This Shipping Policy explains how orders placed through popopow.com are purchased, processed, fulfilled, shipped, tracked, received, returned, and refunded, as well as how delivery issues are handled.
POPOPOW® is owned and operated by Shenzhen Qianyuan Sheng Trading Co., Ltd.
How to Place an Order
Browse our skincare and personal care collection, select the products you wish to purchase, choose any available product options, and add the items to your cart.
Complete checkout using accurate contact, shipping, and payment information.
After your order has been successfully submitted, an order confirmation will be sent to the email address provided at checkout.
Please review your order information carefully before completing your purchase.
Order Processing and Fulfillment
Orders are typically processed within 1–3 business days after payment has been successfully confirmed.
Processing time is separate from delivery time. Orders placed on weekends or public holidays will generally begin processing on the next business day.
Some skincare products, bundled sets, or orders containing multiple items may require additional preparation or protective packaging before shipment.
If an order requires an unusually long processing time, we will contact you using the email address provided at checkout.
Fulfillment and Shipping Origin
Orders may be fulfilled from our own facilities or partner facilities depending on product availability, inventory location, and the delivery destination.
Items from the same order may be fulfilled from different facilities. As a result, they may be shipped separately and arrive at different times.
We take reasonable care when preparing skincare products for shipment, including the use of appropriate packaging for bottles, jars, tubes, and other personal care containers.
The shipping origin does not affect the customer-service support available for your order.
POPOPOW® remains responsible for assisting you with order, shipping, and delivery enquiries.
Estimated Delivery Times
Estimated delivery times vary depending on the destination and shipping method.
For orders shipped to the United States, standard delivery generally takes approximately 5–12 business days after dispatch.
International delivery times may vary depending on the destination, shipping carrier, customs processing, and local delivery conditions.
Processing and estimated delivery times are calculated separately.
For example, an order requiring 1–3 business days for processing and 5–12 business days for delivery may take approximately 6–15 business days in total.
All delivery timeframes are estimates and are not guaranteed delivery dates.
Shipping Costs
Eligible orders of US$49 or more qualify for free standard shipping.
Available shipping methods, shipping costs, geographic restrictions, exclusions, and estimated delivery times will be displayed during checkout before payment is completed.
Shipping charges may vary depending on the destination, selected shipping method, package size, weight, and order contents.
If a promotional free-shipping offer is available, the applicable conditions will be displayed on our website or during checkout.
Order Tracking
Once your order has shipped and tracking information becomes available, you will receive a shipping confirmation email containing the available tracking details.
You can use the tracking number to follow your shipment through the applicable shipping carrier.
Tracking information may take several business days to update after a shipping label has been created.
A temporary delay in tracking updates does not necessarily mean that the package has stopped moving.
If an order is shipped in multiple packages, you may receive separate tracking numbers for each shipment.
Receiving Your Order
Your order will be delivered to the shipping address provided during checkout.
Please monitor the tracking information and ensure that someone can receive the package when necessary.
After delivery, we recommend inspecting your skincare products and packaging promptly.
Please check that:
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All ordered products have been received.
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Product bottles, jars, tubes, and containers are intact.
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Packaging and safety seals are in an acceptable condition.
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No products show visible leakage or transportation damage.
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The products received match your order confirmation.
If an item is missing, damaged, leaking, defective, or incorrect, please contact us as soon as possible.
For your safety, avoid using skincare products that arrive with broken safety seals, visible contamination, or significant leakage until the issue has been reviewed.
Delivery Delays
Orders may be delayed because of carrier operations, customs inspections, severe weather, public holidays, remote delivery locations, high shipping volumes, or other circumstances outside our reasonable control.
If your tracking information has not been updated for an extended period or your order has not arrived within the expected delivery timeframe, please contact us at service@popopow.com and include your order number.
We will review the available tracking information and, when appropriate, contact the carrier or fulfillment partner to help investigate the shipment.
We appreciate your patience while shipping-related issues are being reviewed.
Lost Packages
If a package appears to be lost in transit, please contact us with your order number and tracking information.
We will investigate the shipment with the relevant carrier or fulfillment partner.
Depending on the investigation result and the circumstances of the order, an appropriate resolution may include continued delivery assistance, replacement, or refund in accordance with our applicable policies and consumer protection laws.
