Our standard operating days are Monday through Friday, with deliveries scheduled on weekdays between 9:00 AM and 5:00 PM China Standard Time (CST, UTC+8).

We work with a variety of trusted local and international carriers and will select the most suitable shipping provider based on your location and the nature of your package. For the most up-to-date tracking and delivery details, please refer to your tracking number once the package has been dispatched.

• Orders placed before 11:00 AM CST on business days will be processed and shipped the same day.
• Orders placed after 11:00 AM CST will be fulfilled the following business day.
• Orders placed after 11:00 AM CST on Fridays, or over the weekend (Saturday or Sunday), will be processed and shipped on Monday.

We are pleased to offer complimentary shipping on all orders over $299. This benefit is part of our ongoing commitment to making our designs more accessible to our global community. By offering free shipping at this threshold, we hope to create a seamless and rewarding shopping experience—no matter where you are. The shipping fee will be automatically waived at checkout once the minimum is met. For orders below this threshold, the shipping cost will be calculated based on your selected shipping method. You can view the specific rates during the checkout process.

Please note that shipping times may extend during periods of high demand, such as seasonal sales, product launches, or holidays. While we strive to fulfill and deliver every order as quickly as possible, occasional delays may occur due to increased order volume, supply chain limitations, or carrier service disruptions. We truly appreciate your patience and understanding during these peak times, and we remain committed to ensuring your order reaches you as promptly and smoothly as possible. Rest assured, if there will be a significant delay in the shipment of your order, we will promptly notify you via email. Your satisfaction is our priority, and we will keep you informed every step of the way.

Pre-order

• Pre-orders are carefully processed and typically fulfilled within an estimated timeframe of 3 to 6 weeks. We truly value your excitement and anticipation, and our team is fully committed to delivering your order with care and precision. From preparation to packaging, every pre-ordered item is handled with attention to detail to ensure it meets our quality standards. We appreciate your patience and are working diligently to ship your item within the expected timeframe.

• However, in rare circumstances, the fulfillment of pre-orders may extend beyond the originally stated timeframe of 3 to 6 weeks. This extension can be attributed to several factors beyond our control, including but not limited to production delays, global supply chain disruptions, material shortages, or unexpectedly high order volumes. At EASTEAM, we deeply value your patience and support and are fully committed to transparent and proactive communication throughout your pre-order experience.

• If your order includes both in-stock and pre-order items, the entire order will typically be shipped together once the pre-order items become available. However, if the total value of the in-stock items exceeds $399 USD, we will process and ship the in-stock items separately to avoid unnecessary delays. The remaining pre-order items will be shipped as soon as they are ready. This approach ensures a smoother delivery experience while maintaining our commitment to efficiency and customer satisfaction. For faster delivery or if you prefer your in-stock items to be shipped immediately regardless of order value, please contact our team—we’ll be happy to arrange a split shipment for a small additional shipping fee.

• Pre-orders cannot be canceled once the purchase is completed. If you need to make updates such as a change of shipping address, you may do so by logging into your online profile or using the “Update Shipping Address” link provided in your order confirmation email. For size modifications, please contact our customer support team directly at support@easteamny.com — we’re happy to assist with any changes or concerns.

• Please note that all pre-orders are non-refundable. Each item is made to order, crafted specifically for you, with many pieces involving detailed handwork and technical processes that make them highly exclusive. As such, we kindly ask you to double-check all order details before placing your purchase.

• If you have concerns about sizing or any other issues, our customer support team is available to help you select the most accurate fit or assist with an exchange for a different size where possible. Your satisfaction is important to us, and we're here to ensure a smooth and informed pre-order experience.

International Customers:

At EASTEAM, we value every customer equally—no matter where you're from. To us, there’s no such thing as a “domestic” or “international” customer. That’s why we proudly offer the same shipping options and service standards to customers worldwide.

We are committed to providing global access to our collections and are pleased to offer worldwide shipping. While a few countries may not yet be fully supported due to logistical limitations, please rest assured that we are actively working to expand our reach and include more regions. Our goal is to make EASTEAM accessible to everyone, everywhere.

If you encounter any difficulties entering your location on our website, you can place an order directly with us at support@easteamny.com. Our dedicated customer service team is ready to assist you with your purchase and ensure a smooth shopping experience.

