What is your delivery time?
Normally we ship with DHL where shipping to worldwide destinations takes about 4-5 days. However, there can be reasons a shipment is a bit delayed without you having to worry. I suggest to calculate with a shipment time for anywhere between 4-10 days.
For your convenience, each time you complete a purchase on our website you will be provided a tracking code of the shipment agency so that you always know where your shipment is.
Which Shipping Agencies do you work with?
We only work with internationally renowned shipping agencies such as DHL, UPS, Fedex, EMS or Hongkong Post. Mostly we ship with DHL but for certain orders we might decide to work with other shipping agencies for your convenience. You will always be able to track your delivery.
Which countries do you ship to?
We are trying to serve lovers of Asian Brushpainting all over the world. Until now, we have been shipping out fine Asian brush painting and calligraphy supplies to clients in more than 50 countries. Just select your country when checking out and you will find out immediately whether shipment to your country is available or not.
How does it work with shipping of liquid or hazardous products such as ink, insticks or seal paste?
Due to international airline regulations, liquid products cannot be shipped via international courier service such as UPS or Fedex but only via Hong Kong Post. In order for you to receive your products as soon as possible, we ship liquid and non liquid products separately should you order products from both categories at the same time and opt for Express shipment for the non liquid products.
In case you buy liquid and non liquid products at the same time and choose Economy Shipment for the non liquid products, both product types will be shipped at the same time, with the same forwarder but separately.
The shipping time for shipments with Hong Kong post which we use for liquid products is 8-18 working days. The shipping price for shipping with Hong Kong post is already allocated to the product cost for all liquid products. Products classified as liquid (or hazardous) products are liquid ink, ink sticks, water colors and seal paste.
If you check out and have both - liquid and non liquid products in your cart, the shipment options you can choose from during checkout (Express & Economy) are only applicable to the non liquid product(s) in your cart. The weight of the liquid product(s) in your cart will not be calculated and does not affect the shipping prices you can choose from between Economy and Express shipment - since we already allocated the shipment cost of the non-liquid product to its sales price before.
Which products are considered hazardous products?
According to all relevant forwarding agencies, the product types considered hazardous products are liquid products (ink, seal paste, watercolors), powders (e.g. ink sticks since they contain charcoal or Alumn Powder) and weapons (category in which our seal carving knives are places unfortunately...).
Taxes, Customs & Import Duties
Do I have to pay taxes or import duty on my purchase?
According to our experience, most countries' customs do not levy charges like import duty or taxes on our shipments. After our first year of operation we did not have a single case where a product we shipped was stuck in customs - partly due to the fact that we take your orders seriously and ensure we know the right ways to declare them properly before sending anything out.
However, we cannot adapt our shipping policies to customs regulations of every country in the world since they are often subject to change.
Thus, your country’s customs may charge taxes, duties and fees on the shipment we are sending out to you. We do not have any control on that.
Many countries we ship to do not levy any of such fees but we cannot guarantee that. In case such fees are levied by your local customs authorities and should you decide not to pay these taxes, duties or fees the product will be shipped back to us.
All additional fees charged to us (shipping-back costs, customs fees, etc.) as well as a 15% restocking fee on the total product sales price including shipment cost will then be levied by us.
The remaining balance will be refunded to your credit card or PayPal account.
For more details on how it works in your country, please kindly check with your country’s customs department.
What is your return policy?
All our products are well packed for transport but should you still receive an item that does not comply with our quality standards because it is broken or damaged, both our return policy and Satisfaction Guarantee protect you.
Our return policy allows you to return any broken or damaged item purchased from this site within 30 days if we are notified within one week of delivery. In that case any additional shipping charges are covered by us.
After receiving your returned item we will either provide you with a replacement product or, if not available, we will issue a refund. You will be notified via email once your refund has been transferred and you will be provided the tracking number of the replacement item as soon as it has been shipped out.If you need to return an item simply contact us, provide us with your order number and tell us what item you wish to return and why – we take care of the rest and ensure smooth handling.