Shipping Policy

Version: 1.0 | Last Updated: September 4, 2026

This Shipping Policy applies to products purchased through store.alpwalk.com.

The website and sales are operated by:

Legal Company Name: AlpWalk Technology (Hangzhou) Co., Ltd.
Trading Name: AlpWalk
Registered Address: 3rd Floor, Building C, No. 188 Yunzhan Road, Zhuantang Subdistrict, Xihu District, Hangzhou, Zhejiang Province, China

The company identified above is the exclusive seller of products purchased through the website unless checkout expressly identifies another lawful seller.

AlpWalk does not currently have subsidiaries, branches, offices, or other corporate establishments in the United States or Germany.

The warehouses and return facilities in the United States and Germany are operated by independent third-party service providers under separate agreement with AlpWalk. Such providers are not sellers or the parties to the purchase contract between you and AlpWalk, not agent of AlpWalk, not AlpWalk offices, or not the affiliated corporate entities of AlpWalk.

1. ORDER PROCESSING

Orders are generally processed within 4–10 business days after successful payment confirmation.This processing time is an estimate only and does not constitute a binding delivery commitment on our part.

Processing time refers to the period required to:

· Verify the order;

· Complete payment and fraud checks;

· Allocate inventory;

· Perform applicable product inspection;

· Prepare documentation;

· Package the order; and

· Transfer the package to a carrier.

Processing time does not include carrier transit time.

Orders are generally not processed on weekends or public holidays applicable to the relevant warehouse.

Processing may take longer during:

· Product launches;

· Promotional periods;

· Peak shopping seasons;

· Public holidays;

· Inventory transfers;

· Safety or quality inspections;

· Customs disruptions; or

· Other circumstances beyond our reasonable control.

2. FULFILLMENT LOCATIONS

Depending on product availability, destination, inventory allocation, carrier restrictions, and operational requirements, orders may be fulfilled through an independent third-party warehouse located in:

· The United States;

· Germany; or

· Another location expressly disclosed before or after order confirmation where necessary.

The location from which an order is dispatched does not change the identity of the seller.

The seller and website operator remain the Chinese legal company identified in this policy.

3. SHIPPING DESTINATIONS

We ship only to destinations made available at checkout.

Shipping availability may depend on:

· Product type;

· Destination;

· Local laws;

· Import restrictions;

· Carrier coverage;

· Battery transportation restrictions;

· Address type;

· Product availability; and

· Other operational considerations.

We may refuse or cancel an order if lawful or safe delivery cannot reasonably be arranged.

If an order is cancelled for this reason before delivery, applicable payments will be refunded to the original payment method.

4. SHIPPING METHODS AND COSTS

Available shipping methods, shipping charges, and estimated delivery times will be displayed at checkout where reasonably possible.

Shipping charges may depend on:

· Destination;

· Product;

· Package size and weight;

· Warehouse location;

· Carrier;

· Shipping speed;

· Import procedures; and

· Promotional terms.

The customer is responsible for reviewing the shipping method and cost before completing an order.

5. DELIVERY ESTIMATES

Delivery estimates begin after an order has been dispatched.

They do not include order-processing time unless expressly stated otherwise.

Delivery estimates are not guaranteed delivery dates.

Delivery may be affected by:

· Carrier delays;

· Customs clearance;

· Severe weather;

· Public holidays;

· Labor disruptions;

· Regional restrictions;

· Safety inspections;

· Incorrect address information;

· Unavailable recipients;

· Import procedures;

· Battery transportation requirements; or

· Other circumstances outside our reasonable control.

Nothing in this section limits any right available under applicable consumer law when an order is not delivered within a legally required or agreed period.

6. SHIPPING CONFIRMATION AND TRACKING

When available, a shipping confirmation email containing tracking information will be sent after dispatch.

Tracking information may require 24–72 hours to update after the carrier receives the package.

Tracking availability and update frequency vary by carrier and destination.

For orders shipped in multiple packages, separate tracking numbers may be provided.