Custom Duty

Please note that for all orders, customs duties and import taxes may apply. These charges are determined by your country’s customs authorities and are the responsibility of the recipient. Fees can vary depending on your location, the value of your order, and the specific import regulations in your region. We highly recommend contacting your local customs office for detailed information on applicable duties and taxes before placing your order to avoid any surprises upon delivery.

Ground vs. Express Shipping
At EASTEAM, we offer two types of international shipping: Ground and Express.

• For Ground shipments, we cover all customs duty and import taxes on your behalf, ensuring a seamless delivery experience with no additional costs upon arrival.
• For Express shipments, As the recipient, you are solely responsible for the payment of any duties, taxes, or fees imposed during customs clearance. These charges are not included in the total price displayed at checkout and are not collected by EASTEAM at the time of purchase.

Please note that customs clearance procedures can sometimes cause unexpected delays in delivery. While EASTEAM is committed to shipping your order on time, we have no control over the duration of customs inspections or processing. We appreciate your understanding and patience.

If you refuse to pay applicable customs fees and the shipment is returned to us, the original shipping charges will not be refunded. In addition, return shipping fees and any customs fees charged to EASTEAM may be deducted from your refund or store credit.

Each country has its own duty-free threshold, meaning you may be able to receive your parcel without additional customs charges if your order value is under a certain limit. We recommend checking with your local customs office for detailed and up-to-date information.

EASTEAM ensures all shipments are declared accurately in accordance with customs regulations using proper HS codes and product descriptions to avoid misclassification or disputes during clearance.

Shipping Method

We provide our customers with below shipping options, each with its respective rates. Please refer to the following information for the shipping rates:

1. Ground Shipping

• Estimated delivery time: 5–10 business days
  
  
• In rare cases, such as remote destinations or during customs clearance delays, delivery may take up to 15 business days
  
  
• Shipping fee: $20 USD for orders below $299
  
  
• Free shipping: Orders $299 and above automatically qualify for free ground shipping
  
  
• Customs duties: Covered by EASTEAM
  
  

2. Express Shipping

• Estimated delivery time: 3–7 business days
  
  
• Shipping fee: $45 USD
  
  
• Customs duties: Customer is responsible for any applicable duties or import taxes

Please note that shipping rates may vary based on factors such as the destination, weight of the package, and any additional services requested. The exact shipping rate for your order will be calculated and displayed during the checkout process.

How to Update Your Shipping Address

1. Locate Your Order Confirmation
   Go to your order confirmation email or order confirmation page and click “Update Address.”
   
   
2. Verify Your Email
   On the address update page, enter your email you used to purchase to verify your identity and continue.
   
   
3. Enter Your New Address
   Fill in your updated shipping information and click Update Shipping Address.

Important:

Shipping addresses can only be updated before the order has been shipped. Once your item is on the way, address changes are no longer possible.

Delivery

To ensure the safety and successful receipt of your order, an Indirect Signature may be required at the time of delivery for all shipments. This means that someone at the designated delivery address must sign to confirm the package has been received. Please note that this requirement takes precedence over any standing recipient release authorization on file, particularly for deliveries to nonresidential or commercial addresses.

If no one is available to receive the shipment during the initial delivery attempt, our shipping carrier will make one or more subsequent attempts. In some cases, the package may be redirected to a nearby access point or held at the local facility for pickup. You will be notified accordingly via your tracking link or by the carrier directly.

In some instances, if the shipping address entered at checkout is incorrect, incomplete, or cannot be located by the carrier, your package may be temporarily held at the nearest distribution center. The carrier will attempt to contact you using the information provided. If they are unable to successfully reach you or deliver the package within a certain time window, the package may be automatically returned to us.

Once we receive a returned package, our customer service team will notify you by email. Please be advised that any shipping or return fees incurred as a result of an incorrect address or failed delivery attempts will be the customer's responsibility. These fees may be deducted from order at our discretion.

Please ensure that the shipping address provided at checkout is accurate and secure. EASTEAM is not responsible for packages lost, delayed, or returned due to address errors or failed delivery attempts.

Once your order has shipped and tracking information is provided, it is the customer’s responsibility to monitor the delivery status. If you encounter any issues or suspect your package may be lost, please contact our customer support team at support@easteamny.com within 7 days of the last tracking update so we can assist you promptly.

If your order requires urgent delivery or if you have specific shipping needs, we recommend selecting Express Shipping at checkout for faster service and more precise tracking.

