1. Order Confirmation

Immediately after your order is placed, an Order Confirmation email with a summary of your order as well as your shipping and billing details will be sent to you.

2. Processing

Once your order is confirmed, your items will be prepared for shipping. Most items take 1–2 business days to be processed, while some may take up to 5 business days.

While we work hard to ship as quickly as possible, some items may have longer processing times due to low product availability. In such circumstances, you will be notified by email of the delay.

3. Delivery

Once your order is shipped, you will receive a Shipping Confirmation email with details about the items in the package as well as a tracking number and a link to the carrier’s website. You can also track the status of your shipment in your GSouSnow account.

You will be notified by email in the event of any unsuccessful delivery.

If you don't receive your order, please contact us within 6 months after placing the order.

We ship to most countries and regions. Where available, you can choose Standard or Expedited shipping. Exact rates and estimated delivery times are shown at checkout based on your address and items.

Shipping method can be selected at checkout.

Expedited Shipping requires a street address in English and a contact number, as delivery cannot be made to P.O. Box addresses.

Due to longer customs clearance times experienced (e.g., more stringent security checks), Standard Shipping time may be affected.

Order Modifications

If you need to modify the order, it may result in the order amount not meeting the previous shipping standards / coupon usage conditions, which may result in a reduction in the refund amount.

Before modifying the order, customer service will send you a confirmation message, and we will process the order after receiving your confirmation, so please reply as soon as possible.

Normally, customers are not assessed any additional duties or taxes via Standard Shipping. However, sometimes customers may be required to pay tariffs on their purchases.

If there are any customs duties or taxes levied with standard shipping, we can refund 50% of the tariffs. Please keep the receipt of the payment and contact our customer service by submitting a ticket.

Expedited Shipping (Canada & Europe)

Expedited Shipping may incur customs duties or taxes in Canada and European regions. Please note that we do not cover or reimburse these charges.

Please actively cooperate with the carrier/customs authorities in completing customs clearance if tariffs are incurred. Any additional costs or losses arising from failure to complete customs clearance in a timely manner shall be borne by the customer.

Customers are responsible for providing complete, accurate, and deliverable shipping information at checkout, including (without limitation) street address, apartment/unit number, building number, access information where required, and valid contact details.

Address changes are not guaranteed once an order is placed. If the order has not shipped yet, we may be able to assist—please contact us as soon as possible. Once an order has been shipped, the shipping address cannot be changed.

Order Shipment & Delivery

Orders are shipped to the address provided by the customer at the time of purchase. Once an order is handed over to the carrier, delivery timelines, scans, and handling are subject to the carrier’s operations.

Undeliverable Packages

If a package cannot be delivered due to reasons including but not limited to:

• Incorrect or incomplete address provided by the customer
• Missing apartment/unit/building number
• Invalid or unreachable contact information
• Missed delivery attempts or failure to respond to carrier/customs requests
• Refusal by the recipient
• Customs clearance issues caused by missing information, unpaid duties/taxes, or other customer-related actions

The package may be returned, abandoned, or destroyed by the carrier and/or local customs in accordance with their policies (outside of our control).

In such cases, the order is generally not eligible for a refund, as the delivery failure is not caused by the seller. This does not affect any mandatory statutory rights under applicable law.

Reshipment

If an undeliverable package is returned to us and the item remains available, reshipment may be arranged after the return is received and processed, at the customer’s expense. Shipping fees are non-refundable. If the package is abandoned or destroyed by the carrier/customs, reshipment may not be possible.

Shipping Protection (If Applicable)

If shipping protection is selected at checkout, customers may file a claim in accordance with the terms of the protection provider. Claims are subject to the provider’s approval and are handled independently from our store’s refund and return policies. If you cannot locate the claim email/link, please contact our support team and we will assist.

Chargebacks & Disputes

Orders that are undeliverable due to customer-provided address issues may be treated as fulfilled once handed over to the carrier and supported by tracking records (e.g., delivery attempts, return-to-sender status, or carrier/customs disposition). Chargebacks or payment disputes filed under these circumstances may be contested as permitted, with supporting documentation including tracking and delivery attempt records.

If you have any further questions, please contact our customer service at service@gsousnow.com.