Please avoid submitting duplicate claims for the same shipment while an investigation is in progress, as this may complicate the resolution process.
We will work with the relevant shipping provider to review the issue and communicate available next steps.
Packages Marked as Delivered
If tracking shows that a package has been delivered but you cannot locate it, please first check:
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Your mailbox, entrance, porch, garage, or other secure delivery areas.
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Your reception desk, building management, or mailroom.
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Other members of your household.
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Nearby neighbors who may have accepted the package.
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Any delivery notice left by the carrier.
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The local carrier responsible for final delivery.
If the package still cannot be located after these checks, contact us at service@popopow.com.
Please provide your order number, tracking number, and a brief description of the issue.
We will review the available delivery information and assist with the appropriate next steps.
A "delivered" tracking status does not automatically prevent us from reviewing a legitimate delivery issue.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please verify your recipient name, street address, apartment or unit number, city, state, postal code, and contact details before submitting your order.
If you need to change your shipping address, contact us as soon as possible.
We will make reasonable efforts to assist, but address changes cannot be guaranteed after an order has entered processing or shipment preparation.
If a package is returned, redirected, or requires reshipment because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply, subject to applicable law.
International Orders, Customs, and Import Charges
International shipments may be subject to customs inspections, import duties, taxes, or other fees imposed by the destination country.
Unless otherwise stated during checkout, customs duties, import taxes, and local fees are the recipient's responsibility.
Customs processing may also affect the estimated delivery time.
We are unable to control or guarantee customs-processing timeframes.
Certain skincare and personal care products may be subject to destination-specific import requirements or shipping restrictions.
If a product cannot be shipped to a particular destination, available shipping restrictions may be communicated during checkout or through our customer support team.
Split Shipments
Items from the same order may be shipped separately due to inventory availability, product packaging requirements, or fulfillment location.
For example, facial cleansers, serums, moisturizers, masks, and body care products may be prepared in separate packages when necessary.
Separate packages may arrive on different dates, and individual tracking numbers may be provided.
You will not be charged additional shipping fees solely because we divide an order into multiple shipments.
Damaged, Leaking, or Incorrect Items
If your skincare order arrives damaged, leaking, defective, incomplete, or incorrect, please contact us as soon as possible.
Include:
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Your order number.
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The email address used during checkout.
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A description of the issue.
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Clear photographs of the affected product.
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Photographs of the original packaging.
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Photographs of the shipping label.
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Images showing any visible leakage, broken containers, damaged seals, or other concerns.
This information helps us review the issue and provide an appropriate resolution.
Please retain the product and its original packaging until we have completed our review or provided further instructions.
If a product arrives with a broken seal, visible contamination, or significant leakage, please avoid using it.
Depending on the circumstances and applicable consumer protection laws, an appropriate resolution may include a replacement, refund, or other assistance.
Returns and Refunds
To request a return, contact us at service@popopow.com before sending any product back.
Please include your order number, the email address associated with your purchase, and the reason for the return.
Please do not return products without receiving the appropriate return instructions.
Return eligibility, conditions, return periods, and applicable return costs are governed by our Return & Refund Policy.
For hygiene and product safety reasons, certain opened, used, or unsealed skincare products may not qualify for a discretionary return, except where required by applicable law or otherwise permitted under our policy.
Once an eligible return has been received and reviewed, the approved refund will be issued to the original payment method, unless otherwise required by law.
The time required for the refund to appear in your account may vary depending on your bank or payment provider.
Please refer to our Return & Refund Policy for complete information about return eligibility, refund processing, and applicable conditions.
Business Information
Brand Name: POPOPOW®
Website: https://popopow.com
Company Name: Shenzhen Qianyuan Sheng Trading Co., Ltd.
Registered Address: Room 503–8601, Shanmao Building, Shanhui Community, Longhua Subdistrict, Longhua District, Shenzhen, Guangdong, China.
Email: service@popopow.com
Phone: +852 6316 228
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.
We aim to respond to customer inquiries within 1–2 business days.
Contact Us
For assistance with ordering, skincare product shipping, tracking, delivery, returns, refunds, damaged or leaking products, or other order-related concerns, please contact our customer support team.
When contacting us about an existing order, please include your order number and the email address used during checkout.
Email: service@popopow.com
Phone: +852 6316 228
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.
We aim to respond to customer inquiries within 1–2 business days.