

Missed Delivery

After 3 delivery attempts, or if it has exceeded 21 days from the initial arrival date, whichever is earlier; your parcel will be returned to us in Vietnam. Please take note that we do not take any responsibility in case your order is returned to the sender due to any reasons (for instance, insufficient shipping address, inaccessible receiver…) However, we would be more than happy to redeliver your order and you will need to cover any return fees and/or additional redelivery fees for returned-to-sender order.

Return-to-sender or refused packages will be restocked and will be proceeded with our refund policy (kindly refer to our Refund Policy here)

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

Import Duties & Customs

The shipping fee that you had paid for; during checkout DOES NOT INCLUDE taxes and import duties. Your parcel may be subjected to customs inspection and the assessment of duties and taxes will be in accordance with local regulations. If taxes and/or duties are incurred for your parcel, you will be responsible to cover the fees before delivery can proceed. If you refuse the parcel upon delivery or if the parcel is unclaimed, the fees incurred for the return of the parcel (duties, taxes, return fees) will be payable by you before re-delivery can be arranged.

Some tips for orders to China, Taiwan & the Philippines

• Orders to China above USD180 might incur taxes and/or duties.
• Orders to Taiwan above USD65 might incur taxes and/or duties.
• Orders to the Philippines above USD120 might incur taxes and/or duties.

*We recommend splitting up large orders into multiple orders/shipments below this threshold to avoid taxes and duties.*

Transit Hub

By sending your return with any carrier of your choice, your returning parcel will be directed to our Transit Hub and will be shipped to our Fulfillment Center by the following 10-15 business days.

Fulfillment Center

Only scheduled returns will be shipped directly to our Fulfillment Center (the location where your original order is handled) by our selected carrier.

Return Instruction

1. Sign-in into your account and under “Order History”, select the order number containing the item(s) you would like to return by clicking “View Order”.
2. Click on the “Request order return” button and choose the reason for return. If you would like to exchange any item, please make a return, and place a new order or purchase.
3. Choose item(s) that you would like to return and state your reason for return. Add a comment / images if you would need to specify your request.
4. Select a resolution for your return, please make sure that it is eligible and in accordance with our return policy.
5. Select the available shipping method.
6. Review and Submit your Return Request
7. Pack the item(s) you wish to return/exchange in its original packaging.
8. Follow our Return Instruction and send your Returning Item(s) to our designated address in 
9. Please provide us with the tracking number within the next 3 days to ensure your return. It will aid our staff in following your package more closely. Otherwise, your request might be held OR canceled.
10. Once we receive the Returned Item(s) at our Fulfillment Center, our quality assurance team will inspect the Returned Item(s) and confirm that it fits our Return Policy.
11. If your return is eligible in accordance with our Return Policy, we will proceed with your Refund