Shipping policy

International Mail Shipping Restrictions

Due to ongoing service disruptions, we are unable to ship to the following countries:

Afghanistan
Belarus
Bhutan
Brunei
Laos
Myanmar
Russia
Syria
Timor-Leste
Yemen

We sincerely apologize for any inconvenience caused by these restrictions.

Shipping Methods

International Standard Shipping (6- 21 Business Days)

Please ensure that your address is accurate and written in English before completing your order. Providing incorrect address information may cause delays in the delivery process.

Shipment date does not include order processing time. Processing time ranges from 5-7 days, depending on the availability of stock. However, during periods of high demand, it may extend to up to 14-21 days. 

If your order contains a pre-order item, the order will be shipped when the pre-order item is in stock, which will be noted on the product page. Please advise that some pre-order items may take up to 6 months to process. 

Customs

1. Mark Tuan Official Store is not responsible for any custom taxes or fees associated with the packages. By law, we must list all contents in shipments. Cost for additional customs & taxes vary by country. (Ex. For Europe, any orders over 135 EUR (~$150 USD) will be charged an additional import tax.) For more information about custom taxes please contact your local customs tax office.

2. Customer is responsible for packages withheld by local customs office and any customs tax applied for the pick-up. In the case of a returned item due to rejected delivery, customer will be charged the shipping amount + 20% restocking fee.

3. Customers will also be responsible for VAT (value added tax) fees on top of the customs fees until further notice.
Unfortunately, we only have access to as much information that is available on the tracking page. The carrier is responsible for any lost mail and we cannot issue any refunds on lost packages. The most we can do is file a case. We apologize for any inconvenience in this regard.

Lost Packages  

1. You have up to 30 Days from the date of shipment to submit a claim for a lost shipment to be considered for a refund or reshipment.

2. Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout. Please make sure that the address is provided in English.