Shipping policy
Our standard operating days are Monday to Friday, 9:00 AM – 6:00 PM Hong Kong Time (HKT, UTC+8), excluding public holidays. Orders are typically processed and dispatched within 3 business days. You will receive a tracking link by email once your order ships.
Free Shipping
We offer complimentary worldwide shipping on all orders over USD 200. The discount is applied automatically at checkout. For orders below this threshold, shipping is calculated at checkout based on your destination and chosen method.
Shipping Methods
Standard Shipping
• Estimated delivery: 5–14 business days
• Shipping fee: USD 15 for orders below USD 200
• Free for orders USD 200 and above
• VULCAN covers customs duties and import taxes
Delivery estimates begin after dispatch and exclude order processing time. Actual delivery times may vary depending on the destination, customs clearance, carrier operations, and seasonal conditions.
International Customers
VULCAN ships worldwide from Hong Kong. We offer the same shipping options and service standards regardless of destination. A small number of regions may not yet be supported due to logistical limitations — if you have trouble entering your address at checkout, please contact us at info@vulcan-store.com and we will do our best to assist.
Customs & Duties
For Ground shipments, VULCAN covers all customs duties and import taxes on your behalf, so there are no additional charges on delivery.
For Express shipments, the recipient is responsible for any duties, taxes, or import fees charged on arrival. These charges are determined by your country's customs authority and are not collected at checkout.
Customs clearance can occasionally cause delivery delays beyond our control. If a package is refused at customs and returned to us, original shipping fees are non-refundable, and any return shipping or customs charges incurred may be deducted from your store credit.
VULCAN declares all shipments accurately using the correct HS codes and product descriptions to avoid clearance issues.
Peak Periods
Shipping times may extend during seasonal sales, product launches, or holidays. We will keep you informed if your order is materially delayed and appreciate your patience during peak periods.
Updating Your Shipping Address
1. Locate your order confirmation email and click “Update Address.”
2. Verify the email address you placed the order with.
3. Enter your new shipping details and submit.
Address changes can only be made before your order has been dispatched. Once a parcel is on the way, the address can no longer be changed.
Delivery
Signatures are normally not required at the time of delivery. However, if no one is available and the parcel cannot be safely left, the carrier will make further delivery attempts or redirect the parcel to a nearby pick-up point. You will be notified through your tracking link.
If the address provided at checkout is incorrect or incomplete, the parcel may be held at the local distribution centre or returned to us. Any shipping or return fees resulting from incorrect address details, refused delivery, or failed delivery attempts are the customer's responsibility and may be deducted from any store credit issued. VULCAN is not responsible for parcels lost, delayed, or returned due to address errors.
Lost or Damaged Shipments
We pack every order with care, but once a parcel has been handed to the carrier, transit responsibility lies with them. If your parcel arrives damaged or appears tampered with:
1. Photograph the parcel and contents before discarding any packaging, and keep the original packaging for at least 14 days.
2. File a claim directly with the carrier, supported by your tracking number, order confirmation, and photos.
3. Email us at info@vulcan-store.com with your claim reference and order number. While we are not liable for transit damage, we will support you through the claims process where possible.
Claims for missing or damaged shipments must be submitted to the carrier within their claim window (typically 7 days of delivery). Once a parcel has been confirmed as delivered by the carrier, VULCAN is not liable for lost or stolen items. For high-value or time-sensitive orders, we recommend Express Shipping for more robust tracking.