7. SPLIT SHIPMENTS

An order may be divided into multiple shipments due to:

· Product availability;

· Warehouse allocation;

· Package size;

· Battery shipping restrictions;

· Carrier requirements; or

· Operational efficiency.

Customers will not be charged additional shipping fees solely because AlpWalk divides an order into multiple shipments, unless the customer separately requests a different service and agrees to the additional cost.

8. SHIPPING ADDRESS

Customers are responsible for providing:

· A complete and accurate delivery address;

· The correct recipient name;

· A valid telephone number;

· Necessary apartment, unit, building, or access information; and

· Any other information required for delivery.

Contact service@alpwalk.com promptly if an address correction is required.

We cannot guarantee that an address can be changed after warehouse processing or dispatch has begun.

AlpWalk is not responsible for a delay or failed delivery caused by inaccurate or incomplete information supplied by the customer.

9. ADDRESS CHANGES AND ORDER INTERCEPTION

Address changes are subject to:

· Order status;

· Warehouse capability;

· Carrier rules;

· Customs restrictions;

· Fraud-prevention requirements; and

· Additional costs.

If a carrier permits an address correction or interception, the customer may be responsible for actual additional charges where the correction is required because of customer-supplied information.

We will explain any applicable charge before requesting payment where reasonably possible.

10. UNDELIVERABLE OR RETURNED PACKAGES

A package may be treated as undeliverable when:

· The address is incorrect or incomplete;

· The recipient cannot be reached;

· Delivery is refused;

· The package is not collected within the carrier’s timeframe;

· Required customs information is not supplied;

· Import charges for which the recipient is responsible are not paid; or

· The carrier cannot safely complete delivery.

If a package is returned for a reason attributable to the customer, the customer may be responsible for actual and reasonable:

· Return transportation costs;

· Customs charges;

· Storage charges;

· Address-correction charges; and

· Reshipping costs.

We do not impose arbitrary penalties or an unspecified restocking fee for an undeliverable shipment.

We shall be entitled to deduct all actual costs incurred as a result of the return of the parcel, together with a reasonable handling fee directly from any refund .

11. DELAYED ORDERS

If an order is materially delayed before shipment, we may provide:

· An updated estimated shipping date;

· The option to continue waiting;

· An available substitute, with customer approval; or

· Cancellation and refund where required by law or agreed by AlpWalk.

We will not substitute a product without customer consent.

12. OUT-OF-STOCK PRODUCTS

If a product becomes unavailable after an order is placed, we may:

· Hold the order until inventory becomes available;

· Ship available items separately;

· Offer a revised delivery estimate;

· Offer an alternative product with customer approval; or

· Cancel and refund the unavailable product.

We will not make an unauthorized substitution.

13. CUSTOMS, IMPORT DUTIES, AND TAXES

The treatment of import duties, taxes, customs fees, and carrier brokerage fees depends on the destination and the shipping arrangement shown at checkout.

Where checkout expressly states that duties and taxes are included, AlpWalk will arrange the shipment on that basis, subject to the disclosed terms.

Where checkout does not expressly state that duties and taxes are included, the recipient may be responsible for applicable:

· Import duties;

· Import taxes;

· Customs clearance charges;

· Carrier brokerage fees; and

· Other government or carrier charges.

Customs authorities determine applicable charges. AlpWalk does not control their assessment.

A customer should not refuse delivery solely because of an unexpected customs request without first contacting service@alpwalk.com, unless immediate refusal is reasonably necessary or legally required.

14. CUSTOMS INFORMATION

Customers must provide accurate information reasonably required for customs clearance.

Failure to provide necessary information may result in:

· Delay;

· Return;

· Storage;

· Customs seizure;

· Abandonment; or

· Other charges.

AlpWalk is not responsible for consequences caused by false, incomplete, or unlawfully withheld customer information, except where responsibility cannot legally be excluded.

15. LOST PACKAGES

If tracking shows no movement for an unusually long period or a package does not arrive within the expected timeframe, contact:

service@alpwalk.com

We may:

· Review tracking records;

· Contact the warehouse;

· Open a carrier investigation;

· Request a delivery search;

· Request supporting information; and

· Provide an appropriate remedy based on the investigation, applicable law, and responsibility for the loss.

