Shipping Policy

Shipping Policy

Last Updated: September 23, 2026

Thank you for shopping with PHEENN.

PHEENN is operated by Chengdu Rongchuang Zhiyun Technology Co., Ltd. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered.

Please review this policy before placing your order.

1. ORDER PROCESSING

Orders generally require approximately 1–3 business days to be processed before shipment.

Order processing may include:

  • Payment verification

  • Order confirmation

  • Product preparation

  • Quality checks

  • Packing

  • Shipping label preparation

  • Transfer to the applicable shipping carrier or logistics provider

Business days generally do not include weekends or public holidays.

During promotional events, holidays, periods of high order volume, or circumstances outside our reasonable control, processing may take longer than usual.

Once your order has been shipped, you may receive a shipping confirmation containing available tracking information.

2. ESTIMATED DELIVERY TIMES

Delivery times vary depending on the destination, selected shipping service, local carrier network, customs procedures, and other circumstances.

Typical estimated delivery times are:

Local or Regional Delivery

Approximately 3–7 business days after shipment.

International or Cross-Border Delivery

Approximately 7–21 business days after shipment.

These timeframes are estimates only and are not guaranteed delivery dates.

Processing time and shipping time are separate.

For example, an international order may require approximately 1–3 business days for processing, followed by approximately 7–21 business days for transit.

3. SHIPPING DESTINATIONS

PHEENN may ship to selected countries and regions depending on:

  • Product availability

  • Carrier coverage

  • Shipping restrictions

  • Checkout availability

  • Applicable laws and regulations

Available shipping destinations and shipping methods will generally be displayed during checkout.

If your destination cannot be selected during checkout, shipping may not currently be available to that location.

4. SHIPPING COSTS

Shipping charges, where applicable, are displayed during checkout before payment is completed.

Shipping costs may vary depending on:

  • Delivery destination

  • Order value

  • Package weight

  • Package dimensions

  • Selected shipping method

  • Promotional offers

Any available free-shipping promotions or thresholds will be displayed on the website or during checkout where applicable.

5. ORDER CONFIRMATION

After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.

Please review your confirmation carefully.

Customers are responsible for ensuring that the following information is correct:

  • Recipient name

  • Shipping address

  • Apartment or unit number

  • City

  • State or province

  • Postal or ZIP code

  • Country or region

  • Email address

  • Telephone number

  • Products ordered

  • Product quantities

If you notice an error, please contact us as soon as possible.

6. SHIPPING CONFIRMATION AND TRACKING

When your order has been dispatched and tracking information is available, you may receive a shipping confirmation email.

The tracking information may include:

  • Tracking number

  • Shipping carrier

  • Tracking link

  • Shipping status

Please allow some time after dispatch for tracking information to appear in the carrier's system.

It is normal for some tracking numbers to take several business days to display their first update.

7. TRACKING YOUR ORDER

You may track your shipment using the tracking number provided after dispatch.

Carrier tracking may show information such as:

  • Shipment accepted

  • In transit

  • Customs processing

  • Arrived at local facility

  • Out for delivery

  • Delivered

If you cannot locate your tracking information, please contact:

Email: service@pheenn.com
Phone: +852 7455701

For faster assistance, please include your order number.

8. TRACKING HAS NOT UPDATED

Tracking information may occasionally remain unchanged for several days while a package is moving between shipping facilities.

Possible reasons include:

  • Carrier processing delays

  • International transit

  • Customs clearance

  • Transfer between logistics providers

  • Local delivery network delays

  • Weekends

  • Public holidays

  • Weather conditions

  • Transportation disruptions

A temporary lack of tracking updates does not necessarily mean that the package has stopped moving.

If your shipment has not updated for an unusually long period, please contact us at service@pheenn.com.

9. INTERNATIONAL SHIPPING

International orders may travel through multiple logistics networks before reaching the final destination.

A shipment may be handled by:

  • International shipping partners

  • Customs authorities

  • Regional logistics providers

  • Local postal services

  • Last-mile delivery carriers

As a result, tracking formats and update frequency may vary throughout the delivery process.

