Shipping policy

At ONETOONE, we are committed to providing a clear and reliable delivery experience. This Shipping & Delivery Policy explains how orders are processed, shipped, tracked, and delivered, as well as important information regarding delivery delays, customs, address changes, lost packages, and other shipping-related matters.

Please review this policy carefully before placing your order.

1. Order Processing

After your order has been successfully placed and payment has been confirmed, it will enter our order processing system.

Orders are generally processed within 1–5 business days.

Processing may include:

  • Order and payment verification
  • Verification of shipping information
  • Product preparation
  • Quality inspection
  • Packaging
  • Preparation of shipping documentation
  • Handover to the shipping carrier

Business days generally refer to Monday through Friday and exclude public holidays.

Please note that processing time is separate from shipping/transit time.

During holidays, promotional periods, new product releases, periods of unusually high order volume, or other exceptional circumstances, processing may take longer than usual.

2. Estimated Delivery Time

After your order has been processed and dispatched, standard delivery generally takes approximately 7–20 business days.

The actual delivery time may vary depending on factors including:

  • Destination country or region
  • Shipping carrier
  • Customs clearance
  • Local postal services
  • Remote delivery locations
  • Public holidays
  • Weather conditions
  • Transportation disruptions
  • Seasonal shipping volume
  • Local delivery restrictions
  • Other circumstances outside our reasonable control

Any delivery timeframe displayed on our website or communicated by customer service is an estimate rather than a guaranteed delivery date unless explicitly stated otherwise.

3. Order Processing and Delivery Estimates

For most orders, the overall estimated timeline consists of:

Order Processing: 1–5 business days
Estimated Shipping/Transit Time: 7–20 business days

The shipping period begins after the order has been dispatched and does not include order processing time.

Some destinations may require additional delivery time because of customs procedures or local carrier operations.

4. Shipping Destinations

ONETOONE ships orders to supported destinations based on the shipping options available during checkout.

Shipping availability may vary depending on:

  • Destination
  • Product
  • Carrier availability
  • Local regulations
  • Shipping restrictions
  • Logistics conditions

If we are unable to ship an order to the address provided, we may contact you using the email address or contact information associated with your order.

5. Shipping Fees

Applicable shipping charges, if any, will normally be displayed during checkout before payment is completed.

Shipping costs may depend on factors such as destination, shipping method, package characteristics, and available carrier services.

Promotional free-shipping offers may be subject to separate conditions, including minimum order values, eligible destinations, eligible products, or promotional periods.

6. Order Tracking

When tracking information becomes available, it may be provided through your order confirmation details, shipping confirmation email, customer account, or other available notification method.

Please allow some time for tracking information to become active after receiving your tracking number.

It is normal for a tracking number to show limited or no information immediately after shipment. Carriers may require approximately 24–72 hours or longer to scan and update a newly dispatched package.

International shipments may also have periods during which tracking information does not update while the package is:

  • Moving between international logistics facilities
  • In transit between countries
  • Awaiting customs clearance
  • Being transferred to a local delivery carrier

A temporary lack of tracking updates does not necessarily mean that the package has been lost.

7. Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Before completing checkout, please carefully verify:

  • Recipient’s full name
  • Street address
  • House or building number
  • Apartment, suite, or unit number
  • City
  • State, province, or region
  • Postal or ZIP code
  • Country
  • Telephone number
  • Email address

ONETOONE is not responsible for delivery problems caused by incorrect, incomplete, outdated, or insufficient address information supplied by the customer.

8. Changing Your Shipping Address

If you discover an error in your shipping address after placing an order, please contact us as soon as possible.

We will make reasonable efforts to update the address if the order has not yet been processed or dispatched.

However, once an order has entered fulfillment or has been handed over to the carrier, we cannot guarantee that the shipping address can be changed.

Customers should therefore carefully verify their shipping information before submitting an order.

9. Customs, Duties & Import Taxes

International shipments may be subject to customs inspections, import duties, VAT, taxes, brokerage charges, handling fees, or other charges imposed by the destination country, local authorities, customs agencies, or shipping carriers.

Unless otherwise clearly stated during checkout, these charges are not included in the product price or shipping fee.

ONETOONE does not determine or control customs duties, import taxes, or other government charges.

The customer is responsible for understanding and complying with the import regulations applicable to their destination.

If you are uncertain whether additional charges may apply, we recommend checking with your local customs authority before placing an order.

10. Customs Clearance Delays

International packages may occasionally be held by customs for inspection or additional processing.

Customs clearance times are determined by the relevant authorities and are outside ONETOONE’s direct control.

A shipment may require additional time if customs authorities request:

  • Additional documentation
  • Proof of purchase
  • Identification
  • Payment of applicable duties or taxes
  • Other information required under local regulations

Customers should respond promptly to legitimate requests from customs authorities or shipping carriers to avoid unnecessary delays.

11. Delivery Delays

Although we aim to have orders delivered within the estimated timeframe, occasional delays may occur.

Possible causes include:

  • Customs inspections
  • Carrier delays
  • Severe weather
  • Natural disasters
  • Public holidays
  • Peak shopping seasons
  • Transportation disruptions
  • Local postal delays
  • Incorrect shipping information
  • Remote delivery destinations
  • Government restrictions
  • Events beyond our reasonable control

If your package is delayed, we recommend checking the latest tracking information first.

If the tracking information has not changed for an extended period, you may contact our customer support team for assistance.

