SHIPPING & DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
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.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of citiexpresss (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Very good quality, it costs a little programming but it just needs to be installed to see how it works
Arrived fast, store. Closed the request and spoke which lenses wanted came All. agreement. Out Q fast and well packed
Product same as described, easy to install, comes with feedback. Apparently works well, but need get set up to talk with accuracy. Quickly came to us, only took to be delivered because not knew was retained until I pay the tax 162 real. After paid delivery was very fast. AM with difficulty setting, including the app Tuya, could not change the language to Portuguese. Hope the problem is my lack of skill. Requested help for the store, am awaiting return it to use the lock.
Fast delivery great product, working perfectly! A shame not have the version in Portuguese in stock, but the English also has difficulty No install!
Very fast delivery 5 + and qualitatively packed .. 5 + door lock .. as a pointer in the description .. 5 + works without problems .. 5 + .... Installation is easy .... only 1 problem.. Ill work with Tuya app... and not how can not connect to 2 ttlock apps. .. Tried with 2 different phones. And GE connects .... and otherwise everything is fineAdvise ..
Received prior super fast, well packaged installation was quiet and works perfectly.
Product according to the description. Arrived in approximately 30 days here SP, took was taxed at 158 dollars. The store sent the delay was in office here in Brazil. So install and test back and leave additional comment.
Beautiful! More than I expected. I'm early on schedule. Super good empanadas. They're not damaged or scratched.
Although not installed, the product meets ace ad features. Super fast, arrived in Brazil in 11 days calendar without taxation.
It's amazing is super practice and super aesthetic I recommend it to 100
Not yet installed. But looks good.
Suuuper fast and looks beautiful! Will be bavk once we install.
Excellent product. Working perfectly with the control app. Registration of members in family and access control working perfectly.
Looks super well only thing in Mexican had to pay taxes and customs office part for the type of product But looks super well, the store very attentive to the tracking and attention.
Very good! Met expectations.
Quite liked the lock. Was simple to install and configure. The app is also very cool.
Very fast! Less than 15 days. Full, firm product quality. Fine thing!
Product beautiful super attentive and patient Super stated