10. CUSTOMS, DUTIES, AND TAXES

International shipments may be subject to:

  • Customs inspections

  • Import duties

  • Import taxes

  • VAT

  • Brokerage fees

  • Other government charges

Requirements vary by destination.

Where such charges are not collected during checkout, they may be assessed by the destination country's customs authority, carrier, or another authorized party.

Customers are responsible for any applicable import charges unless otherwise stated during checkout or required by applicable law.

PHEENN does not control customs processing times or charges imposed by government authorities.

11. CUSTOMS DELAYS

Some international orders may experience delays during customs clearance.

Customs processing may be affected by:

  • Local import procedures

  • Documentation reviews

  • Package inspections

  • Product classifications

  • Seasonal shipping volume

  • Government requirements

These delays are outside our direct control and are not included in our standard delivery estimates.

We will provide reasonable assistance if additional shipping information is required.

12. SHIPPING ADDRESS CHANGES

If you entered an incorrect shipping address, please contact us immediately.

Email: service@pheenn.com
Phone: +852 7455701

If the order has not yet been processed or shipped, we will make reasonable efforts to update the address.

Once an order has entered fulfillment or has been dispatched, we may not be able to modify the address.

Customers are responsible for providing complete and accurate shipping information during checkout.

13. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

Orders may generally be eligible for cancellation when:

  • The cancellation request is received within 48 hours after the order is placed, and

  • The order has not already been processed, fulfilled, or shipped

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.

After delivery, eligible products may be returned in accordance with our Return & Refund Policy.

14. INCORRECT OR INCOMPLETE SHIPPING ADDRESS

Customers are responsible for entering a complete and accurate shipping address.

PHEENN may not be responsible for delivery problems caused by incorrect or incomplete information provided during checkout.

Examples include:

  • Incorrect house number

  • Missing apartment or unit number

  • Incorrect postal code

  • Incorrect city

  • Incorrect state or province

  • Incorrect country

  • Misspelled recipient name

  • Incomplete delivery details

If an order is returned because of incorrect or incomplete shipping information, additional shipping charges may apply if the customer requests reshipment.

15. UNDELIVERABLE PACKAGES

A package may be considered undeliverable for reasons including:

  • Incorrect address

  • Incomplete address

  • Recipient unavailable

  • Delivery refused

  • Package not collected

  • Access restrictions

  • Carrier inability to locate the address

If a package is returned to us or a logistics facility as undeliverable, please contact our customer support team.

Depending on the circumstances, reshipping fees may apply.

16. REFUSED SHIPMENTS

Please contact us before refusing delivery whenever possible.

If a package is refused and returned, any refund or reshipment will depend on:

  • Whether the shipment is successfully returned

  • The condition of the returned products

  • Shipping costs incurred

  • Applicable carrier fees

  • Applicable consumer protection laws

Original shipping fees and return shipping costs may not be refundable where permitted by law.

17. LOST PACKAGES

If your package appears to be lost in transit, please contact:

service@pheenn.com

Please include:

  • Your name

  • Your order number

  • Your tracking number, if available

We may review the shipping history and contact the applicable logistics provider or carrier.

If the package is confirmed as lost, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.

18. PACKAGE MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows that your package was delivered but you cannot locate it, please first check:

  • Around your delivery location

  • Mailbox or parcel box

  • Porch or entrance

  • Reception desk

  • Apartment mailroom

  • Parcel locker

  • Building management

  • Household members

  • Neighbors where appropriate

Carriers may occasionally mark packages as delivered shortly before the package is physically left at the delivery location.

If the package still cannot be located, please contact the carrier and then contact us at service@pheenn.com.

We will review the available information and assist where reasonably possible.

19. DAMAGED PACKAGES

If your shipment arrives damaged, please document the condition of the package before discarding any packaging.

Please take clear photos showing:

  • Exterior packaging

  • Shipping label

  • Damaged areas

  • Product condition

  • Product packaging

Then contact:

service@pheenn.com

Please include your order number and relevant photos or videos.

