Help & Support
Delivery & Shipping
We will process your payment, carefully pack and send your order out within 3 to 5 business days. The postage service we use indicates that for international delivery, shipping takes between 6 to 11 business days.
As with every international shipping courier, doorstep delivery time depends on the efficiency of your local postal service and customs. However, we seek your understanding and patience as due to the current COVID-19 situation, delivery may take longer than expected.
We ship to 220 countries worldwide from our office in Singapore or our warehouse located in Shenzhen depending on various factors such as cost to ship as well as delivery times. We do this to ensure you get your orders faster while paying less in postage fees.
The only countries we exclude are those not served by the postal service we use which are listed as follows:
Andorra, Maldives, Antigua, Mali, Benin, Mauritania, Bolivia, Moldova, Botswana, Mongolia, Cayman Island, Montenegro, Cameroon, Myanmar, Chad, Nepal, Central African Republic, New Caledonia, Cuba, Panama, Cyprus, Peru, Comoros, Philippines, Corsica, Rwanda, Curacao, Samoa, Djibouti, Serbia, Ecuador, South Africa, Sri Lanka, French Polynesia, Tunisia, Fiji, Latvia, Grenada, Lebanon, Honduras, Libya, India, Malawi, Kuwait, Zimbabwe, Guam, Puerto Rico
Unfortunately, due to the current COVID-19 situation and a large amount of orders, shipping and logistics providers have reduced air freight capacity and frequency at the moment.
The most cost effective line of shipping is through the shipping carrier we offer. We are unable to provide priority shipping until further notice from our providers. The next best option would be to opt for expedited delivery via DHL/Fedex which would take 3 to 5 business days and cost significantly more depending on the quantity you order. If you would like to opt for this, do drop us an email at firstname.lastname@example.org where we can discuss the matter in further detail.
We deliver worldwide using express tracked shipping at a flat rate of 5 USD. However, if your order exceeds 30 USD, we provide express tracked shipping for free!
After we ship your order, you will receive your shipping confirmation email along with a tracking number within 24 hours. We ship all our orders with tracking numbers so our customers can monitor the location of their package at all times. However, we seek your understanding and patience as due to the current COVID-19 situation, delivery may take longer than expected. These are some things to take note of while you await your package:
Delivery date – International orders delivered via express shipping can take between 6 to 11 business days. Sometimes there can be a delay in customs, so you may find you will need to wait a few more days.
Delivery address – Was your delivery address entered correctly? Orders are delivered based on the address you indicated on your order.
Delivery Signed– If you notice that the tracking indicates that the package has been signed for, be sure you check with your neighbors, building reception or anyone living with you if they received the package on your behalf.
Homaeri will not be responsible for shipping delays caused by inclement weather, or any other "acts of God.” While we pride ourselves on our products, we have no control over transit times and sincerely ask for your patience if there are any delays in shipment.
Returns, Refunds & Warranty
We pride ourselves on the quality of our products, and always endeavor to perform quality checks on all orders before we ship them. The satisfaction of our customers is our top priority, and if you feel are not 100% satisfied with your purchase and wish to return the item, please do let us know.
Simply drop an email to email@example.com within 14 days of receiving your item and we'll help to initiate the refund process. The item has to be unused, and in its original packaging.
We will then request for you to return the item to our warehouse in Shenzhen, China. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your original mode of payment. Depending on the policies of your original mode of payment, you'll receive the refund in a few working days.
Do note that our mugs and cups are considered as personal items and our standard 14 day return policy does not apply to them. We do not accept returns on mugs and cups, and can only process refunds in the case of defects. Slight variations in appearance between the product pictures and actual product received are not considered as defects, and cannot be used as grounds for a refund.
Please also note that all return shipping fees are borne by the customer and the return has to be successfully received by us to verify the status and condition of the returned item. All shipping costs are non-refundable, and we are unable to provide a return label.
In the event that the item you purchased is incorrect or defective, please email us at firstname.lastname@example.org with the following information in as much detail as possible:
⮞ Your order number
⮞ A description detailing the issue
⮞ A few images showing the issue (if any)
We promise that we will communicate with you to resolve any problems as soon as possible, and will bear any shipping fees to either refund you or mail you a new product as quickly as we can.
We have the utmost trust in the quality of our products, and most Homaeri products come with a standard 60 day warranty from your date of purchase.
Do note that our mugs and cups are considered as personal items and our standard 60 day warranty does not apply to them. We do not accept returns on mugs and cups, and can only process refunds in the case of defects. Slight variations in appearance between the product pictures and actual product received are not considered as defects, and cannot be used as grounds for a replacement.
Claims for items under warranty can only be made when photographic proof of defect as well as proof of purchase is provided. If you believe you’ve received a defective product, or that your product has failed within 60 days, please take picture proof of the product's defect and contact us at email@example.com.
Unfortunately, the warranty extended to your product does not cover accidental damages or normal wear and tear.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It may take a few working days for the refund transaction to show up in your credit statement.
Ordering & Payments
Upon placing an order, you will receive an email notifying you of your order. The notification will include a summary of your order. Alternatively, you can view your order by clicking on the link in the email.
Tracking is also provided in the email and you can monitor the location of your parcel by entering the tracking number on the postal service’s tracking page. We have included the URL of the tracking page in the email, as well as in the footer of our website.
If you've signed up for an account with us, you'll also be able to track your order by logging in to your account on our website.
You may access the tracking page here.
All of our discount codes can be applied on the field that says “Discount Code” on either the cart or the checkout page. Simply type in the code and click the “Apply” button. If you successfully apply your discount code, the total price should change and you can proceed with payment. Only one discount code is valid at any one time, and a discount code cannot be used in conjunction with any other offer/discount codes.
Please note that discount codes are only valid at the time of ordering and cannot be applied after you have made the purchase. However, you may use the code with your next purchase.
*For discount codes that do not work, please check on the terms and conditions of that promotion.
We process all payments in USD, GBP or AUD, and your payment will be converted at your bank’s or payment processor’s fairest and most current exchange rate. You may use our currency converter on the top of the page to get an idea of how much an item costs in your home currency. As there are constant fluctuations in Forex rates, this should only be used as a rough indicator of the final price.
Occasionally, there can be issues placing the payment for your order. When this occurs, there are a few things you can try to resolve this. You can try using a different device or browser which may sometimes solve the problem. If your card payment is not being accepted, you may attempt to pay using PayPal.
Alternatively, you may contact us if you are still facing problems with regards to payment and we'll do our best to assist you.