Shipping policy

Welcome to our Used Apple iPhone Shopify Store! We are committed to providing you with a fast, reliable, and transparent shipping experience for all our pre-owned iPhone models (from iPhone 11 series to the latest iPhone 17 Pro Max). This detailed shipping policy covers all aspects of order processing, delivery, tracking, customs, and after-sales logistics, ensuring you have a clear understanding of your order’s journey from our warehouse to your doorstep. Please read this policy carefully before placing your order—if you have any questions, feel free to contact our customer service team for assistance.

1. Order Processing & Handling Time

All orders for used iPhones are processed and prepared for shipment within 1-2 business days after we receive your full payment (excluding weekends and public holidays). Our team will conduct a final quality check on your selected iPhone (re-verifying functionality, battery health, and cosmetic condition) and carefully package it to ensure safe transit. Please note the following exceptions:
  • Customized orders (e.g., specific color, storage, or battery health requirements) may take 2-3 business days to process.
  • During peak seasons (Black Friday, Cyber Monday, Christmas, etc.), order processing time may be extended to 2-3 business days due to high order volume—we will notify you in advance if this occurs.
  • If your order is placed after 3:00 PM (EST), it will be processed on the next business day.
You will receive an email confirmation once your order is processed and ready for shipment, including your tracking number and shipping carrier details.

2. Shipping Carriers & Delivery Options

We partner with leading global shipping carriers to ensure your used iPhone is delivered safely and on time. We currently use DHL, USPS, FedEx, and UPS—leveraging DHL’s deep integration with Shopify to provide seamless cross-border and domestic shipping solutions[3]. The shipping carrier and delivery time will depend on your shipping destination and the delivery option you select at checkout. Below are our standard delivery options:

2.1 Domestic Shipping (United States)

  • Standard Shipping (USPS/UPS): Delivery time is 2-5 business days. Shipping cost is $5.99 for orders under $99; free shipping for orders over $99 (after discounts and promotions).
  • Express Shipping (FedEx/DHL): Delivery time is 1-2 business days. Shipping cost is $19.99, regardless of order value. Orders placed before 3:00 PM (EST) will be shipped the same day (business days only).

2.2 International Shipping (Global)

We offer international shipping to over 220 countries and regions worldwide, leveraging DHL’s global network to ensure reliable delivery. Please note that international shipping times may vary due to customs clearance and local postal services. Below are our international delivery options:
  • Standard International Shipping (DHL/USPS International): Delivery time is 7-14 business days. Shipping cost is calculated based on your destination country/region, package weight, and dimensions—you can view the exact shipping cost at checkout before completing your order.
  • Express International Shipping (DHL Express): Delivery time is 3-5 business days. This service includes priority customs clearance assistance (DHL’s integrated Shopify solution helps handle complex customs and compliance)[3], and shipping cost is calculated at checkout. For US-based merchants and customers, we offer the user-friendly “Delivered Duty Paid (DDP)” model for select countries, where all customs fees, duties, and taxes are prepaid by us—you will not incur any additional costs upon delivery[3].
Important Note: DHL’s integrated Shopify shipping services are currently available in the United States and Germany, with gradual rollout to other major markets in Europe, the Americas, and Asia-Pacific through 2025-2026[3]. For regions not yet covered by DHL’s integrated service, we use alternative reliable carriers to ensure delivery.

3. Order Tracking

We understand that tracking your order is important to you—90% of online consumers choose to track their orders after purchase. Once your order is shipped, we will send you a shipping confirmation email with a unique tracking number and a direct link to the carrier’s tracking page. You can also track your order directly on our Shopify store by following these steps:
  1. Visit our Shopify store homepage.
  2. Click “Track Order” in the footer menu (follow Shopify’s page setup guidelines to easily locate this option).
  3. Enter your order number and email address (used when placing the order).
  4. View real-time updates on your order’s shipping status, including departure from our warehouse, arrival at local sorting facilities, customs clearance progress, and estimated delivery date.
If you do not receive your tracking number within 3 business days of placing your order, or if the tracking information is not updating, please contact our customer service team immediately—we will investigate and resolve the issue promptly.

4. Customs, Duties & Taxes (International Orders)

For international orders, your package may be subject to customs duties, import taxes, and other fees imposed by your destination country/region. These fees are determined by your local customs authorities and are the responsibility of the recipient (unless the DDP model is selected for your order). Here’s what you need to know:
  • We will declare the package truthfully (as “used Apple iPhone” with the actual purchase value) to comply with customs regulations. Do not request us to underdeclare the value or mark the package as “gift”—this is illegal and may result in delays, fines, or seizure of the package.
  • Customs clearance times vary by country/region (typically 1-3 business days, but may be longer for some regions). We are not responsible for delays caused by customs inspections, but we will provide all necessary documentation (invoice, proof of purchase, etc.) to assist with clearance if needed.
  • For countries covered by DHL’s DDP service, all customs fees, duties, and taxes are prepaid by us—you will not need to pay anything upon delivery[3]. We will clearly indicate if the DDP model is available for your destination at checkout.
  • If you refuse to pay customs fees and the package is returned to us, you will be responsible for the original shipping cost, return shipping cost, and any customs fees incurred. We will issue a refund (minus these fees) once we receive and inspect the returned iPhone.

