Shipping Policy

Our Shipping Philosophy
Why 6–8 Weeks?

At Seriyue · 丝乐, we believe great instruments are worth the wait. Every guzheng, pipa, dizi, and xiao we offer is shipped directly from our master artisans' workshop in China – not from a warehouse shelf. This means:

🎵 Freshly Crafted – Your instrument is carefully packed right after final quality inspection, never sitting in storage for months.
🎵 Professionally Tuned – Each instrument is re‑tuned and play‑tested by our skilled technicians before departure, ensuring it arrives in perfect playing condition.
🎵 No Middlemen – By shipping directly from the source, we eliminate extra warehousing costs and pass those savings directly to you.
🎵 Sustainable Choice – Reduced handling and storage mean a smaller carbon footprint for your instrument's journey.

⏳ Standard Delivery Time: 6–8 weeks

This includes professional tuning, climate acclimatisation, and secure packaging to protect your instrument during its journey across the world.

What Happens During the 6–8 Weeks?

We understand that waiting for your instrument can be exciting. Here's what happens during those weeks:

Weeks 1–2 Order confirmation and workshop preparation. Your instrument is selected and prepared for final inspection.

Weeks 2–3 Professional tuning, bridge adjustment, and full play-test by our luthiers.

Weeks 3–4 Climate acclimatisation packaging – your instrument is carefully packed with humidity controls for its journey.

Weeks 4–6 International transit – your instrument travels from China to your country.

Weeks 6–8 Customs clearance and final local delivery to your doorstep.

📌 Note: Delivery times may vary depending on your location, customs processing times, and unforeseen shipping delays (such as extreme weather or public holidays). We will keep you updated every step of the way.

Shipping Destinations

We currently ship to the following regions:

Shipping Costs

🎉 Free Worldwide Shipping

All orders qualify for free standard shipping to the countries listed above. No minimum order value required.

Expedited Shipping (Optional)

If you need your instrument sooner, we offer expedited shipping via international air freight. Please contact us at support@seriyue.com for a quote before placing your order.

Standard Shipping 6–8 weeks FREE All countries

Expedited Air Freight 3–5 weeks Quote based on instrument size & destination

Customs Duties & Taxes

⚠️ Important: Your order may be subject to import duties, customs fees, VAT, or other taxes levied by your country's customs authority.

These charges are the recipient's responsibility and are not included in the price of the instrument or our shipping fees. We are unable to estimate these charges in advance, as they vary widely by country and by the value of the shipment.

We recommend: Check with your local customs office before ordering to understand what charges may apply.
Customs delays: Please note that customs processing times are beyond our control and may extend the delivery timeline.
Undeliverable packages: If a package is refused due to customs fees and returned to us, we will refund the product cost minus the original shipping cost and any return shipping fees incurred.

Order Tracking

Once your instrument has been shipped, we will send you a shipping confirmation email containing:

A tracking number and a link to the carrier's tracking page
An estimated delivery date (based on the carrier's estimate)
Instructions on what to do if your package is delayed

📱 How to track your order:

Click the tracking link in your shipping confirmation email
Enter your tracking number on the carrier's website
Check the status of your shipment in real time

If you haven't received a tracking number within 2 weeks of placing your order, please contact us at support@seriyue.com and we will investigate.

Shipping Address Changes

If you need to change your shipping address after placing an order:

Before the instrument is shipped: Contact us immediately at support@seriyue.com. We will do our best to update the address – free of charge.
After the instrument has been shipped: We cannot change the delivery address. Please contact the carrier directly with your tracking number to request a delivery redirect (additional fees may apply).

⚠️ Important: We are not responsible for packages delivered to an incorrect address provided by the customer. Please double‑check your shipping address at checkout.

Delivery Issues & Damaged Packages

What to do if your package arrives damaged:

Do not accept delivery if the outer packaging shows severe damage.
Take photos of the packaging and the instrument before opening (if possible).
Contact us within 48 hours of delivery at support@seriyue.com with:
- Your order number
- Clear photos of the packaging and any damage
- A brief description of the issue
We will work with you to resolve the issue – whether that's a replacement, a refund, or a partial compensation.

What to do if your package is delayed or lost:

Check the tracking information first – sometimes packages are held at customs or at a local depot.
If the tracking hasn't updated in 5 business days, contact us at support@seriyue.com.
We will open an investigation with the carrier. If the package is confirmed lost, we will send a replacement or issue a full refund.

📌 Our commitment: We take full responsibility for your instrument until it is successfully delivered to your doorstep. If something goes wrong, we will make it right.

Undeliverable / Returned Packages

If a package is returned to us because it was undeliverable (e.g., incorrect address, refused by recipient, or unclaimed at customs), we will:

Notify you via email to confirm the return
Offer to re‑ship the instrument (you will be responsible for the re‑shipping cost)
Or offer a refund of the product cost minus the original shipping cost and any return shipping fees incurred

⚠️ Important: If a package is refused at customs due to unpaid duties/taxes, we reserve the right to deduct all shipping and handling fees from the refund, as we incur these costs regardless of whether the package is delivered.

How to Check Your Shipping Status

Order Placed

We have received your order and are preparing it for inspection.

In Preparation

Your instrument is being professionally tuned and inspected.

Shipped

Your instrument has left our workshop and is on its way to you. A tracking number has been provided.

In Transit

Your instrument is travelling internationally. Check tracking for real‑time updates.

Customs Clearance

Your instrument is being processed by customs. This may take 1–5 business days depending on your country.

Delivered

Your instrument has been delivered to your address. Enjoy your new instrument! 🎵