Return Policy
Delivery Time
Orders are processed and shipped on business days (Monday to Friday, excluding national holidays).
Orders placed on national holidays and weekends will be processed on the next business day.
Product Shipment / Delivery Methods and Logistics Handling Fee
Delivery Methods:
1. Home Delivery:
Unless otherwise specified, ordered products will be shipped by Hsinchu Logistics. Currently, delivery dates and times cannot be specified. The actual delivery time depends on the courier company. If you do not receive your order within 3-5 business days after shipment, please contact our customer service hotline as soon as possible.
2. Convenience Store Pickup:
Ordered products will be delivered to your designated convenience store. A text message will be sent to notify you when the product arrives at the convenience store. Please pick up your order from the designated convenience store within the pickup period. Overdue orders will be automatically returned. If you still wish to keep the ordered items, you will need to place a new order. *If you need to receive your order urgently, we recommend choosing "Home Delivery" for faster service.
Product Shipment:
1. In-stock products:
We will arrange shipment of in-stock products within 2-3 business days (excluding national holidays) after you receive the "Order Confirmation Email". The actual delivery time depends on the logistics method you choose.
2. Pre-ordered products:
If an order contains pre-ordered products, shipment will be arranged in order of receipt once all items in the order are available.
If an order contains two pre-ordered products with different availability dates, shipment will be arranged once all items in the order are available.
3. In the event of the following factors, delivery times will be arranged on a case-by-case basis:
(1) Orders where the quantity of ordered goods is insufficient and requires additional sourcing.
(2) Incomplete ordering party/recipient information; staff will confirm and arrange shipment time.
(3) In case of irresistible factors such as typhoons or earthquakes, shipments will be dispatched within 2-3 business days after the next working day.
(4) During festive seasons/promotional periods, due to high order volume, shipments will be dispatched within 3-5 business days.
(5) Delivery times during Lunar New Year or consecutive holidays will be subject to announcements on the website/fan page.
(6) For any special circumstances not detailed above, customer service personnel will contact you individually for explanation.
Delivery Area:
Limited to Taiwan (i.e., Taiwan main island, Penghu, Kinmen, and Matsu). If the delivery address is an outlying island, the actual delivery time will depend on the freight company's operations.
Logistics Handling Fee:
If a single purchase meets the free shipping threshold, we will deliver to your home or your designated convenience store free of charge. However, if a single order does not meet the free shipping threshold, a "logistics handling fee" will be charged. The amount of the logistics handling fee varies by region and will be displayed at checkout.
*Products in the same order cannot be sent to multiple shipping addresses. If you need to send products to multiple shipping addresses, please place separate orders. Shipping fees will be calculated based on the total amount of each individual order.
Receiving Goods
Upon delivery of your ordered goods to your designated address and signing by you or your agent, please promptly inspect the items and quantity for correctness, and check for any defects. Please record the unboxing process to protect your rights. If you have any questions about the products received, you may contact AIrITY online customer service or the customer service hotline during business hours.
Exchanges
Currently, exchanges are only accepted for defective products or incorrect items received. If you receive a defective or damaged product, or an incorrect item, we offer unconditional return and exchange service. Please contact AIrITY online customer service or the customer service hotline within 7 days (including national holidays) from the date of receipt. Please pack the complete, unopened defective/incorrect product. After confirming your exchange request, we will arrange for a courier company to pick up the item at your designated location within 5 business days (excluding weekends and national holidays). Once the defective/incorrect product is received and it is confirmed that the defect/incorrect shipment was due to our fault or that of our contracted carrier, we will replace it with a new product and send it to your order's designated delivery address within 5 business days, free of charge. Each order is limited to one exchange service.
When processing an exchange, please use the original cardboard box to properly pack the item you wish to exchange. If the original box is lost, please use another complete cardboard box for packaging. Do not directly affix labels or write on the original manufacturer's packaging.
Returns
Only full order returns are accepted. Please contact AIrITY online customer service or the customer service hotline within the 7-day appreciation period (including national holidays) from the date of receipt, and pack the complete:
(1) All unopened products
(2) All gifts and bundled items
(3) Sales invoice together in a box
Within 5 business days (excluding weekends and national holidays) after confirming the return request, the designated courier company will collect all ordered products and gifts. The shipping cost will be borne by our company.
When returning items, please use the original cardboard box to properly pack the items you wish to return. If the original box is lost, please use another complete cardboard box for packaging. Do not directly affix labels or write on the original manufacturer's packaging. If any returned items are missing or damaged, we reserve the right to discount the refund amount based on the extent of the damage or refuse the return. Each order is limited to one return or exchange.
To process a return within the 7-day appreciation period, please contact customer service in advance for return procedures and send the item back within 7 days. Returns received after 7 days will not be accepted.
Refunds
After the return is completed and our company inspects all returned products, gifts, accessories, packaging, accompanying documents, or data for completeness, the return will be handed over to accounting for refund arrangements. The refund process takes 14 business days.
Credit Card Payment:
The refund will be credited back to the credit card account used for the original payment. The refund details will be included in your next billing statement. Due to different billing dates for each card-issuing bank, please contact your bank for the actual crediting date.
Cash on Delivery:
Please provide your "Account Name, Bank, Bank Branch, and Account Number" when applying for a return. All this information is essential. The refund will be transferred to your designated account.
Partial Refunds:
(1) If a return causes the original order's total checkout amount to fall below the free shipping threshold, the refund amount will directly deduct the shipping fee.
(2) If a discount coupon was used in the order, the refund amount will be deducted proportionally. Ex: If you purchased item A (NT$400) and item B (NT$3000), used a NT$100 discount coupon, and request a return for item A while keeping item B, the calculation is 100/(400+3000) *400 = 11.76. So, 40-11.76 = 28.24, and the refund amount will be NT$28.
Invoice Inquiry:
After the return and refund are completed, we will issue an invoice deduction note (PDF electronic file) to the email address you used when placing the order, for your accounting purposes.
Others
If you have any questions about online shopping on this website, you can contact us through the following channels:
- MOZTECH Service Hotline: +886-2-27228098
- LINE Online Customer Service: @AIrITY
- Service Hours: Monday to Friday AM10:00 - PM18:00 (Service suspended on national holidays and public holidays)