5. Packaging & Protection

All used iPhones are packaged with extreme care to ensure they arrive in the same condition as described. We use industry-standard packaging materials to protect your device from damage during transit:
  • Each iPhone is wrapped in anti-static bubble wrap to prevent scratches and electrostatic damage.
  • The wrapped iPhone is placed in a rigid cardboard box with foam padding to absorb shock and prevent movement during shipping.
  • The outer box is sealed with heavy-duty tape to ensure it remains intact during transit.
  • We include a packing slip inside the box (with your order details) and a protective sleeve for the iPhone (if applicable). For added security, we also include a packing list inside the box to help identify the package in case the shipping label is damaged.
We recommend insuring your package (optional) for high-value orders (e.g., iPhone 17 Pro Max 2TB). Insurance can be added at checkout for a small fee, covering loss, damage, or theft during transit. Many shipping carriers include basic insurance in their service fees (e.g., USPS Priority Mail), but additional insurance is available for higher-value items.

6. Shipping Restrictions

Due to international regulations and carrier restrictions, we cannot ship used iPhones to the following countries/regions:
  • Countries subject to international sanctions (e.g., Iran, North Korea, Syria, etc.).
  • Countries with strict import restrictions on used electronics (e.g., some countries in the Middle East and Africa—please check your local import regulations before placing an order).
If you place an order to a restricted country/region, we will notify you within 1 business day and issue a full refund (no cancellation fees).

7. Lost, Damaged, or Delayed Packages

We take full responsibility for your package until it is delivered to your specified address. Below is how we handle common shipping issues:

7.1 Lost Packages

If your package is marked as “delivered” by the carrier but you have not received it, please first check with your local post office, neighbors, or building management (sometimes packages are left in a safe location). If you still cannot locate your package, contact us within7 days of the “delivered” date. We will file a claim with the shipping carrier and investigate the issue. If the package is confirmed lost, we will offer you one of the following options:
  • A full refund of your order (including shipping cost).
  • A replacement iPhone of the same model, storage, and condition (if available).

7.2 Damaged Packages

If your iPhone arrives damaged (e.g., screen cracked, body dented, or non-functional due to shipping damage), please follow these steps:
  1. Take photos/videos of the damaged package, the packaging materials, and the damaged iPhone (include close-up shots of the damage) within 48 hours of delivery.
  2. Contact our customer service team with the photos/videos and your order number.
  3. We will review the evidence and file a claim with the shipping carrier. Once the claim is approved, we will offer you a full refund, a replacement iPhone, or a partial refund (depending on the extent of the damage).
Do not discard the damaged packaging or the iPhone—we may need to inspect them for the carrier claim.

7.3 Delayed Packages

If your package is delayed beyond the estimated delivery time (e.g., standard domestic shipping delayed by more than 3 days, international shipping delayed by more than 7 days), please contact us. We will track the package with the carrier and provide you with updates. If the delay is caused by the carrier (e.g., weather, logistics disruptions), we will offer you a $5-10 store credit (for future purchases) as a gesture of apology. If the package is delayed for more than 14 days (international) or 7 days (domestic), you can request a full refund or cancellation of the order.

8. Returns & Exchange Shipping

If you need to return or exchange your used iPhone (in accordance with our return policy), please follow these shipping guidelines:
  • Contact our customer service team to request a return authorization (RA) number before shipping the iPhone back. We will not accept returns without a valid RA number.
  • Package the iPhone securely (using the original packaging if possible) to prevent damage during return shipping. Include a copy of your order invoice and the RA number inside the package.
  • Ship the package back to us using a trackable shipping carrier (we recommend DHL, USPS, or FedEx) — we are not responsible for lost return packages.
  • Return shipping cost is the responsibility of the customer, unless the return is due to our error (e.g., wrong model, damaged device, or misrepresented condition). In such cases, we will provide a prepaid shipping label (via DHL or USPS) for the return.
  • Once we receive and inspect the returned iPhone (within 2-3 business days), we will process your refund or exchange. Refunds will be issued to your original payment method within 5-7 business days.

10. Policy Updates

We reserve the right to update this shipping policy from time to time (e.g., to reflect changes in carrier services, customs regulations, or DHL’s Shopify integration rollout)[3]. Any updates will be posted on this page, and the new policy will take effect immediately. We recommend checking this page regularly for the latest information. You can also find a link to this shipping policy in the footer of our Shopify store, as recommended by best practices for Shopify page setup.