Shipping policy
My tracking hasn't updated - what should I do?
Tracking can take 24-48 hours to update initially. If there's no movement after 5 business days, contact us with your order number and we'll investigate with the carrier.
What if my package is lost?
If tracking shows your package as lost or hasn't arrived within the expected timeframe, contact us. We'll file a claim with the carrier and arrange a replacement or refund.
Can I change my shipping address after ordering?
Contact us immediately if you need to update your address. If the order hasn't shipped yet, we can modify it. Once shipped, we'll work with the carrier to redirect if possible.
How to handle the shipping fees generated by product returns and exchanges?
The shipping fee for each return or exchange case varies and will be determined by our customer service staff based on the actual situation. Generally speaking, if the return or exchange is requested by the customer, the customer will be responsible for the shipping fee. If the return or exchange is due to our store's error, we will pay for the shipping fee.
If a product has a quality control (QC) issue, it is the responsibility of the manufacturer, and it is beyond our control. We will handle the QC issue according to the manufacturer's or agent's specified method. As each manufacturer or agent has different policies, please contact customer service for information on returns or exchanges. If a product with a QC issue needs to be returned, exchanged, or have parts replaced, it must be done at Hong Kong Office. Any shipping costs will be the responsibility of the customer.
If a product has a quality control (QC) issue, it is the responsibility of the manufacturer, and it is beyond our control. We will handle the QC issue according to the manufacturer's or agent's specified method. As each manufacturer or agent has different policies, please contact customer service for information on returns or exchanges. If a product with a QC issue needs to be returned, exchanged, or have parts replaced, it must be done at Hong Kong Office. Any shipping costs will be the responsibility of the customer.
If the customer needs to pay for the shipping fee, the fee will be the actual shipping fee paid by Broxcars,com to the transportation company. Since the shipping fee charged on the order is calculated in advance, there may be differences in the actual shipping fee due to factors such as the size of the final package or fuel surcharges.
What is about delayed shipments and storage fees?
For orders that are unable to be shipped out due to customer reasons (such as incomplete address, wrong contact information), there will be a one-month retention period. If the customer fails to provide updated information or pick up the order within the deadline, the order will be automatically canceled, and the product and payment will not be refunded.
If there are special circumstances that require the product to be stored for a longer period, customers can apply to retrieve the product. However, the decision to accept the application is at the discretion of the company. If the application is accepted, a storage fee of 5% of the product price per month will be charged.
If there are special circumstances that require the product to be stored for a longer period, customers can apply to retrieve the product. However, the decision to accept the application is at the discretion of the company. If the application is accepted, a storage fee of 5% of the product price per month will be charged.