Shipping Policy

Thank you for choosing Firstobuy and our collection of knitted round cushions. This website, www.firstobuy.com, is wholly operated by HONGKONG KATE LIMITED, which serves as the sole operating entity of this platform and is responsible for all warehousing, order processing, logistics, and after-sales services. The website and the operating company share a direct subordinate relationship under the same legal entity, with all shipping and delivery matters uniformly planned, executed, and managed by HONGKONG KATE LIMITED. We fully understand that the shipping process directly affects your shopping experience and the condition of the products you receive. For this reason, we have established a clear, transparent, and globally applicable shipping policy, allowing you to fully understand the time expectations and cost structure at each stage before placing your order.

I. Order Processing Time

All orders placed through www.firstobuy.com will enter the processing stage upon successful payment and receipt of the system confirmation email. After order information is verified, the warehousing team of HONGKONG KATE LIMITED will arrange picking, quality re-inspection, and packaging for dispatch.

• Standard processing timeframe: We commit to processing and dispatching your order within 1 to 3 business days (business days do not include weekends or public holidays).

• Order confirmation: Once processing is complete, the system will automatically send a shipping confirmation email to the address you provided at checkout, containing the tracking number and carrier information, allowing you to monitor the real-time shipping status of your package.

• Delays: During promotional periods, extreme weather conditions, or force majeure events, processing times may be slightly extended. Should such circumstances occur, HONGKONG KATE LIMITED will proactively notify you via your registered email address (customer@firstobuy.com is our external contact email, but notifications will be sent from the same domain by system or staff) explaining the reason for the delay and the revised shipping schedule. Please keep an eye on your inbox.

If you have not received a shipping notification within 5 business days after successful payment, please contact us via email at customer@firstobuy.com, and our operations team will verify your order status and provide a written response.

II. Shipping Time

Shipping time refers to the period from when the package leaves our warehouse to when it is finally delivered to your designated address. As we serve multiple regions worldwide, delivery durations vary depending on destination distance, customs clearance efficiency, and local postal/courier service capabilities. Below are the estimated shipping time ranges for major regions:

Please note that the above times are estimates based on historical data. Actual delivery may be affected by customs inspections, holiday delivery delays, local strikes, or adverse weather conditions—factors beyond our control. HONGKONG KATE LIMITED will make every effort to select reliable carriers and provide valid tracking numbers after dispatch so that you can follow up independently. However, we regret that we cannot assume direct responsibility for non-controllable delays caused by third-party logistics providers and kindly ask for your understanding.

III. Shipping Method

Currently, Firstobuy adopts standard international express service as the base shipping method for all global orders. We partner with multiple internationally recognized logistics carriers and flexibly select the optimal route based on destination and package weight.

• Carrier selection: The logistics team of HONGKONG KATE LIMITED will automatically match the most appropriate courier service (such as international postal systems, or standard economy services from DHL, FedEx, UPS, etc.) based on the actual dispatch and delivery addresses, striking a reasonable balance between shipping time and cost.

• Tracking: All orders come with full tracking capabilities. You can monitor your package's real-time status via the link in the shipping confirmation email or directly on the carrier's official website.

• Delivery signature requirement: In most regions, a valid ID or signature confirmation is required upon delivery. If you are unable to receive the package in person, we recommend authorising a reliable representative or contacting the local delivery office in advance to reschedule. Additional delivery fees or return costs resulting from the recipient being unreachable or refusing delivery shall be borne by the buyer.

• Remote area surcharges: Some remote locations may not fall within the carrier's standard service coverage. HONGKONG KATE LIMITED will pre-assess such cases and notify you via email of any potential remote area surcharge (if applicable) for your confirmation before dispatching.

IV. Shipping Cost

Our shipping cost structure is straightforward and uniformly applied worldwide, with the following two simple tiers—no other complex fee schedules are used:

• Standard Shipping Fee: For orders with a subtotal (excluding any additional fees) between USD 0 and USD 98 (inclusive) , a flat shipping fee of USD 10 will be charged per order. This fee covers basic packaging, warehousing handling, and standard international express delivery costs.

• Free Shipping: For orders with a subtotal exceeding USD 98, the order will qualify for free shipping—no shipping fee will be charged.

The shipping cost will be automatically calculated and displayed at checkout based on your cart total, so you can clearly see the applicable rate before placing your order. There are no hidden fees or post-purchase price adjustments.

Special notes:

• The shipping fee is calculated on a per-order basis; multiple orders cannot be combined for shipping discounts;

• If the final payment amount after discounts or promotions falls below USD 98, the standard shipping fee of USD 10 will still apply;

• All shipping fees are quoted and charged in USD. Your bank or payment platform may apply real-time exchange rates, and the actual charged amount in your local currency will be as shown by your payment provider;

• We do not offer cash-on-delivery (COD) shipping for any order. All shipping fees must be paid at checkout (except for free shipping orders).

