Shipping Policy

1. Shipping information

1.1. Shipping Carrier:

We collaborate with multiple carriers including Fedex, USPS, UPS, Ontrac and others. The selection of the carrier for your order is determined by factors such as the delivery location or the specific item being shipped. We are unable to accommodate requests to change the carrier based on individual customer preferences. Our main objective is to ensure that your order is delivered promptly, and we sincerely appreciate your understanding regarding this matter.

1.2. Processing Time:

  • Typically, the handling time for an order is between 1 to 2 business days before it is shipped to you. This timeframe is allocated for various tasks such as order verification, product packaging, and preparing the shipment for delivery. During this period, the necessary steps are taken to ensure that your order is accurately processed and prepared for shipping. The handling time allows for efficient order management and helps ensure that your package is ready to be dispatched within the specified timeframe. Once the order is shipped, the average shipping time is usually between 5 to 7 business days. However, please note that the actual shipping duration can vary depending on factors such as the specific carrier used, the distance between the warehouse and the delivery location, and the nature of certain items being shipped. In some cases, the shipping time may be longer than the average.

1.3. Expected Delivery Date:

When purchasing a product or multiple products in one order, shipping costs are worked out on this estimates:

  • For the most items: 5-7 business days.

1.4. Shipping fee:

  • For the most items: Free shipping
 

1.5. *  Pickup not available.

1.6. Tracking Orders:

When your order is ready to be shipped, you will receive a shipment confirmation email. The email will contain shipment details, your tracking number. Most of our orders are shipped within 1-3 business days after the order has been placed, for some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please Contact Us.

To track the order, click “Track” on the right of the tracking number located on the email. To track an order on Weneua.com, visit the Account Information area. You will need to sign in to access your account information.

 

2. Popular Topics
 

2.1. Signature required

For orders necessitating a signature upon delivery, customers are kindly requested to provide their signature upon receipt. Our utmost priority is ensuring customers receive the goods they have ordered, thereby mitigating the risk of goods being lost or misplaced [update March 2 2024].

2.2. Non-delivery

In case you have not received your goods, please contact our customer service team via email support@weneua.com or phone number : +1 (740) 785 7057‬. Kindly provide your order number and billing email address. Within a maximum period of 2 business days, we will investigate the issue and provide you with an update via email.

2.3. Defective /damaged product received

Please contact our customer service team via email support@weneua.com or phone number : +1 (740) 785 7057‬‬‬. Kindly provide your order number and billing email address.
You need to provide pictures (of the product, not the packaging) in case of a damaged product and videos in case of a non-functioning product (for products that are machines and equipment) to be resolved.
Within 2 business days, we will provide a solution via email.

2.4. Wrong item received

Please contact our customer service team via email support@weneua.com or phone number : +1 (740) 785 7057‬. Kindly provide your order number and billing email address.
Please provide sufficient evidence to prove that the product is incorrect. Please send attached photos of the invoice within the package and the photo of the product you received.
 We will process your request and respond via email within 2 business days. In the event that the product is determined to be incorrect, we will either resend the item or issue a full refund, according to the customer’s preference.

 2.5. Missing package

The first situation:  Your order has multiple products

Different products will be delivered by different suppliers, and the transportation time may vary as well. Please check the tracking information and kindly be patient for the delivery of the remaining packages.

The second situation: 

If all tracking information shows that the items have been delivered but you still haven’t received your package, please contact us immediately for further assistance. We recommend following the steps provided in the non-delivery case to ensure the quickest support possible.

The last situation: Missing part

In the event of a partial product shortage, we kindly request that you contact us within 3 days from the date of receiving the package. Please provide attached photos and videos as evidence. We will either resend the missing part or issue a refund equivalent to the value of the missing part.

 2.6. Order tracking number showing returned order

If the package is returned in certain cases, it may be subject to the manufacturer’s warranty policies if the goods are found to be defective or if there are issues during transportation. To resolve this matter, please contact our customer service team via email support@weneua.com or phone number : +1 (740) 785 7057‬. Depending on your preference, we will either resend the item or provide a full refund.

2.7. Delay

Force majeure case for delays, such as adverse weather conditions, holidays, and unforeseen risks. We kindly ask our customers to patiently wait for an additional 5-7 days. Alternatively, customers can Contact Us for more information regarding the delay and estimated delivery time.

We apologize for any inconvenience caused and sincerely appreciate your understanding and patience in this matter.

2.8. Warranty

Warranty for most products from the manufacturer. For each product, there will be a different way to register the warranty. Usually the warranty information will be on the product information page itself. If you cannot find it or have any questions about the warranty, please contact us. Contact us, we are always ready to assist.

Please feel free to Contact Us when you need help.

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