We know you're excited to get your order, so we work hard to get it to you as quickly and safely as possible. Here's everything you need to know about how we ship.
Processing Time
Once you place your order, we need a little time to pick, pack, and get it ready to go. This is called processing time.
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Processing takes 1 to 2 business days.
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Orders placed after 3:00 PM Hong Kong Time, or on weekends and public holidays, will start processing the next business day.
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If there's a delay for any reason, we'll email you right away.
Shipping Methods and Delivery Times
We offer two shipping options at checkout. Delivery times are counted from the day your order ships, not the day you place it.
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Standard Shipping: Usually 30 to 40 business days after processing.
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Express Shipping: Usually 20 to 30 business days after processing.
These are estimates, not guarantees. Delays can happen due to customs, weather, or carrier issues. We'll do our best to keep you updated.
We ship from our warehouse in Hong Kong.
Shipping Costs
Shipping costs are calculated at checkout based on the weight of your order, where it's going, and the shipping method you choose. You'll see the exact cost before you pay.
From time to time, we run free shipping promotions. Keep an eye on our site or sign up for our emails so you don't miss out.
Where We Ship
We ship to many countries around the world. If you can select your country at checkout, we ship there. If you don't see your country listed, email us at service@bonagirl.com and we'll see what we can do.
Order Tracking
Once your order ships, we'll send you a shipping confirmation email with a tracking number. You can use that number on the carrier's website to follow your package.
You can also check your tracking number on 17TRACK, which works with many carriers around the world:
https://www.17track.net/zh-cn
For more details, check out our Track Your Order page.
Customs, Duties, and Taxes
International orders may be subject to customs fees, import duties, and taxes charged by your country. These charges are your responsibility. We can't predict what they'll be, and we can't reimburse them.
If you refuse a package because of customs fees, we won't refund your original shipping cost, and we may deduct the cost of return shipping from your refund.
Delivery Issues
Tracking says delivered, but I don't have it.
Check around your front door, porch, mailbox, or any safe spot the carrier might have used. Ask neighbors or your building's front desk. Sometimes carriers scan a package as delivered a little early, so wait one more business day. If it still doesn't turn up, email us at service@bonagirl.com within 7 days of the delivery scan. We'll look into it with the carrier.
My package seems lost in transit.
If tracking hasn't updated in 5 business days, reach out to us. We'll open a case with the carrier and work to get it sorted.
My package was returned to you.
If a package comes back to us as undeliverable, we'll contact you. We can reship it, but you may need to cover the shipping cost again. If you'd rather not, we'll refund the order minus the original shipping cost.
Incorrect Address
Please double-check your shipping address at checkout. If you need to change it, email us at service@bonagirl.com as soon as possible. If your order hasn't shipped yet, we'll do our best to update it. Once it's on the way, we can't redirect it.
If a package is returned to us because of an incorrect or incomplete address, we'll refund the order minus shipping, or we can reship it at your cost.
Split Shipments
Sometimes we ship items separately if they're coming from different locations. If that happens, you won't be charged extra. You'll get a tracking number for each package.
Shipping Restrictions
We ship to most addresses, including PO boxes, for standard shipping. Express shipping may require a physical street address. If we can't ship to your address, we'll let you know.
Need Help?
Questions about shipping? We're happy to help. Email us at service@bonagirl.com, or reach us at:
Bona Girl Customer Care
Unit 1508, 15/F, 28 Hennessy Road
Wan Chai, Hong Kong
Phone: +852 3621 9084
Thanks for shopping with Bona Girl.
The Bona Girl Team