1. Order Processing Time

All orders are processed within 1–2 business days (excluding weekends and public holidays).

Once your order has been shipped, you will receive a confirmation email with tracking information.

Please note that processing times may be slightly extended during peak seasons or promotional periods.

2. Shipping Regions

We currently ship to the following regions:

• United States
• Europe (selected countries only): Netherlands, Poland, Spain, Hungary, Austria, Belgium, Ireland, Sweden, France, Germany, Italy
• Japan

Important Notes:

Some remote areas in the United States and Japan may not be eligible for delivery
Shipping availability may vary depending on logistics constraints and carrier coverage

If your location is not supported, please contact us before placing an order.

3. Estimated Delivery Time

• United States
  Standard Shipping: 3–7 business days
  Remote areas: 5–10 business days
• Europe
  Standard Shipping: 3–7 business days
  Remote areas: 5–10 business days
• Japan
  Standard Shipping: 2–3 business days
  Remote areas: 5–6 business days

Delivery times are estimates and may vary due to logistics conditions, weather, or carrier-related delays.

4. Shipping Fees

We offer free shipping based on the order amount and delivery market.

The applicable shipping fee and currency will be displayed at checkout based on your shipping destination.

Please note:

For deliveries to non-EU European countries, an additional €59 customs clearance fee may apply.

This fee is charged to cover customs clearance, handling, and related cross-border processing costs.

Any additional duties, taxes, or import fees required by local authorities may vary depending on the destination country and are the customer’s responsibility unless otherwise stated.

5. Warehousing & Fulfillment

We operate local warehouses in the United States, Europe, and Japan to ensure fast and efficient delivery.

Whenever possible, orders will be shipped from the warehouse closest to your delivery address.

6. Shipping Carriers

We work with trusted international and local carriers to ensure reliable delivery:

• United States: FedEx
• Europe: DPD, DHL
• Japan: Yamato Transport, Sagawa Express

The carrier will be selected based on your location and order details.

7. Customs Duties & Taxes

All applicable VAT, taxes, and import duties are included in the product price.

However, for non-EU European countries, additional customs clearance fees or handling charges may apply, depending on local customs policies. These fees are not controlled by us and, if applicable, are the responsibility of the customer.

8. Tracking Your Order

Once your order has been shipped, a tracking number will be sent to your email.

Please allow 24–48 hours for tracking information to update.

9. Delivery Issues

• Delayed Delivery

          If your order does not arrive within the estimated timeframe, please contact us for assistance.

• Lost or Missing Packages

         If your package is marked as delivered but not received:

Please check with neighbors or your local delivery office
Contact the carrier directly
Reach out to our support team for further help

10. Address Accuracy

Customers are responsible for providing accurate and complete shipping information.

We are not responsible for delays or losses caused by incorrect or incomplete addresses.

If you need to update your shipping address, please contact us within 24 hours of placing your order.

11. Failed Delivery & Refused Packages

If a package cannot be delivered or is refused due to customer-related reasons:

Return shipping costs may be deducted from your refund
Original shipping fees (if any) are non-refundable

12. Contact Us

If you have any questions regarding shipping, please contact us:

Email: support@ergoreal.net

Response Time: within 72 business hours