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Frequently Asked Questions

We're dedicated to providing you with the outstanding customer care and support. If you have an issue with our service or products, please read the following information or contact . Our customer care team will get back to your request as soon as possible.

You can choose the shipping method you want on the Billing, Shipping, and Review page during the Checkout process. There are three main shipping methods to choose from:

Expedited Shipping

Forwarder: DHL, UPS, FEDEX, TNT

This shipping method is the fastest available. Delivery times are between 3 - 5 days to all major destinations. Shipping costs vary with item, but all orders that use expedited shipping will receive a 36% discount on shipping costs.

Standard Shipping

Forwarder: EMS

Standard shipping takes a bit longer than expedited shipping but costs less. Delivery times are between 7 - 10 days to all major destinations. Shipping costs vary with item, but all orders that use standard shipping will receive a 26% discount on shipping costs.

Table Rate (Best Way) Shipping

Forwarder: Hong Kong Post or Singapore Post

Delivery times are between 15 - 30 days for all major destinations. Although the delivery time is much longer, shipping costs are much lower when this option is chosen. Order tracking may not always be available with Table Rate Shipping. Please take this into consideration when choosing this option.

Free Shipping

Tracking information may not be available for certain orders.

The product(s) you have just purchased will be shipped within 1-5 working days, and will take an additional 15-30 days to arrive. This longer than usual shipping time is necessary in order to maintain the lowest possible price for you.

Estimate Total Delivery Time

Before your order is shipped, has to process your order and put all your items through its strict quality control tests. Because of this, Total Delivery Time is different to shipping time alone.

Total Delivery Time = Processing Time  Shipping Time

As we have such a wide range of products, processing time differs from category to category.


Q: To which countries do you ship?
A:We currently ship to 80 global destinations and will increase the countries to which we ship to exceed 100 in the next few weeks. Please send us an email if you do not find your country on our list.

Q: After I make payment for the goods, how long will it take for the goods to be shipped?
A:Most orders will process and ship from our warehouse within 2 business days of the payment confirmation. You will receive a confirmation email containing shipping details when your order ships. After we ship your goods we will update your order with the tracking number. If the goods are not shipped following 5 days of your order, we will communicate with you.

Q: Who can advise on local taxes, import duties, tariffs, VAT, GST or other fees incurred upon goods arriving at the place of import?
A:As each country’s local taxes, laws and import restrictions are peculiar to each individual country, we strongly advise you seek legal advice from your local customs or import broker concerning BEFORE you confirm you order.

Q: Who pays for local taxes, import duties, tariffs, VAT, GST or other destination fees?
A:The purchaser is responsibly for payment of local taxes, import duties, tariffs, VAT, GST or other destination fees.

Q: Who pays for the Goods to be delivered?
A:The Purchaser agrees to pay delivery costs.

Q: What do I do if I want to make a claim concerning a short delivery or damage?
A:Any claims for shortages in delivery or damage to the Goods must be made in writing within 5 business days of receiving the Goods. We will not be liable for any claim not received within 5 business days of You receiving the Goods.

Q: If the Goods are delayed can I claim damages from
A:We will use all reasonable efforts to ensure that the Goods are delivered on time, but We shall not be liable for any loss arising from any delay in delivery. Delay in delivery shall not entitle You to cancel the order.

Q: What special conditions exist if you If you send the goods in more than one shipment?
A:In the event that We elect to deliver the Goods by installment, each installment shall be deemed to be a separate contract. Each installment of an order shall be paid for on the basis that an installment is a new order.

1.1 Does KeepingTouch ship internationally?

Yes we do ship internationally. But we can't ship to countries currently restricted to the UN economic sanctions. Hard-to-reach destinations will cause the higher shipping cost and the longer transit time.

1.2 What's the shipping cost?

KeepingTouch has opened 2 warehouses: SZ and HK. You can enjoy our FREE SHIPPING service if your orders choose to ship from our HK warehouse. For larger or urgent orders, customers are welcome to choose DHL for faster delivery of products for a nominal upgrade fee to cover cost.

The shipping cost paid in advance is generally calculated based on the shipping method, destination country and the gross weight. To find out how much it would cost to ship to your location, add the items to your cart and calculate shipping upon checkout.

1.3 Will I be charged customs and import taxes?

All customs and import taxes are calculated and charged once the parcel reaches its destination country. These charges must be paid by the recipient.

Unfortunately we have no control over these charges and cannot tell you what the cost would be as customs policies and import duties vary widely from one country to another.

1.4 How long should I wait for getting my order?

Generally speaking, all orders will be dispatched within 24-48 hours (Mon-Fri). When the items were out of our HK stock and need replenish or have to dispatch from SZ

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Order Tracking

Here, you can track your order, to know whether shipped or has arrived .