V. Customs Duties and Import Fees

During cross-border shipping, customs authorities in some destination countries or regions may levy import duties, value-added tax (VAT), or other import-related charges. These fees are not collected by HONGKONG KATE LIMITED but are determined by local customs in accordance with applicable regulations.

• Responsibility for taxes and duties: All import duties, VAT, customs clearance fees, and similar charges shall be borne by the recipient (i.e., the buyer) . We are unable to estimate or pre-pay such fees on your behalf. We recommend that you consult your local customs office or review relevant regulations before placing an order for specific duty rates.

• Customs clearance assistance: HONGKONG KATE LIMITED will provide necessary documentation and product value information to facilitate customs clearance. However, if the package is returned or destroyed due to the recipient's failure to cooperate promptly (e.g., failure to provide identification documents or pay duties on time), any resulting loss and additional shipping costs shall be the buyer's responsibility.

• Declared value: The declared value for all orders will be based strictly on the actual amount paid, with no under-declaration or misrepresentation. We adhere to lawful and compliant cross-border shipping practices and kindly ask for your understanding in this regard.

If you have any concerns regarding customs duties, you are welcome to email us at customer@firstobuy.com. Our operations staff will provide reference information based on past experience, but the final decision and specific amounts remain subject to the determination of local customs authorities.

VI. Address Accuracy and Changes

To ensure accurate delivery, please carefully verify your shipping address (including country, city, street, postal code, recipient name, and contact phone number) at the time of ordering. HONGKONG KATE LIMITED will ship strictly to the address you provide.

• Address changes: If you need to modify your shipping address after payment, please contact us via email (customer@firstobuy.com) as soon as possible. If the order has not yet entered the packing stage, we will do our best to assist with the change. If the order has already been handed over to the carrier, the address cannot be modified; we can only attempt to contact the delivery service for interception or redirection, and any additional costs incurred will be borne by the buyer.

• Returns due to incorrect address: If a package is returned to HONGKONG KATE LIMITED because the address provided was incomplete, incorrect, or because no one was available to receive it, we will notify you via email. You may choose to have the package re-shipped at your own cost, or apply for a refund (the refund amount will be deducted for actual shipping costs incurred and warehousing handling fees). All round-trip shipping costs resulting from such errors shall be borne by the buyer.

VII. Package Anomalies and Lost Shipments

While we work with reliable carriers, there remains a small possibility of package delays, damage, or loss during cross-border transit. Should such issues arise, please follow the guidance below:

• Exceeded shipping time: If your package has not arrived within the maximum estimated shipping timeframe, please first check the latest tracking status. If the tracking information shows no updates for 7 consecutive business days, please send an email to customer@firstobuy.com. Our operations team will initiate an inquiry with the carrier and inform you of the progress as soon as we receive feedback.

• Package damage: If you notice obvious damage, crushing, or moisture to the outer packaging upon delivery, we recommend that you inspect the contents in the presence of the courier and take photos as evidence. If you wish to file a claim, please retain all original packaging materials and contact us via customer@firstobuy.com within 3 business days of delivery, attaching your order number, photos of the damage, and a photo of the shipping label. We will negotiate with the carrier for compensation based on the actual circumstances.

• Lost package: If the tracking status shows "delivered" but you have not actually received the package, please first check with family members, building management, or nearby collection points. After confirming the loss, please contact us promptly. HONGKONG KATE LIMITED will assist you in filing a lost package investigation with the carrier. The investigation period typically ranges from 10 to 20 business days, and the final outcome will be subject to the carrier's investigation findings.

VIII. Operating Entity and Policy Implementation

This Shipping Policy is formulated, published, and executed by the website's operating entity, HONGKONG KATE LIMITED. This entity is responsible for all shipping-related decisions, carrier management, complaint handling, and policy updates. We reserve the right to make reasonable amendments to this policy based on changes in global logistics costs, carrier service adjustments, and other relevant factors. Any material changes will be announced on the Shipping Policy page at www.firstobuy.com and will take effect on the date of announcement. We recommend that you review the latest version before each order to ensure you are fully informed of the current shipping terms.

At Firstobuy, we believe that a reliable and transparent shipping service is an essential part of our brand reputation. While we cannot fully control every aspect of third-party logistics, we continuously strive to improve our packaging standards, carrier selection, and anomaly response mechanisms to minimise uncertainty during transit. Should you have any further questions after reading this policy, you are welcome to reach out to us via email at customer@firstobuy.com, and we will respond with clear, candid, and thorough written explanations.