12. Packages Marked as Delivered

If tracking information shows that your package has been delivered but you cannot locate it, please first:

  • Check around your property and designated delivery locations
  • Check your mailbox or parcel locker
  • Ask household members
  • Ask neighbors where appropriate
  • Check with building management, reception, concierge, or security
  • Contact the local carrier responsible for final delivery

Carriers may occasionally mark packages as delivered shortly before the actual physical delivery takes place.

If you still cannot locate your package after completing these checks, please contact us with your order number and tracking number so that we can review the situation.

13. Lost Packages

If a shipment appears to be lost in transit, please contact us with your order details.

We may need to communicate with the shipping carrier or logistics provider to investigate the shipment.

Carrier investigations may require additional time to complete.

Depending on the circumstances and investigation results, we will review the available resolution in accordance with our applicable policies.

Please do not assume that a package is lost solely because tracking information has temporarily stopped updating.

14. Damaged Packages

If your package arrives visibly damaged, please retain:

  • The shipping box or mailer
  • Internal packaging materials
  • Shipping label
  • Product packaging
  • The delivered item

Please take clear photographs showing the condition of the external package, shipping label, internal packaging, and product.

Contact us as soon as reasonably possible after delivery and provide your order number together with the relevant photographs.

This information helps us review the issue and, where applicable, communicate with the carrier.

15. Refused Deliveries

Customers should not refuse delivery unless instructed to do so by ONETOONE customer support.

If a package is refused without prior authorization, additional shipping, return, customs, handling, or processing costs may apply.

Any refund or other resolution for a refused shipment will be reviewed according to the circumstances and our applicable return and refund policies.

16. Unclaimed Packages

If a package is held at a post office, carrier facility, customs office, pickup point, or other collection location, it is the customer’s responsibility to collect the shipment within the period specified by the carrier.

Packages that are not collected may be returned to the sender or otherwise handled according to the carrier’s procedures.

Additional shipping or handling charges may apply if an unclaimed package needs to be shipped again.

17. Packages Returned to Sender

A shipment may be returned to sender for reasons including:

  • Incorrect address
  • Incomplete address
  • Failed delivery attempts
  • Recipient unavailable
  • Package not collected
  • Recipient refusal
  • Customs requirements not completed
  • Import charges not paid where applicable

If your package is returned, please contact us.

Once the returned shipment has been received and reviewed, we will determine the available options based on the circumstances.

Additional shipping charges may apply if reshipment is requested.

18. Multiple-Item Orders

Orders containing multiple products may occasionally be shipped separately.

This can occur because of fulfillment arrangements, package size, inventory location, carrier requirements, or other logistical reasons.

If your order is divided into multiple shipments, the packages may:

  • Have different tracking numbers
  • Be dispatched at different times
  • Arrive on different dates

Receiving only part of a multi-item order does not necessarily mean that the remaining products are missing.

19. Delivery Attempts

Depending on the destination and shipping carrier, one or more delivery attempts may be made.

If delivery cannot be completed, the carrier may:

  • Attempt delivery again
  • Leave a delivery notice
  • Hold the package at a local facility
  • Redirect the package to a pickup point
  • Return the package to sender

Customers are responsible for monitoring tracking information and following any reasonable instructions provided by the carrier.

20. Signature Requirements

Certain shipments may require a signature upon delivery depending on the destination, product value, shipping method, or carrier requirements.

Where a signature is required, please ensure that an authorized person is available to receive the package.

Carrier procedures may vary by destination.

21. High-Value Watch Orders

Because watches may be higher-value items, certain orders may be subject to additional order verification or shipping precautions.

For security and fraud-prevention purposes, we may request confirmation of certain order or delivery information before dispatch.

Such verification may result in additional processing time.

We reserve the right to use appropriate shipping services, tracking methods, delivery confirmation, or signature requirements based on the circumstances of an order.

22. Risk During Delivery

Once an order has been dispatched, delivery is handled by third-party shipping and logistics providers.

If a shipping problem occurs, please contact us so that we can assist in reviewing the shipment and, where appropriate, communicate with the carrier.

Nothing in this Shipping & Delivery Policy is intended to limit any mandatory consumer rights that apply under applicable law.

23. Force Majeure and Events Beyond Our Control

ONETOONE is not responsible for delays caused by circumstances outside our reasonable control, including but not limited to:

  • Natural disasters
  • Extreme weather
  • War or civil unrest
  • Government actions
  • Customs restrictions
  • Transportation interruptions
  • Carrier network disruptions
  • Labor disputes
  • Epidemics or public health emergencies
  • Major infrastructure failures

Where such circumstances occur, delivery estimates may be extended until normal shipping operations resume.

24. Order Status Inquiries

Before contacting customer support regarding a shipment, please review your tracking information and any shipping notifications associated with your order.

When contacting us, please provide:

  • Your order number
  • Name used for the order
  • Email address used at checkout
  • Tracking number, if available
  • A brief description of the issue

Providing complete information will help us review your request more efficiently.

25. Shipping Policy and Other Store Policies

This Shipping & Delivery Policy should be read together with our other applicable store policies, including our Return & Refund Policy and Terms & Conditions.

Where a return, cancellation, refund, replacement, or other post-purchase request is involved, the relevant store policy may also apply.

26. Policy Updates

ONETOONE may update this Shipping & Delivery Policy from time to time to reflect changes in our shipping practices, carrier arrangements, legal requirements, or business operations.

The latest version will be published on our website with the applicable update date.

27. Contact Us

If you have questions regarding shipping, tracking, delivery, or the status of your order, please contact our customer support team.

Email: sdwhcui@outlook.com
Phone: 13296304985

When contacting us about an existing order, please include your order number and the email address used at checkout so that we can assist you more efficiently.

ONETOONE Customer Care