SHUP provides after-sales service and dispute resolution. If you need to request a return, refund, or report an issue with a product, please contact SHUP customer service first. Do not contact any third-party suppliers or logistics directly.

To speed up processing, please provide the following evidence (as applicable):

Clear photos or videos showing damaged or defective products.

Communication records or screenshots of payment disputes with SHUP (if any).

For undelivered items that tracking shows as “delivered,” provide a written proof from the local post office or courier confirming non-delivery.

Tracking number for returned items.

If your order has not arrived within the following periods after shipment, you may contact SHUP to request a refund or replacement (actual determination depends on tracking and delivery situation):

United States: 45 days

Taiwan: 60 days

Brazil or regions with longer processing times: 110 days

Certain special shipping methods may have extended timeframes; SHUP will clarify as needed.

If tracking shows “delivered” but you claim non-receipt, a proof of non-delivery from the local post office is required; without this proof, a refund may not be granted.

Damaged Items: Report any damage within 30 days of receipt and provide photos or videos along with relevant communication records. After verification, SHUP may offer a full refund, partial refund, or replacement.

Incorrect or Missing Items: If you receive the wrong product or missing parts, provide clear photos and order information. SHUP will determine whether to offer replacement, refund, or compensation. For minor missing components that do not affect functionality, partial refund or replacement may be offered. For missing components affecting functionality, replacement or full refund will be prioritized.

Order Cancellation: Orders that have not yet entered processing or shipment may be canceled for a full refund. Once an order enters production or packaging (including customized orders), cancellation is no longer possible.

Returns: Due to international shipping costs and return risks, SHUP generally does not recommend returning items to overseas warehouses. If a return is necessary, contact SHUP for approval and follow the specified return procedure. Return shipping costs and risks, unless SHUP is responsible, will be borne by the customer. Returns should generally be requested within 30 days of receipt, subject to customer service assessment in special cases.

The following are generally not eligible for after-sales service (SHUP reserves the right to determine based on actual circumstances):

Change of mind or “do not like” reasons

Incorrect order placed by the customer

Incorrect address provided by the customer

Reasonable differences previously disclosed in product description (e.g., non-functional color or appearance differences)

Delays or losses caused by local customs or force majeure (SHUP will handle cases reasonably under uncontrollable circumstances)

Contact SHUP as soon as possible after discovering an issue and provide evidence. Faster submission helps verification and resolution.

SHUP will respond within a reasonable number of business days (processing time may vary depending on case complexity).

If third-party logistics or local post office investigation is required, this may take several weeks or months. SHUP will provide updates throughout the process.

To request a return, refund, or file a dispute, always contact SHUP official customer service to ensure proper handling:

Email: shup0719@gmail.com

Official website contact system or order page contact form

Additional channels (phone or live chat) may be provided if necessary for resolution.

Additional Notes

This policy is subject to change based on business operations and legal requirements. SHUP will announce significant updates on the official website.

For questions or assistance regarding this policy, please contact SHUP customer service (shup0719@gmail.com).