Risk of damage to or loss of the parcel shall pass to the customer upon handover of the parcel to the carrier. However, we will assist the customer in pursuing a claim against the carrier.

Responsibility will be determined according to:

· Carrier records;

· Delivery status;

· Shipping terms;

· The cause of the loss;

· Customer actions; and

· Applicable consumer law.

16. PACKAGES MARKED DELIVERED

If tracking shows delivery but you cannot locate the package:

1. Check the delivery location, mailbox, reception, parcel locker, or safe place;

2. Ask household members, neighbors, or building management;

3. Confirm the address in the order;

4. Contact the carrier where appropriate; and

5. Contact service@alpwalk.com.

We will reasonably assist with an investigation.

Once the carrier's system shows the parcel as delivered, our delivery obligation shall be deemed fulfilled. If the customer has not actually received the parcel, we will only provide assistance in tracing it and shall bear no liability for compensation.

17. STOLEN PACKAGES

Where a package is correctly delivered to the address supplied and is subsequently stolen, AlpWalk may not be responsible for the theft.

However, we will reasonably assist the customer with carrier documentation or investigation where available.

Nothing in this section limits rights that cannot legally be excluded.

18. DAMAGED PACKAGES

Inspect the package promptly after delivery. Inspection Period is forty-eight (48) hours after delivery, unless specifically provided in the purchase contract between the buyer and Alpwalk.

If the package or product is damaged, contact service@alpwalk.com as soon as possible and provide:

· Order number;

· Photographs of the outer carton;

· Photograph of the shipping label;

· Photographs of internal packaging;

· Photographs or video of the product; and

· A description of the issue.

Visible transportation damage should be reported within 48 hours to support a timely carrier claim.

If the Buyer finds any defects or non-conformities during the Inspection Period, it shall report Alpwalk in writing, specifying the nature and extent of the defects. Failure to notify Alpwalk of any defects within the Inspection Period, the Goods shall be deemed intact upon delivery, and Alpwalk shall no longer bear any liability for damage.

19. DELIVERY REFUSAL

Refusing delivery is not a substitute for an authorized return.

· The package is visibly and seriously damaged;

· Acceptance would be unsafe;

· The carrier instructs you to refuse; or

· Applicable law provides otherwise.

An unauthorized refusal may result in actual return, customs, storage, or reshipping costs for which the customer may be responsible where legally permitted.

20. FORCE MAJEURE AND EVENTS OUTSIDE REASONABLE CONTROL

Delivery may be affected by events outside our reasonable control, including:

· Natural disasters;

· Severe weather;

· War or civil unrest;

· Government action;

· Public-health emergencies;

· Carrier suspension;

· Customs disruption;

· Infrastructure failure; and

· Regional transportation restrictions.

We will take reasonable steps to reduce the impact and communicate material delays.

This section does not exclude rights that cannot legally be excluded.

21. CONTACT INFORMATION

22. LIMITATION OF LIABILITY

In no event shall AlpWalk be liable for any indirect, incidental, special or punitive damages arising out of this Policy or the shipment of the products. AlpWalk's total aggregate liability shall in no event exceed the amount actually paid by the customer for the relevant order.

23.DISPUTE RESOLUTION AND JURISDICTION

The formation, validity, interpretation, performance and dispute resolution of Alpwalk Shipping Policy and of all purchase contracts concluded through this website shall be governed by the laws of [the People's Republic of China].

Dispute Forum: [any dispute, controversy, or claim arising out of or in connection with Alpwalk Shipping Policy or use of this website, shall be subject to the exclusive jurisdiction of the competent court at the domicile of AlpWalk in the People's Republic of China. Notwithstanding the foregoing, where the Buyer is a natural person who qualifies as a consumer domiciled in a member state of the European Union or in the United Kingdom under Regulation (EU) No 1215/2012 or any applicable successor legislation, such dispute shall be subject to the non-exclusive jurisdiction of the courts of the member state or the United Kingdom in which the consumer is domiciled]