Thank you for visiting and shopping at eu.aqara.com. Aqara aims to offer you the best shipping options. The following are the terms and conditions that constitute our shipping policy.

1. Shipment Processing Time

1. All orders are processed within 2 to 3 business days；
2. Orders placed on holidays and weekends will be shipped on the next business day；
3. The estimated delivery time is 3-7 business days.

*Please note that We are unable to cancel or change the shipping address once the package has been handed over to the carrier. However, if the request is made within 24 hours of placing the order and the package has not yet shipped, we may be able to modify the address. We cannot retrieve the parcel once we have forwarded it to the courier company.

2. Shipping Areas

Our couriers only accept shipments to valid street addresses. Shipments to P.O. boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses are not accepted.

3. Shipment Carriers

Due to differences in warehouses, regions, and delivery addresses, we will choose the carrier that provides the most efficient service for your location. We do not accept requests for specified carriers.

4. Shipment Confirmation & Order Tracking

You will receive a shipment confirmation email once your order has shipped containing your tracking number(s). The tracking information will be updated within 48 hours.

If your tracking information has not been updated within 10 business days, please contact contact@aqara.com.

You can check the status of your order on the Order Track page using your order number, email, or tracking number.

5. Other Shipping Support

Order Processing for Multiple Products

We try to ensure that all your items arrive at the same time. However, products may be shipped separately if different shipping options are required based on the product. Once an item has been shipped, you will receive a shipment notification email.

Received a Different Product Than What Originally Ordered

Please contact customer support at contact@aqara.com. Our customer service team will assist you in replacing the correct product.

Received Your Order Damaged

Please contact Aqara Support within 7 business days at contact@aqara.com.

We are not responsible for any losses,  including missing parcels, package damage, losses due to the delay, and other losses caused by the shipping carrier. However, we will help you contact the responsible shipping carrier. Please save all packing and the damaged goods as they may be required for filing a claim against the shipping carrier.

Notes：

• If the wrong address is provided by the customer, and this leads to the package being lost or otherwise becoming unrecoverable, the customer shall bear the loss. Aqara will not replace the order or issue a refund.
• Aqara has the right to unilaterally modify this policy or the above content when necessary. If you continue to use the service after the relevant content is changed, it will be deemed that you have accepted the modified relevant content. If you do not accept the modified relevant content, you should stop using the relevant service.