Shipping & Delivery Policy
This Policy explains production timing, shipping options, tracking, duties, address changes, delays, and lost or damaged shipments for SparkU orders.
1. Where We Ship
SparkU currently primarily serves customers in the United States. We ship only to destinations offered during checkout. If a country or address is not available at checkout, we cannot accept an order for that destination at that time.
2. Group Pre-order Period
For a Group Pre-order, the group-order period is separate from design, production, and shipping time. Each project page displays its closing date and minimum production quantity. Production does not begin until the goal is reached and the required final design is approved.
3. Design and Production Time
- Custom rings: normally 8 to 15 business days after final design approval.
- Custom 3D figurines: normally 8 to 15 business days after final design approval.
Production estimates exclude weekends, public holidays, the Group Pre-order period, customer response time, shipping time, customs delay, and events outside our reasonable control. A product page or order confirmation may state a different estimate for a complex design.
4. Shipping Time and Charges
Estimated shipping time to the United States is normally 7 to 15 business days after dispatch. This is an estimate, not a guaranteed delivery date. Standard shipping charges and any free-shipping threshold are shown at checkout. Where offered, expedited shipping is generally USD 15 and will be displayed before payment.
We select tracked third-party carriers based on destination, package, service level, and availability. A specific carrier is not guaranteed unless expressly stated in the order confirmation.
5. Tracking
We normally send tracking information within 24 hours after dispatch. Tracking may take additional time to show the first carrier scan. You are responsible for monitoring tracking and ensuring that someone can receive the package where required.
6. Duties and Import Taxes
For destinations offered at checkout, SparkU prices the shipment on a duties-paid basis and intends to cover applicable import duties, taxes, and customs charges included in the order. If a carrier unexpectedly requests an import payment, do not pay it before contacting Customer Support unless payment is necessary to avoid return or disposal of the package. We will review the charge and provide instructions.
7. Address Changes
You may request an address change before dispatch by emailing support@sparku.ai. We will make reasonable efforts to update the address, but a change is not guaranteed after a label is created or the carrier receives the parcel. You are responsible for additional costs or loss caused by an incorrect address you supplied, except where SparkU failed to use a timely corrected address.
8. Failed Delivery and Returned Packages
You are responsible for providing a complete deliverable address and responding to carrier notices. If a package is returned because of an incorrect address, refusal, non-collection, or failed delivery not caused by SparkU, we may charge the reasonable cost of reshipping. We will contact you before reshipping or taking another action.
9. Marked Delivered but Not Received
Contact us promptly if tracking shows delivery but you cannot locate the package. Check household members, neighbors, building management, safe places, and the carrier first. We may open a carrier investigation and ask for a signed statement, proof of non-receipt, or a police report where reasonably necessary.
The investigation period may take up to 15 days. If the claim is accepted and the order is eligible, SparkU will provide one replacement shipment at no additional charge. This does not limit remedies required by applicable law.
10. Lost or Severely Delayed Packages
If the carrier confirms that a package is lost, or if delivery is materially delayed with no reasonable tracking progress, we will offer you a choice of a replacement shipment or a refund. We may first complete a reasonable carrier investigation.
11. Shipping Damage
Report visible shipping damage to support@sparku.ai within 48 hours after delivery. Include your order number and clear photographs of the outer packaging, shipping label, protective materials, and damaged product. See the Returns & Refunds Policy for available remedies.
12. Delays Outside Our Control
Delivery may be affected by customs, carrier capacity, weather, disasters, public-health events, governmental restrictions, labor disruption, security events, or other circumstances outside our reasonable control. We will provide updates reasonably available to us and the remedies required by law or this Policy.
Contact Us
Customer Support: support@sparku.ai
Support Hours: 9:00 a.m. to 5:00 p.m. Eastern Time on business days
Registered Address: Room A302, 4th Floor, Building C, Qili, No. 79 Yinping Road, Shatou Subdistrict, Panyu District, Guangzhou, Guangdong Province, China