If the product itself is damaged or defective, the issue will be handled according to our Return & Refund Policy.

20. MISSING ITEMS

If your package arrives but an item is missing, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the missing product

  • Photos of the products received

  • Photos of the packaging

  • Shipping label where available

Some orders may occasionally be shipped in separate packages.

Our team will review your order and shipping information before determining the appropriate resolution.

21. MULTIPLE PACKAGES

Depending on product availability, warehouse location, or logistics requirements, a single order may occasionally be shipped in multiple packages.

In this situation:

  • Packages may arrive on different dates

  • Each package may have a different tracking number

  • One item may arrive before another

Receiving only part of an order does not necessarily mean that the remaining items are missing.

Please review all available tracking information or contact us if you require assistance.

22. DELIVERY DELAYS

Although we work with logistics providers to deliver orders within the estimated timeframe, delays may occur.

Possible causes include:

  • Severe weather

  • Natural disasters

  • Carrier disruptions

  • Customs inspections

  • Transportation disruptions

  • Holiday shipping volumes

  • Local postal delays

  • Labor disruptions

  • Government restrictions

  • Incorrect delivery information

  • Circumstances outside our reasonable control

Estimated delivery times are not guaranteed.

We appreciate your patience when delays occur outside our direct control.

23. HOLIDAYS AND PEAK PERIODS

During major holidays, promotional campaigns, or unusually high-volume periods, order processing or shipping may take longer than normal.

This may include periods such as:

  • Major shopping events

  • Holiday seasons

  • Public holidays

  • Carrier peak seasons

We recommend placing time-sensitive orders as early as possible.

24. DELIVERY RESPONSIBILITY

Once a shipment is transferred to the applicable carrier or logistics provider, transit and delivery are handled through their network.

However, PHEENN will make reasonable efforts to assist customers with legitimate shipping concerns, including:

  • Lost shipments

  • Damaged shipments

  • Incorrect deliveries

  • Tracking problems

  • Significant shipping delays

Please contact us with your order number so that we can review the available shipping information.

25. RETURNS

Eligible products may generally be returned within 30 days after delivery, subject to the conditions of our Return & Refund Policy.

Before returning any product, please contact:

service@pheenn.com

Do not send products back without first receiving return instructions.

26. RETURN ADDRESS

Our return address is:

Chengdu Rongchuang Zhiyun Technology Co., Ltd.

Room 201-2, 2nd Floor, Building 50, No. 888, Section 2, Chenglong Avenue,
Chengdu Economic and Technological Development Zone (Longquanyi District),
Chengdu, Sichuan Province, China

Please contact customer support before sending any return.

27. CHANGES TO THIS SHIPPING POLICY

We may update this Shipping Policy from time to time to reflect changes in:

  • Shipping methods

  • Logistics providers

  • Delivery areas

  • Business practices

  • Legal requirements

  • Operational procedures

When changes are made, we may revise the Last Updated date at the top of this page.

28. CONTACT US

If you have questions regarding an order, shipping, tracking, delivery, returns, refunds, cancellations, or other after-sales matters, please contact us.

Brand Name:
PHEENN

Legal Company Name:
Chengdu Rongchuang Zhiyun Technology Co., Ltd.

Customer Support Email:
service@pheenn.com

Phone:
+852 7455701

Business Address:
Room 201-2, 2nd Floor, Building 50, No. 888, Section 2, Chenglong Avenue,
Chengdu Economic and Technological Development Zone (Longquanyi District),
Chengdu, Sichuan Province, China

Return Address:
Room 201-2, 2nd Floor, Building 50, No. 888, Section 2, Chenglong Avenue,
Chengdu Economic and Technological Development Zone (Longquanyi District),
Chengdu, Sichuan Province, China

Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM (Hong Kong Time)

Response Time:
We aim to respond within 24–48 business hours.

For faster assistance regarding an existing order, please include your order number whenever possible.

Thank you for choosing PHEENN.

We appreciate your trust and look forward to providing practical products and responsive customer service.