Shipping Damage or Loss

At EASTEAM, we take great care in the packaging and handling of every order to ensure that your purchase arrives in excellent condition. However, once your order has been handed over to the shipping carrier, the responsibility for the safe and timely delivery of your package transfers to the carrier.

In the rare event that your package is lost, arrives damaged, or appears tampered with during transit, we recommend the following steps:

1. Inspect your package immediately upon delivery. If you notice any visible signs of damage, take clear photographs of the package and its contents before discarding any materials. Retain the original packaging, tags, and all included materials for 14 days after delivery.
   
2. Contact the shipment carrier directly to file a formal claim for lost or damaged items. You will need to provide supporting documentation, such as your tracking number, order confirmation, photos of the damage, and a detailed description of the issue.
   
3. Inform EASTEAM’s customer support team at support@easteamny.com with your claim reference number, order number, and any supporting evidence you’ve gathered. While we are not liable for damage caused during transit, we will do our best to support you in the claims process and assist where possible.

Sustainability Commitment

We recommend selecting Express Shipping for more robust tracking, expedited service, and greater delivery control—especially for time-sensitive or high-value orders.

At EASTEAM, sustainability is not just a practice—it is a core value that guides every decision we make. We are committed to reducing our environmental impact while maintaining the elevated standards of quality and design our customers expect.

Eco-Conscious Packaging

We’ve carefully designed our packaging solutions to be as sustainable as they are elegant:

• 100% Recyclable Materials: All boxes, padding, and paper inserts are made from recyclable materials to reduce landfill waste.
  
  
• Biodegradable Alternatives: Whenever possible, we use plant-based, compostable alternatives in place of traditional plastics, helping reduce long-term pollution.
  
  

Minimized Waste: Our packaging is thoughtfully engineered to eliminate excess material while ensuring your order arrives safely and beautifully.

Responsible Production Practices

We believe in creating fashion that lasts. Our production partners are selected based on shared values of ethical labor, sustainable sourcing, and waste reduction. Many of our garments are produced in small batches or made-to-order to avoid overproduction and promote mindful consumption.

Community & Transparency

 We aim to build a conscious community of like-minded individuals who value style and sustainability equally. As part of our ongoing mission, we continually assess our materials, production, and operations to seek better, more sustainable solutions. Transparency is key—we will always communicate where we are and where we aim to improve.

By choosing EASTEAM, you are supporting a brand that honors craftsmanship, quality, and care—for both people and the planet. Together, we can shape a more responsible future for fashion.

Please Note:

• EASTEAM is not liable for lost, stolen, or damaged packages once the carrier has confirmed successful delivery.
  
• Claims for missing or damaged packages must be submitted to the carrier within their designated claim window, usually within 7 days of delivery.
  
• In cases where the carrier determines that compensation is warranted and approves the claim, EASTEAM may offer additional resolution options on a case-by-case basis.

Sustainability Commitment

We recommend selecting Express Shipping for more robust tracking, expedited service, and greater delivery control—especially for time-sensitive or high-value orders.

At EASTEAM, sustainability is not just a practice—it is a core value that guides every decision we make. We are committed to reducing our environmental impact while maintaining the elevated standards of quality and design our customers expect.

Eco-Conscious Packaging

We’ve carefully designed our packaging solutions to be as sustainable as they are elegant:

• 100% Recyclable Materials: All boxes, padding, and paper inserts are made from recyclable materials to reduce landfill waste.
• Biodegradable Alternatives: Whenever possible, we use plant-based, compostable alternatives in place of traditional plastics, helping reduce long-term pollution.
• Minimized Waste: Our packaging is thoughtfully engineered to eliminate excess material while ensuring your order arrives safely and beautifully.

Responsible Production Practices

We believe in creating fashion that lasts. Our production partners are selected based on shared values of ethical labor, sustainable sourcing, and waste reduction. Many of our garments are produced in small batches or made-to-order to avoid overproduction and promote mindful consumption.

Community & Transparency

 We aim to build a conscious community of like-minded individuals who value style and sustainability equally. As part of our ongoing mission, we continually assess our materials, production, and operations to seek better, more sustainable solutions. Transparency is key—we will always communicate where we are and where we aim to improve.

By choosing EASTEAM, you are supporting a brand that honors craftsmanship, quality, and care—for both people and the planet. Together, we can shape a more responsible future for fashion.