1. Process

(1) International Logistics procedure: Packaging (Mulebuy warehouse) – Parcel Collection (logistics provider) – Security (logistics provider/airport) – Flight arrangement – Air transportation (with possible transit) – Airport operation center – Customs clearance – Local logistics courier – Delivery.

Every step mentioned above takes time to complete, and the customs clearance might be delayed for various reasons - If your tracking information is not updated for a while within the estimated delivery time. Please note that this is a common scenario during international shipping.

(2) Delivery Time: When the status of the parcel is updated to 'Shipped', we will provide you with an estimated delivery time as a reference. The parcel might be delayed for reasons such as bad weather, customs clearance, or errors on the logistics provider’s side. Please ensure you purchase the product you need ahead of time.

(3) Shipping Fee Calculation: The shipping fee will be calculated using the actual/estimated weight of the parcel for different lines and the shipping fee varies for different destination countries. If you wish to estimate your shipping fee, please proceed to the following link and use our shipping fee estimation tool: https://mulebuy.com/estimation/

2. Relationship between Mulebuy and the Logistics Providers

(1) Self-Operated Lines: Selected lines provided by business partners of Mulebuy. Those lines are controlled and monitored better than other lines. If there is a problem with your parcel, we will solve your problem following the after-sales standards of Mulebuy, which are more competitive than the compensation policies of the logistics providers.

(2) Other Lines: Selected shipping lines provided by logistics providers with high reputation. Mulebuy can help you request the compensation from the logistics providers if there is a problem with your parcel. The compensation rate depends on the policies of the logistics providers.

3. Shipping Restrictions

(1) Service Scope: Mulebuy offers multiple logistics routes for shipping items from China worldwide. To ensure successful delivery, please strictly adhere to the product purchasing guidelines.

(2) Prohibited Items Guide: Customs policies vary by country. Some destinations have higher sensitivity to certain goods, with increased risks of fines or confiscation. High-risk categories include: - Meat products (including precooked food) - Electronics: phones with batteries, magnetic components, power banks - Branded apparel - Liquids, powders, compressed gases - Precious metals, jewelry, diamonds, coins, antiques - Digital products and accessories

Note: Taobao merchant quality varies. For professional digital products, we recommend purchasing from reputable platforms like JD.com

(3) Country-Specific Restrictions

- United Kingdom: Beef import restrictions

- Italy: Leather shoe import sensitivity

- Australia: Animal fur, wood products, seeds

- Japan: Animal leather and wood products

(4) Shipping Restrictions Setup: Quality inspectors set mailing restrictions based on:

- Brand authorization status

- Product category

- Size specifications

Note: The system automatically suggests suitable routes during parcel submission, helping minimize shipping risks.

(5) No Available Routes?

If no shipping options appear: Click "View Reason" for details, or contact customer service for verification Note: Restrictions may be modified upon request if you understand the product characteristics, but you assume all resulting risks.

(6) Parcel Submission Limits

- Items with mailing restrictions affect entire combined shipments.

- Items with any side ≥90cm are tagged for individual packaging to optimize space and weight. These cannot be combined with other products in the same shipment.

- For detailed size limits by route, please check the Shipping Fee Estimation tool.