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Processing Time: All orders are processed within 1 business day. During peak holiday and promotional periods order processing times may be longer.

Shipping Time: This refers to the time it takes for items to be shipped from our warehouse to the destination. Usually delivered within 5-7 business days.

Shipping Specific Information:
Shipping Cost:
Free shipping for all orders. The exception is for orders that ONLY include free gift products.
Special Note: All prices include tax, there are no additional charges upon delivery.
Estimated delivery time:
This depends on where you are located. Usually delivered within 5-7 business days.
Shipping Ways:
Our orders mainly use USPS, FedEx, DHL Paket and other international standard express. The specific transportation method is not fixed, it mainly depends on your location.
Shipping Country:

• United States: Areas where the first 3 digits of the zip code are 006-009, 967-969, 995-999 will not support delivery. APO/FPO military addresses do not support delivery.
• United Kingdom: BFPO military addresses do not support delivery. Some remote areas do not support delivery, please contact customer service to inquire whether delivery is supported before placing an order.
• Germany: P.O.BOX address delivery service is not provided
• Spain: Areas where the first 2 digits of the zip code are 07, 35, 38, 51-99 will not support delivery.
• France: POBOX, military address: armee or armée in the characters and the zip code is 00100 and 00200, and areas where the first 2 digits of the zip code are 97、98、00 will not support delivery.
• Italy: Delivery is supported in some regions. Please contact us before placing your order.

PLEASE NOTE：
1. All orders will be dispatched from the warehouse closest to the destination.
2. Above delivery time are estimates quoted by our courier companies, so Aurora Tears cannot be liable or held responsible for any delay after dispatch. Delays do happen occasionally due to uncontrollable factors, e.g. weather change, war, natural disaster, strike, but please be assured that Aurora Tears will do our best to minimize any inconvenience that may arise.

Change Order
* We will send you a confirmation email once your order is verified.
* After verification, if you want to make any changes before shipping, such as modifying shipping details, changing product preferences, please contact us.
* Order amendments need to be submitted as soon as possible to avoid items have already been sent!
* If your items have already been sent then your order can no longer be changed. Please follow the returns process once your order arrives and please note your delivery fee will not be refunded.

Cancel Order
* If you want to cancel the order completely before shipping, please contact us.
* If you cancel before your order is dispatched you will receive a full refund.
* If your items have already been sent then your order can no longer be canceled. Please follow the returns process once your order arrives and please note your delivery fee will not be refunded.

Tracking My Order
* Once your order is shipped, you will receive a shipping notification to your email address notifying you of your tracking details.
* Please use the courier number to check through www.17track.net/
* If your package has not been delivered within the estimated time frame of your shipping method, or you have additional questions regarding shipping, we are here to help you out! Just click the contact us, or send Email: service@auroratears.com or call us: 86-180-2348-3071.

What products can be returned in the store?
The return policy applies to all products except clearance items and gift cards.

How long can the customer return the product?
Our return, exchange & refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

What items are returnable?

• Within 30 days of order date.
• In original condition: resellable.
• Unused or undamaged.
• In the original packaging.

What should I do if there is a problem with the received product that needs to be returned?
If your order has a problem, contact us by email or through the contact page. DO NOT ship back products without authorization through the return process. We can resolve all issues with you quickly and with personal attention.

• Received defective product?
• Received the wrong product?
• Received a product not as described?

Solution: We replace it!
If you receive your product from us with above issues, please hold the product and all packaging. With your cooperation and photo of your package and item(s) we will investigate, offer a solution and ship out any replacements needed.
Please note: If damage is only limited to the packing outside and the contents remain intact, products will not be considered defective.

Which party shall be responsible for the shipping cost when the product is returned?
The customer is responsible for associated shipping costs unless products are defective, wrong.

What is the return process?

1. If you want to return the goods, please contact us by email or through the contact page first. Please DO NOT return the product without authorization during the return process.
2. Pack the item into the original packaging.
3. Post the item to the return address we provide.
4. We will notify you by email after receiving and checking your return package. Further instructions will be provided in the email.

How to exchange product？
After you receive the product, if you want to exchange it, please follow the return process.
Then repurchase the product, and we will refund you after receiving and checking your package.
Please Note： Unless the exchange request is initiated due to a defective or wrong product, the refund does not include the shipping cost when purchasing the product.

The customer is not satisfied after receiving the product, how to refund?

• Our refund policy is only applicable to successful returns.
• We will process your refund within 2-3 business days after receiving your return package.
• Once we have processed your refund, you will receive a confirmation email from us. If you have opted for a refund via the original payment method, please allow up to 7 business days for your account to be credited. Please check your account. If you do not receive your refund after 7 days, please contact your payment processor directly for further information.
• Please Note: Unless the product is defective or wrong, the refund does not include the shipping cost when purchasing the product.