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Shipping & Delivery

Your order means a lot to us, so we're dedicated to providing fast, safe, and reliable delivery services for all our products.

48-hour dispatch products can be received within 3-5 business days.

We're offering FREE contactless front door delivery to ensure your safety. However, if you need to return a delivered item or cancel a shipping order, relevant fees, i.e. shipping and processing fees would be collected. For more details, you can refer to Returns & Exchanges.
If you live in a condo, apartment, high rise, metro area, or another unique delivery space, please check if the package size isn't too big to put into the elevator or if a Certificate of Insurance (COI) is required, please confirm before placing your order. For more details, please check the Unique Deliveries section below.

Free shipping to the US only. Shipping to other countries is not accessible.
Free shipping for all orders

To help ensure the health and safety of our customers, our team, and the community, we will deliver to your door and observe social distancing with zero contact.
We've introduced Front Door Delivery as our default delivery option. Front Door Delivery means:
We'll deliver your item(s) to the front door of your house or apartment on the scheduled day and time
On delivery day, you'll receive a notification when the logistics team is approximately 30 minutes away
Your signature won't be required — the logistics team will simply photograph your order at your doorstep as proof of delivery
If you live in a multi-unit apartment building, we'll deliver to your front door whenever possible. If your building is restricting access to non-residents, the logistics team will deliver to the closest point to your home that they can safely.
Small items will be sent via courier, free of charge as well, as long as there is no cancellation nor return of the goods.

Unboxing and Box Removal
Until you're certain your items are right for you, make sure you flatten your boxes and store them away. Otherwise, without the original packages, it is not feasible to return or exchange your item.

Restrictions / Limitations
Purchasing and shipping are available only within the 48 contiguous United States and Washington DC.
We cannot ship to PO Boxes, APO (Army Post Office), FPO (Fleet Post Office, DPO (Diplomatic Post Office) destinations, or freight forwarders.
Our return policy is limited to one return or exchange per item per household.

Estimated Delivery Windows
We are not able to guarantee exact delivery dates for our orders. However, we do provide delivery estimates based on stock levels and anticipated shipping routes. This information is updated in real-time and can be found on the product page.

To Track Your Order
You can easily track your ordered item from our website with the following steps or contact us through the above channels:
- Click the 'track your order' button---Fill in your order tracking number or email address to get into the delivery details.
- Click on each package to track their delivery separately.

Please note that:
- Your ordered item may contain multiple packages, one package per track.
- No worries, the name of the package is part of the item in general and not exactly the item name in full and official.

Proof of Delivery (POD)
A POD is not simply a receipt of delivery, but an acknowledgment that the goods arrived intact. All too often, PODs are signed without inspecting your delivery.
We advise confirming that the shipment was intended for you, that the entire order has been delivered, and that it was delivered undamaged.
Anything not indicated on this form before signature will result in Castlery being unable to authorize any damage claims after your driver has left.
Please follow this checklist we have created for you to follow before the Point of Delivery (POD) is signed:
Checklist:
Please check all cartons for visible damage.
Please confirm you have received the correct items as per the POD and the delivery order.
If you purchase the White Glove Service: Please wait until all items have been unpacked and there is no visible damage to the items, before signing off on POD.
If there is serious damage to a carton point it out to the delivery driver.
If there is damage: Please take photos

Returns & Exchanges

We want your shopping experience to be as enjoyable and smooth as possible, if you wish to return or exchange an item please contact us and one of our team members will advise you on how to manage this. Any return or exchange will be subject to our Cancellations, Returns, and Refunds Policy.

Cancellations, Returns & Refunds Policy

Please choose carefully as we do not refund or exchange if you change your mind or make a wrong selection. If you insist on canceling the order or returning the goods, please contact us within 30 days and you will need to pay the relevant administrative fees according to the following circumstances:
1. In the case of a stocked product, that has not been dispatched yet, you will be refunded in full for the value of the product.
2. In the case of a ready-to-ship stocked product, we will try to cancel the shipment for you. However, if the item(s) was on the way to you, it cannot be canceled but you could reject the delivery (please DO NOT open the package upon receipt) or keep it if you've changed your mind. If you reject it, you will forfeit a shipping & processing fee.
3. In the case of a delivered item, you can only return it if the item is in its original package and condition. You can either initiate the shipping to send it back or contact us to arrange for you, service fee would be charged.
And the item(s) must be:
1. In its original, undamaged condition
2. Disassembled, if the item was originally delivered disassembled
3. In its original packaging.
4. If you've confirmed to return the item/cancel the order, you will have no further claim to the canceled product.

Return address:

We have many warehouses that accept returns. Please contact me for a specific return address.

Email: aIservice@aitoterminal.com.

Returns:

It is the customers' responsibility to ensure that there is reasonable access to allow the goods to be delivered. If the goods are unable to be delivered due to access, the above fees will be charged in addition to the actual cost of delivery and collection of the product.
However, there are a few circumstances that which the item cannot be returned:
(a) Personalized items
(b) Items you have already assembled
(c) Items marked 'Non-Returnable' on the sale page
(d) Open Box Items
If your item is damaged or defective, no worries, the above practices do not apply. In this case, we'll take care of it and work with you to find the best solution.

Damages

If any damages or manufacturing defects are reported within 30 days of delivery, we will make it right.
Please contact us at email with the following details:
1. Photos of the package, in whole, and damage area (if applicable)
2. Photos of the item(s), in whole, and the damage/defect area
3. Photos of the labels on the package (item label & tracking label)
4. Description of the problem

Samples:

Photos of the package, in whole
Photos of the labels on the package (item label & tracking label)
We'll work to get it resolved as quickly as possible. If we are unable to repair the item, we will arrange a refund or exchange. The refund will go back to the same card you used to place the order with us and will be paid via a returned transaction. We'll process the refund within 3 business days and issue the refund to you. Most banks will process the refund within 3-7 business days.

Refunds Policy

How Soon Will I Receive My Refund?
When we confirm to cancel your order, you will be refunded within 24 hours. When we receive your return, you will be refunded in 3-7 working days upon receipt and inspection. The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.

If you originally paid with a PayPal account balance, you can find the refund right away in your PayPal account.

If you originally paid with a credit card, please allow up to one billing cycle for the credit to show in the bank statement. It mostly depends on how fast your bank processes the credit. Please do not request a chargeback from your credit card company during the return process. Due to the time it takes to resolve charge-back disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.