Versand

Last updated: 31 July 2026

This Shipping Policy explains how Eastone processes and delivers orders. Please read it together with our Refund Policy.

Where we ship

We currently ship to the United States, the United Kingdom, and Australia. If your country is not available at checkout, please contact us at info@excelstone.com before placing an order.

Order processing

Most in-stock orders are processed within 3–5 business days after payment is confirmed. Business days do not include weekends or public holidays.

Processing time is separate from carrier transit time. During busy periods, customs inspections, or events outside our reasonable control, processing or delivery may take longer. If there is a material delay affecting your order, we will contact you using the email address provided at checkout.

Shipping charges

Shipping costs are calculated at checkout based on the delivery destination, the products in your order, and the expected packaged weight and dimensions of the shipment.

Natural stone varies slightly from piece to piece. To account for the weight of the stone and protective packaging, we use an expected packaged weight for each product. The shipping charge displayed at checkout is the shipping amount due for a standard order, and we will not request an additional shipping payment after checkout because of normal natural-weight variation.

Oversized, custom, and project orders

Some oversized, made-to-order, custom, trade, or project orders may require an individual shipping quotation. Where this applies, it will be clearly stated before payment. We will confirm the product specification, delivery destination, shipping cost, and lead time before issuing a payment link or invoice.

Tracking and delivery

When your order has been dispatched, we will send a shipping confirmation email with tracking information where available. Carrier transit times are estimates only and are not guaranteed.

We are not responsible for delays caused by carriers, customs clearance, incorrect customer-provided address details, weather, or events outside our reasonable control. Please ensure that your shipping address, telephone number, and email address are complete and accurate before placing your order.

Customs duties and import taxes

For international deliveries, customs duties, import taxes, brokerage fees, and other destination-country charges may apply. Where these charges are not collected at checkout, they are the responsibility of the recipient.

Customs procedures and charges are determined by the destination country. Eastone cannot control or predict these charges or customs clearance times.

Address changes and failed delivery

Please contact us immediately at info@excelstone.com if you need to change your shipping address. We can only make changes before an order has been dispatched.

If a parcel is returned to us because an incorrect or incomplete address was provided, delivery was refused, or the parcel was not collected, we may deduct the original shipping cost and any return-to-sender charges from a refund, where permitted by law. Any re-shipment will require payment of a new shipping charge.

Damaged, incorrect, or missing items

Please inspect your order when it arrives. If an item is damaged in transit, incorrect, or appears to be missing, contact us within 48 hours of delivery at info@excelstone.com.

Please include your order number and clear photos of the item, outer packaging, and shipping label. We will review the issue in accordance with our Refund Policy and applicable consumer law.

Contact us

Eastone
Email: info@excelstone.com
Phone: +86 13850089170