Shipping policy
Shipping Policy
Last updated: July 27, 2026
This Shipping Policy applies to natural crystal bracelets purchased through the Heavenly Secret website.
We want to make sure you receive your order smoothly. Please read the following information carefully.
1. Processing Time
| Product Type | Processing Time |
|---|---|
| In-stock natural crystal bracelets | 1–3 business days |
Business days are Monday through Friday, excluding public holidays in Hong Kong and the destination country. Processing begins after payment is completed and the order is confirmed. If a product page states a different processing time, the product-page estimate applies.
2. Shipping Costs
Shipping costs are calculated using the destination, package weight and dimensions, and selected shipping method. The applicable cost will be displayed at checkout before you submit your order.
Free Shipping: Orders over $118 qualify for free standard shipping. For orders below $118, shipping costs are calculated at checkout.
3. Shipping Methods and Estimated Delivery
| Shipping Method | Estimated Delivery | Coverage | Tracking |
|---|---|---|---|
| Standard Shipping | 7–20 business days | Most countries | Limited tracking may apply |
| Express Shipping | 5–10 business days | Most countries | Full tracking |
| Priority Shipping | 2–5 business days | Major countries | Full tracking |
Delivery estimates begin on the shipment date and do not include processing time. Customs clearance, local carrier conditions, severe weather, strikes, public-health events, and peak seasons may affect delivery. We do not guarantee a specific delivery date unless expressly stated.
4. Order Tracking
- After shipment, we will send the available tracking number and link by email.
- Tracking information may take 24–48 hours to appear in the carrier's system.
- Standard shipping may provide limited tracking in some destinations.
5. International Shipping, Duties, and Taxes
Orders delivered outside Hong Kong may require customs clearance and may incur import duties, VAT, sales tax, customs fees, or other destination charges. These charges are not collected by Heavenly Secret at checkout unless expressly shown, and they are the customer's responsibility.
Please consult your local customs authority before ordering if you are unsure about applicable charges. Customs delays and destination-country fees are outside our control.
If a package is returned or destroyed because the recipient refuses required customs charges or does not cooperate with clearance, any refund will be calculated after deducting actual round-trip shipping costs and other non-recoverable charges, where applicable.
6. Receiving Your Package
6.1 Inspect the Outer Packaging
If you notice crushing, tampering, or other visible damage, take photos or video immediately, note the condition with the carrier where possible, and keep all packaging materials.
6.2 Receipt by Another Person
If the package is accepted at the delivery address by property management, a front desk, a household member, or another person acting on your behalf, it will be treated as received.
6.3 Tracking Shows Delivered but the Package Is Missing
Check the delivery area, mailbox, property management, household members, and neighbors, then contact the local carrier using the tracking number. If the carrier confirms the package is lost, contact us promptly.
7. Shipping Issue Resolution
| Issue | Resolution |
|---|---|
| Tracking has not updated | Contact us; we will request an inquiry from the carrier. |
| Package confirmed lost | After carrier confirmation, choose reshipment or a full refund. |
| Package returned | If caused by an incorrect address, failure to collect, or refusal of customs charges, actual round-trip shipping costs must be paid or deducted before reshipment or refund. |
| Damaged in transit | Contact us within 7 days of receipt with clear photos. After verification, choose a replacement or a full refund. |
Costs caused by an incorrect address, refusal to accept delivery, refusal of customs charges, or another issue outside our control remain the customer's responsibility.
8. Address Changes
You are responsible for providing a complete and accurate shipping address. If the order has not shipped, contact us immediately and we will try to assist, but a change cannot be guaranteed. After shipment, the address generally cannot be changed, and additional costs caused by an incorrect address remain the customer's responsibility.
9. Contact Us
For shipping questions, contact:
ZQH International Trade Limited
(trading as Heavenly Secret)
Email: heavenlysecret9@gmail.com
Address: Room B53, 2/F, Phase 1, Kwai Shing Industrial Building, 36-40 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong
Quick Reference
| Item | Key Information |
|---|---|
| Processing | In-stock bracelets: 1–3 business days |
| Shipping cost | Shown at checkout; free standard shipping over $118 |
| Estimated delivery | Standard 7–20; Express 5–10; Priority 2–5 business days |
| Duties and taxes | Customer's responsibility unless expressly collected at checkout |
| Lost package | Reshipment or full refund after carrier confirmation |
| Damaged package | Contact within 7 days with photos; replacement or full refund after verification |
This policy may be updated from time to time. Please refer to this page for the most current version.