We understand that it can be confusing when our website shows a “free shipping” policy, but additional shipping fees appear at checkout. Below we would like to clearly explain the reason and how it works.
1. Why is there an extra shipping fee?
In some cases, your delivery address may be classified as a remote or extended delivery area by the logistics carrier. When this happens, the carrier may charge an additional surcharge for transportation.
Please note:
- These extra fees are determined directly by the logistics company
- They are outside of our direct control
- They are not included in the standard “free shipping” policy
Our shipping policy also mentions that additional charges may apply for remote or special delivery areas.
2. Why can’t we show the extra fee immediately when entering the address?
At the moment, we are unable to display the exact shipping fee in real time during checkout because:
- Shipping costs are not finalized until the order is placed
- Once your order is created, we submit your full address to the logistics provider
- The carrier then calculates the final shipping cost based on distance, service area, and delivery conditions
Because of this process, there is a short delay between order placement and final shipping fee confirmation, so the system cannot always show the exact cost instantly at checkout.
3. What solutions do we offer?
We always try our best to support our customers:
- We will try to waive or reduce the shipping fee within our maximum support limit whenever possible
- We are continuously working to improve our system so that customers can be informed of potential extra fees earlier in the checkout process
4. If the shipping fee is too high
If you feel the shipping cost is too high or difficult to accept, you may also:
- Provide an alternative delivery address
- Our team will recheck the shipping cost based on the new address
- In some cases, this may reduce the fee or qualify for free shipping
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