Shipping policy

Last updated: August 1, 2024. We are continually optimizing our shipping processes.

The following terms and conditions constitute our Shipping Policy. In certain cases, orders containing multiple items may be shipped in separate parcels. Please note that shipping instructions provided in the product description take precedence over this policy. We are not responsible for incorrect addresses or names. Ensure that your address and name are accurate and complete(avoid abbreviations!) 

1/20-2/2: due to the Chinese New Year holiday, processing times for some products shipped from China will be extended.

For each order, we retain photos or video recordings of the package at the time of shipment, including the package contents, shipping label, and customer address.

Free Shipping on orders over $69 USD

To ensure our emails reach your inbox, please add us to your email whitelist.

All our products are 100% Authentic, Original & Brand New.

How long for shipment?
Receiving time = Processing time +Shipping time. Total delivery time is calculated as processing time plus shipping time. Processing time refers to the time it takes to pack and prepare an order for shipment.

Processing time typically takes 1-3 business days. Please allow 4-6 business days for fragile quartz products and 3-5 business days for Handpans.For customized products, please refer to the product description for specific processing times.
Estimated shipping time is 4-10 business days for small parcels (under 8.8 lbs/4 kg and less than 14 inches in length). Free shipping for most fragile quartz crystal products takes 9-15 days (including processing and expedited shipping). Free shipping for crystal bowls 12 inches and larger may take 12-20 days; carrying cases:8-15 days. Expedited shipping is available for an additional fee. 
All references to timeframes are in business days and may be subject to delays due to holidays.

Shipping Destinations and Estimated Delivery Times:

• North America: 3-9 business days (free shipping & <8.8 lbs/4 kg).

• Europe: 4-8 business days (Northern Europe: 6-10 business days) (free shipping & <8.8 lbs/4 kg).

• Australia/New Zealand: 6-10 business days (free shipping & <8.8 lbs/4 kg).

• South America: 7-12 business days (free shipping & <8.8 lbs/4 kg).

• Asia: 6-9 business days.

Please note that free shipping to remote areas or islands may take longer.

Rest of the World (Worldwide): 7-25 business days. All products are shipped by air. Contact us for more specific shipping information.

Shipping times exclude clearance/customs delays (if applicable). Delivery to some countries may take up to 30 days due to differences in the customs clearance process.

Free Shipping for Handpan Drums 22 Inches or Above: (Note: PO Box addresses are not supported!)

• USA: 4-9 business days (please refer to the product description for specific details). Additional shipping fee: 3-6 working days.

• Canada:10-15 business days. Additional shipping fee: 4-8 business days.

• Australia / New Zealand: 9-15 business days. Additional shipping fee: 4-9 business days.

• Europe: 10-16 business days. Additional shipping fee: 4-9 business days.

• Asia: 5-9 business days. Additional shipping fee: 3-6 business days.

Rest of the World (Worldwide): Free shipping may take 10–35 business days. Expedited shipping is available for an additional fee.

For successful delivery, please ensure you provide your correct email address, shipping address, and phone number at checkout. We are not liable for failed deliveries due to missing phone numbers.

Misdelivered/Lost Packages and PO Boxes:

We are committed to providing reliable shipping services. However, we are not liable for misdelivered packages due to customer-provided incorrect addresses or packages delivered to PO Boxes. We rely on carrier-provided proof of delivery and are not responsible for lost or stolen packages after delivery to the address provided. We strongly recommend providing a secure delivery location.

Customs & Import Taxes:

We aim to minimize customs costs for our customers. Approximately 96% of customers' orders are tax-free, as we cover the tax. For orders over 10 lbs (4.5 kg), if the customer chooses expedited shipping (with an additional fee, shipped via UPS or FedEx) to Canada or Europe, they will be responsible for any applicable taxes. Additionally, even with free shipping, packages over 6 kg (13 lbs) sent to Canada or Europe may be subject to customs taxes. The customer will be responsible for paying these taxes.

Customs is a government agency responsible for regulating shipments entering a country or region. All shipments must clear customs before entering the destination country. We do not bear any customs duties or taxes upon entry into the destination country. If a package is returned due to failure to pay customs duties or taxes, we are not responsible for refunding the order.

If you have any question, please contact our customer service department: support@puresmusic.com.