Platoon

1. How long does it take to get my products?

Orders placed before 4 PM will be shipped the same day. See our shipping & delivery center for more info.

2. When will my order be shipped?

We take care that all orders placed before 2PM are shipped within the same business day. After your order is shipped, we'll promptly send a shipping notification email that includes tracking information, so you can keep tabs on your purchase.

Standard Order Processing & Shipping Time

Standard Processing Time:

• Order processing at our warehouse/workshop: 1–3 business days.

• In case an item is out of stock, additional 3–5 business days may be required for production. Customers will be notified accordingly.

Shipping Time:

• Estimated delivery time: 7–12 business days after the carrier has picked up the package.

Business Days:

• Business days do not include weekends (Saturday & Sunday) or major public holidays and extended holiday periods.

Possible Delivery Delays (Force Majeure)

Delivery times may be extended due to circumstances beyond our direct control, including but not limited to:

• Severe weather conditions (such as snowstorms, earthquakes, natural disasters, etc.).

• High-volume shopping seasons or regional overloads causing carrier delays.

These situations are considered force majeure. In such cases, we will provide customers with timely notifications and updated tracking information whenever available.

Typical delays may add approximately 3–8 business days, depending on the situation.

3. Where is my order?

Once your order is shipped, you will receive an email from us that includes a tracking number. You can use this information to track the status of your shipment and get an estimated delivery date.

Please note that the carrier may take up to 24-48 hours to update the tracking information after your order is shipped.

You can track your order [here].

4. Why was my order delayed?

Please keep in mind that the estimated delivery date depends on during busy times like BFCM, Christmas holidays and peak shopping seasons, carriers may experience higher volumes of shipments, leading to longer delivery times.

Unforeseen circumstances such as weather, natural disasters, or other events beyond our control can also cause delays in transit. And during sale times, orders may take longer to process and ship due to higher order volumes.

If your estimated delivery date has passed, please don't worry - delays can happen, especially during busy times. We suggest allowing an extra few days for your package to arrive, but if it still hasn't arrived after that, please get in touch with us so we can investigate further.

5. Where do you ship from?

We have a strong logistics infrastructure that enables us to ship to over 160 countries from various locations. Currently, we have multiple shipping locations in China, US, and Germany, allowing us to cater to our global customers' needs promptly.

Please note that where your order will be shipped from may vary depending on the shipping address and the availability of the products you ordered. We always strive to ship your order from the location that can get it to you the fastest and most efficiently.

6. Why was my order divided into two or more packages?

We understand that receiving multiple packages for your order may seem confusing, so we want to clarify why this may happen.

In some cases, we may need to divide your order into separate packages due to weight, package volume, or product availability. For example, if your order is particularly heavy or large, we may need to divide it into multiple shipments to ensure safe and efficient delivery.

Additionally, if your order contains products with different stock statuses, we may choose to ship the available products separately to expedite the delivery process. This means that you may receive some of your items in one package and the rest in another.

We provide a unique tracking number for each package, so you can track the delivery of each item separately.

7. My order appears to have been delivered but I did not receive it?

Firstly, we recommend checking your mailbox or doorstep, as some packages may be left there. It's also worth asking your neighbors if they have received your package, as delivery workers may leave packages with neighbors when recipients are not available.

If you have checked these options and still cannot locate your package, please contact the post office in your region with your tracking number. They should be able to provide you with information on the status of your package and its whereabouts.

Please keep in mind that we are not responsible for lost or stolen packages after they have been delivered to the address provided at the time of purchase. However, we will do our best to assist you in finding your package and resolving any issues that arise.

8. Can I change the delivery address on my order?

To ensure that your change request can be processed, we kindly ask that you contact us within 1-3 hours after placing your order. We will accept the change made within this period.

If you contact us within 12 hours after placing your order, we will still do our best to assist you with your change request. However, if your order has already been shipped, we regret to inform you that we will not be able to make any changes to the address.

9. Do you do international shipping?

Yes, we do! We work with high-quality cargo companies to ensure that we can ship our products to more than 160 countries around the world. Whether you're across the border or across the ocean, we can get your order to you safely and efficiently.